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Right-Party Connects (RPC)

Definition

What is Right-Party Connect?

Right-Party Connects or RPC is an outbound call metric that measures how often businesses communicate to the right individual. RPC is the best test of your campaign activities’ success. It can also determine the reliability of your contact database. This metric is classified as the percentage of calls made which the agent was able to communicate to the intended user, divided by the total number of call attempts.

When a right-party connect predictive outbound campaign is received, the Right Party Connect Campaign scenario is initiated. This instantly checks if the individual responding to the call is the intended party. If this is right, the call will link to the agent. If this is not the case, the situation shall verify that the intending party is inaccessible or that the amount is incorrect and shall determine the resulting disposition.

The importance of the right-party connect

Right-party connects are the direct product of available data, analytical insights or models, and dialer methods. The agent has no control over whether the right party returns a phone call or not.

Right-party Connects are essential to businesses. It allows them to evaluate the effectiveness of their outbound campaigns and recognize some patterns that could show why some customers are more difficult to communicate than others and use money in the future.

 

What is Right-Party Connect?
What is Right-Party Connect?
Outsourcing FAQ

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!

What is Business to Business (B2B) Call Center?

What is Business to Business in Call Center?

A business-to-business or B2B call center helps secure existing customer connections with frequent check-ins and service inquiries. If any difficulties occur with the new buyer, they will be referred to the sales team of the company for timely handling. In this way, a communications partner serves as a buffer for a company.

The B2B call center can also provide an initial point of contact for all the customers. This strategy will improve their level of customer service and receive good impressions from the clients. 

Benefits of business to business in call centers

Customer service and loyalty are factors that any company strives to achieve the highest degree. It is essential that programs are built to offer reliable support, and that they often cover a variety of ways for reaching a broader client base.

Here are some of the advantages of business-to-business in call centers:

Create an improved campaign plan to meet goal requirements Supply future clients with a favorable experience Use the latest technologies without it having to pay the extra costs. Successfully transforming leads to business potential

Call center companies catering for B2B communications require powerful software to provide smooth contact between agents and clients.

 

What is Lead Generation?

What is lead generation?

Lead generation aims to get the attention of inbound, or outbound, prospective customers and turn them into leads – creating interest to avail a product or service. 

Lead generation mostly uses digital means and has been undergoing increasing changes in the past years due to the advancement of more sophisticated online systems.

Some examples of lead generators include live events, online content, online advertisements, email marketing, and social media. With the trend, the buying process has dramatically changed; thus, industries need to find new tactics to reach buyers and create clamor to entice them. 

With lead generation, enterprises focus on being found instead of finding customers through advertising and email blasts. Industries have now learned to build continuous relationships with customers.

Lead generation in call centers

Traditional marketing methods can be inefficient and expensive. They could reach a large number of people, but there is a possibility that most of them are not interested in your services or are unlikely to make a purchase. 

Call centers use a wide range of different platforms to generate leads for their clients. Common channels include email, phone, social media, and other digital streams. 

Business-To-Business (B2B) lead generation can be utilized for other companies that you want to turn into clients, while Business-To-Consumer (B2C) lead generation can help increase the company’s sales through customers.

Lead generation call centers can help grow revenue, improve profits, and create a bigger customer base through a more targeted and direct approach. 

With their lead generation solutions, a contact center can find qualified clients, gather their information, and connect them with your company.

Outsourcing lead generation

Generating leads is essential in transitioning the buying journey of a site visitor to becoming a delighted customer. 

Lead generation is considered to be an inbound marketing strategy that involves a wide range of campaigns, strategies, and tactics, aiming for a significant number of attracted audiences to be sales-qualified leads.

As a visitor starts to show interest in your company’s product and service with the provision of valuable content, the conversion is more organic. Lead generation then stands as to what it is made to be: a natural way of initiating and warming up potential prospects of the business to be key buyers.

Outsource Accelerator provides you access to great lead generation experts 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 outsourcing lead generation.

What is a Net Promoter Score (NPS)?

What is a net promoter score?

The Net Promoter Score (NPS) measures customers in terms of their willingness to help promote or recommend a particular product, which may include other services as well. This gauges customer satisfaction as well as loyalty to a company’s product. 

The customers are given surveys that ask how they would rate a particular product or service to their friends or colleagues. They may choose between a scale of zero to ten. 

According to the ratings given by the respondents, they will be classified into three categories. These are the promoters, passives, and detractors.

NPS in call centers

The ultimate goal for call centers is to provide a positive experience for every customer. However, improving efficiency and productivity and retaining customers is impossible without quality assurance (QA).

Revenues and ROIs cannot be boosted without evaluating first how contact centers are successful in helping their clients.

NPS is critical for businesses both operationally, tactically, and strategically. Beyond telling what callers think of a business, it also has a direct impact on how well a company performs. 

A company’s net promoter score can predict growth, revenues, the life of the company, and the overall state of the customer-company relationship. 

NPS leaders tend to outgrow their competitors as patrons act as brand promoters for their families, friends, and colleagues. 

Net promoter score for companies

The NPS is calculated by deducting the detractors’ percentage from the promoter’s percentage, which is the generated result or score in between negative one hundred and one hundred. 

The detractors are those whose scores are six and below. They may not find the products and services to be useful may not buy from the brand again.

Passives are those customers who gave a seven or an eight, and maybe quite happy about the product, but they do not find it to be excellent. These are the people who may have the possibility of switching to another company or brand if the other company may produce something better. 

Finally, the promoters are those customers who have either a nine or a ten about the product or services offered. These people are fans and could be purchasing from the same company repeatedly.

Outsource Accelerator has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 2500 BPOs… all designed to make it easier for clients to learn more about managing an outsourcing team and ensuring that NPS is consistently high.

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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.