SPLACE

March 8, 2023

How Outsourcing Services Can Help Businesses Survive Economic Downturns

Any economic downturn will critically impact all levels of society, industry, and enterprises. The problem with recession is that it gradually happens; we’ve all gotten used to it being a part of our lives. But while we’re still in it, there are things you can do to survive and even grow your business during this time.

Call center outsourcing is one way people are fighting back against this recession by saving money on their business operations while providing a valuable service to customers.

A recession will impact multiple industries

The threats of economic downturns in Australia and the US have affected numerous industries, including retail, construction, and automotive.

In the retail industry, sales have decreased significantly since 2008. This is due to several factors:

consumer confidence being low
high unemployment levels
negative consumer sentiment toward spending money on non-essential items
austerity measures being taken by governments around the world
increased competition from online retailers such as Amazon

The result? Shops are closing down left, right, and center.

The construction industry has also been hit hard by this recession because demand for new homes has dropped significantly due to tighter lending conditions meaning fewer people can afford homes now than before 2008 when house prices were much lower.

What it means for local businesses

The global recession has had a significant impact on the economies of both Australia and the United States. In Australia, many businesses have closed or downsized due to this economic downturn. The same is true for US-based companies struggling to stay afloat in an increasingly competitive market where customers seek cheaper products and services.

Local businesses should use this opportunity to cut costs without sacrificing quality or service levels. Outsourcing functions such as accounting, administration, and IT support overseas with greater flexibility around cost savings initiatives like offshore payroll services. They can also increase sales by leveraging the reach provided by BPO providers offering translation and localization services.

Call center outsourcing to beat the effects of the recession

Call center outsourcing is a highly effective way to beat the recession. This can be seen in the Philippines, where many companies have outsourced their call centers for years. The reasons are many:

Compared to other countries like India or China, a low cost of living and labor means it’s much cheaper for businesses who want to outsource their services there.

The English-speaking population makes it easy for companies from all over the world — including Australia and America – to hire employees without having them travel halfway around the globe so that they can speak with someone who understands what they’re saying.
This means that even if your business isn’t affected by these recessions directly, you still stand a chance at saving yourself some money by using our services.

Benefits of outsourcing for businesses

There are many benefits to outsourcing your business. Some of the most notable include:

Reduced costs – When you outsource, you don’t have to pay for employee salaries or benefits or provide office space or equipment. This can significantly reduce your overhead costs and allow for increased profits in the long run.
Increased revenue – Outsourcing your processes can help your business increase revenue by allowing you to focus on the most critical aspects of your business. You’ll have more time and resources to focus on what matters most, leading to increased revenue for your business.
Increased flexibility – When you outsource, you can scale up or down quickly based on your business needs. This gives you more freedom than maintaining an in-house staff that may require months of training before they can be effective in their positions.
Improved customer service – If a business requires face-to-face customer interactions, outsourcing can allow you to focus on the customers’ needs instead of worrying about payroll or employee management issues.

Why outsource to the Philippines?

BPO companies in the Philippines usually have a highly skilled workforce, with a large pool of talented and experienced workers; consider Splace call center Davao. This means you can expect your employees to receive the best customer service.

In addition to having a large pool of qualified employees, the call center companies in the Philippines also have an excellent infrastructure that allows businesses to thrive here, as well as many other benefits such as:

A low cost of living compared to other countries such as Australia or America, where recessions are going on right now due to falling oil prices, which affects gas prices.
A high-quality English-speaking workforce means no communication issues between clients and their outsourced team members. Everyone understands each other clearly without having problems communicating back and forth via email.

How to start outsourcing to a Philippines call center

If you’re thinking about outsourcing your business processes to a Philippines call center, you must do your research first. Here are some tips on how to get started with outsourcing:

Find a reputable company that specializes in providing outsourced services. Read reviews from customers who have used them before so that you know what kind of service they provide before handing over any of your valuable data or confidential information.
Ensure the company has been around for at least five years, so they have had time to learn all the ins and outs of running an efficient operation without any significant issues arising during their tenure as an adequate provider.

Make sure they offer the type of service you need. For example, if you’re looking for a call center to handle customer service calls and queries, ensure the company has that capability before sending them confidential data or information. The same goes for any other services they may provide.

Conclusion

In conclusion, the recession has affected many businesses in Australia and the US. This is why it’s crucial to find ways to outsource your business processes so that you can focus on what matters most – your customers. By outsourcing your call center operations to a call center Philippines just like us, you can ensure that your customers will receive excellent service while saving money on labor costs.

For more information, please contact:

US: +18019384586 Canada: +18775920209 UK: +447476519783 AU: +61485861787

For more information, please contact:

US: +18019384586 Canada: +18775920209 UK: +447476519783 AU: +61485861787

March 6, 2023

How BPO Outsourcing Solutions Can Help Assist Recession-hit Businesses in the US and Australia

The ongoing recessions in Australia and the US have presented significant challenges for businesses across industries, especially those in the Fintech, Telco, and Travel sectors. However, companies can overcome these challenges by outsourcing their business processes to a Business Process Outsourcing (BPO) service provider.

