Executive Boutique

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From the blog

Importance of Call Center HIPAA Compliance

HIPAA, which is an acronym for the Health Insurance Portability and Accountability Act, was passed in 1996 to help ensure the confidential handling of private health information. Given the widespread data breaches and cyberattacks in recent years, this legislation is more important and relevant than ever. One of the primary goals of HIPAA is to mitigate the risk of security breaches when storing, transmitting or processing sensitive medical information that can lead to identity theft and insurance fraud.

When the Final Omnibus Rule was enacted in 2013, any service provider that stores, handles or otherwise processes electronic protected health information (ePHI) must follow the strict standards and policies laid down by HIPAA. This means that call centers that provide BPO services for the medical industry are subject to the exact same security regulations as the healthcare organization itself.

HIPAA Compliance for Call Centers in the Philippines

As a leading Philippines call center, Executive Boutique is committed to protecting patient information and maintaining full compliance with HIPAA standards. In practice, this means adopting strict rules, training procedures and safeguards to assure that every name, social security number, diagnosis code and other PHI data is 100 percent secure, whether transmitted via email, recorded phone call, or text.

Call centers that provide BPO services to the healthcare industry are obliged to have several layers of safeguards in place to prevent PHI data leaks or breaches.

This includes:

  • Ongoing HIPAA Security and Privacy training
  • Limited access to ePHI
  • Two-tier authentication process for select users
  • Data encryption for all transactions
  • Encryption of data for call recordings
  • 24-7 anti-malware, anti-virus and ransomware protection
  • Periodic vulnerability and network intrusion scanning
  • Message lifespans that remove sensitive data after a predetermined amount of time
  • Problem and incident management processes
  • Emergency protocols to protect confidential information
  • Periodic gap analysis performed by an assigned Privacy Security Compliance Officer

Data that is considered protected health information

Under the HIPAA’s privacy rules, protected health information includes: a patient’s name and birth date, their address and Social Security number; the type of medical care provided or diagnosis of a condition, in addition to any payment information for the medical care that could identify the patient.

When deciding to partner with a call center for back-office services like appointment scheduling, data verification and other processes, it’s imperative to ensure they observe HIPAA guidelines and conduct ongoing audits to confirm continuous compliance.  Outsourcing providers that are HIPAA compliant secure the confidentiality and integrity of your organization’s privacy and that of your clients.

Executive Boutique HIPAA Compliant Call Center

Leverage the experience, technology and specialized knowledge offered by EB Call Center and reap the benefits of scalable capacity, increased customer satisfaction and the confidence that protected patient data is always secure. By working with a HIPAA compliant call center, you lower the risk of security breaches, which can seriously damage your reputation and your bottom line.
 

To learn more about our wide range of call center services, we invite you to reach out for a free quote.

Additional Resources:

  1. Health IT, HIPAA (Health Insurance Portability and Accountability Act) https://searchhealthit.techtarget.com/definition/HIPAA
  2. HIPAA Journal, HIPAA Compliance for Call Centers, https://www.hipaajournal.com/hipaa-compliance-for-call-centers
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Benefits of Outsourcing Lead Generation and Telemarketing

Marketing encompasses such a broad spectrum of methodologies. It also isn’t completely done online. For a successful campaign, you need to diversify your approach and not limit the marketing to one or two approaches. Lead generation and telemarketing are two methods that can be a part of an overall campaign for maximum consumer engagement.

Lead Generation Approaches

A lead generation is when a customer responds in some form. This may be a response to an email ad, an enquiry through your contact page, or becoming a subscriber. These people express an interest and have the potential of becoming loyal consumers. You need to especially cultivate this demographic with follow-ups.

You need to nurture these leads. There are multiple ways to do this, such as through email, phone call, or texts. Whatever the approach, what’s important is that you stay in touch. Don’t let the lead go cold; otherwise, you missed a huge opportunity.

Always adhere to marketing fundamentals. This includes:

  • End conversations with a strong call-to-action
  • Avoid promotion-heavy language
  • provide additional services, an appointment, or time-sensitive offers

Telemarketing Approaches

There are many misconceptions regarding telemarketing. Many companies have abandoned this method believing it to be ineffective in the age of social media. This is far from the truth. If done right, outreach by phone still has value. In fact, in one report, 60% of marketers from fortune 500 companies viewed telemarketing as “very effective.”

