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Multi-Channel Support

Definition

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
Outsourcing multi-channel support

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.

Outsourcing FAQ

What is Customer Service Representative?

What is a customer service representative?

A customer service representative (CSR) is an individual who interacts with customers on behalf of the company, usually to address their concerns.

Customer service reps are the front lines of service providers in customer support. They know first-hand how satisfied and dissatisfied customers are with the services they receive. Most importantly, CSRs prevent delivering poor customer service as much as possible.

A good customer service rep 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.

Customer service representatives are also called customer service associates and customer service advisors or consultants.

Duties of a customer service representative

Customer service representatives typically aim to maintain customer satisfaction and answer questions regarding a company or product. Their duties depend on what type of customer service they handle, whether inbound or outbound.

Inbound customer service representatives are the ones who handle incoming customer inquiries and concerns. More so, they are responsible for the following tasks.

Do basic troubleshooting Process orders Pull up customer accounts Handle and resolve customer complaints Help determine solutions for each problem

Outbound CSRs, meanwhile, are the ones who reach out to customers either through cold calling or emails. They deal mostly with the following aspects.

Lead generation Billing reminders Appointment confirmation Market surveys Key skills of customer service representatives

Most customer service representatives enter the industry with a high school diploma. However, a good customer service representative should have the following key skills and traits needed to be competitive at work.

Good communication. Customer service representatives must have good communication skills, especially since they will talk to customers all day. They have to listen carefully to their clients and be able to speak with them at the same time. Problem-solving. A good customer service representative should be able to analyze customer inquiries correctly and provide the best solutions for their concerns. Time management. Customer service representatives work in a fast-paced environment, handling volumes of calls and workload each day. This is why they need to manage their time properly so they can accommodate their target calls in a given period. Empathy. Most importantly, they must be able to handle their customers in a professional manner and with empathy. Customer service representatives should be able to place themselves in their client's shoes and understand their situations at hand. How to become a customer service representative

Anyone can ace a customer service representative job by doing the following steps.

Complete at least a secondary education. Many customer service representatives enter the industry with a high school diploma. This is since they have developed basic communication and interpersonal skills needed at work. Develop necessary skills. As much as possible, customer service reps should work on developing other necessary skills, including those mentioned above. Consider getting certifications. Lastly, a certification or license from institutions can be used as strong proof of their proficiency and skills. This is why getting certifications is most recommended, especially for CSRs looking to advance their employment. BPO customer service

BPO customer service means hiring a third-party service provider to handle inbound and outbound calls and other non-verbal communication with customers. In most cases, customer service outsourcing teams are part of a call center service.

For businesses, partnering with an outsourcing company is an ideal option to offer the best possible level of service to clients. After all, the more positive the experience is, the more it drives loyalty and brand recognition.

To find the best partner for your customer service tasks, you have to be open to assessing new and innovative service providers — either nearshore, onshore, or offshore

Be diligent in searching for the right fit for your company.

Remember that it is critical to choose a partner that understands the latest market demand to help you grow your business, maintain clients and gain new patrons.

 

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. By doing this, you can save up to 70% on staffing costs.

We have over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 2,500 BPOs… all designed to make it easier for clients to learn about and engage with customer service outsourcing.

To get started with customer service outsourcing, take a look at our list of the Top 40 BPO Companies in the Philippines.

What is Live Chat Support?

What is live chat support?

Live Chat Support, also called live help or live chat, refers to a web service for industries that allows communication, wherein visitors send a real-time chat to the business's website.

A chat happens between the customer and an operator, whom both will input texts into the live chat box to start a conversation. It promotes efficiency by having real-time agents simultaneously handle multiple chats.

Live chat support applications allow the administrators to respond to text chats from several customers who visit the website.

Live chat support allows multiple options for distribution and utilization with instant messages. Typically, chat applications open a window then connect the user to an administrator. Some applications put an order by enabling users to be in a queue.

This makes sure that the admin deals with one user at a given time. Afterward, it may proceed to the next user when the present chat has ended. Users can have the chance to view their status in the queue.

Live chat support allows companies to provide direct website visitor engagement in a manner that promotes increased interactivity and trust with website visitors, increasing customer satisfaction.

Benefits of live chat outsourcing

Customers love live chat support. A study from customer service software firm Kayako showed that 38% of customers are more likely to purchase from a company that offers live chat support. 