In this blog, we will explore how BPO Filipino call centers can help businesses in these sectors survive and thrive during a recession, with a focus on virtual assistant and customer service solutions.

Before that, let us discuss how the BPO industry, especially contact center services Philippines, aids businesses affected by the recession. Business Process Outsourcing (BPO) companies stationed in the Philippines can help businesses in various sectors survive and thrive during a downturn by offering cost-effective solutions and specialized services.

BPO Companies Can Help Mitigate Recession After-Effects

BPOs in the Philippines can help businesses save expenses by offering lucrative solutions for various business processes such as customer service, data entry, accounting, and administrative tasks. Outsourcing non-core activities to a BPO can free up resources for more critical functions when companies are looking to cut costs during a recession.

The Philippines customer service outsourcing offers scalable solutions, meaning businesses can increase or decrease their workforce based on their business requirements. This can be especially helpful during a recession when companies need to scale back their operations quickly.

Digital Marketing, Software Development, and Data Analytics

BPOs in the Philippines offer specialized services such as digital marketing, software development, and data analytics. These services can help businesses adapt to changing market conditions and find new ways to generate revenue during a recession.

The Philippines is known for its skilled and talented workforce, especially in the BPO industry. By partnering with a BPO in the Philippines, businesses can tap into this talent pool and access qualified professionals who can help them navigate a recession.

BPOs in the Philippines have established business continuity plans that enable them to continue operations even during crises. By outsourcing critical business functions to a BPO, businesses can ensure that their operations continue even during a recession.

With these discussed, let us now talk about Virtual Assistant and Customer Service Solutions and how they could extensively aid industries like Fintech and the Travel sectors.

Virtual Assistant Solutions

With many businesses forced to reduce their workforce or move to remote work, efficient communication, and collaboration have become more critical than ever before. This is where virtual assistant solutions come into play. A virtual assistant is an AI-powered software that can automate routine tasks such as answering phone calls, responding to emails, scheduling appointments, and even conducting online transactions.

In the Fintech industry, virtual assistants can help companies automate back-office processes such as loan origination and underwriting, data management, and compliance monitoring. This increases efficiency and reduces the costs associated with these processes.

In the Telco sector, virtual assistants can provide customer support services, reducing the load on in-house support teams. They can handle routine queries, such as billing and account inquiries, and offer personalized product and service recommendations.

In the Travel industry, virtual assistants can help companies manage booking processes, provide real-time information on flight schedules, and assist customers with pre and post-travel support. This can help companies reduce costs and improve customer satisfaction.

Philippines Customer Service Outsourcing

Providing excellent customer service is critical for businesses in the Fintech, Telco, and Travel industries, especially during a recession. BPO service providers offer cost-effective and efficient customer service solutions, allowing companies to maintain high-quality customer support.

In the Fintech industry, BPO service providers can support customer inquiries, account management, and fraud prevention and detection. They can also provide customer service support for application processing, making the loan process more streamlined and efficient.

BPO service providers can provide customer support services in the Telco sector, including technical support and billing inquiries. They can also assist with customer retention and upselling.

In the Travel industry, BPO service providers can provide customer support services such as flight cancellations, booking changes, and travel advisories. They can also offer non voice call center Philippines, customer support for pre and post-travel services such as visa applications, travel insurance, and itinerary planning.

The Takeaway

In conclusion, BPO service providers can help businesses in the Fintech, Telco, and Travel sectors overcome the challenges posed by the ongoing recessions in Australia and the US. Virtual assistant and customer service solutions can help companies improve efficiency, reduce costs, and maintain high-quality customer support. By partnering with a reliable BPO service provider, businesses can navigate these challenging times and emerge stronger and more resilient.

About SPLACE

Splace is a business process outsourcing company composed of highly trained, top-rated, experienced, talented, and dedicated Filipino professionals whose mission is to bridge the gap between global companies and their need for exceptional Filipino talent.

For more information, please contact:

US: +18019384586 Canada: +18775920209 UK: +447476519783 AU: +61485861787

February 28, 2023

Should You Outsource in Mexico or the Philippines?

The decision to outsource business processes to another country can be complex and challenging. It involves many factors, such as labor cost, infrastructure, workforce quality, cultural compatibility, and legal and economic stability.

In recent years, Mexico and the Philippines have emerged as popular destinations for outsourcing. Both countries offer a skilled and English-speaking workforce, competitive labor costs, and favorable business environments.

However, the decision of which country to choose ultimately depends on your business’s specific needs and goals. In this blog post, we will juxtapose the key factors companies should consider when deciding whether to outsource to Mexico or the Philippines.

