Executive Boutique

CALL US - US: 1-888-700-9555 US | UK: 44-12026-18056 AU | AU: 612-8015-5330 AU| SGP: 65-6653-6528SGP

Philippine Call Center Blog

The Difference Between a BPO and a Call Center

The Difference Between a BPO and a Call Center

There is a difference between a BPO and a call center.

Not many people know about it. And a lot of people often interchange both thinking that they’re the same.

Allow me to explain the difference between the two.

What does a BPO do?

BPO stands for Business Process Outsourcing. From the phrase itself, you can get an idea of what the industry is all about.

Companies tap BPO organizations to carry out their back-end and front-office operations, and perform tasks found in a specific process or part of a process.

Back-end processes refer to those not related directly to customer support, but complement and help improve the customer experience. 

Examples of these include tasks related to accounts and finance, data entry, billing and payments, employee payroll, surveys, content writing, processing of claims, verification of applications, and more.

Front-office processes, on the other hand, involve customer management functions through email, live chat, social media and others, helpdesk services, appointment setting, and more.

BPO outsourcing is for startups, too.

You may notice that these tasks are often management and administrative, and though menial, can take up a lot of time to be accomplished.

As such, companies often outsource to BPO organizations to do these for them. Doing so allows them to enhance their efficiency, productivity, and performance.

If you own a startup or a small business, and you think outsourcing to a BPO organization is only for big-time companies, think again. 

Outsourcing can work wonders for startups and small businesses. With the help of BPO companies, startups owners can focus on focus on the more important parts of their business.

It allows them to delegate administrative tasks so they can better focus on things like business growth, sales, streamlining their process, etc.

It also helps companies manage their workforce, costs, and resources better as they expand their business.

What Do Call Centers Do?

Just like BPOS, you can grasp the work/offer of call center companies by what they’re called.

Call centers accomplish a company’s tasks that deal mainly with phone calls. They can fulfill various objectives such as lead generation, sales, marketing, customer support, and others.

These phone calls can either be inbound or outbound.

Inbound processes happen when customers call to avail of a company’s services, make product inquiries, report a complaint or defect, or request for resolution of a technical problem.

The classic examples are airline ticket reservation and purchase, requesting internet connection recovery, terminating postpaid mobile plans, requesting pizza delivery, and a lot more.

Outbound calls happen when call center representatives reach out to prospects or leads, on behalf of the company for sales, marketing, or other purposes.

For instance, they invite customers to open a credit card account or get life insurance or even follow up for payments.

Agents or representatives typically call customers indicated in a contact list and proactively pursue them.

Services call centers provide are vital. They cultivate the company’s relationship with its customers through direct interaction, whether the customer initiates it or the call center does.

Your Turn!

Are you looking for a BPO or a call center company?

Either way, you can call us at  1-888-700-9555. Our associates are more than happy to talk to you about your outsourcing needs may it be inbound or outbound calls, lead generation, etc.

We look forward to hearing from you. Cheers!

Read More »

Self-Care Tips for Busy Leaders

As a leader, others orbit around you, looking to you for guidance and direction, hoping to better themselves in their work and overall everyday lives. Being a leader means putting the people who follow you first, and their livelihoods. A leader could be a boss, a co-worker, a politician, or just an everyday person; leader qualities live inside of everyone. Being a leader also means you might find yourself neglecting what is most important — your own self-care. Without it, everything is affected; our jobs, our relationships, and even our finances can suffer! It’s so important to take care of oneself, that we put together a list of four self-care tips for you desperate leaders. Keep reading!

#1. Be assertive! This one might not be too hard if you’re already sitting pretty with this personality trait trained and waiting in your arsenal, but if this doesn’t come naturally to join remember to practice it! Remember that YOU are your own master, and you’re not a slave to your own leadership. Say “no” when you want to — and don’t feel bad!

#2. Get away when you can. We strongly suggest that you use up your vacation days, or even weekends, to refocus. Center yourself back into the powerful leader that you are so you can attack the next work week. Sometimes just stepping away to look at the situation as a whole is just what you need to keep your sanity from slipping away.

