OR outsourcing

6 Simple, yet Actionable key considerations worth keeping in mind, when looking for the Ideal Outsourcing Partner.

by with No Comment Contact Center

Outsourcing has emerged as a valuable strategy in the fast-paced business world that can fuel growth and expansion. However, finding the right outsourcing partner is vital to maximizing the benefits of this approach.

Regarding outsourcing Asia, particularly India, Bangladesh, Pakistan, China and Philippines  stands out as a prominent outsourcing hub offering numerous advantages. Reliability, cost-effectiveness, and accelerated time-to-market are just a few benefits of outsourcing. Top companies like Microsoft, Apple and Google have outsourced more than 40% of their work to Asian countries. 

To fully understand these advantages, carefully considering various factors are necessary to avoid potential failures, time loss, and additional costs. While the process of selecting an outsourcing partner, whether from Pakistan or any other country, following these best practices will not only allow you to find the right outsourcing partner but will also help you build a competitive advantage. Here are the essential practices to follow:

Create Scope of Work document:

Before engaging with potential outsourcing partners, creating a comprehensive scope of work document is essential. Take the time to determine your business goals, identify specific needs, and outline the ideal solutions for achieving the desired outcomes .If creating a technical scope of work seems challenging Before engaging with potential outsourcing partners, creating a comprehensive scope of work document is essential. Take the time to determine your business goals, identify specific needs, and outline the ideal solutions for achieving the desired outcomes . If creating a technical scope of work seems challenging initially, you can start by answering fundamental questions, such as:

By answering these questions, you can pinpoint the problems you aim to solve, establish a clear roadmap for addressing them, and align your overall business objectives.

It’s important to remember that outsourcing is not a plug-and-play solution; it requires a targeted approach. As the business owner, you possess unique insights into your operations. Expecting an outsourcing partner to have the same familiarity with your business is unrealistic.

To achieve the best results, it is crucial to communicate specific requirements rather than providing vague instructions like “Hire a web developer for amazing results” or “Recruit a lead generation specialist with experience.”

Seek for Technical & Industry Expertise:

After finalizing the scope of work, you can start evaluating potential outsourcing partners. When shortlisting three to five vendors, consider the following factors:

Technical expertise forms the foundation for outsourcing partners to develop and implement effective CX strategies. With a solid understanding of various technologies, tools, and platforms, outsourcing partners can efficiently design and optimize customer journeys, streamline support processes, and improve overall customer satisfaction.

Industry knowledge plays a pivotal role in delivering tailored CX solutions. An outsourcing partner with vertical-specific expertise possesses a comprehensive understanding of the industry’s nuances, customer pain points, and market trends. This knowledge enables them to develop customized CX strategies aligned with industry standards, compliance regulations, and customer expectations.

A passionate outsourcing partner shares your organization’s values, vision, and commitment to delivering exceptional customer experiences. They understand the importance of customer-centricity and possess a genuine passion for exceeding customer expectations. When both parties are aligned in their objectives and mindset, it fosters a strong partnership and enhances the chances of project success.

In the pursuit of delivering exceptional customer experiences, many organizations turn to outsourcing partners for their expertise. However, selecting the perfect CX outsourcing partner requires careful consideration of industry-specific challenges. An ideal CX outsourcing partner understands the expectations and possesses the agility to adapt to changing customer demands.

Market Reputation:

Quality is non-negotiable in any business partnership. However, it is equally important to collaborate with a partner who consistently meets deadlines and maintains professional behavior. Therefore, before finalizing an agreement, thoroughly assess the market reputation of your potential outsourcing partner.

In today’s digital world, researching and evaluating the history and reputation of an outsourcing company is easily achievable. Platforms like Clutch and GoodFirms provide valuable insights through client reviews. Additionally, contacting past clients directly can clarify their experiences with the outsourcing partner.

Ultimately, you should only engage an outsourcing partner if you are convinced of their positive market reputation, alignment with your business goals, and track record of delivering projects on time.

Cost Structure understanding and Communicating about your Budget:

Budget considerations should be taken more seriously,  as they can lead to unhappy relationships with vendors and project setbacks. It is critical to understand their pricing methodology, which may differ depending on the type of the work, size of your company or the urgency of the project. It is possible to have an hourly rate model, a fixed pricing model, or a dedicated team model. Check to see if the cost model fits your job requirements and budget. 