Labor costs

One of the primary reasons companies consider outsourcing is to reduce labor costs. Both Mexico and the Philippines offer lower labor costs than many other countries. In Mexico, the minimum wage is currently around $16.11 per day, while in the Philippines, it is around $10.30 per day. However, labor costs vary depending on the type of work and the region where the work is being performed. For example, labor costs in major cities like Mexico City and Manila may be higher than in smaller towns or rural areas.

Overall, labor costs in Mexico tend to be slightly higher than in the Philippines. However, the difference is not significant enough to be the only factor businesses consider when deciding where to outsource.

Workforce skills and education

Another crucial factor to consider is the quality of the workforce. The workforce is highly skilled and educated in Mexico and the Philippines. Both countries have robust university systems and offer a vast pool of talented graduates in various fields.

Call center services Philippines emphasize English language skills, making it an attractive destination for businesses that require customer support or other services that involve direct communication with English-speaking customers. Many Filipino workers are fluent in English, which can help to minimize communication barriers and improve customer satisfaction.

In contrast, Mexican workers often have high-demand technical and engineering skills in industries such as manufacturing, aerospace, and automotive. Many Mexican workers also have experience working with U.S. companies, which can make them familiar with American business practices.

Cultural compatibility

Cultural compatibility is another crucial factor to consider when outsourcing. Companies should look for countries where the business culture and communication style are compatible with their own. For example, if your company is US-based, you may find it easier to work with a country with a similar business culture and communication style.

Mexico has a strong cultural connection with the United States, making it a good choice for companies based in the U.S. Mexican workers are often familiar with American business practices, making it easier to collaborate and communicate effectively.

There is a significant American influence in the Philippines due to the country’s history as a U.S. colony. This influence is particularly evident in language, education, and business practices. Many Filipinos are fluent in English and are familiar with American culture, making it a good option for businesses that require close collaboration with U.S.-based teams.

Infrastructure and technology

Infrastructure and technology are essential factors to consider when outsourcing. Companies need a reliable and modern infrastructure to ensure that the work is done efficiently and on time. They also need to ensure that the technology is compatible with their systems and that sufficient support is available.

Contact center services Philippines have invested heavily in building modern infrastructure and technology systems, particularly in its major cities. The country has a reliable power supply, good internet connectivity, and modern office spaces. Many companies in the Philippines also have experience working with international clients, which can help to ensure that the technology and infrastructure are compatible with global systems.

The infrastructure and technology in Mexico vary depending on the region. While major cities like Mexico City have modern infrastructure and technology systems, other parts of the country may not be as developed.

The Philippines, on the other hand, has a more consistent national infrastructure and technology system comparable to developed nations worldwide.

Choosing Philippines Call Center or Call Centers in Mexico

Before selecting a call center in the Philippines or Mexico, you first need to figure out which country will be best for your company.

Here are some inquiries you should ask yourself:

What type of work do you want to be done? Are there specific skills needed for that work? Do you need any particular environmental factors?
How important is the cost?
What level of quality do you expect? Will it matter if the work isn’t done in English? Will it matter if some employees are bilingual? Will it matter if some employees are fluent in English?
Will this project require any special equipment or facilities? Do those facilities exist in the Philippines or Mexico but not where I currently live? If so, can they be rented or purchased at a reasonable price? Or will renting them be too expensive or difficult logistically?

Once done answering these questions, you should be able to choose a vendor with the right skills and experience to fit your business.

So, which is the better option?

In conclusion, outsourcing to the Philippines or Mexico is an excellent option for your business. You’ll get your money’s worth, but it comes down to what’s best for your needs. A contact center Philippines will be a better fit if you’re looking for technical support, marketing, or virtual assistant services.

The great thing with Philippines call center such as SPLACE is that they adapt well to your company culture and sensibilities and build long-term relationships with global clients.

Eventually, it all comes down to your business needs and what you’re trying to accomplish. Ultimately, it’s up to you!

About SPLACE

Splace is a business process outsourcing company composed of highly trained, top-rated, experienced, talented, and dedicated Filipino professionals whose mission is to bridge the gap between global companies and their need for exceptional Filipino talent.

If you are interested in Splace’s Business Process Outsourcing Solutions,

email: ceo@splacebpo.com or call us at +1 503 488-3540.

February 27, 2023

What is Quality Assurance and Why it matters when Outsourcing Your Business?

You’ve probably heard a representative of a customer support center would say, “This call is being recorded or monitored for quality assurance purposes.”

Although it would be simple to disregard this and continue making your call, has it ever caused you to stop and think – what does quality assurance mean in a contact center company? Also, how is a recording of your conversation with a customer support person used?

What is Quality Assurance?