#3. Stay involved in some sort of community. Even if you just visit your parents once a week, you’re still surrounding yourself with people who aren’t looking to you for a leadership. These people — your friends, your family, your lover — all hold you near and dear to their hearts, and will act as a softening agent to a reality that puts a lot of strain on you.

#4. The 3 Rs: Rest, Routine, Reward. You need to get the allocated 8 hours — or more — of sleep in a day. It’s hard when you’re busy, but SO MUCH changes when you’ve slept long and we’ll. You should also establish a morning routine that will leave you feeling happy and energized for the rest of the day (hint: avoid heavy starchy breakfasts). Finally, at the end of the day, you need to reward yourself with the things you like. It could be wine, a snack, a movie, or anything else, so long as you enjoy it.

Remember, self-care is the one thing we can’t afford to avoid! What are some of your self-care routines? Let us know in the comments!

Read More »

How Outsourcing to a BPO Company Can Be a Deal Maker For Startups


Do you remember how your summers were spent as a child? You were either that kid who spent most of the summer frolicking under the sun or the one who got busy selling ice-cold homemade refreshments for some extra cash.

If you are the latter, you are probably longing for those good old days where things seemed so simple.

Contrary to your situation now as an adult, who just started your business venture,you are beginning to realize that running a business is far more complicated than how they were when you were selling homemade refreshments as a little kid.  

As a newly minted entrepreneur, you are continually finding yourself either doing administrative tasks that are repetitive, time-consuming, and not necessarily contributing to any of your company’s goals; or wishing that you would find a qualified and experienced person to do the same admin tasks that are eating up most of your time.

This is where working with a Business Process Outsourcing (BPO) company will make all the difference.

Alibaba, hailed as the world’s biggest online marketplace, started as China Yellow Pages. Their journey to become the giant global online marketplace that they are today started with outsourcing their web design.The Alibaba group is living proof that startups and BPOs are indeed, a perfect match

Especially now that the world is digitally connected, people demand efficiency and convenience. BPOs give startups the edge they need to survive in today’s fast-paced and highly competitive environment.

Perfect Match

The BPO industry continues to grow exponentially year on year. Here are some of the reasons why startups and BPOs are a match made in heaven.

BPOs are cost savers

As a fledgling company, you operate on a tight budget. Instead of hiring full-time staff and paying for monthly salary and benefits, your money is better off spent on product innovation or expansion.

Working with a BPO company will help get things done faster, for the same level of quality, but  a lesser financial investment.

It also helps you save money by eliminating the need to purchase equipment or technology, not to mention, maintaining them.  

BPO companies run state-of-the-art facilities which are maintained regularly to operate on tip-top condition. Consider this as one less concern ticked off from your long expense list.

BPOs allow company flexibility

As a startup, you need to be able to scale your business operations. Having limited resources should not stop you from meeting your clients demands. When in need of additional manpower, your partner BPO company can round up, or round down your workforce according to your needs. They help you manage your costs better.

BPOs helps streamline business process

By delegating tasks and projects to a BPO, you have more time to devote and focus on your core business functions. This takes away your involvement in needing to make decisions related to day to day operations. Not only does this save you time, but it also improves your company’s efficiency.

What’s Next?

Are you looking for your perfect match? Ready to give outsourcing to a BPO company a try?

Let Executive Boutique lead the way!

Our experienced team on BPO management, highly-trained, dedicated agents, and cutting edge technology will be with you to support you every step of the way. We offer a wide range of office tasks to support your business at attractive, competitive rates.

Contact us today to find out more!

Read More »

What Is PCI DSS and Why Is It Important?

Any business that handles credit card transactions needs to be aware of the requirements of the Payment Card Industry Data Security Standard (PCI DSS). This is a suite of security standards that is intended to ensure a secure environment for credit card information. These protocols are wide-ranging, affecting countless businesses. Here’s what you need to know about PCI DSS.

What exactly is PCI DSS?

The PCI DSS requirements were developed by the Payment Card Industry (PCI) Security Standards Council. Every organization, including nonprofit entities, which accept payment cards must adhere to these standards. This includes debit and credit card transactions. It also includes any organization that indirectly manages these transactions through a third party.

What happens if my business is not PCI DSS compliant?

