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Touch-point

Definition

What is a Touch-point?

Touch-point is every time a customer gets any experience or customer contact from a company. This point of contact may be a TV advert, an Instagram post, an encounter with a store employee, a call to the customer service desk, and many more. Touchpoint affects the consumer’s view of a brand and impacts the possibility of a company doing business. Any point of interaction is part of a customer experience. 

Identifying the touchpoint is the first step in building a process map and ensuring that your clients are happy in every step of their customer experience.

Learning the feedback from the customer experience and satisfaction that you provide can help you figure out the improvements you can do to your business.  

Importance of touch-point

The consistency of touchpoint is so essential. It is a crucial factor within the consumer experience that helps identify important points in the process that can create or disrupt customer interest. Touchpoints must be reliably on-brand and of good quality. That’s why the accuracy of the points of contact is so critical. 

Consumers are watching and assessing, and they’re going somewhere else with their pockets if they think they’re going to do company. Touchpoint is developing the customer’s opinion of your company. Customer experience is a journey that customers are embarking on while engaging with a company, and customer contact points are destinations along the way that make a trip worthwhile.

 

What is a Touch-point?
What is a Touch-point?
Outsourcing FAQ

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 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 Contact center?

What is a contact center?

A contact center is a form of customer service where a team uses different channels aside from calls for customer interaction. They match customer demands with the latest technology to provide the best service as quickly as possible. 

It has an omnichannel or multichannel approach depending on client needs. Some centers handle 11 channels while others have the most common ones: VoIP calls, email, live chat, and website support. All interactions from different channels are tracked using a customer relations management (CRM) software for easier management and coordination.

Contact center vs call center

When it comes to customer service, there are two basic types: Call centers and contact centers. Both call centers and contact centers are customer service centers but they are not the same. However, many people interchange the two terms.

Here are the call centers and contact centers main differences:

A call center handles all incoming and outgoing phone calls, while a contact center handles all customer support channels other than phone calls. Call centers utilize telephone-based communication. Contact centers can use a variety of communication methods, such as email and social media. Using advanced analytics, contact centers can build more detailed client profiles. Unlike the traditional call center who gets the client’s profiles directly to their clients. Benefits of outsourcing contact centers

Many successful companies are considering contact centers as their business expands. The advantages of leveraging contact center to your company include the following:

Offers a self-service option

Contact centers use a multi-channel approach which makes them excellent in providing self-service. As a result, customers can deal with their own minor issues before calling an agent. 

Self-service features use Artificial Intelligence (AI) to help customers solve their problems without reaching out to an agent. This method also avoids bottlenecks to your call department.

Better customer experience

Customers may prefer to contact you by phone, but more and more people are contacting you via live chat, email, or social media instead. 

Fortunately, omnichannel experiences are supported by several cloud-based contact center technologies. It means that your agents can communicate with consumers in a way that is convenient for them, whether it's via phone, email, video chat, text, or Facebook message.

Empower business growth

Customers expect their contact centers to have the channels they need. Many businesses invest in software that makes it possible for their contact centers to offer better service to their consumers.

Integrating contact centers to companies reduces the risk of falling under customer expectations and being overtaken by better-equipped rivals.

Contact center services

Customers mostly expect a business to be open on several working channels. This is what contact centers aim to do, such as in a call center, where they offer inbound, outbound, and mixed services.

Live chat, email, and inbound calls can be used to handle customer concerns like in a traditional call center. The same channels can also be used for billing reminders, delivery updates, and promotions for lead generation and sales conversion.

Outsource Accelerator provides you with the best contact center companies in the Philippines, where you can save up to 70% on staffing costs. We have over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 900+ BPOs… all designed to make it easier for clients to learn about, and engage with, contact center outsourcing.

What is Sales?

What is sales?

Sales is a process where the ownership of a property or the performance of a service is exchanged for a price—also called a direct sale. Typically, the sales process involves acquaintance, assessment, persuasion, and closing.

