Executive Boutique

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Philippine Call Center Blog

What to Consider When Choosing the Right BPO Partner

BPO Partner

After careful consideration, you are now 100% convinced that by outsourcing some of your business tasks, not only will it streamline your operations, but it will also increase your bottom line.  

Now comes the challenging part of choosing the right BPO partner who is a perfect fit for your business. According to the Philippine Statistics Authority (PSA) report of June 2018, there are 851 registered BPO companies in the Philippines.

With such an overwhelming number, how do you decide which company to choose?

Qualities of a Good BPO Company

The list that follows are some of the criteria to consider so you can narrow down your choices and make an informed decision.

1) Tenure and Experience

The amount of time a BPO company has been in operation is an excellent place to start.

The longer a company is in the industry, the more experience it has under its belt.

Questions you can ask as the hiring company can be “How long have you been providing BPO services?” “What type of services do you offer?” and “How did you service companies similar to mine?

Experienced outsourcing companies have a better idea of what your needs are and how to meet them.

2) Services On Offer

It is always to your advantage to choose a BPO partner that has a diverse portfolio of services. It may be the case that you only need them for administrative tasks like scheduling appointments and data entry as of right now. But, as and when your company grows, a great BPO company will be able to support your growth and scale with your business.

It is a bonus, when the company can offer attractive rates for bundle servicing. You enjoy significant savings!

3) Sound Business Proposal

It is also critical that your potential BPO company can articulate the business plan in delivering your services, be able to track results and come up with concrete steps in resolving issues so that you understand what you are paying for.

It also doesn’t hurt if your BPO partner has accreditation in specific areas such as project management and quality control.

4) Technology and Infrastructure

Your potential BPO partner must be equipped with up-to-date systems and technology in delivering services to you. This ensures that your outsourced tasks are completed efficiently and promptly which translates to faster turnarounds and higher productivity.

5) Competitive Pricing

It is a known fact that outsourcing brings tremendous savings. So it makes perfect sense that  you would want to get value for your money.

Before deciding, carefully consider the package being offered – the services that come with it and the terms and conditions.

6) The Workforce

The success of your outsourced services depends largely on your workforce. So it is crucial that you are aware of staffing arrangements like how they choose their talents; the talents qualifications and background; the training programs your potential partner offers.

You would particularly want to know how many dedicated team members will work for your account to determine who will deliver faster turnarounds and best results.

What’s Next?

Be confident and choose Executive Boutique! We deliver excellent service and guaranteed results with our team of experienced BPO management, qualified agents and our cutting-edge technology. Get accuracy and efficiency at a fraction of what you are currently spending.         

Call us today to find out more!

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Why Philippines is the Ideal Country for Your Business Process Outsourcing Needs

Philippines

Outsourcing might just be the wisest business move you make. And choosing a BPO company located in the Philippines is just an added bonus that’s also just as crucial.

The Business Process Outsourcing sector in the Philippines is the most flexible and rapidly expanding industries. It contributes 9 percent to our nation’s economic development and growth.

In 2017 alone, it generated a total revenue of a whopping USD$24.5 billion and is projected to reach a whole income range of USD$40 to 55 billion by 2020.

The Philippines – World’s BPO Hotspot

Since the inception of the first BPO back in 1992, our industry continues to be robust and thriving for the past 27 years.

So what makes the Philippines, the ideal place for outsourcing your business needs?  

Language Proficiency

English is considered our official language with 90% of our total population, conversant in it.

In 2017, we took the 15th spot  in the world with a score of 60.59 in the Education First English Proficiency Index. It is no wonder that we are one of the largest English-speaking countries in the world.

Owing mostly to our inclination to the Western culture, where we live, and breathe Western movies, music, and lifestyle, conversing in English with a neutral accent comes naturally to us. Using English as the medium of instruction at schools and universities also helps.

Younger Workforce

The average age of the Filipino workforce is 22 years old. With approximately 450,000 fresh graduates every year, we have an abundant talent pool.

Also with a younger workforce, they are dynamic, flexible, eager to learn and easy to train. Coupled with the Filipino’s ability to be emphatic, we are the most ideal candidates for outsourcing.

Strong Government Support

In addition to the existing BPO-government collaborative efforts, and in anticipation of the ever-growing need for workers, the government is showing its support by subsidizing training for applicants, matching and upskilling in preparation of our shift to Knowledge Process Outsourcing as well as promoting science, technology and the creative arts to further innovation and creative capacity.

Cost Efficiency

With our relatively inexpensive cost of living, labor rates are only a fraction compared to other countries.

Since operational costs such as office space rental, office equipment, taxes, recruitment services, legal services, etc. are borne by the BPO company, you are already enjoying approximately 60% of savings.