Non-compliant organizations are subject to fines and other penalties. The PCI Security Standards Council is backed by the five major credit card companies—American Express, Discover, MasterCard, Visa, and JCB (Japan Credit Bureau). These payment card companies, through the PCI Security Standards Council, are behind the potential penalties for non-compliant organizations.

Fines are imposed only rarely, but they can be substantial. They can range from $5,000 to $100,000 per month per violation. It’s more common for a non-compliant merchant to first receive a warning letter and guidance on the violation that requires correction. Subsequent violations may result in the cessation of payment card processing, either temporarily or permanently.

What are the requirements of PCI DSS?

There are 12 main requirements of PCI DSS. They cover the following areas:

  • The use of a firewall configuration
  • The use of custom, non-vendor-supplied default passwords and other security parameters
  • The protection of stored cardholder data
  • The encryption of data transmitted over open, public networks
  • The use and regular updating of antivirus software
  • Secure systems and applications
  • Restricted access to cardholder data
  • A unique ID for each person with computer access
  • Restriction of physical access to cardholder data
  • The tracking and monitoring of access to cardholder data
  • Testing of security systems and processes
  • Policy regarding information security

What if I use a third-party vendor like a call center?

Since call center operatives may manage credit card transactions, it’s crucial that you outsource your calls to a call center that is 100% compliant with the PCI DSS requirements. It may not be enough to simply know that the call center is compliant. It’s in your business’ and your customers’ best interests to choose a call center that has been verified compliant with the PCI Compliance Certification. This certification guarantees that the call center uses acceptable technology to protect credit card information during transactions.

Looking for a 100% compliant and certified call center? Executive Boutique is proud to maintain our PCI Compliance Certification because the safety and security of your customers is our top priority. When you choose our call center in the Philippines, your customers can safely enter their sensitive data directly into our secure service, bypassing the need for our call center agents to handle that data. In the event an agent does need to handle sensitive data, we use “pause and resume” technology that prevents credit card info from being recorded. We also use PCI DSS-compliant storage with encryption for all sensitive data. Get in touch with us today to find out how Executive Boutique can assist your company.

Additional resources on PCI DSS

Read More »

Outbound Call Center Services: We Make Calls For You

The success of your company is largely dependent upon its competitive edge. No matter how innovative your business model is, your company must still compete against countless other businesses in the same industry. And if you’re like many entrepreneurs, you simply don’t have the resources to maintain an in-house call center to generate leads and turn prospects into sales. By partnering with an outbound call center, you can gain that competitive edge you need to corner your share of the market. An outbound call center can provide many types of services for your company, including the following.

Appointment setting

These days, few businesses have time to spend making cold calls. But this method of drumming up new customers can be effective when it’s done by a skilled call center agent. You can outsource your cold calling to an outbound call center to boost your customer base by securing face-to-face meetings with qualified prospects. Cold calling professionals can set appointments for any purpose. Whether you need to get more clients or customers through your door or connect with potential buyers, an outbound call center is the versatile solution you need to scale your company.

Seminar and event registration

Seminars and other events can be invaluable ways of promoting brand awareness and positioning your company as an industry leader. But in order for your event to be a success, you need more bodies in the seats. The professional agents at an outbound call center can make the hundreds of calls necessary to register more attendees. In addition to boosting your registration list, these agents can perform the following tasks:

  • Alert attendees of scheduling changes
  • Up-sell or cross-sell sponsorship spots
  • Explain exhibiting opportunities
  • Conduct post-event followups

Market research data collection

Market research is the foundation of any effective marketing campaign. Unfortunately, it’s time-consuming and tedious—and often, it’s one of the least-enjoyed aspects of entrepreneurialism. By partnering with an outbound call center, you can completely outsource your market research needs. Qualified agents can perform inbound or outbound data collection campaigns, including surveys and polls, in order to deliver the insights you need to craft a winning marketing campaign.

Lead generation

Are you spending too much time generating and qualifying leads? These are tasks you could easily outsource to an outbound call center. Experienced agents can start with your lead list. After identifying and qualifying your prospects, the agents will distribute these qualified leads to your sales team, enabling your company to focus on what matters: Boosting revenue and reaching long-term objectives.