Of course, as with any marketing strategy, there is a right way and wrong way to go about telemarketing. Generally, an effective telemarketing strategy should include the following:

  • A pre-written script that callers follow. The call center may come up with a customized script that suits your demographic, or the company may submit their own.
  • The caller should be ready for a conversation and answering questions
  • Be willing to accept a “no” and end the call politely regardless of the customer’s response
  • Identifying the best times to call

Why Outsource Lead Generation and Telemarketing?

You need to focus on your industry expertise. Your specialty probably isn’t in marketing. More companies and startups are outsourcing this portion of duties rather than hiring an expensive internal marketing team. Outsourcing to services in the Philippines is a huge money saver compared to hiring in a western country. The marketing industry is growing in the country with staff trained in areas of lead nurturing, data mining, content generation, and so much more.

Marketing eats up such a large portion of a company’s budget. Outsourcing overseas can greatly reduce overhead, enabling companies to redirect their budget to better products and services.

Entrust Your Campaign to Us

Effective marketing requires a combination of quality and quantity. It’s prohibitively time consuming to focus on this aspect of a business. This is where Executive Boutique comes in as a third-party call center for businesses in the U.S, U.K., Australia, and others. Give us a call today and find out how we may be of service to your inbound and outbound marketing efforts.

Additional Resources:

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Latest Trends of the BPO Industry

Latest Trends

The BPO industry has come a long way since it first started in the late 1990s. It has evolved tremendously and grown by leaps and bounds spurred on by innovation and new technologies.

According to Statista.com, the global market size of outsourced services was valued at 88.9 billion U.S. dollars in 2017, increasing with 12 billion dollars from the year before, with the revenue of the global BPO industry at USD24.6 billion.

Based on the figures, the BPO industry does not show any signs of letting up.

With its steady growth, comes the onslaught of new trends for BPO companies that promises to shape and drive the industry to be better.

Emerging BPO trends

1) Usage of new technology

BPO companies are quickly taking to social media, software automation and using cloud technology as a means to increase efficiency while reducing operational costs.

Nearly every household have at least one social media account; Browsing social media, according to statistics, is the third most popular online activity.

With almost all interaction done through social media accounts, BPO companies are now investing in tools and capabilities that offer a wide range of social media management services.

They are also incorporating robotic process automation (RPA) for functions like data entry as it is cost-efficient and gets the work done faster.

Most BPO companies are also adopting cloud technology. Not all companies can afford to have state of the art infrastructure and facilities, so they are taking advantage of virtual storage and systems to counter this insufficiency.

2)  Data Security

We hear news of data breach that has alarmed global population. Major incidents like with Facebook and the recent one with Google where the CEO’s from both companies were summoned for questioning at the US Senate.

BPO companies will be prioritizing data security to prevent such incidents from happening.

Threat intelligence, advanced security automation, security analytics will be at the forefront of things.

3) Emphasis on Multiple and Higher skills

The past years BPO companies have been functioning mostly as call centers. However now that automation and chatbots are becoming mainstream, the demand for specialized skills such as accounting, web design, human resources, coding are increasing.

Companies are now investing in training and development to impart new skills to their staff.

4) Startups partnering with BPO companies

Startups are faced with the challenge to succeed by leveraging technology – in spite of budget constraints.

As such, companies are warming up to the idea of outsourcing for cheap labor and fulfilling office tasks such as HR and payroll. Outsourcing allows them to save on costs.

What’s Next for Business Process Outsourcing Companies?

Executive Boutique offers a full suite of services such as customer service call center, technical support, business processing functions such as telemarketing, lead generation, data mining, e-filing, contract processing.

We make use of next-generation cloud-based solutions that can be seamlessly integrated into your operations. Our team of dedicated agents is ever ready to perform a wide range of office tasks to support your business operations.

Contact us today for more information and to get your free non-obligatory quote.  

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Service Level Agreements in BPO

Service Level Agreements

BPO. KPI. SLA.  You will see these words alongside the word outsourcing. But what do these stand for and what do they mean?

BPO stands for Business Process Outsourcing. KPI means Key Performance Indicators. And SLA stands for Service Level Agreement.