Get on the phone with them, bring your scope of work document, and discuss their cost if you don’t see it on their website, which is common.

You must determine how much money you will invest in your project and communicate your budget to the outsourcing partner you have chosen.

Protection of Data &  Intellectual property:

You share sensitive business information with the outsourcing partner when you outsource a project. It is important to protect your data and intellectual property by taking the following steps:

  • Examine their nondisclosure agreement (NDA) and thoroughly study it. This agreement will legally bound the partner to keep your information confidential, and if you have any questions, you can always enquire and check if anything is  skeptical.
  • Seek an outsourcing partner who has a proven track record of data security. Inquire about the partner’s security measures, such as firewalls, encryption, and access control.

Efficient Development Process & Flexibility:

When selecting the perfect outsourcing partner for your customer experience (CX) initiatives, the development process and execution are crucial factors to consider. The development process encompasses the methodologies, practices, and strategies employed by the partner to execute your CX strategies effectively. Ensure that the partner has clear communication channels, transparent documentation, and a robust quality assurance and testing framework. A scalable and flexible partner who utilizes collaborative tools and infrastructure will facilitate seamless execution and successful implementation of your CX initiatives.
You must ensure that the ultimate purpose of the development process is to enable your company to accomplish the following:

Simplify with Delegation, Partner with us!

Outright is a leading outsourcing company providing high-quality services for small to medium sized  businesses . We have a team of experienced professionals who are experts in various industries and are committed to providing our clients with the best possible service.

We have a long history of providing our clients with high-quality services with a proven record of success to help them achieve their business goals. Our team of Experienced Professionals that understands various industries, and we are committed to providing our clients with the best possible service. We are committed to providing our clients high-quality services that meet their expectations. We understand that every business is different, and we are flexible enough to meet the needs of our clients. We offer our services at a competitive price and are always willing to negotiate to find a solution that works for our clients.

If you are looking for a reliable and experienced outsourcing partner, outright is the perfect choice. We are committed to providing our clients the best possible service and are confident that we can help you achieve your business goals.

 

Outsource your work to outright

Why do companies choose to outsource work?

by with No Comment Contact Center

The idea of outsourcing can appear counterproductive at first. Just because hiring the services of a third party to outsource seems risky. When you look deeper, outsourcing appears to be a smart move. It has become one of the popular business models for small and medium plus big organizations. When you look at the international market, the outsourcing market is worth about 90 billion dollars. And more than 50% of companies across the globe use outsourcing services to connect with their customer base.

Companies opt to hire third parties as their outsourcing partner for various reasons. The main reason to outsource the work is to focus on their core competencies and increase revenue growth. The major motives for outsourcing are:

  • Simplify growth
  • Save time and cost
  • Increase profitability
  • Access to global talent

Increase Profitability

The main aim of a company is to increase revenue and profitability. Hiring a third party to outsource work can help businesses to increase their profitability. Companies outsource the operations like customer support, chat support, and sales to focus on core competencies.

The customer-centric companies outsource their work to contact centres located in different countries. The wage rate in these countries is low compared to the parent company. To cut short, the business can increase its workforce at a much lower rate.

Save Time and Cost

According to a survey, the average cost to onboard a new employee cost 4150 dollars. Companies looking to grow fast always look upon cost savings. A salary of more than four thousand dollars is alarming for mid-level companies. By outsourcing their work, companies can save up to 20 of their cost. Small and medium-level companies use this amount of marketing to boost their market share. Outsourcing companies are accountable for winning customer loyalty. Meeting the set targets is another goal.

Simplify Growth

According to a study in the US, the initial five years of a newly built company are vital. There are only 50% of companies survive after five years. Furthermore, companies that are growing at a pace of 20% per year still have a 90% chance of failure.

The only solution is faster growth. Business needs to be more competitive to be successful. It may require more than an idea – it needs people, infrastructure and money to upkeep the growth. Outsourcing the work is the best solution. Outsourcing can help to speed up the hiring and training process. It certainly helps in pacing the growth in a short span of time.

Access to Global Talent

Outsourcing the work enables you to get access to global talent. What does a company want? A pool of talented people on affordable wages, with a diverse group of talented people a company can complete the projects faster. Access to global talent can be a smart strategic move for companies looking to improve their bottom line. 

