Executive Boutique

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From the blog

Outsourcing – Expectation Vs. Reality

outsourcing
outsourcing

We hear the word outsourcing all the time especially when we talk about business economics.   It has come a long way from being a foreign concept back in the ‘80s to now being a popular and winning business strategy.

By definition, we understand that outsourcing is the business practice of hiring a third-party company to perform services and create goods that were traditionally done by in-house employees and staff.

Outsourcing has helped companies boosts their efficiency while reducing operational costs. And the effect it has on the growth of our economy is exponential.

Common Misconceptions of Outsourcing

But even if we feel that we already have a pretty good idea of what outsourcing is and what to expect, companies who are considering outsourcing have a few misconceptions. Here are the common ones:

1. You will lose control of your business

Since outsourcing involves hiring a third party to perform specific tasks, for example, recruitment, companies may feel that they are handing over the reins to a stranger.

This is not the case, though because companies hire BPOs to reduce the amount of non-value-added workload to the company. And non-value-added tasks are essential tasks but not necessarily core business functions.

So with outsourcing, you are actually in full control of your business and really owning it!  

2. Your Company Data is at Risk

By partnering with a third-party vendor, you share your company’s sensitive information.  

This is inevitable, however, but BPO companies take data security seriously. They adhere to strict security protocols and guarding all proprietary, and confidential information is of utmost importance to them and their top priority.

A survey carried out by Deloitte in 2016 proves that companies completely trust their BPO partners to keep their information safe. Only 23 percent of the respondents said that cybersecurity risks affect their outsourcing decisions.

3. It is Only Beneficial to Big Companies

A popular misconception – that only large companies benefit from outsourcing.

In reality, this is the complete opposite. Small businesses, including start-ups, are the ones in need; Because by outsourcing to BPO companies they get guidance and advisory services, not to mention support to their operations such as administrative tasks involving scheduling, data encoding; Telemarketing and sales, research, call center, etc.

4. It is Expensive

Some companies perceive BPO services as only a cost. But in the much bigger scale of things, it is an investment.

Since outsourcing takes away administrative functions like Human Resources, Payroll and Accounting, it significantly reduces your expenses. The savings you get can be channeled towards core business endeavors instead such as expansion or innovation.

5. Your Quality is Compromised

Companies have misgivings about outsourcing to other countries. They feel that the end result is different from what they get if everything was done in-house.

BPO companies, similar to any regular company, strive for excellence. As long as you partner with a reliable and reputable company who have rigid quality control checks, there is no need to worry about poor quality being an issue.

What’s Next?

Executive Boutique is your reliable BPO partner in the Philippines. Our highly skilled agents and state-of-the-art facility can support your back office operations fully and achieve accuracy and expediency at a fraction of what you are currently spending.

Contact us today to find out more and get a free quote!

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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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AI Technology and the Future of the BPO Industry in the Philippines

Automation

The future of Business Process Outsourcing (BPO) industry in the Philippines remains promising. Not only does it continue to provide jobs for millions of Filipinos, but it also helps sustain the country’s economy.

The BPO industry employs approximately 1.15 million people and together with remittances from overseas workers, it is our economic lifeline.

In recent years, we see a major shift in the BPO landscape with the introduction of automation.

What is Automation?

Also known as Robotic Process Automation or RPA, it is the usage of software robotics in capturing and interpreting existing applications for processing a transaction, manipulate data, trigger responses and communicate with other digital systems.

What It Means to the BPO industry

While it may be true that automation could mean the end of some jobs, on the flip side, it could also mean that greater emphasis will be given to higher skilled jobs.

So much focus is given to the negative impact that automation is bringing to the industry that we fail to see the role of technology in creating new jobs and making remaining jobs more productive.

Automation, even in its infancy stage, is complementing and augmenting existing human skills, resulting in workers becoming more productive and efficient and fewer in number while accomplishing the same amount of work.

The direct impact of automation, especially in its early stages today, has generated new jobs that require more advanced skills to build, train, manage, troubleshoot and enhance technology.

According to A.T Kearney’s study in 2017 on the widening impact of automation, existing workers, instead of being displaced, are actually moving into higher-value positions. The study also showed that one new automation management position is created for every four jobs that automation replaces.

The Philippines, Moving Forward

So what does all this mean for the Philippines and how are we coping?

Our track record says it all. We continually show significant improvements with an average annual expansion rate of 20 percent. Forecasts indicate that the BPO industry revenue is estimated to reach about $250 billion by 2022.

The first clear indicator that we have nowhere to go but forward is the fact that in 2017, 3.8 million square meters or 80% of total prime office spaces in Metro Manila were occupied by BPO companies as stated by global property consultancy firm Santos Knight Frank.

Add to this the fact that BPO hubs in provinces such as Cebu, Davao, Dumaguete, and Clark continue to be constructed as reported by Rural Impact Sourcing, a program which aims to expand BPO to rural areas.

Secondly, Filipinos are very empathic. This human component in servicing simply cannot be automated. And because the most common BPO service we offer are customer service types, the negative impact of automation is less likely felt in our country.

Thirdly, Our BPO industry is projected to move with the demand for a shift to Knowledge Process Outsourcing (KPO) which deals in specialized sectors like Market Research, Fraud Analytics, Equity Research and Investment, Banking Insurance, Data Integration, Medical Transcript Preparation and Legal Processes. The jobs that automation will take away, will be replaced with highly skilled ones.

What’s Next?

Need a BPO company to deliver top-notch quality service through highly trained personnel who provide genuine heartfelt customer service? Look no further than Executive Boutique!

With us, you will not be tied down with a long-term service commitment or contract.We  give you the flexibility to modify your services according to your business need.

From routine data entry to specialized tasks with specific expertise, we have the resources and the expertise you need to make your business grow.

So call us today to find out more.

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How Live Chat Can Improve Your Business

Live chat software is becoming more widely used by companies of all sizes. The main reason for its popularity is speed and convenience. Your company may have a customer support telephone number and email address, but often making a call or waiting for an email is too time consuming. Customers may not find the time investment worth getting the answer to a simple question. This is where live chat comes in. Here are some ways implementing live chat software can help your business:

Quicker response times = more sales

Excellent customer service directly correlates to higher sales. When you use a live chat software, you can reduce purchase abandonment by directly address customer concerns in real time. When your company is responsive to buyers on their schedule, it leaves a positive impression on your customer base. It also leads to customers being more likely to follow through with prospective purchases.

Provides competitive edge

Responsive service contributes to a happy customer base, which results in customers coming back to you for your goods and services. Unlike brick-and-mortar stores, online shops lack a human touch. With live chat software, your company can initiate conversations with website visitors – this establishes rapport with the customer. Once you convince visitors of your product, word-of-mouth promotion can increase your sales numbers over time.

Provides insight into online visitor behavior

Understanding why customers are buying (or not buying) is important in today’s digital business arena. Customers’ buying patterns are continuing to evolve, and businesses can no longer afford to stay on sidelines, or else they risk becoming obsolete compared to their more active competitors. Live chat allows your business to directly ask customers what their doubts are and what may be discouraging them from following through with a purchase. Gaining these insights is invaluable — it can help you streamline your product.

Reduce business cost

Live chat software does not require coding knowledge, can be installed in a matter of minutes, and requires a fewer number of service representatives than telephone support. Each agent can handle 3-4 conversations simultaneously, which means your business can cut down on its support costs.

Modern customers desire fast, convenient, and immediate access to support. Businesses that implement live chat are going the extra mile to meet their customers’ needs, and this helps them stand out from the competition.

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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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