Business process outsourcing provides significant advantages to all types of business whether small scale or multi national companies. Centers for business process outsourcing handle customer service, technical support, data entry, sales, finance and banking and travel and hospitality. When you outsource other departments of your business you gain more: you have sufficient and efficient man power to handle all customer service concerns which gives you more time to focus on product research and development and on improved marketing; plus there is a great reduction of overhead labor cost. When you employ people in-house to handleÂ all your customer service and technical support issues it becomes very costly and the time and effort add more to the cost.
A third party or an outsourced company already have a system that’s established to cater to your needs. Human resource recruitment handles the selection of employees you want to hire based on your pre-qualification criteria. Philippines for example has an abundance of workforce with various experience and high English proficiency.Â Training department can provide Culture andÂ communication enhancement if needed and will also handle product specific training which includes basic information about your company’s product and services, call handling and management. Training will also assist new hires into transition from training to handling actual calls. SMEs or Subject matter experts will provide updates to all employees to keep everyone in-synchrony and abreast with the information about the account. By and by new information about the account or their products have to be disseminated and the information across all agents that are handling calls; SMEs will take care of this for you. QA or Quality assurance analyst can calibrate calls and ensure that agents provide correct information to customers and that they are able to manage each call they take. Big companies use a program that captures and save all the calls taken by each agent for calibration, audit and improving customer service. Having a QA is an integral part of your business to ensure that all calls handled by your customer service representatives abide to account standards.
On a bigger scheme business process outsourcing companies handle multiple overseas accounts having different requirements and different needs. The demand for a secured system is very important thus, they have to equip themselves with an advanced technology that can handle multiple Internet usage and voice. The quality and standard of phone systems must be that it should sound as if you are only calling locally. Although all Americans are aware that most of the services are being outsourced already they still feel hesitant to give their personal information if the person they talk to sounds like someone inside a tunnel with muffled voices and statics on the background.
Daven Michaels is an award-winning outsourcer and author of the book, ‘Outsource This!’ Daven has been honored more than any other individual or outsourcing organization. You can get more information on outsourcing by visiting www.OutsourcingOutsourcing.Com.