Quality Assurance (QA) in call center services refers to evaluating and monitoring the performance of call center agents, processes, and systems to ensure customer service standards and customer satisfaction. The goal of QA in a call center environment is to identify areas for improvement, resolve issues and provide training and coaching to agents to improve their performance.

Generally, BPO companies use several methods to maintain quality evaluation.

Call Monitoring

Contact centers in the Philippines require managers to record calls to assess agent performance and identify areas for improvement. Call monitoring in call center services refers to monitoring and evaluating phone conversations between call center agents and customers.

The purpose of call monitoring is to ensure that the call center agents are providing high-quality customer service, adhering to company policies and procedures, and delivering effective and efficient support.

Call monitoring, performed in real-time, allows the supervisor listens to the call as it’s happening or after it has been completed. Call monitoring can sometimes be done by using call recording software that allows supervisors to listen to recorded calls later.

During call monitoring, supervisors will assess various factors, such as the agent’s tone of voice, listening skills, problem-solving ability, and adherence to scripts and guidelines. The results of call monitoring can be used to provide feedback and training to call center agents to help them improve their skills and provide better customer service.

Customer Surveys

Customer surveys in call center services are tools used by call center organizations in the Philippines to gather customer feedback about their experiences and opinions on the services provided by the call center. These surveys aim to assess customer satisfaction, collect information about customer preferences, and identify areas for improvement in the call center’s services.

The surveys can be conducted in various forms, including phone calls, email, or web-based surveys. They usually consist of questions that customers are asked to answer, ranging from simple yes/no questions to more in-depth questions that require written responses.

The feedback collected from customer surveys is crucial in providing call centers valuable insights into customer experiences. Based on this feedback, call centers can identify trends and areas that need improvement, such as wait times, call handling procedures, and customer support quality.

Moreover, customer surveys help call centers to build and maintain strong customer relationships by demonstrating their commitment to providing high-quality services. The results of these surveys can also be used to recognize and reward call center agents who provide exceptional customer service.

In conclusion, customer surveys in call center services play an essential role in ensuring customer satisfaction and improving the overall quality of service the center provides.

Performance Metrics

Contact center supervisors evaluate their agent’s telemarketing or customer service skills through average call handling time, first call resolution rate, and customer satisfaction scores. Average Call Handling Time (ACHT) measures the amount of time an agent spends on a call, from start to finish. This metric helps organizations understand how efficiently agents handle calls and can identify areas for improvement in call flow or training. A lower ACHT is typically desirable, indicating that agents take calls quickly and effectively.

First Call Resolution Rate (FCR) measures the percentage of calls resolved during the first interaction with the customer. This metric is a crucial indicator of customer satisfaction, as fixing an issue on the first call saves the customer time and reduces frustration. A higher FCR rate can also lower call volume and improve agent productivity.

Customer Satisfaction Scores (CSAT) measure how satisfied customers are with the service they receive from a call center. For example, managers assess this metric through surveys, where customer service representatives ask their customers to rate their call experience on a scale from 1 to 10. A high CSAT score indicates that customers are happy with the service they receive.

In contrast, a low score can indicate areas for improvement regarding training, processes, or the customer experience. These metrics, when analyzed together, can give a comprehensive picture of call center performance and help organizations identify areas for improvement. By focusing on improving ACHT, FCR, and CSAT, organizations can enhance the customer experience, increase agent productivity, and ultimately drive business success.

Quality Scoring

Evaluating call center representatives’ performances rely on specific performance elements, such as product knowledge, communication skills, and problem-solving abilities. Call center agents are the face of a company for many customers, and their performance can significantly impact customer satisfaction and loyalty.

Scoring agents on specific performance elements allow for objective evaluation of their capabilities and help identify areas for improvement. Product knowledge is an essential aspect of a call center agent’s job. They must know the company’s products, services, and related industry information to answer customer questions and resolve issues effectively. Scoring agents on product knowledge help ensure they can provide accurate and timely information to customers.

Communication skills are also critical in a call center setting. Agents must communicate effectively with customers, using proper grammar, tone, and language. Scoring agents on communication skills help evaluate their ability to provide a positive customer experience, even in challenging situations.

Problem-solving abilities are also critical to a call center agent’s role. They must quickly assess customer issues and find appropriate solutions, often under pressure. Scoring agents on problem-solving abilities help evaluate their ability to handle customer inquiries and resolve problems promptly and effectively.

Scoring call center agents on specific performance elements such as product knowledge, communication skills, and problem-solving abilities provides valuable insights into their capabilities and helps identify areas for improvement. This information can be used to deliver targeted training and support, ultimately leading to improved customer satisfaction and better overall performance.

To conclude, by regularly conducting quality assessments, call centers can ensure that their agents provide high-quality customer service and continuously improve their performance. It can result in increased customer satisfaction, improved customer retention, and reduced operational costs.