In definition, BPO is a business practice where an organization contracts another company to perform business functions on their behalf necessary for them to succeed. The metrics used to measure performance is called the KPIs. The KPIs committed to by the two parties is called the SLA.

What is an SLA?

An SLA is the measurement tool which establishes the baseline performance levels of the BPO company. It contains the description of the services to be provided, the metrics by which the services will be measured, duties and responsibilities of both the hiring and the BPO company, the remedies and penalties for breach, and instructions in the event you need to make amendments or adjustment to the agreed SLA.

Components of an SLA

As with standard contracts, there are components found in an SLA. The usual ones can be enumerated as follows:

The Service Expected from the BPO company

This lists the exact services that will set the standards of the deliverables. This way, any miscommunication or confusion is avoided at the onset. The hiring company has a clear set of guidelines of what to expect to get out of the partnership.

Responsibility of Both Parties

Related to the first component, the responsibilities of the hiring company must also be clearly communicated in the agreement. It is critical that both parties are aware of what is expected from one another so that no one feels taken advantage of.

Delivery Timetable

A definite time element must also be agreed upon. For example, if an email is received from a customer, what is the expected timeframe for the customer to receive an answer. If customer service through phone, how fast should an incoming call be picked up.    

How Disputes are Handled

There must also be an agreed outline or procedure in the event any disagreement may arise. Even though there may not be clear-cut guidelines as disagreements can vary depending on the situation, it gives both parties assurance and direction on how to resolve a conflict.

Corresponding Consequences if Service Expectations are Not Met

Setting a defined penalty if service levels are not met, assures the hiring company that they will get quality service from their BPO partner while at the same time, sets the bar of the quality of service to be provided as well as a goal for the BPO partner to achieve.

Payment Terms

The payments terms agreed upon by both parties give a clear guideline of when to expect  payment and the repercussions if payment is not done or received on time.

Importance of SLAs

SLA’s are essential as it aligns both parties expectations and responsibilities. It is especially helpful when a conflict arises as it acts as a compass to both parties

What’s Next?

Looking for a reliable company to outsource your business processes to but don’t want to be tied down to a long-term service contract?

At Executive Boutique, we offer flexible packages – may it be ongoing monthly support or on a per-project basis. We will even work with you to identify business process outsourcing solutions to help you save on time and cost. Contact us today to find out more and request for a free quote!

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3 Ways A BPO Can Help Your Business

Optimize Your Business Process

Efficient. Burgeoning. Thriving. These three words can be used to aptly describe a successful business in today’s increasingly connected world.

With all the modern business management techniques in place, how you make use of them can turn your business from good to great.

One such modern business management technique is outsourcing. It can be a source of tremendous efficiency within an organization if done properly.

Take the case of Alibaba.com. In its infancy stage, Jack Ma, the founder, outsourced his website development to the US since China was in short supply of developers. Today, they still rely on outsourcing partners for production. From its humble beginnings as a small internet company called China Yellow Pages, it is now known as The World’s Biggest Online Marketplace.

And then there’s Google. This multi-million dollar company has been outsourcing staff, whether IT specialists, software developers, virtual assistants for years. One significant achievement worth mentioning is after they decided to outsource phone and email support for AdWords – their top grossing product, it resulted in an exponential ROI.

The Ways your Business is Optimized through Outsourcing

While it is true that outsourcing can indeed save you on costs, that is not the sole benefit. The following points show how you can optimize your business by outsourcing to BPO companies.

1) Outsourcing frees you from doing what you are not able (or hate) to do.

No one is perfect, and there will always be something that you are not the best at. Say, for example, accounting. If you are not excited at the thought of pouring over spreadsheets, formulas and sorting out figures, this is probably not your forte.

Instead of wasting precious time figuring out the math, making sure you are up to date on compliance regulations, etc. you are better off outsourcing this function to a reliable BPO company. Remember that as an entrepreneur, you are contributing to your company’s success when you are focused on endeavors that will make your company grow.

2) Outsourcing gives you an instant team

BPO companies allow you the means to have an instant team to provide customer support or technical support even at the onset of your business . In today’s business environment, a company will die a natural death if there is no customer support in place for its end users.

Especially for startups who do not have the resources to form such support teams, outsourcing  levels the field and gives them a fighting chance against giant companies. Smaller companies can now provide the same services with the same level of efficiency and expertise as with larger companies.