Add to that a Filipino’s strong work ethic, allowing us to provide quality service; you get more value for your money.

What’s Next?

If you are looking for a reliable BPO company in the Philippines to outsource your non-core, back office functions to, count on Executive Boutique to deliver top-notch, quality service.

With the help of our highly-trained and professional agents, we are here to help you streamline your operations and increase your productivity. We will  partner with you in achieving success.

We offer services from routine data entry to claims filing and processing, to data verification, lead generation, telemarketing and market research.

To find out more, contact us today.

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Outsourcing for Beginners : What You Need to Know

type of outsourcing
type of outsourcing

You’ve heard all about it. The success stories of companies who are big on outsourcing, and how it continues to bring significant savings and guaranteed returns for them.

Now you are ready to take your business to the next level and are seriously considering outsourcing.  

But before you take the plunge, it is good to get a better understanding of outsourcing by learning it’s different types.

Different Types of Outsourcing

The business concept that is outsourcing was introduced to the Philippines back in 1992 when the first ever call center opened. The industry has grown so much since then that it, together with remittances from Overseas Filipino Workers (OFW), is what drives our economy.

The outsourcing industry generates jobs and provides opportunities for the Filipinos household which can be classified into four types.

Professional Outsourcing

This perhaps is the most common type of outsourcing that deals with providing specialized service such as accounting, legal, recruitment, employee relations, and common office functions similar to data encoding and providing administrative assistance.

Professional outsourcing, which may also be referred to as Business Process Outsourcing, is proven to reduce overhead costs for companies, allowing them significant savings. Not only that, but it also has given organizations access to a global talent pool at low labor costs.

Manufacturing Outsourcing

This type of service could be the oldest type of outsourcing.

Manufacturing outsourcing involves working with an overseas manufacturing company to produce your products and services with the aim of significantly lowering production cost and shortening the period it takes to produce or assemble it. Companies like Nike and Apple are known to have long been outsourcing their production to companies in China.

Information Technology Outsourcing

The outsourcing industry in the Philippines can be likened to a two-sided coin. One side is the BPO industry, the other side, the IT industry.

As we all get digitally connected, the need for IT services has been steadily increasing.

Being the highly specialized field that it is, finding the right talent at reasonable labor costs has been the constant challenge that the IT outsourcing industry is continually addressing.  

A great example is giant, successful companies like Google, WhatsApp, and Skype who have been outsourcing IT developments tasks to offshore developers for years.

Not only is IT outsourcing allowing organizations tremendous savings on labor costs, but it also helps them save on equipment costs. Companies who outsource their IT services no longer need to invest in state-of-the-art technology, and it’s maintenance.  

Lastly, by outsourcing IT support, organizations can dedicate their time and focus more on core business functions

Project Outsourcing

There may be instances when companies need to work on short term projects such as website design or maybe, a seasonal campaign.

Project outsourcing helps with such a need where companies can hire workers or professionals for such tasks. It allows them to start on projects right away and no time is wasted in looking for local talent to fill in the position temporarily. They also save on costs as hiring professional services remotely are cheaper compared to bringing in someone in-house.

What’s Next?

You can turn to Executive Boutique for your professional and IT outsourcing needs.

We provide BPO services such as data entry, e-filing, contract processing, data mining, and telemarketing. Our highly capable agents are dedicated and guaranteed to provide you with top-notch quality service that you would expect from your employees.

So what are you waiting for? Call us now to get a free quote!

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3 Reasons Why Executive Boutique is the Top Call Center in the Philippines

call center

You may have seen us mentioned in Business News Daily’s roundup of “The Best Call Centers and Answering Services for Businesses in 2019”, but wonder what makes Executive Boutique the top call center in the Philippines — and among the very best outsourced call centers worldwide. The call center you choose will ultimately be an extension of your brand, so it’s a decision you won’t be taking lightly.

Naturally, the first question you’ll wonder is: “Who is my partner? Are they capable?” Though Executive Boutique is physically located in the bustling call center capital of the world — Cebu City, Philippines, we are American and Australian owned, operated, and managed. As such, we attract business clients from around the world who are looking for a well-managed, yet affordable outsourcing option. Our company was founded by successful veteran business executives with backgrounds in IT, law, finance, sales, and marketing. We knew we had something unique to offer in our valuable insights and proven strategies from the real-world.

We’ve rounded up the top reasons we’re the trusted call center provider for hundreds of small and mid-sized businesses from the US, Australia, Europe, and Canada.  

1.    Highly Experienced Agents and Quality Assurance

Next you’ll be curious about who will be directly working for you. Our HR team follows strict hiring and vetting procedures to find the perfect team for your account. We check the educational and work references for all prospects. Every employee is required to pass National Bureau of Investigations clearance and complete a medical screening test.

