Help desk support is incorporated with Information Technology (IT). It is technical support provided for customers who have issues and problems such as hardware and software related. Organizations who have their help desk support usually tracks the technical issues until further resolutions have been provided. Help desk support typically uses a software to deliver fast assistance, such as email support, chat support, and inbound calling.
One popular type of help desk support is in the form of a call center company. A call center has many call center agents or whom we usually refer to as call as customer service representatives. These call center agents ensure straightforward resolutions in any form of issues such as technical issues, shipment-tracking, placing an order, and such. These are considered as a help desk support.
Outsourcing help desk
It is a must to provide exceptional help desk support coupled with excellent communication skills. A good command for the English language is a great advantage for a help desk support agent. The team should also be fully equipped with the product knowledge, and who are prompt to answer customer’s inquiries. An outsourced help desk support team have a hands-on team management system that ensures quality assurance and both non-voice and voice help desk support.
Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with outsourcing help desk support.
What is Customer Service Representative?
What is a customer service representative?
A customer service representative is an individual who interacts with customers on behalf of the company, usually to address their concerns. They are the front lines of service providers in customer support. They know first-hand how satisfied and dissatisfied customers are with the services they availed.
A CSR possesses a lot of skills they need to effectively deliver customer service. This includes good communication and problem-solving skills, quick wit, and interpersonal skills. Other terms may include customer service associates, and customer service advisors or consultants.
Duties of a customer service representative
Their duties depend on what type of customer service they handle, whether inbound or outbound. Inbound CSRs are the ones who handle incoming calls, chats, or emails from customers, attend to their concerns, do basic troubleshooting, and help them navigate a website or app.
Outbound CSRs, meanwhile, deal mostly with lead generation, billing reminders, appointment confirmation, and market surveys. Unlike inbound CSRs, they are the ones who reach out to customers for these concerns either through cold calling or emails.
Customer service representative in the Philippines
Outsource Accelerator provides you access to great customer service representatives that you can outsource from the Philippines starting from $6 per hour, where you can save up-to 70% on staffing cost. We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with customer service outsourcing.
What is Knowledge Process Outsourcing (KPO)?
What is knowledge process outsourcing
Knowledge Process Outsourcing (KPO) refers to the process of outsourcing experts and services in a particular field to fill out positions that usually require highly specialized skills.
Some scope of KPO business is in accounting, banking and finance, insurance market services, preparation of accounts, healthcare services, computer-aided simulation, animation, design, content creation, engineering design and development, and other functional processes.
Benefits of KPO
Knowledge Process Outsourcing can provide cost-cutting measures, savings, and effective processes. Through KPO, businesses are given the luxury to launch a product and service faster.
KPO helps industries reduce the challenges included in the administration and buildup of key information, providing flexibility in terms of employee and time management.
Knowledge process outsourcing in the Philippines
In addition, KPO addresses the shortage of skilled laborers and provides an increase of specialized knowledge and expertise within the organization, as well as advanced analytical and technical skills aiming for the implementation of active processes. This then translates to higher end service at a lower cost and benefits company revenue.
Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with knowledge process outsourcing.
What is Multi-Channel Support?
What is multi-channel support?
Multi-Channel support is a combination of two or more channels that companies use to communicate with their end-users. Companies utilize various channels to make it convenient for clients to send their feedback or complaints. It is crucial that companies listen to what their end-users have to say or what they need.
Companies turn to multi-channel support systems in entertaining complaints and returns of customers, both online and in physical stores. Another use of multi-channel support is for companies to be able to track important information about customers. Businesses also study the behavior of customers when it comes to purchasing goods. Multi-channel customer service is vital in helping maintain sales by taking care of the customer's needs, satisfaction, and complaints.
Outsourcing multi-channel support
Outsource Accelerator provides you access to great multi-channel support agents that you can outsource from the Philippines starting from $6 per hour, where you can save up to 70% on staffing cost. We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with multi-channel support outsourcing.
What is Business Process Outsourcing (BPO)?
What is Business Process Outsourcing?
Business Process Outsourcing (BPO) is the engagement of services from a third-party provider. BPO uses various technology-enabled services to hasten the delivery of services. The business activities could be back-office such as, but not limited to, payroll, accounting, human resources, or front office jobs like customer service, sales, and marketing, etc. In the case of content providers, these business activities could mean hiring writers, remote editors, or virtual assistants.
BPO speeds up processes and enhances efficiency. Companies that outsource some of their business activities use their time on core services and competencies. With this shift in focus, companies improve their current processes that may result in improved customer satisfaction. BPO helps companies divert their resources to more critical business strategies. Often, companies find it impractical to hire a full-time position in-house because of the cost associated with doing so.
How does Business Process Outsourcing work?
When a business engages an external specialist to manage and operate some of its internal processes, it's referred to as business process outsourcing. Such ‘processes’ include customer service, accounting and finance, or sales. It is different from hiring an agency to do specific tasks, as the outsourcing provider (BPO) is more concerned with the ongoing production of labour-intensive tasks, instead of the higher-level strategy and guidance.
Now, business process outsourcing has broadened and is more akin to staff augmentation, or staff leasing.
What are the benefits of business process outsourcing?
There are many benefits to outsourcing, as well as some downsides and risks. The common benefits include:
Cost savings: significant savings of up to 70%, leveraging the lower global salaries Global market: access to a bigger employment pool of talent Global presence: having operational across the globe increases trade opportunities Flexible workforce: reduces internal local labour and employment compliance obligations Leverage skill: leveraging the skills of other specialist companies Focus: enables the client company to focus on their core functions
Business process outsourcing examples
The business process outsourcing sector is a vast industry, generating over $200bn annually, and employing many millions of people worldwide. Some examples include:
Facebook and Uber outsource many of their operational functions, including content moderation for Facebook, and customer service for Uber
A medium business with 50-500 staff might outsource the labour-intensive accounting and finance functions to a team in the Philippines.
Small business and entrepreneur
It is common for small business owners to have a Virtual Assistant (VA) working for hem full time, remotely from the Philippines.
What are the different types of BPO?
The type of business process outsourcing can be characterised by their specialisation, location, and size.
Generalist or specialist BPOs
Business process outsourcing is in the human resources and professional services sector. However, their services extend across all industries. The majority of BPOs are generalist, in that they offer a full range of professional services, although some specialise in certain verticals (ie accounting, or animation).
Business process outsourcing typically operates form developing nations such as the Philippines, India, and Colombia. They typically have cheaper cost-of-living and bigger populations. Different locations offer different advantages.
Size of BPO
The bigger BPOs employ more than 250,000 people. They are huge, global operations. Medium-sized BPOs range from 500-5,000 staff and offer a full range of services. The smaller BPOs might have 1-500 people.
Functions of business process outsourcing
Collectively, business process outsourcing provides any kind of staffing solution. Common functions of BPO include:
Finance and accounting: operational, technical and specialist functions Healthcare: various functions of the backend of the healthcare and health-insurance industries Creative and content: everything from post-production of Hollywood movies to newspaper and website content Tech, IT and development: network management, web and app development and maintenance Sales & customer support: ongoing sales and customer operational support and delivery Marketing: ongoing marketing, communication and branding activities Talent and HR: externalising the management of company HR, recruitment and compliance Administration: general business administration and operational activities Business Process Outsourcing (BPO) services
Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 4,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with, business process outsourcing.