3) Outsourcing allows you to start on new projects asap.

Depending on the nature of your business, there may be times when you need more than your usual manpower at certain periods or on a project basis.

Let’s say you have been handed a project that will give you the exposure your company needs however you are short in manpower. You cannot afford to turn down this project just because you don’t have enough people! Just turn to a BPO company, and they will be ready with the human resources that you need and stat!

What’s Next in Business Process Outsourcing?

Outsource your business processing needs to Executive Boutique and allow us to help you optimize your operations to achieve efficiency!

We provide BPO services such as data entry, data mining, data verification, lead generation, telemarketing, market research and the like. To know more about the services we offer, call us and get your free quote!

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Why Small Businesses Should Work with a BPO Company

SME

SMEAs a business owner, there are so many facets in your business that needs your attention, despite you being able to do only so much.

Growth is the ultimate goal for any business. And this can only be achieved by staying focused on the main things that drive the most significant return of your investment.

Product innovation, improving your service, expansion – these are definitely worth your time. Overseeing documentation and paperwork, payroll issues, recruitment, training, marketing – these, on the other hand, are not

As a small or medium sized business organization, you probably lack the resources needed to have different departments running your business operations smoothly. And this is precisely why you should consider partnering with BPO companies to support your business operations.

Office tasks that must be outsourced

So what functions should you outsource? You can start with the following:

Scheduling and Administration

As a business owner, there are always small issues and tasks that need your attention. If you are not mindful of your time, before you know it, you probably have already spent an entire day doing trivial tasks.

Consider hiring a Virtual Assistant (VA). With a VA, not only is your schedule arranged but you also only pay for the hours that are handled.

Bookkeeping

Finance is a critical aspect of your business. You wouldn’t want to make a mistake here. By outsourcing, you get the expertise you need at a much lower rate.

Payroll

Payroll is not just about calculating the hours clocked in for work to determine the salary payouts for employees; it also involves knowing the right regulations and tax laws. You cannot afford to make a mistake as this can trigger labor lawsuits or tax audits that can cost your company’s revenue.

Content Marketing

This marketing technique deals with educating a specific audience to attract them. It’s similar to  indirect marketing where the aim is not so much as to sell your product, but it is more to educate them about an issue where your product may be an answer to.   

As this task is time-consuming, it is best to outsource it, as opposed to hiring a marketing team which will be unnecessarily expensive.

Why Should You Outsource?

It’s undeniable that outsourcing, particularly for small and medium-sized companies, has made a significant impact on the growth, productivity, and revenue of businesses. The benefits you enjoy from outsourcing are as follows:

Allows you to focus on core business

BPO outsourcing gives you the ability to delegate necessary but time-consuming tasks to a partner company. The more tasks taken off your hands, the more time you can devote to important business endeavors such as growth and product improvement.

Allows you to save on costs

Small and medium-sized organizations need all the savings they can get. The more money they can save, the more they have to spend on investment for business growth.

Allows you instant access to experts

With your limited resources, you need to make every penny count. This is especially true when it comes to tasks that you only need on a one-off basis like designing your website. Not only does outsourcing lets you zero in on the person fit for the job, but it also allows you the flexibility of hiring someone on a per-project basis.

Allows you flexibility

If you an online retail company, there will most definitely be lean and peak seasons.

Take for example at this time when its Christmas season, you may need more people to support your operations. Thanks to BPO companies, they give you the ability to hire more people (or less) according to the demand.

What’s Next?

Being in business means having tough competition. But, you do not have to be intimidated! We can definitely work with you so you can stay in the competition.

At Executive Boutique, we have the relevant experience and expertise gathered from working with small and medium-sized businesses like you.

We offer support in customer and technical service, business processes, and both inbound and outbound call center service. Call us today to find out more!

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How an Outbound Call Center Can Benefit Your Business

Automatic Call Distribution

Exceptional customer care is the cornerstone to any successful business. Happy customers and the profits they generate are the very reason your company strives to market some of the best products and services. But how do you achieve a large and loyal customer base if you simply don’t have the economic resources or manpower to make it happen?

Many organizations achieve their goals of nourishing customer relationships and boosting sales by partnering with a reputable outbound call center.