About SPLACE

Splace is a business process outsourcing company composed of highly trained, top-rated, experienced, talented, and dedicated Filipino professionals whose mission is to bridge the gap between global companies and their need for exceptional Filipino talent.

If you are interested in Splace’s Business Process Outsourcing Solutions,

email: ceo@splacebpo.com or call us at +1 503 488-3540.

February 15, 2023

Things to Ask Before Deciding to Outsource Your Business with a Call Center Company | SPLACE

Things to Ask Before Deciding to Outsource Your Business with a Call Center Company

If you’re considering outsourcing your business to a call center, the first thing to figure out is whether it’s worth it. If it doesn’t save money or make your business more efficient, then what good is it?

You might want to look into outsourcing if your call center is not getting enough calls, your employees are overworked, or you want to improve customer service by hiring people with better English skills.

Now that you’ve decided that outsourcing is for you and have found a company willing to do so, there are some things you should know before signing on the dotted line.

Do your research

Doing your research is the first step to optimizing a call center interview. You’ll need to ground your inquiries on the following topics:

The company and its mission statement
The industry in which it operates and its prospects for growth
Competitors in the same industry, as well as those outside of it who may be able to provide insight into how yours stacks up against them

Get a list of the potential candidates' past clients and call them

Ask about their experience with the candidate, what they liked, what they didn’t like, and whether or not they’d hire that person again. It will present a concept of how well-liked the candidate is among their previous employers and colleagues, which can tell you a lot about how they’ll fit in at your company.

Ask about the company's process

Once those are complete, it’s time to ask about the company’s process. The most important thing to understand is how long it takes for new hires to get started and what training they require. You also want to know the performance expectations for employees and how often they’re evaluated.

Ask these questions:

What is your onboarding process?
How long does it take for new hires to start working in my department or team?
What do you consider ‘average’ regarding a team member evaluation?

Don't forget the interview is a two-way street

It’s important to remember that the interview is a two-way street, and you must be prepared for questions about your experience and goals. If you’re interviewing with multiple BPO companies in the Philippines, it’s good practice to ask each one what they see in their employees and what career path they offer.

You can also ask about the culture of the workplace – do people work together well? Are they enthusiastic about coming to work every day? And if this company is hiring someone undergraduate, how long do they expect it would take for that person to move up in the ranks at this company?

It can be helpful during an interview if both sides come prepared with a list of questions, so everyone knows what topics are worth discussing further.

Ask the company questions to find out how they'll deal with customer complaints

This is an important question to ask. You want to know how the company handles customer complaints and how they will deal with yours when they come up. Be sure to ask about their complaint resolution process and their training process for customer service representatives.

You want a company that can handle complaints quickly and courteously and doesn’t make you feel like you’re being given lip service or brushed off by someone who doesn’t care about your issue.

Make sure that the company understands the value of punctuality

When interviewing call center companies in the Philippines, ensure they know how important it is for them to be on time for every shift. If you don’t feel like they take this seriously enough, it’s probably best not to hire them.

A good Philippines call center will ask you what kind of service you want from them

When interviewing a call center, they must understand what you want from them. If they don’t know how to provide the service that will meet your needs, then there’s no point in hiring them.

The good news is that most reputable call centers in the Philippines have done their homework and know precisely what kind of services they can provide. They’ll tell you about those when asked during an interview. Make sure the company understands why providing good customer service is so important.

Find out what kind of training the employees get at the call center

Ask about their educational requirements and how long it takes to become fully qualified. Find out if they have any special programs for new hires or prior experience in customer service and sales and how much time they spend on training.

If you’re considering hiring your staff members, ask if they’ll be willing to train them. A good company will always want to help its employees gain new skills so everyone can grow together, including teaching others how to do things right.

Make sure they have a solid understanding of all aspects of customer service

When you’re interviewing a call center company, they must have a solid understanding of all aspects of customer service. This includes:

- - Understanding the customer’s needs. A good call center knows its customers’ needs and how it can provide them.
  - Knowing how to solve problems. A good call center knows how to solve problems for their customers, and whether those problems are technical or logistical, they should have an answer ready to help put your mind at ease.
  - Understanding how to handle a customer complaint or request for more information from them directly. If there’s any way possible for you as an employer or client to get in touch with someone over the phone when something goes wrong with one of your orders or projects being done by this contractor/vendor, then do so.

The best outsourcing companies provide ongoing training

You can’t expect your employees to be well-trained if they aren’t getting the proper training. The best outsourcing companies provide ongoing training through workshops, seminars, webinars, etc. They also offer a Learning Management System (LMS).

This is an online platform where you can access all your company’s resources in one place–including training materials for new hires and current employees. This type of system must be used by both parties to keep both sides up-to-date on current industry trends and best practices for handling customer calls.

Conclusion

The best call center in the Philippines understands your business’s needs and can adapt to them. You should be able to trust them, so they must have a solid foundation in customer service. Make sure they have trained employees who are prepared for any situation, whether an angry customer or someone who wants help finding something on their website.