Executive Boutique: Your call center partner

Executive Boutique is an American and Australian-owned call center strategically located in the Philippines. Our professional agents can handle all of your outbound call center needs, from appointment setting and lead generation to market research data collection and seminar registration—just to name a few. We’ve worked with a diverse range of industries, including ecommerce, retail, healthcare, insurance, and financial. Streamline your operations by partnering with Executive Boutique today.

Read More »

Why is HIPAA Compliance Important for Healthcare Organizations?

The Health Insurance Portability and Accountability Act (HIPAA) is one of the most important pieces of legislation to impact healthcare in recent years, designed to address insurance coverage for individuals that would otherwise be left unprotected between jobs. The legislation also takes a focus on the protection of confidential information, as well as preventing fraud, making HIPAA essential to understand for healthcare organizations.

Benefits for Providers and Professionals

When HIPAA was enacted in 1996, it brought along with it a range of improvements for consumers in the healthcare industry. A central development that necessitated the introduction of HIPAA was the transition from paper records being the standard form of documentation to digital record-keeping, which required a new and comprehensive approach to patient privacy and organizational efficiency.

HIPAA helps ensure that sensitive healthcare information can be shared between insurance providers, employers, and other industry professionals can share information when necessary while maintaining the highest possible degree of confidentiality. Essentially, HIPAA helps streamline healthcare by facilitating effective communication between healthcare providers and those they serve, standardizing the process to promote flexibility.

Benefits for Patients

While HIPAA has had a transformative effect on the way the healthcare industry operates, it offers even greater benefits for patients. Where before organizations had individual privacy policies and would rarely face repercussions for exposing patient data, HIPAA protects private citizens by safeguarding personal information through a defined set of guidelines that govern healthcare providers, health plans, and other HIPAA-regulated entities.

The primary purpose of HIPAA from a patient standpoint is to define who can view patient information as well as limiting who the new data generated can be shared with. The legislation mandates that any information disclosed to a healthcare organization must be protected by stringent security standards, and patients have final determination over when personal information is released as well as who the organization’s records are shared with.

Another aspect of HIPAA is to prevent errors in data recording from negatively impacting patient care. Even the most meticulous organizations sometimes make mistakes when recording and transferring healthcare data, and giving patients the power to access these records allows them to inspect for inaccuracies. Obtaining copies of health records prevents tests from being repeated and critical information from being lost in translation.

In the wake of a severe incident, a person may be rendered unable to communicate with their healthcare providers, and so HIPAA also allows individuals to predetermine who can speak on their behalf where their wellness is concerned. Patients can select as many parties as they desire to communicate their needs in their absence, and under the act everyone elected as a representative as complete access to relevant medical records.

For patients taking an active role in their healthcare as well as organizations that rely on effective communication with other entities, HIPAA compliance is key. By giving both a new healthcare provider and a transitioning patient access to the individual’s entire health history, care givers can offer the right treatments faster and patients have more control throughout the process. Call our offices today to learn more about our HIPAA compliant call center services.

Read More »

Does My Business Need to be PCI Compliant?

Different credit cards on table, closeup

PCI compliance is mandatory for every merchant that accepts credit or debit card payments on their website. The information entered by customers is sensitive data, so it must be well-protected.

The systems often store consumers’ credit card information for long periods of time, so it’s important that customers feel confident their information will not be compromised. In fact, a huge part of every customer’s buying decision is the degree to which they believe a website is trustworthy.

Technologies are advancing and being developed every day, so the amount of fraud activity is growing, and businesses can face liabilities as a result. That’s why every merchant or payment service provider with card payment solutions must be PCI compliant. Some people have been questioning the need for it, but here’s why it’s so important.

– Eliminate Risk

When you have a payment security option, your consumers will be happier with your product. When there is no security behind an online purchase, it’s available to the black market nearly immediately. In turn, your company could get sued.

– Fraud

As mentioned, purchasing anything online can be dangerous without security options. The black market is waiting to scam people out of their money. PCI compliance helps the consumer and the provider of the product or service.

