Support Ticket

Definition

What is a support ticket?

A support ticket is a conversation between a customer service agent and a customer. A support ticket is a system that allows customer support teams to manage, categorize, and prioritize customer concerns. A support ticket allows your teams to identify:

  1. What channel the customer used to send in their concern,
  2. To whom the ticket is assigned to,
  3. Whether the concern is a general concern or a more technical question,
  4. How long the ticket has been open, and
  5. Whether the concern is frequently asked.

As such, the information provided by a support ticket allows the team to track trends in concerns, to prioritize high-value customers, and funnel questions to qualified customer service agents.

Outsourcing support ticket

Outsource Accelerator has over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn more about managing an outsourcing team and ensuring that support ticket resolutions are kept high.

Outsourcing support ticket
Outsourcing support ticket
Outsourcing FAQ

What is a Learning Management System (LMS)?

What is a learning management system?

Learning Management System (LMS) refers to an incredibly powerful software tool used to support learning by providing a room where resources can be stored and arranged, and where assessments can be given. Learners and Instructors can interact using blogs and forums, looking to improve performance and retention. Learning Management System put software that creates, manages, and delivers e-learning programs.

LMS, in its most common form, consists of a server and a user interface. The former does the functions of creating, managing, and delivering e-learning courses, while the latter runs inside your browser as a web portal used by administrators, teachers, and students to access the content.

LMS and outsourcing

LMS accomplishes facilitation of online learning and availability of digital learning tools straight to learners from different settings. LMS has also made a built-in customizable feature to assess learners progress real-time, and for instructors to monitor and communicate the effectiveness of learning. The majority of the LMSs today focus on the corporate market. One important feature of a Learning Management System is trying to create streamlined communication between learners and instructors.

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.

Interactive voice response meaning

Interactive voice response meaning

Interactive Voice Response (IVR) is a programmed telephone technology set to interact with callers. It has automated features that can reroute callers to the exact recipients. It is also capable of receiving touch-based or touch-tone keypad selection as well as voice command that enables the speaker to voice out any commands that can prompt the Interactive Voice Response or (IVR) to respond such as callback, fax tone, voice mail, and any other methods of contacting. Interactive Voice Response (IVR) is integrated with a database that allows callers to have access with the system and is efficient for the callers to choose menus without bothering an actual receptionist.

IVR call center

Having an Interactive Voice Response (IVR) in an organization can make things easier. One thing to consider is the time-efficiency, wherein an organization can save up a lot of time without rerouting callers to any inappropriate recipients. Few selections are available for the caller to choose from, that will also avoid confusions in both parties – it results in a faster transaction. A time-efficient system that can help an organization productive and effective.

Harnessing the power of technology gives businesses more leverage in its industry. Getting the most advantages of having an Interactive Voice Response (IVR) is part of proven solutions for your business. Gaining access to modern A-grade facilities can be utilized for the betterment of your business’ ongoing and future ventures.

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.

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:

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 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).

Location

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.

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