About SPLACE

Splace is a business process outsourcing company composed of highly trained, top-rated, experienced, talented, and dedicated Filipino professionals whose mission is to bridge the gap between global companies and their need for exceptional Filipino talent.

If you are interested in Splace’s Business Process Outsourcing Solutions,

email: ceo@splacebpo.com or call us at +1 503 488-3540.

February 10, 2023

The Future of Business Process Outsourcing and How it Could Impact Your Business | SPLACE

The Future of Business Process Outsourcing and How it Could Impact Your Business

Business process outsourcing (BPO) is a growing industry, and it’s expected to continue to grow. The Philippines is quickly becoming the global hub for BPO. The Philippines’ competitive advantage lies in its low-cost operating environment, with more than 90% of its workforce comprised English-speaking professionals.

This post will discuss how BPOs work, new trends and technologies impacting this industry, and how they can help your business.

How BPOs Work

Business process outsourcing allows companies to outsource specific processes to third-party service providers. The goal of BPO is to improve operational efficiency, reduce costs and improve the quality of products or services provided by the company.

Here are just some of the many benefits of outsourcing:

It increases productivity.
It builds a solid internal team for your business.
It allows me to focus on what I do best: marketing, sales, and product development.
It allows me to offer excellent service at a lower cost than if I did it in-house.
It frees up resources for more creative endeavors that drive our business forward.

The latest trends in BPO

Technology is constantly changing the way we do business. Technology companies are looking for ways to disrupt the BPO industry as the world moves towards a more digital economy. Here are some of the latest trends in BPO:

Artificial intelligence (AI) is used to automate customer service and provide better customer experiences.
Big data analytics allow companies to track customer behaviors and predict what they want or need next.
The Internet of Things (IoT) allows businesses to automate operations and gather data from multiple sources in real time.
Robotics is making its way into customer service centers as well—robots can handle simple tasks like answering phone calls or responding to emails, freeing up human workers for more complicated tasks.

What does this mean for your company?

This year, BPO technology will be used by companies across all industries to improve efficiency, save money, and increase productivity.

Here are some ways technology helps businesses this 2023:

Automate repetitive tasks that take up time and money.
Improve customer service by allowing customers to self-serve through digital channels such as chatbots or IVR systems.
Reduce costs by eliminating employees who perform repetitive tasks.
Increase revenue by allowing companies to provide more services.

The Philippines is the global hub for BPO

The Philippines is quickly becoming the global hub for business processing outsourcing, especially the BPO in Davao City. The country has a large English-speaking population, and its economy is growing faster than any other Asian nation.

The Philippines’ GDP is expected to grow by 6% in 2019 – making it one of the fastest-growing economies in Asia. Additionally, its GDP per capita increased by more than 20% between 2016 and 2018. These factors, combined with its large English-speaking and educated workforce, make it an ideal location for BPO companies looking to expand their operations globally.

The same is true for those who want to relocate from other countries, such as India or China, where costs have become prohibitively high over time due to high inflation rates caused by rapid economic growth coupled with limited supply chain capacity at home. This drives up prices due to demand exceeding supply levels available locally within these countries borders.

Why are Filipinos so successful in BPOs?

Filipinos working in the Philippines customer service outsourcing, particularly in BPO Davao, are very hard-working. They have a strong work ethic and are very approachable. In addition, they have a solid loyalty to their employer – they value your relationship with them. They will ensure that you are always happy by doing everything necessary for your business.

This makes it easier for employers because they don’t have to worry about their employees leaving or not doing their job correctly. After all, Filipinos strive to do better every day to prove themselves worthy of being part of your company’s team.

Deciding on the right BPO company for your business

When you’re looking to outsource your business processes to BPO companies in the Philippines, it cannot be easy to know where to start. Here are some key factors that will help you choose the right BPO call center Philippines:

How much experience do they have in your industry?
Does their software meet your needs and expectations?
Are they flexible enough to adapt their services as needed by your company over time or at least within a reasonable time?

There are a few things to consider when choosing a BPO company, including:

The size of their team: Larger teams have more resources available, but it’s also likely that they’ll be less personal than smaller companies.
Their track record: If they’ve been trusted and have plenty of clients, that’s a good sign!
How much they charge: This will vary based on the level of service you’re looking for, but it’s essential to stay within budget even if you’re excited about what’s being offered.

Choosing a BPO company for your business can be challenging, especially if you’re unfamiliar with the industry. You might think it’s just like hiring any other vendor – you’ll need to vet the company and ensure it has a good reputation, then sign on the dotted line.

However, BPO differs from most other types of businesses because it involves much more than just buying goods or services. What makes a BPO company great isn’t necessarily its ability to perform well — it’s its ability to help you grow as a company.

