Glossary

The most comprehensive list of business process outsourcing related terms and definition.

Omni-channel

Definition

What is omni-channel?

Omni-channel communications or contact center is a channel where interactions with customers are integrated seamlessly into one. This includes communication made from actual stores or outsourced channels. They may be in the form of email, SMS, calls, or chats. Agents may switch from one interface to another without losing customer details gathered from a previous interaction.

Omni-channel is often be confused with multi-channel systems in a company’s customer service interface. Omni-channel has one database for keeping customer information. When one agent receives a call from a customer, the data is saved in the same database so that when the company has to reach out to the same person, it would be easy to pick up where they left off.

This makes the customer feel like they are heard and given importance when their communications are noted. Beyond seamless customer interaction, this process makes it more convenient and efficient for both sides.

Omni-channel solutions

Outsource Accelerator specializes in helping small & medium-sized enterprizes (SMEs), with 2-500 employees, typically based in the high-cost English-speaking world. We are the experts in transforming these businesses with outsourcing.

Omni-channel solutions

Omni-channel solutions

Outsourcing FAQ

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 Customer Experience?

What is customer experience?

Customer experience is often defined as the overall interaction of the customer and organization for a certain period of time. This interaction constitutes the following: customer involvement, customer journey, and the environment. Having a positive review on each point of contact means that the customer experience is pleasant.

Customers’ involvement may range from emotions, whether rational or irrational, to physical needs, or psychological needs. Moreover, it can extend from the simple act of talking with customers up to the product packaging, features, reliability, and affordability. Overall, positive customer experience is an excellent competitive edge that your company should provide in order to stay competent and successful in market.

Customer experience outsourcing

Outsource Accelerator provides you information about what to look for in outsourcing companies that can help you create a platform that encourages a positive customer experience. It is important to work with someone who can help your customers have a memorable journey with you, which is essential in achieving customer loyalty. After all, customer loyalty is the foundation of brand recognition and credibility in the market. Outsourcing helps you work with professionals who are well-versed with the right skills and experience to implement customer service strategies that work.

What is an Outsourcing Company?

What is an outsourcing company?

An outsourcing company handles various supporting processes of contracting companies. These supporting processes are activities that are not central to the company's business but cannot be done away with. Examples include payroll, customer service, accounting, IT, etc.

A great outsourcing company is someone that has proven expertise in the process to be outsourced, that has access to resources and technology not otherwise available to the contracting company. For a contracting company to fully leverage the advantage of outsourcing, it is preferable that the outsourcing company will have it's own key performance indicators to help drive innovation and growth for the contracting company.

Outsourcing companies in the Philippines

Outsourcing evolved a lot during the past decade, it is no longer all about customer service outsourcing. Nowadays, it is very common to outsource other functions such as finance & accounting, lead generation, software development or digital marketing. Outsourcing is also applicable to any industry and any business size, as long as the job can be done in front of a computer, then it can be outsourced.

Outsource Accelerator's directory lists over 700+ outsourcing companies in the Philippines. All of these are carefully selected for innovation, expertise, and technology that will benefit our clients. We also provide you with guidance on how to maximize the potential that such expertise gives you in growing your business.

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 on 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 inhouse because of the cost associated with doing so.

Business process outsourcing services

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, business process outsourcing.

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