Gain a competitive edge with outbound call center services

Outbound call centers do much more than telemarketing, cold calling or upselling to existing clients. Some of the top outsourcing providers offer a host of scalable services, including appointment scheduling, customer feedback and surveys, data verification, lead generation and sales.

Many upwardly-mobile businesses are shifting toward customer-centric practices and reaping the plentiful benefits of outsourcing.

Consider the following advantages of partnering with an outbound call center.

Excellent customer service is financially viable

Fledgling businesses rarely have the funds necessary to ensure their customer service is 5-star from start to finish. Call centers have highly trained representatives who do more than just follow a script. These are agents who act as an extension of your brand and know how to build a positive rapport with potential and existing customers. They also have specialized knowledge in various industries and are adept at resolving a number of technical queries. Philippines call centers are able to provide superior services at significantly lower costs compared to hiring in-house personnel in the US, Europe or Australia. Not only do you have access to experienced agents at a fraction of the cost, you also save on training, overhead and technological infrastructure expenses.

Access to skilled, tech-savvy manpower

Access to a major talent pool of college educated, tech-savvy professionals is one of the main reasons why Philippine outbound call centers are thriving. Filipinos are entrenched in American culture, allowing them to relate to many customers, and grew up speaking English. Each representative is hand-selected based on his or her area of expertise to ensure your project or campaign is streamlined and productive.

Ease of analyzing metrics

CRM tools used by outbound call service centers are critical for measuring important metrics, from call durations to hang ups and success rates. This precise reporting helps businesses follow performance statistics in real time and change strategies to foster optimum results.

Better technology enhances the customer experience

Small and medium-sized businesses can also benefit from cutting-edge technology, which means their customers can interact with agents 24 hours a day, through various platforms, no matter what the time zone – all at affordable rates. Modern call centers have Automated Call Distribution, Cloud Routing and the technological infrastructure in place to efficiently handle large volumes of customer traffic.

Executive Boutique Call Center has rigorous recruitment and training standards for all prospective agents and offers outbound call center services to companies around the globe. Call us today to find out how we can help you optimize productivity and deliver a better customer experience.

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Common Tasks to Outsource to Business Process Outsourcing Companies

BPO

BPOWhenever you do an online search for the top countries in the world to outsource your business tasks, you will always see the Philippines in the list.

The Philippines is fondly known as the Call Center Capital of the World.

As we continue to take 16 to 18 percent of the total outsourced services globally, we are firmly holding on to our spot as the biggest contact center market in the world.

Why Companies Outsource to the Philippines

Among the top reasons why we are always the number one choice can be enumerated as:

* Massive talent pool of highly-educated Filipinos

* An excellent command of the English language

* High empathy and Customer-centric

* Culture Compatibility

* Flexibility and Adaptability to different work standard, culture, and lifestyle  

* Attractive rates since we charge less for our quality work

Business Process Outsourcing

New business opportunities in the international market continue to sprout, thanks to technology.

As it gets easier to start a business nowadays, companies of all sizes, are getting the support they need to boost their operational efficiency with BPO companies.

A lot of good has come out of outsourcing. Some of the benefits organizations, as well as countries as a whole, are reaping from outsourcing are as follows:

*Increase in bottomline.

*Products and Services are sold at a lower rate

*Gives you more time to devote to core business

*Greater access to world-class knowledge, expertise, and technology

*It creates jobs and helps eliminate unemployment

*it helps the economy

BPO Services commonly outsourced in the Philippines

Two categories are consisting the BPO services namely horizontal and vertical.

It can be defined as:

Horizontal BPO – refers to services that are function-specific across different business types. Examples are Human Resources (HR), IT

Vertical BPO – refers to services that are industry-specific just like Finance, Healthcare.

The most common types of business processes outsourced to the Philippines are:

1) Call Center Services

This is the most popular service which provides both voice and non-voice service for telemarketing, inbound and outbound sales, technical support and customer support.

2) Data Entry Services

This service involves documentation, not limited to filling and processing of forms, data capture and compilation, updating online catalogs and creating database.

3) HR Services

This service covers recruitment functions such as finding and screening job talent; Employee management such as new hire onboarding and training; Payroll services such as compensation and benefits management.