Conclusion

The future of business process outsourcing is bright, and it’s poised to continue growing as a sector. Businesses can take advantage of this trend by considering BPO as an operation option. It’s important to remember that outsourcing is only suitable for some companies, and some industries may not be able to outsource at all due to the nature of their work. Nevertheless, anyone who thinks they might benefit from this arrangement should consider exploring it further before deciding against it altogether.

About SPLACE

Splace is a business process outsourcing company composed of highly trained, top-rated, experienced, talented, and dedicated Filipino professionals whose mission is to bridge the gap between global companies and their need for exceptional Filipino talent.

If you are interested in Splace’s Business Process Outsourcing Solutions,

email: ceo@splacebpo.com or call us at +1 503 488-3540.

February 8, 2023

Everything You Need to Know Before Partnering with a Call Center in the Philippines | SPLACE

Everything You Need to Know Before Partnering with a Call Center in the Philippines

Partnering with the right business process outsourcing company to assist you in managing your company will help you expand your enterprise. The Philippines offers plenty of options for a call center company. But finding and working with the perfect match for your business need due diligence in research. There are several factors to consider when looking for the best call center i Philippines. Hence, we give you six tips on selecting the right BPO provider.

High NPS scores represent client satisfaction

Net Promoter Scores (NPS) are the most widely used metric for customer satisfaction worldwide. They are gathered through surveys that assess customers’ willingness to suggest items or services instead of chosen references.

A high NPS score represents customer satisfaction because it indicates customer loyalty and positive word-of-mouth. It can also serve as an early warning sign for potential issues, allowing BPO companies in the Philippines to take proactive measures to address them before they become more significant problems.

As a reliable indicator of service quality, ask potential partners for their NPS score. Ask them to justify their scores and the dynamics behind them.

Research potential Outbound Telemarketing Services in the Philippines

Look for company call centers in Davao City Philippines that specialize in the type of work you need, have a good reputation, and have experience working with similar projects. There are various reasons you should spend time researching prospective BPO businesses before partnering with them.

Reputation: Because BPO businesses directly influence a company’s reputation and customer satisfaction, it’s critical to investigate their track record and industry reputation. Ask for feedback from friends or employees about the company’s reputation and inner workings.

Quality of services: Investigating a possible BPO company’s quality of services will provide insight into the company’s skills and subject expertise. There are numerous websites on the internet or any social media platform on the performance and quality services top companies provide.

Cost-effectiveness: BPO providers provide cost-saving benefits, but examining the company’s price and overall cost of outsourcing is critical to verify it falls within the budget.

Open Communication: Clear and honest communication is vital to the success of any outsourcing partnership. Researching the company’s communication processes and collaboration methods can help ensure that both parties are on the same page.

Data security and privacy: BPO companies often handle sensitive and confidential information, so it’s essential to research their data security and privacy policies to ensure that the company can be trusted with this information.

Researching potential BPO companies is essential for any business to ensure that it enters into a partnership with the right company that can meet its specific needs and provides high-quality services.

Evaluate the BPO company's capacity

Understanding a BPO’s capabilities to manage people, infrastructure, and technology initiatives is vital to the success of an outsourcing collaboration.

Workforce: The BPO’s personnel size and skill level will affect the company’s ability to undertake projects and fulfill deadlines. Investigating the company’s human resources can reveal information on the company’s capacity to handle a high volume of work and adapt to unanticipated surges or declines in demand.

Infrastructure: The BPO’s infrastructure, which includes physical buildings and equipment, is critical to the quality of its services. Investigating the company’s infrastructure may give insight into its capacity to deliver secure and dependable services and its willingness to invest in the technology and equipment required for the partnership’s success.

Technology: software and tools used by BPOs are essential to the efficient delivery of services. Studying the company’s IT infrastructure can give insight into its potential to adopt the most cutting-edge solutions to improve service quality and maintain the security of sensitive data.

Evaluating a BPO business’s capacity to manage projects in terms of people, infrastructure, and technology is critical to ensuring that the company has the resources and capabilities to offer high-quality services that match the demands and expectations of the outsourcing partner. This will reduce the likelihood of project failure, delays, and unanticipated expenditures.

Communication and Collaboration

Good communication and collaboration are critical to a successful outsourcing partnership. Ensure the company has a strong track record of communication and collaboration with clients.

Clarity of expectations: Clear and open communication helps both parties understand the project goals, timelines, and expectations. This can minimize misunderstandings and reduce the risk of project failure.

Problem-solving: Effective communication and collaboration are crucial in addressing and resolving any issues that may arise during the project. The BPO partner should communicate potential problems proactively, and both parties should work together to find solutions.

Continuous improvement: Open communication allows for constant feedback and improvement. The outsourcing partner can provide feedback on the quality of services, and the BPO company can continuously use this feedback to improve its services.