Unfortunately, if you belong in a small company, it is impossible to cater to customers immediately and around the clock. This is where outsourcing could help your business.

Live chat outsourcing refers to the process of hiring professional sales and customer service teams to monitor and answer various customer service inquiries about your products and services. 

Partnering with specialized outsourcing companies can help you gain access to skilled customer service representatives who can run your live chat anywhere and in real-time.

Customers usually seek fast replies and prompt solutions. Outsourcing can provide this service and through offshore centers that work in different time zones.

Aside from that, live chat outsourcing is cost-effective. Agents work on a contractual basis that contains the exact services needed by the company. Thus, the work is done according to the agreed guidelines.

Live chat outsourcing helps you save a lot in terms of expenses. It is estimated that companies save more than half of their money by hiring outsourcing providers for their live chat services.

Outsource live chat

Outsource Accelerator provides you access to great chat support agents that you can outsource from the Philippines starting from $6 per hour, where you can save up to 70% on staffing costs.

We have over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 2500 BPOs… all designed to make it easier for clients to learn about, and engage with live chat support outsourcing.

What is Order Processing?

What is order processing?

Order processing is the sequence of steps to gather a customer’s data, encode their order, and pass it on to another department for fulfillment. Depending on the industry, fulfillment can take the form of shipping or bookings and rentals.

Further, depending on the scale of the business, business owners can choose to leverage technology to speed up order processing and use data science techniques to better understand their customer base and predict inventory and sales trends. 

Some business owners, however, prefer to use more traditional pen and paper processes for their lower upfront and maintenance costs.

Why is order processing important?

Order processing is crucial since it leads to more revenue and better customer service. Order processing manually wastes time and money, whereas an efficient order processing system saves time and lowers overheads in the business process. 

As soon as you use an order processing system in your business, you’ll be able to scale your business without becoming overwhelmed with customer messaging regarding inquiries and complaints.

Order processor definition

An order processor is in charge of keeping track of a company's database platform. Responding to customers' questions and concerns, processing orders, handling payments, and confirming order information before shipment. 

In addition, order processors guarantee the quality and quantity of the products to avoid order delays and customer complaints are all part of the job description. They are responsible for updating inventory data, preparing bills, and resolving billing issues. 

Order processors work closely with delivery drivers and dispatchers to ensure accurate and timely delivery confirmation. They require computer abilities and strong communication skills, particularly when dealing with consumer criticism on services.

Outsourcing order processing

Order processing can now be digitized for a considerable price due to advances in telecommunications technology and cloud-based storage. Finding the skills to use the data from digital order processing is a much more cost-effective alternative for small business owners because of outsourcing.

Thanks to advances in telecommunications technology and cloud-based storage, order processing can be digitized much more cheaply. 

And thanks to outsourcing, finding the expertise to leverage the data from digital order processing is a much more economical option for small business owners.

Outsource Accelerator provides you access to great order processing specialists that you can outsource from the Philippines starting from $6 per hour, where you can save up to 70% on staffing costs. We make it easier for clients to learn about, and engage with back-office outsourcing.

Does outsourcing order processing work?

The pressure of managing and maintaining an order processing and fulfillment system is eliminated when you outsource order processing.

One of the advantages of outsourcing order processing is that you won't have to appoint, train, or deploy customer service and fulfillment employees because the offshore model will take care of all.

Further, overcoming personnel and resource attrition, as well as shorter turnaround times and higher efficiency and quality, are benefits of outsourcing order processing.

In addition, order processing enables you to focus on your core business tasks such as sales, marketing, and product development.

Why your business should outsource order processing services

Here are some reasons why businesses need to outsource order processing services:

Help make data-driven decisions 

When data is distributed across various platforms, it's difficult to keep track of it. Order processing makes it simpler to assess available data and make data-driven choices by allowing users to access all sales order data in one location.

Since you can see the entire process, order processing makes it easier to recognize real-time issues. Making data-driven decisions can help companies save money for the business. 

Further, fixing even the smallest inefficiency may drive supply chain efficiencies and have a big impact on the bottom line when order volume is high.

Saves time and effort

When you started as an entrepreneur, every hour you spend analyzing fulfillment difficulties is an hour you might be spending on more strategic tasks such as product development or brand growth.

It's a good start to do everything yourself, but order processing will be a big help to better understand your customer and increase sales.

What is What is business process outsourcing?

What is Business Process Outsourcing BPO?

