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March 17, 2023
BPOCALL CENTERDAVAOPHILIPPINES

Importance of IT Outsourcing in the United States

Importance of IT Outsourcing in the United States

In today’s competitive global market, IT outsourcing has become an essential strategy for businesses in the United States. Outsourcing IT services offers several benefits, such as access to highly skilled professionals, significant cost savings, enhanced efficiency, and greater scalability. By partnering with external providers, businesses can concentrate on their core competencies while tapping into these professionals’ specialized knowledge and expertise. Moreover, outsourcing IT services enables companies to stay up-to-date with the latest technology and infrastructure, which can be prohibitively expensive to implement in-house.

What are the benefits of IT outsourcing?

IT outsourcing offers several benefits, including cost savings, access to specialized expertise, increased efficiency, scalability, and the ability to focus on core business activities. Outsourcing can also provide access to the latest technology and infrastructure, which may be costly to implement in-house. Additionally, outsourcing can help businesses respond quickly to changing market demands, allowing them to adapt to new business environments and stay ahead of the competition.

How do I choose the right IT outsourcing provider for my business?

When it comes to outsourcing IT services for your business, it’s important to take a few key factors into consideration. First and foremost, you’ll want to find a provider with expertise in your industry who can offer the specific services you require.

 

  • It’s also a good idea to check the provider’s reputation by reviewing their references and customer feedback to ensure that they have a solid track record within the industry. Cost is another important consideration, so comparing prices and value for money across different providers is wise.

 

  • Additionally, you should consider the provider’s location and whether it fits your business needs well. Security is of utmost importance, so you’ll want to ensure that the provider has robust measures to protect your sensitive data and systems. Good communication is also key, so look for a provider that is responsive and able to communicate with you throughout the process effectively.

 

  • Scalability is another factor to remember, as you’ll want to choose a provider that can grow and adapt its services as your business evolves. And, of course, it’s important to thoroughly review the contract terms, including any service level agreements, termination clauses, and intellectual property rights. Considering these factors, you can select an IT outsourcing provider that will align with your business goals and meet your needs.

How can I ensure data security when outsourcing IT services?

When outsourcing IT services, it’s essential to prioritize data security. To protect your data, here are some actionable steps you can take:

  1. Firstly, conduct due diligence by thoroughly researching potential outsourcing providers and verifying their security credentials. This can help you ensure that you’re partnering with a trustworthy provider.
  2. Next, establish clear security protocols and requirements in the contract with the outsourcing provider. These protocols should include access controls, encryption, and data backup procedures. It’s also important to monitor the activity of the outsourced IT team to detect any suspicious behavior or security breaches. This can help you take timely action to prevent potential data breaches.
  3. Another crucial step is to train your employees on best practices for data security, including password management, phishing awareness, and data handling procedures. This can help your team recognize and avoid potential security threats. Regularly reviewing your security measures is crucial to identifying potential risks and ensuring regulatory compliance. Security reviews and audits can help you avoid any potential security issues.
  4. In addition, it’s important to conduct background checks on outsourced IT staff to ensure their trustworthiness and security clearance. Lastly, use secure communication channels for sharing sensitive information with the outsourcing provider. This includes encrypted email or secure file-sharing platforms.

By following these steps, businesses can minimize the risk of data breaches and ensure the security of their sensitive information when outsourcing IT services.

How can I measure the success and ROI of IT outsourcing?

Many elements must be considered when assessing the performance and return on investment of IT outsourcing. To evaluate the cost reductions:

  • First, compare the cost of outsourcing IT services against the cost of offering them in-house. Outsourcing IT services should be compared to company requirements and service level agreements to save time and resources.
  • Next, it is critical to assess how outsourcing IT services has influenced your company’s performance. This may be accomplished by looking at greater efficiency, productivity, and revenue growth. You should also assess client satisfaction and how outsourcing IT services has affected their experience.
  • Another important factor in assessing the effectiveness of outsourcing IT services is calculating the return on investment (ROI). The ROI may be calculated by weighing the financial advantages of outsourcing IT services against the expenditures.

Outsourcing IT services has become a solid approach for organizations to keep up to speed with the latest industry trends in today’s fast-changing technological world. It also helps businesses to be more nimble and responsive to changing market needs, providing them with a competitive advantage. Tracking and monitoring these KPIs may thus assist firms in determining the efficiency of their IT outsourcing activities and planning for the future.

Book A Call

For more information, please contact:

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

 

Email: ceo@splacebpo.com

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March 8, 2023
BPOCALL CENTERDAVAOPHILIPPINES

How Outsourcing Services Can Help Businesses Survive Economic Downturns

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:

 

  1. 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.
  1. 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.
  2. 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:



  1. 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.
  2. 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.

Book A Call

For more information, please contact:

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

 

Email: ceo@splacebpo.com

For more information, please contact:

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

 

Email: ceo@splacebpo.com

READ MORE
February 27, 2023
BPOCALL CENTERDAVAOPHILIPPINES

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

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.

Book A Call

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

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

READ MORE
February 8, 2023
BPOCALL CENTERDAVAOPHILIPPINES

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

Outsourcing

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.

Book A Call

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

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

READ MORE