– Secure YOUR Business

The world of business is tough and keeping your business safe is even tougher. If your payment system isn’t secure, you will have a problem at some point, if you haven’t already. It’s important to hold your payment system to as high a standard as you hold the rest of your business.

– Avoiding Fines

Fines can happen easily when you’re an online company.  Should your site get breached, not only will you have to deal with the loss of data, but you may also have to deal with fines or lawsuits from customers and other organizations. This could cost you hundreds of dollars if you’re extremely lucky, or hundreds of thousands if you’re only moderately unlucky.

– Standards

If your company is PCI compliant, it improves your reputation for everything. Assure your customers that your bottom-line is not your only priority, and that your company holds itself to a higher standard than competitors.

Companies that are PCI compliant are significantly more successful and safer. Many business leaders think PCI is not important for their business, but it is necessary for the consumer and producer. Consumers knowing that the information they put into a website is safe is of utmost importance. Protect yourself and your company by protecting your consumers.

Read More »

How Do Inbound and Outbound Call Center Services Differ?

Automatic Call Distribution

Inbound and outbound calls are both integral aspects of business management and customer acquisition. Third-party services exist for both, and more companies are taking advantages of these outsource centers for maximum consumer retention. Learn about the ins and outs of inbound and outbound calls and how they differ.

What Are Inbound Calls?

Inbound calls are those made to your company from an existing customer or prospect customer. These tend to be more service-based and often include enquiries. For existing customers, these may be calls about billing, technical support, subscription renewal/cancellation, or membership upgrade. Prospective customers may be calling to ask about a particular product or service.

Inbound calls may also include complaints, which the customer service representative is trained to resolve in a calm, polite and effective manner.

What Are Outbound Calls?

With outbound calls, the company is the party that initiates the call to the customer. This can be done for a number of reasons. The primary goal usually has to do with customer retention and outreach to prospective customers. As opposed to the more customer service-based inbound calls, outbound calls are more sales oriented.

With the help of big data, metrics, and other key performance indicators, companies can actively reach out to prospective customers to take them further down the sales funnel. For existing clients, initiating the outreach helps foster positive company-to-client relations.

Examples of outbound calls include:

  • Sending current customers a courtesy reminder that their subscription requires renewal
  • Contacting customers with exclusive limited-time offers
  • Sending further information to potential customers who have made an enquiry
  • Sending offers or deals to potential customers after the end of a free trial they signed up for
  • Sending surveys (very important for data analytics)

Contrary to popular belief, most outbound calls include warm rather than cold calls. The former means the call is only initiated after the prospect customer has expressed some form of interest, such as joining the company’s social media page.

How Are Inbound and Outbound Call Centers Different?

While there is certainly some overlap, the aims of the two are different. Inbound call staff is trained to quickly resolve customer issues and complaints in a professional manner. Outbound call staff, on the other hand, are trained from a more sales-oriented approach. The goal is to convert new customers or get existing customers to upgrade their membership or try new products. Both are trained to be courteous and always act professionally.

With this in mind, it’s important to know which services a third-party calling center specializes in when outsourcing calling duties. Depending on the size of company and customer base, businesses may outsource one or the other or both.

Outsource Both Inbound and Outbound Calls to Executive Boutique

Executive Boutique’s call center has departments that handle both inbound and outbound calls in various industries. Our call center is based in the Philippines and handles incoming and outgoing calls for countless companies based in the U.S., UK, Canada, and other Western countries. Outbound and inbound calls ensure customer retention, recruitment, and satisfaction.


Read More »

Customer Service Vs. Customer Experience – What’s the Difference?

Customer Service Vs. Customer Experience - What’s the Difference
Customer Service Vs. Customer Experience - What’s the Difference

Customer Service and Customer Experience have become synonymous to businesses nowadays. We often perceive the two words to mean the same and use them interchangeably.

However, they are not the same thing.

Customer Service is just a part of a bigger picture, a small piece of the puzzle, while Customer Experience is the sum of the entire customer journey.

Customer Service Defined

Between customer experience and customer service, the latter is probably the more familiar term, but it is also the more narrowly scoped.

Customer Service can be described as the advice or assistance a company gives to its customers. It is centered on human interaction and directly supporting customers.