Call center outsourcing

Call Center Outsourcing vs Call Center Insourcing

by with No Comment Contact Center

Call center outsourcing and call center insourcing both have greater importance for any business to succeed. But, it is important to know that one of these departments is more lethal to the success of any business. Here we will be learning some important aspects of outsource call center and call center insourcing. Stay connected!

The business operation of any company can be classified into two categories. One is known as core business operations and the second is regular business activities. Regardless of the industry in which a business is operating, core business operations are always a top priority for a business. To stand out from competitors, the business always needs innovation and brainstorming. The core business operation requires special attention from the top management to make your business grow.

Customer support is a department that is classified as a regular business operation. As a business, the customer support department should be given proper attention to make your customers happy and loyal.  Customer support is required from health care to e-commerce sector.  They are dealing with clients and the customer on a regular basis to address their concerns and queries.

Call Center Outsourcing

Call center outsourcing is the process of hiring an external workforce for managing customer operations. It brings significant benefits to a business. It allows businesses to handle customer queries and complaints in a much more efficient and effective manner.

Outsourcing companies have special expert teams that can handle customer support which saves a lot of time and cost. It helps businesses to focus more on their core business to grow at a rapid pace.  Some of the benefits of call center outsourcing are listed below.

  • Cost-effective
  • Scalability
  • Improved Focus
  • Access to the latest technologies
  • 24/7 availability

Call Center Insourcing          

Call center insourcing is just the opposite phenomenon to call center outsourcing. In insourcing, the company decided to hand over the customer support department to the workforce working inside the organization. They don’t take risk of hiring an outsourcing company to complete this operation.

In call center insourcing, the company has decided to take risk of investing in workforce, infrastructure, and technologies. If this department fails to handle customer support effectively, it could result in horrendous outcomes for any business.  There are some key benefits of call center insourcing.

  • Improved Quality Control
  • Increase flexibility
  • Increase brand control

Call center outsourcing vs call center insourcing: Which one is better?    

There are a few parameters on which you can scale the effectiveness and efficiency of both departments. Some of the set parameters are efficiency, effectiveness, management, and cost management. If you opt for in-house call center services, you need to have an expert team and you have to invest a lot of money. It has been seen that the success rate of call center insourcing is very low compared to call center outsourcing.

Call center insourcing is scalable and profitable for a business when it is operated on a smaller scale. However call center outsourcing, you can have endless options. Keep in mind that call center outsourcing is always a viable option for businesses as they have trained teams that can handle a large volume of data and can help you to expand your customer base.

significant advantages of using social media platforms in call centers and BPOs is the ability to provide instant support

Role of Social Media in Call Centers and BPOs

by with No Comment Contact CenterWebs & Digital Marketing

In the era of digitalization, social media platforms have become an integral part of our daily lives. With millions of people accessing social media platforms daily, businesses have started using them to interact with customers, increase brand awareness, and provide support. The call center and business process outsourcing (BPO) industry is no exception. Social media platforms have become vital for call centers and BPOs to improve their customer support services.

Social media platforms such as Facebook, Twitter, Instagram, and LinkedIn offer a great way for businesses to interact with their customers in real-time. Customers can use social media platforms to ask questions, provide feedback, and complaints. Call centers and BPOs can use these platforms to respond to customer queries and complaints, provide support, and resolve issues.

Advantages of Social Media in Call Centers and BPOs

One of the significant advantages of using social media platforms in call centers and BPOs is the ability to provide instant support. Customers can post their queries or complaints on social media platforms, and call center representatives can respond in real-time. This helps in resolving issues quickly and improving customer satisfaction. Moreover, social media platforms allow call centers to provide support 24/7, which is a significant advantage in today’s fast-paced world.

Social media platforms also offer call centers and BPOs the ability to gather customer feedback. By monitoring social media platforms, call centers and Business process outsourcing can get a better understanding of their customers’ needs and preferences. It helps in improving the overall customer experience and developing better products and services.

Another advantage of using social media platforms is that they offer a cost-effective way to provide customer support. Traditional customer support channels such as phone and email support can be expensive. Using social media platforms, call centers and BPOs can provide support at a lower cost while reaching a wider audience.