When you choose our agents, you can be rest assured you’re getting someone who: has passed comprehensive oral and written tests; scored above average on IQ tests; achieved college-level education; and possesses prior call center experience. In a testimonial, one client from Delray Beach, Florida was impressed that “a lot of the agents EB recruited had previously worked at large centers on accounts for major companies including Dell, Microsoft, Lexmark, and AT&T.”

We create a desirable workplace with competitive wages, full health benefits, motivational performance incentives, and team-building activities — including beach parties and holiday events with prizes and recognition awards. Our pool of talent is second-to-none, and our 3% average monthly turnover rate is well below the industry average, which can be as high as 45 percent.

Executive Boutique’s rigorous training includes several days of orientation, one to six-week client product training, and continuous refresher courses. If you wish to oversee this process in person, we invite you to visit our office in person. If a trip is not feasible, most training can be done over the phone using GoToMeetings or Join.me. Our agents are trained to neutralize any accents they may have, so your customers will never know your call center is located overseas.

Our ongoing quality assurance program varies from client to client, but may include:

  • Energy and attitude
  • Use of filler words
  • Pronunciation and articulation
  • Speed and pace
  • Rebuttal and objection handling
  • Listening skills
  • Professionalism
  • Documentation
  • Process Adherence
  • Dialing readiness

2.    Advanced Technology, Security, and Reliability

The top call centers in the Philippines use the latest technology, but have also thought ahead to plan for contingencies. Our Voice over Internet Protocol system has the industry’s best sound quality and transmits at less than 200 ms, so there is no delay. Our flexible, hybrid PBX telephone system is a hosted/in-house system developed by Fonality under the name Trixbox and developed on the Asterisk software platform, running on in-house, Linux-based servers. Our network data is protected by firewall and virus protection, backed up daily, with 24/7 IT support in-house. By partnering with collaborators like PayPal, Microsoft, Call One, and Salesforce, we deliver superior quality technology. We use cloud-based hosting with Vici Dial / OS Dial predictive dialing. Each work station and server is protected by uninterrupted power systems, in addition to the building’s backup generators. In the unlikely event an ISP goes down, we have three backup telecom providers that allow us to find the best connection at the lowest price.

Executive Boutique adheres to the utmost security with:

  • 24/7 building security, with guards at all entrances, front desk attendant, and video monitoring
  • Badge-restricted access and fingerprint scanning for all employees and guests with proper ID and clearance
  • Tight restrictions on staff use of the internet, mobile devices, writing instruments, and storage devices
  • Video monitoring to ensure compliance with all security protocols
  • Strict computer security monitoring by our internal IT staff

3.    Flexibility and Accessibility

Working with an outsourced call center allows you the flexibility to operate to discerning customer standards — 24/7, 365 days a year. A major reason growing firms outsource with us is our easygoing, “can-do” attitude and flexibility. You receive your own dedicated agents, but you may hire as few as five agents or as many as you need. We have over 500 seats in our call center, with one team lead for every 15 agents. We offer both inbound (60% off our workforce) and outbound (40%) agents.

We have the experience, knowledge, and skill to run a full-service onboarding and training campaign if you wish or you can take a heavy hand in conducting the interviews, selecting specific agents, and overseeing the whole process. We invite you to come into the office for a visit or you may manage your call center remotely with screen sharing software. The team leader is directly accountable to you – contactable by phone, email, or chat every day. Your staff is supported by our IT department, training manager, QA monitors, project managers, and team leaders.

We work on flexible terms. There’s no annual contracts locking you in. We’re so confident you’ll love our services, we offer flexible on month-to-month terms, from 30 days on up. You can scale up or scale down, depending on the season or the successfulness of your enterprise. Small accounts may amend or cancel our services with a 30-day window, while larger accounts may require 60-90 days’ cancellation notice. The monthly price structure is based on the number of agents you need. If you’re looking for the top call center in the Philippines, contact us for a free quote to see the difference.    

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What is PCI Compliance?

Whether you’re selling handmade art at the local farmer’s market, or running a large organization generating thousands in sales daily, PCI compliance is something that has been addressed when discussing payment. 

That’s because company dealing with the payment, storage, or transmission of credit card information must comply with a set of standards and practices aimed at protecting consumers and businesses.

Examples of those required to comply with PCI standards include:

  • Brick and mortar retailers
  • Financial institutions
  • Online retailers
  • Insurance companies
  • Hospitals and other medical facilities
  • Farmer/flea market vendors
  • Service providers

The Payment Card Industry Security Standards Council is responsible for the creation and advising of safe and ethical card payment practices. This body is made up of major credit card companies who found it in their best interest to protect themselves and consumers. 