Building trust: Clear and open communication helps to build trust between the Philippines customer service outsourcing partner and the your company. This trust is critical for the partnership’s success and for ensuring a long-term relationship.

Effective communication and collaboration are essential for the success of BPO partnerships. Clear and open communication helps ensure both parties have a clear understanding of expectations, addresses and resolves any issues that may arise, and builds trust between the parties. This can lead to a successful and long-lasting outsourcing partnership in the Outbound telemarketing services Philippines.

Check references and reviews

Ask for references and check online reviews to understand the company’s past performance and customer satisfaction. Asking for references and checking online reviews can provide valuable information about a BPO company’s past performance and customer satisfaction.

Past performance: Speaking with previous clients and reading online reviews can provide insight into the company’s performance on past projects. This factor can help clients better understand the company’s capabilities, the quality of its services, and the ability to meet deadlines and deliver results.

Customer satisfaction: Customer satisfaction is an essential indicator of the quality of a BPO company’s services. Reading online reviews and speaking with previous clients can provide insight into customer satisfaction with the company and its services.

Industry reputation: Checking the company’s online reviews and reputation can provide insight into its standing in the industry and its ability to attract and retain customers.

Problem-solving ability: Asking for references and reading online reviews can provide information on the company’s ability to handle and resolve problems. This can be valuable information when evaluating the company’s potential as a long-term outsourcing partner.

Researching for references and checking online reviews can provide valuable information about a BPO company’s past performance, customer satisfaction, industry reputation, and problem-solving ability. This information can help businesses make informed decisions when choosing a BPO company and ensure they partner with a company that can meet their specific needs and provides high-quality services.

Negotiate terms and conditions

Negotiate clear terms and conditions that cover deliverables, timelines, quality standards, and payment terms. Negotiating terms and conditions is critical when applying for a job in the BPO (Business Process Outsourcing) industry. There are several reasons why it is crucial to negotiate:

Fair compensation: Negotiating terms and conditions ensures that you receive fair compensation for the work you will be doing. This includes salary, benefits, bonuses, and other incentives.

Work-life balance: Negotiating terms and conditions can help ensure a reasonable work-life balance. This may include flexible hours, remote work options, and paid time off.

Career growth opportunities: Negotiating terms and conditions can also ensure that you have professional growth and development options. This may include training and development programs, opportunities for advancement, and access to the latest tools and technology.

Protecting your interests: Negotiating terms and conditions can help protect your interests and ensure that you clearly understand both parties’ responsibilities, expectations, and rights.

Negotiating terms and conditions is a critical step when applying for a job in the call center industry in the Philippines. Negotiating can ensure fair compensation, a reasonable work-life balance, opportunities for professional growth and development, and the protection of your interests. To reach a mutually beneficial agreement, it is vital to approach negotiations professionally and respectfully, clearly understanding your needs and priorities.

Negotiate terms and conditions

Making the right choice is difficult, but we must always remember that believing and knowing are two very different concepts. That is why it is essential to see the job you’re entering and understand the value you bring to the company. Research, communication, collaboration, and negotiation are vital tools to have a successful relationship with your future company. Play with your strengths, and remember to upgrade your weaknesses. Let the environment around you challenge you to improve as a person and an employee.

About SPLACE

Splace is a business process outsourcing company composed of highly trained, top-rated, experienced, talented, and dedicated Filipino professionals whose mission is to bridge the gap between global companies and their need for exceptional Filipino talent.

If you are interested in Splace’s Business Process Outsourcing Solutions,

email: ceo@splacebpo.com or call us at +1 503 488-3540.

September 21, 2022

Philippines as Brand’s Best Partner in Outsourcing | SPLACE

Business process outsourcing is the hiring of a professional or agency from outside the business to carry out particular duties and procedures. BPO might be regional, international, or local. Businesses outsource highly specialized and technological services, such as data analytics and consultancy, as well as non-core operations like back-office work.

The Philippines’ BPO sector offers a number of significant advantages over other outsourced locations. Progressive infrastructure and technology, human resources that speak English fluently, as well as low labor costs, are all advantages that the nation will continue to have in the future. The biggest corporations in the world, located in nations like the US, Australia and Canada, who rely on outsourcing, highly appreciate these qualities. For businesses looking to enter this sector, the country is currently in a great position to diversify its outsourced services. The Philippines plays a remarkable part in preserving BPO’s status as a top provider in CX. With this, BPO companies in the country invest in integrating the best people, processes, and technology.

Shared service offices, and third-party outsourcing companies make up the Philippines’ outsourcing sector. Multinational corporations outsource parts of their operations in the country. Companies in various sizes and requirements can choose from a wide range of offshore outsourcing services provided in the Philippines. In addition, the Philippine government includes BPO sector significant to the nation’s highest priority development areas.

Young people working in the call center. New deals is coming

August 30, 2021