It is provided to increase customer satisfaction. Being able to answer queries, educating prospects that result to them choosing the right product, how best to use the product, troubleshooting any issues, and making sure every purchase transaction runs smooth, are some of the ways to achieve customer satisfaction.

What is Customer Experience?

Customer Experience, on the other hand, goes above and beyond customer service. It is the total journey of a customer’s interaction with a brand – from research, to knowing the product, to shopping and purchasing, to actually using the product and following up with the brand afterward.

It is the entire customer lifecycle, the sum of all interactions where customer service is a vital part of.

Customer experience measures how customers feel about a company overall and include the emotional, physical, psychological connection customers have with a brand.

Customer Service vs. Customer Experience

The main difference between customer service and customer experience is that the former is reactive. It is often only used when a customer has an issue. Otherwise, if all is well and there are no questions about the product or service, there is no need to get in touch with customer service.

Customer Experience is the exact opposite. It is in every way proactive and aims to reach every single customer. The main point to customer experience is to build a personal connection and establish meaningful relationships with your customers.

This is better illustrated by a customer interaction that actually happened with Zappos, an online shoe and clothing retailer in Las Vegas. Zappos, imbibes the true meaning of customer experience and prides itself in making every customer interaction extraordinary.

Ryo, a Zappos agent, received a call from a woman who wanted to return the boots she bought for her father, who had since died. Not only did he give her a refund, but he also said that she didn’t have to return the boots and that she was free to give it away if she wanted to.

One would think that the service provided is already excellent. But Ryo did not stop there – he took an extra step and even sent her sympathy flowers. And this extra mile that he took makes an unforgettable and heartwarming customer experience.

The significant difference is that where customer service aims to be ready when a customer reaches out to them, customer experience, already anticipates the customer’s needs and gives it to them without them having to ask or say so. It is also exceeding customer expectations and making them feel special.

What’s Next?

Need that extra support to help you achieve memorable customer experiences? What better way than to outsource your customer support services to the Philippines?

At Executive Boutique, we share your passion for providing the best customer experience possible. Our agents have the training, experience, and willingness to make your customers happy.

If you would like to find out more, contact us today!

Read More »

4 Office Spring Cleaning Tips

The weather is warming up and winter is on its way out! Now is the perfect time to start spring cleaning your office. Organizing and cleaning any room, especially if it has gotten out of hand, can seem like an overwhelming project. We’re here to help! We’ve compiled a few tips to help get you started on getting your office back to the productive workspace it’s meant to be.

Clean out your desk.

Your desk should only hold your most important items. Computer, phone, notepads, pens, and other vital supplies are examples of these. If your desk has drawers, they should only hold important items as well. If your desk is cluttered with food wrappers, old documents or pieces of mail, it’s time to start cleaning it out. Only keep what you need and use regularly.

Get rid of your digital clutter.

Our online workspaces are important to our productivity just as much as our physical ones are. An inbox full of junk or unopened emails looks overwhelming to some. If you have a digital to-do list or schedule, optimize it so that it contains reasonable goals for each day. Keep up with it, too! If one task doesn’t get done, assign it to a different day where you’re sure you’ll have enough free time.

Clean your furniture.

When your desk and online workspaces are organized, it’s time to get down to the actual cleaning step. Wipe down all of your furniture surfaces with disinfectant. Dust your bookshelves. Polish your wooden furniture. These steps should be a weekly part of your routine. If you can’t keep up with it yourself, consider hiring a professional cleaning service.

Clean your floors.

You don’t want to ignore your floors! You’ll need to vacuum, mop, and (if needed) wax them. If you’re willing to make this project even bigger, get down to the baseboards, air ducts, and corners and clean up all the collected dirt and dust. Squeaky-clean floors will make the room seem bigger and more approachable.

Spring is a great time to kick-start your cleaning projects and it’s also an opportune time to set new cleanliness goals and habits for yourself. Take the time to deep clean your office and help it stay clean by working regular maintenance tasks into your routine. Something as simple as clearing clutter off your desk daily will make a big impact. Try not to think of these tasks as chores – think of them as you investing in your own productivity and success!

Read More »