The process of making a sale is distinct from marketing in that a sales transaction is typically conducted on a person-to-person basis, whereas a marketing campaign is tailored to target groups or business-to-business.

The sales strategies in BPO

In BPO sales teams, the sales process starts with targeting a contact and generating leads for the business. These leads will then be contacted by the sales representatives to see their needs and tailor fit the services of the company to them. They will then sell an offer for each customer they can freely accept or decline.

The presentation part may be a tricky one since not everyone will accept every offer. If the sell attempt got rejected, they should restart the sales process until they reach a deal.

A good sales department knows how to manage the sales process. They invest in creating a good first impression, understand a customer’s needs and wants, and can tailor the customers' talking points to the solutions they sell.

They also help manage the process of transferring custody of the product or service to the customer. Such a process requires skills in empathy, communication, creativity, and thoroughness, and the expertise in applying those skills to specific products or services.

Sales outsourcing

As with any skilled professional team, great sales teams require continuous efforts of training and excellent management protocols to achieve your business goals.

Some businesses opt to farm out their sales and marketing teams from an external provider. This is because they need to get help in handling their entire marketing organization to improve their sales enablement platform.

Other times, some businesses need help with crafting a sales strategy that works for their business environment and attracts their prospective customers and turn them into loyal ones.

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

Who needs sales outsourcing?

Businesses that lack resources, such as manpower or time, to enhance their sales process often consider sales outsourcing. Without the right tools, salespeople would spend less time on sales.

A typical salesperson spends the majority of his time updating excel sheets and status, going to meetings, filling out timesheets, and other administrative tasks.

Sales outsourcing allows salespeople to concentrate on selling products and services. It also enables sales teams to focus on sales strategies, engage with customers, and increase revenue growth.

5 reasons to consider sales outsourcing in your company

Sales outsourcing may not be suitable for all organizations. Look at the following instances to see if they occur in your business before considering outsourcing sales and marketing:

Less manpower. You have a small sales team that can’t keep up with the number of leads coming in. Financial restrictions. You don’t have enough money to recruit skilled salespeople. New marketplaces have opened up. Your startup needs to expand into new industries, but you don’t have the sales resources or skills to do it. Limited supply. Your sales team’s inability to sell due to a lack of research, advertising, and offering. Overwhelmed with manual tasks. Your sales team is overwhelmed with administrative responsibilities, leaving little time to sell your products and services. Benefits of sales outsourcing

Here are some benefits of sales outsourcing:

Reach out to potential customers

When it comes to having enough salespeople to sell in regions and sectors, startups and small to medium-sized businesses are often pressured.

Furthermore, companies frequently have a large number of business prospects that they are unable to pursue due to resource restrictions. Companies can also use an outsourced sales team to study the selling process, conduct sales strategies, and establish long-term business goals.

Advanced sales and speech analytics can then help you fine-tune your marketing before extending it to a larger group of clients and prospects.

Support new product or service rollouts

One of the greatest benefits of outsourcing sales is that it may be used as a platform for testing new sales strategies and promoting innovation.

In some situations, experts assist in determining how a certain product and service is accepted in the marketplace. This includes determining appropriate pricing for offerings.

Improve omnichannel customer engagement

Organizations that use the experience of sales representatives that have demonstrated success in digital channels including online, chat, and social media will improve their omnichannel performance.

Meanwhile, many sales executives are only now recognizing the engagement between prospective customers that chat and messaging can provide.

By interacting with consumers who prefer to use chat, companies that rely on outsourced partners with proven digital engagement abilities among their salespeople may achieve remarkable results in boosting unit volume and Net Promoter Score (NPS).

Collaborating with a partner who becomes a brand extension

Outsourcing provides a significant competitive advantage for businesses since it allows them to expand with resources that are compatible with the company's social values. Outsourcing sales also enables businesses to standardize their process to gain a competitive edge in the industry that they belong to.

Outsourcing firms can help you find the best business solutions and skill sets that your company need to offer a satisfying customer experience.

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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.