Business Process Outsourcing (BPO) is the delegation of business processes to an external service provider to a nearby or farther location. BPO uses various technology-enabled services to optimize the delivery of services.

Some of the usual outsourced business functions are the following.

Payroll Accounting Human resources Customer service Sales Marketing

In the case of content providers, these could mean hiring writers, remote editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some of their business processes use their time on core services and competencies.

With this shift in focus, companies improve their current processes which 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. Outsourcing services can also help them save costs and resources in hiring suitable employees.

How does Business Process Outsourcing work?

Business process outsourcing happens when a business taps a third-party service provider to operate some of its internal processes. 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

Companies can enjoy savings of up to 70% by leveraging the salaries and costs in countries such as the Philippines and India.

Global market

Businesses get to access a bigger pool of talent that can fit their requirements. They can have better options in hiring employees since they are not limited to what is available in their home countries.

Global presence

At the same time, business process outsourcing opens clients to global trade opportunities. They can establish their global presence and expand more easily to other locations since they already have operations in the area.

Flexible workforce

BPO reduces internal local compliance obligations including providing additional office spaces to employees. Instead, organizations can hold their business operations on a remote setup, most usually having their teams in an office provided by the BPO firm.

Leverage skill

Companies cannot always do everything on their own. BPO enables them to leverage the skills of other specialist companies on more complex tasks such as accounting and IT.

Focus

Lastly, BPO enables organizations to focus on their core business functions. This is since most of their non-core business operations are done with the help of a reliable service provider.

Business process outsourcing examples

The business process outsourcing sector is a vast industry, generating over $200bn annually, and employing millions of people worldwide.

BPO can be seen in different forms and contexts, from hiring single staff to getting an offshore team. Some examples of BPO include:

Big enterprise

Facebook and Uber outsource many of their operational functions, including content moderation for Facebook, and customer service for Uber

Medium-size businesses

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 them full time and 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 generalists, in that they offer a full range of professional services.

Meanwhile, some specialise in certain verticals such as the following.

Legal process outsourcing

Legal process outsourcing deals more with delegating legal processes and compliances to legal firms in another area.

Knowledge process outsourcing

Meanwhile, knowledge process outsourcing enables companies to outsource knowledge-related work including research and development, innovation, and creatives.

Location

Business process outsourcing typically operates from 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

Outsourced finance and accounting services help businesses manage their books, monitor cash flow, and keep up with corporate income tax compliances without fuss.

Healthcare

Healthcare outsourcing, meanwhile, organizes various back- and front-end functions done for the healthcare and insurance industries.

Creative and content

Creative services outsourcing covers everything from post-production of Hollywood movies to newspaper and website content.

Tech, IT and development

IT outsourcing involves delegating network management, web and app development, and cybersecurity protection to IT firms in different countries.

Sales & customer support

Some BPO providers specialize in sales and customer support for pre- and post-sales transactions. This helps companies meet the expectations and demands of their customers, keeping them satisfied even after their purchase.

Marketing

BPOs and marketing firms can help in ongoing marketing, communication and branding activities for their clients. This helps them attract more suitable leads in a cost-efficient way.

Talent and HR

Businesses can delegate HR, recruitment and compliance to professional employer organizations to maximize recruitment and workforce management.

Administration

Generalist BPOs help organizations accomplish general business administration and operational activities. This includes data entry, appointment setting, and other related functions.

Supply chain management

Lastly, e-commerce stores benefit from outsourcing supply chain management to manage warehouse and delivery processes.

Top BPO companies in the world’s top outsourcing hubs

A wide range of business process outsourcing companies in different parts of the world provide utmost services to their Western and local clients. Many of them even earned recognition by award-giving bodies due to their performance in both their roles and their level of care for the employees.

Check out the top BPO companies in several outsourcing destinations below.

Top BPO companies in the Philippines Top Indian BPO companies Top South African BPO companies Business Process Outsourcing (BPO) services

With the rise of new offshore outsourcing locations, companies can have better options in terms of location and services they can delegate. However, finding a suitable BPO company can be a daunting task to be done on their own.

Good thing advisory services such as Outsource Accelerator is there to help them.

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 2,500+ BPOs from different locations.

Outsource Accelerator's offerings make it easier for clients to learn about, and engage with, business process outsourcing companies worldwide.

Want to learn more about outsourcing? Check out the Inside Outsourcing book as well as the Inside Outsourcing book review today!

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About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 3,000+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.