Social media platforms also offer a great way for call centers and Business process outsourcing to build their brand. By using social media platforms, call centers and Business process outsourcing can create a strong online presence, interact with customers, and showcase their expertise. This helps in building trust and credibility with customers and attracting new customers.

Challenges faced by call center and BPO while using social media

However, there are also some challenges associated with using social media platforms in BPOs and call centers. One of the important challenges is the requirement for skilled people. Call center representatives need to be trained in using social media platforms effectively and efficiently. They also need to be able to manage multiple conversations simultaneously, respond quickly, and provide accurate information.

Another challenge is the need for effective monitoring and management of social media platforms. BPOs and call centers need to monitor social media platforms regularly to ensure that customer queries and complaints are addressed promptly. They also need to manage their online reputation and respond appropriately to negative comments and reviews.

To conclude our discussion, social media platforms offer a great way for BPOs and call centers to provide customer support, gather customer feedback, build their brand, and reduce costs. However, to take advantage of these benefits, call centers need to invest in the right technology, hire skilled professionals, and have effective monitoring and management strategies in place. With the right approach, social media platforms can help call centers and BPOs improve their customer support services and build stronger relationships with their customers.

Contact center outsourcing

What is Contact Center Outsourcing?

by with No Comment Contact Center

In today’s fast-paced business world, companies are always on the lookout for ways to reduce costs while improving efficiency and customer satisfaction. One popular solution that has emerged in recent years is contact center outsourcing. Here we will explore what call center outsourcing is and how it can benefit businesses of all sizes.

Call center outsourcing is the practice of hiring a third-party service provider to handle customer inquiries and support on behalf of a company. This includes inbound and outbound calls, emails, chat, social media, and other forms of communication. Outsourcing allows businesses to reduce costs associated with hiring and training in-house customer service agents, while providing 24/7 customer support to their customers.

Contact center outsourcing is a popular solution for businesses of all sizes and industries. Small businesses can benefit from outsourcing by providing professional customer support without investing in expensive infrastructure and staffing. For larger enterprises, outsourcing allows them to expand their customer service operations quickly and efficiently, without worrying about staffing shortages during peak seasons.

There are several types of contact center outsourcing models available, including onshore, near shore, and offshore outsourcing. Onshore outsourcing involves hiring a service provider in the same country as the business, while near shore outsourcing involves hiring a provider in a nearby country. Offshore outsourcing involves hiring a provider in a different continent or time zone, usually in countries such as India, the Philippines, or South Africa.

One of the primary benefits of contact center outsourcing is cost reduction. Outsourcing allows businesses to save on overhead costs associated with maintaining an in-house customer service team, including salaries, benefits, office space, and equipment. Outsourcing also provides a predictable, scalable pricing model that allows businesses to plan their budgets more effectively.

Another significant advantage of contact center outsourcing is the ability to provide 24/7 customer support. By hiring a service provider in a different time zone, businesses can ensure that their customers are always able to reach a representative when they need assistance. This leads to increased customer satisfaction and loyalty, which can have a positive impact on the company’s bottom line.

In addition to cost reduction and 24/7 support, outsourcing also provides access to specialized skills and expertise. Service providers invest heavily in training and technology, which allows them to provide high-quality customer support that meets or exceeds industry standards. Outsourcing also allows businesses to take advantage of the latest technologies and best practices, which can improve efficiency and reduce customer wait times.

Contact center outsourcing is a valuable solution for businesses looking to reduce costs, improve customer satisfaction, and scale their customer service operations quickly and efficiently. By outsourcing their customer support operations to a trusted service provider, businesses can focus on their core competencies while providing excellent service to their customers.

Five benefits of outsourced contact center

Let’s discuss top five benefits of outsource contact center.

Reduced Costs

Outsourcing contact center services can be a cost-effective way to provide customer support. By working with a third-party provider, businesses can avoid the significant costs associated with hiring and training in-house customer support staff. Additionally, outsourcing allows businesses to pay only for the services they need, which can help keep costs under control.

Access to Specialized Expertise

Contact center outsourcing providers typically have a wealth of experience in providing customer support services. They have invested in training, technology, and best practices, which means that they are well-equipped to handle even the most complex customer inquiries. By outsourcing contact center services, businesses can take advantage of this expertise without having to invest in it themselves.