There are 4 Levels of PCI compliance for merchants, and 3 Levels for service providers. These levels are divided by the amount of transactions they complete, the amount of e-commerce transactions, and the number of accounts handled. Most small businesses are classified as Level 4 merchants since they typically handle between 20,000 and one million transactions a year.   

PCI (Payment Card Industry) compliance was initially rolled out as a way to keep up with the changing relationship between merchant and consumer, more specifically the way products and services are paid for. Online shopping was a major factor behind these efforts, with easier payments came more areas of vulnerability for criminals and scammers to capitalize upon.

But it’s not only credit card transactions to which these standards apply.  

Gift cards provided a new area of concern for businesses and credit card companies; gift card recipients were at risk for paying with empty cards and online merchants could get scammed as well. With the growing use of gift cards issued by major credit card companies, the safety surrounding these transactions are taken even more seriously.

Failing to adhere to PCI standards is not illegal at the federal level, but it is in the best interest of merchants to follow them. Complying with PCI standards is not only ethical, but also necessary in order to avoid fines, lawsuits, and other security related issues. Fines incurred by data breaches or fraud loss can take a toll on a business, possibly to the point of bankruptcy.

PCI compliance should be taken seriously by a business if they want to succeed, if this can’t be done in-house then they should enlist the help of a company to assist in maintaining the standards. Free of fines and bad publicity, organizations can then do business knowing both them, and their customers are safe.  

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How Call Centers Achieve PCI Compliance

Failing to protect private cardholder data can undermine customer trust and cause companies to incur hefty fines. How can businesses ensure that sensitive credit card information is secure and protected against fraud? By maintaining PCI Compliance. The Payment Card Industry Data Security Standards (PCI DSS) is a set of criteria that were designed to make sure online sellers had procedures and systems in place to mitigate risk of data breach.

From merchants and customers to banking institutions, the security of credit card information affects everybody. The PCI standard applies to any entity that stores, processes or deals with private cardholder data, with a view toward decreasing the likelihood of cyber-attacks, identity theft and data breaches. Companies that do not adhere to PCI regulations can face severe consequences, including costly penalties, revenue loss and a tarnished reputation. Given the harsh ramifications of compromised cardholder data, it is imperative that call centers achieve – and maintain – PCI Compliance.

How do PCI Standards apply to call centers?

Under PCI DSS standards, any third-party call center provider that transmits, stores or handles credit cards, debit cards and pre-paid cards that are MasterCard, Visa, American Express, JCB, or Discover must comply with the goals listed below.

A PCI Compliant Call center must:

  • Create & maintain a secure network — Install a firewall configuration to safeguard cardholder data and continuously ensure passwords are unique and updated
  • Protect sensitive cardholder data – a PCI compliant call center must utilize multiple layers of physical and virtual security methods and never store PIN numbers or card validation codes. All data should be encrypted and unreadable to potential hackers.
  • Vulnerability management procedure – make sure that all systems are protected by anti-virus and anti-spyware and updated to the latest version.
  • Enforce strict access control measures – access to private cardholder data is restricted to only agents who have permission.
  • Regular network testing – Call centers must test networks for potential security issues on a regular basis.
  • Provide a security policy – this policy should outline protocols for operational security, risk analysis and other tasks for employees.

Harsh penalties for non-compliance

If a business experiences a security breach due to non-compliance with PCI standards, they are subject to financial penalties imposed by their acquiring bank. Fines can range from $5,000 up to $100,000 each month, depending on the specific circumstances of the breach. These fines must be paid until all issues are resolved. There is much collateral damage that goes beyond these fines, which can be avoiding by partnering with a top call center that is PCI Compliant.

Executive Boutique, a top Philippine call center, understands that PCI Compliance must be continuously enforced and reevaluated on a yearly basis per industry standards. We have the training, technical and operational requirements and checkpoints in place to help businesses avoid liabilities such as:

  • Damage to company reputation
  • Loss of customer confidence and loyalty
  • Dwindling sales
  • Penalties levied by credit card companies
  • Fraud losses
  • Remediation fees

Online compromises and vulnerabilities are constantly emerging. Protect against data breach by working with a PCI Compliant call center like Executive Boutique.

To learn more about the best PCI Compliant call center services in the Philippines, please reach out for a free quote today.

Additional Resources:

  1. PCICompliance.org, PCI Compliance Guide https://www.pcicomplianceguide.org/faq/
  2. PCI Security Standards Council, Data Security Standard https://pcicompliance.stanford.edu/sites/g/files/sbiybj7706/f/pci_dss_v3-2.pdf
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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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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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