4) Information Technology (IT) Services

Services include help desk support, network and server administration, software development and data center management

5) Financial & Accounting Services

Includes services such as accounting & bookkeeping, account payables and receivables management, tax preparation and reporting, financial analysis, auditing and reporting.

6) Procurement Services

Service revolves mostly on transaction processing support, supplier selection, assessment.

It also includes management of purchasing costs, supplier relationships, and other purchasing requirements.

What’s Next?

Executive Boutique provides professional call center services, tech support, and customer support services in the Philippines. Our highly qualified and expertly trained agents can perform a wide variety of back-office processes to support your business.

Some of the services we provide are data entry, data mining, forms processing, e-filing, claims submission, contract processing.

To find out more, reach out to us and get more information about our flexible contracts and attractive rates.

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Why Companies Should Outsource Customer Service

When people speak about your company, what do they say?

Would they say they love your products and the service you provide, or do they just see you as another company?

Hopefully it’s the former… we’ll rephrase this…  it should be the former. Customers pay attention to the care you give, if it’s personable and efficient it makes an impact. This is also true for sub-par customer service, it makes an impact, but not the type you want.

One route thousands of companies in the United States have taken toward customer service excellence is the outsourcing of these operations. Outsourcing customer service yields many benefits, and each company that decides to do so does for their own reason. Most companies are happy with making this decision, with 78% of businesses worldwide feeling positive about their outsourcing partnership.

Why are all these businesses happy with their decision?

They Are Saving Money

This is a given. “Cost-cutting” is the top reason for outsourcing among companies that currently partner with an outsourcing company. But there are many areas that we don’t typically think of when we calculate costs. Costs incurred from renewing subscriptions to cloud services or printing new training materials are no longer a part of the picture. Not only will you save money, but you’ll make money too. According to a study conducted by American Express, 2 out of 3 consumers are willing to pay more for exceptional customer service.

They Are Saving Time

Your employees should wear many hats, but there’s such thing as too many hats. You can free up your employees’ time to perform other, more important tasks, while your outsourcing partner can handle those time-consuming customer service issues. Providing top notch customer service requires constant re-evaluation of practices, and when adjustments are made, the staff will require more training on any new procedures.

They Have Access to Top Talent

Hiring employees that meet your company’s needs and standards takes time, anyone who’s been on Indeed and seen the same job posted every week knows that much. When you outsource your customer service operations, you give yourself access to a wide range of talent.

Their Operations Have Become Efficient

With around-the-clock service, live chat, and services like Automated Call Distribution (ACD), it’s safe to say that outsourcing customer service means that they’ll be more efficient. In the event of power outages or cyber attacks, you can take comfort in knowing your customer’s information is stored safely in a cloud, set up by your outsourcing partner.

They Have Access to Top Industry Tools

Technology is growing ever-more important in today’s business climate, and having access to software and equipment that’s reliable is key to maintaining a successful customer service operation. Not every company wants to spend the money on setting up equipment or paying companies for disruptive on-site installation or take the time to set up live chat on every one of the office computers. Partnering with an outsourcing company means that your company will keep up with the times, and your customers will never have to deal with faulty systems and choppy connections.

Streamlining your customer service operations could revitalize your company, and any organization struggling to keep pace in the current consumer environment could use a second wind. Here at Executive Boutique Call Center, we have the means, talent, and technology to breathe life into your customer service operation.

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Statistics Show You Need Live Chat, But You Also Need To Do It Right!

Live Chat

If Live Chat isn’t part of your customer service support, then you’re missing out on valuable opportunities to improve. Online messenger used to be seen as a “nice add-on,” but today’s B2B buyers and consumers come to expect Live Chat as part of a comprehensive customer service department. Responsiveness is now easier than ever with Executive Boutique’s outsourced Live Chat, available to your clientele 24/7.