Improved Scalability

One of the most significant benefits of outsourcing contact center services is scalability. Businesses can quickly and easily increase or decrease their support capacity to match demand. This is particularly useful during peak periods or when a business is experiencing rapid growth.

Enhanced Customer Experience

Outsourcing contact center services can help businesses provide a better customer experience. Third-party providers typically have access to advanced technology and analytics, which can help them identify and address customer pain points quickly. Additionally, outsourcing providers can provide round-the-clock support, which can help improve customer satisfaction.

Increased Flexibility

Working with a third-party provider can provide businesses with increased flexibility. Providers offer a range of service options, including inbound and outbound calling, email, chat, and social media support. It means that businesses can select the services that is best suited to their budget and needs.

To sum up, outsourcing contact center services can provide businesses with significant benefits, including reduced costs, access to specialized expertise, improved scalability, enhanced customer experience, and increased flexibility. By outsourcing their contact center services to a trusted provider, businesses can focus on their core competencies while providing excellent service to their customers.

 

inbound-01

What is inbound customer service and its benefits

by with No Comment Contact Center

 In today’s business landscape, customer service is no longer just a necessary cost center. Instead, it is becoming a key competitive differentiator. Inbound Customer Service is a vital part of any customer-centric organization. It involves receiving and addressing customer inquiries, concerns, and complaints through various communication channels such as phone, email, chat, and social media.

Inbound customer service is all about providing exceptional customer experiences. It is not just about resolving customer issues but also about creating positive interactions with customers. This type of customer service is reactive, meaning that the customer initiates contact with the business. Inbound customer service aims to satisfy customers and retain their loyalty by providing fast, efficient, and personalized assistance.

Benefits of Inbound Customer Service

Here we are going to shed some light on the benefits of inbound customer service for business.

·         Enhanced Customer Satisfaction

Inbound customer service helps businesses to meet their customers’ needs and expectations. By providing timely and accurate responses to customers’ inquiries and concerns, businesses can increase customer satisfaction. This can lead to customer retention and positive word-of-mouth advertising.

·         Improved Customer Loyalty

Inbound customer service allows businesses to build strong relationships with their customers. When businesses provide excellent customer service, customers are more likely to remain loyal and continue doing business with them.

·         Increased Efficiency

Inbound customer service can improve the efficiency of a business. By using various channels to receive and respond to customer inquiries, businesses can streamline their operations and reduce the workload of their customer service agents. This can free up time and resources that can be used to improve other areas of the business.

·         Better Insights into Customer Needs

Inbound customer service can provide businesses with valuable insights into their customers’ needs, preferences, and pain points. By analyzing customer feedback and inquiries, businesses can identify areas for improvement and develop strategies to better meet their customers’ needs.

·         Competitive Advantage

Inbound customer service can provide a competitive advantage to businesses. By providing exceptional customer service, businesses can differentiate themselves from their competitors and attract and retain more customers.

Inbound customer service is an essential component of any customer-centric organization. It helps businesses to enhance customer satisfaction, improve customer loyalty, increase efficiency, gain insights into customer needs, and gain a competitive advantage. By investing in inbound customer service, businesses can improve their overall customer experience and drive growth and profitability.

Inbound services can benefit a business in many ways.

                                                                            

·         Increased brand awareness

Inbound services can help a business increase its visibility and reach a larger audience. By creating and sharing valuable content, engaging with customers on social media, and optimizing their website for search engines, businesses can attract more people to their brand.

·         More qualified leads

Inbound services can help a business attract leads that are more likely to become paying customers. This is because the people who are attracted to a business through inbound services are often already interested in what the business has to offer, and have actively sought out information about it.

·         Higher conversion rates

By providing valuable information and building relationships with potential customers, inbound services can help a business build trust and credibility. This can lead to higher conversion rates, as customers are more likely to make a purchase or take another desired action.

·         Improved customer relationships

Inbound services can help a business build stronger relationships with customers by providing ongoing value and engaging with them on a regular basis. This can lead to greater loyalty and advocacy, as customers feel more connected to the brand and are more likely to recommend it to others.

Overall, inbound customer services can help a business attract more qualified leads, build stronger relationships with customers, and ultimately drive more revenue and growth over the long term.