Live Chat Statistics

Research tells us Live Chat is too good to pass up:

  • Low-Cost Customer Service: Live Chat customer service is 17-30% cheaper than a phone call, allowing agents to help three or more customers at one time, according to Forrester Research.
  • More Effective Lead Generation: Live Chat increases conversions by 20% or more, with a 300% ROI rate for the average sales team (American Marketing Association). Up to 77% of customers won’t buy from a site that doesn’t offer Live Chat support.
  • Improved Customer Satisfaction and Loyalty: Live Chat has the highest customer satisfaction levels at 73%, compared to 61% for email support and 44% for phone support (eDigital Research). Live Chat gives 90% of customers confidence that they can get help from the brands they’ve chosen if necessary (Oracle). In fact, 63% of customers say they’re more likely to return to a site that offers Live Chat.
  • Meeting Customer Expectations: 42% of customers say they prefer Live Chat to email, social media, or forums. They like the ability to multitask and shop while having their questions answered (JD Power & Associates).

These days we’re all so busy. People like that they can have their questions answered, without being put on hold or transferring from queue to queue. Offering Live Chat lets you serve more customers, making the most of your time. The average Chat inquiry is answered in 42 seconds, thus reducing the amount of time a customer has to consider investing time and money elsewhere. With online support, you can offer a personal touch, which is particularly crucial when customers have items in their shopping carts.

Live Chat Represents Top Caliber Customer Service – When Done Right

As with anything, there is a right way and a wrong way to approach Live Chat. One study found that 21% of Live Chat support requests go ignored. In order to be successful with Live Chat, you need to:

  • Give Live Chat the attention it deserves. Live Chat requires its own specialized training that may differ from phone or email support training. Using pre-written templates, cheat sheets, FAQ’s, and going over patterns in Live Chat inquiries will improve your customer service in this unique department.
  • Prioritize your communications with the busy Live Chat cohort. While you may have 10 hours to respond to an email, you can’t let a chat request go more than a few minutes before users abandon your site. Failing to answer Live Chat inquiries will lose business and customer loyalty. Live Chat needs go beyond 9-5, with support 24/7.
  • Be prepared for traffic spikes. Agents can handle multiple interactions at once, but peak seasons can cause floods in demand. Having enough trained agents prepared to handle increased requests ensures seamless operation.
  • Be proactive. Don’t wait for prospects to contact you. Have automated technology in place to greet website visitors when they first arrive on the site, when they visit key conversion pages, after a set amount of time browsing the site, or once items have been added to the shopping cart.
  • Connect your Live Chat correspondences with your in-house CRM. Ultimately, Live Chat should fit into the bigger picture of lead nurturing, conversions, and loyalty. Get each customer’s contact information and keep record of your interactions to understand the customer life cycle and maximize your relationship. Following up after a Live Chat experience kicks your service level up a notch.  

Should You Outsource Live Chat?

When you outsource Live Chat, you cut right to the chase with the best customer service representatives, industry-leading processes, and state-of-the-art technology. Top reasons to consider outsourcing Live Chat include:

  • You are looking to reduce costs associated with customer service.
  • You don’t have the time or staff to handle FAQ answering.
  • You have internal resources, but your team’s time is better spent doing what they’re already good at.
  • Test the waters to see if Live Chat is right for your business, using a flexible team of trained experts.
  • You know you need Live Chat to succeed, but don’t have the expertise to reach its full potential.
  • You have an in-house team, but their hours and willingness to work holidays/weekends/overnights is limited.

Your dedicated staff from Executive Boutique gets trained to know your business inside and out, acting as an extension of your in-house team. Our agents have the operational skills to service a number of requests any time, day or night for peak efficiency. Outsourcing Live Chat gives this channel the specialized training it deserves, but at a lower cost. You can scale up with additional employees during busy times or scale back down when times are slow. You don’t have to worry about hiring, firing, employee benefits packages, or scheduling hassles. Instead, you can have confidence that your Live Chat team is operating seamlessly in the background at all times. Contact Executive Boutique to learn more about outsourcing your Live Chat to our Cebu City, Philippines call center.

Additional resources:

  1. AMA, How B2B Marketers are Leveraging Live Chat to Increase Sales, https://www.ama.org/Documents/how-b2b-marketers-leveraging-live-chat-increase-sales.pdf
  2. e-Digital Research, Customer Service Benchmark, http://www.edigitalresearch.cowww.edigitalresearch.com/pdf/sample-benchmarks/Customer%20Service%20Benchmark%20March%202014.pdf
  3. Oracle, Cross-Channel Commerce: A Consumer Research Study, http://www.oracle.com/us/products/applications/commerce/atg/cross-channel-commerce-survey-333315.pdf
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