Tag: business process outsourcing services

Business Process Outsourcing (BPO) Services: Road to Enhance Success

Business Process Outsourcing (BPO) Services: Road to Enhance Success

BPO is contracting of third-party organizations. In this, companies undertake specific business tasks, both in back and front office. The front office deals with customers such sales, marketing, and services departments i.e. customer support while back office deals with functions that need to run the business on its own such as Human Resources, Accounting, Information Technology.

Since last two decades, BPO services have seen a global phenomenon and there is a multitude of reasons for its popularity in recent years. There are many companies claiming their excellence. They are a great advantage for all the business sectors.

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A perfectly organized one help companies and organizations manage their non-core business processes and back office tasks in an effective manner, streamline business function, quickly achieve maximum success and enhance the overall productivity of the business.

SureVin offers comprehensive BPO services across multiple sectors of business which are marketing, procurement, supply chain, learning, HR, finance, and accounting. We also provide specific BPO services to match the needs of particular process or industries such as telecommunication networks, credit services, healthcare, utilities, pharmaceuticals and more.

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SureVin focuses on the following dimensions:

  • To increase the production of measurable business outcomes like increased sales, financial performance, better employee retention, customer acquisition and – in addition to cost efficiencies.
  • Analytics based insights by our deep functional experience in the industry that is continuous in nature.
  • A comprehensive approach that looks your business as a whole and beyond any single function or project.
  • To support transformational change and complexity for your organization.
  • To achieve desired goals which result in increased value, a committed teamwork and partnership for our clients in long term.

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Our Services Include:-

  • Cross Industry BPO Services
  • Marketing
  • Finance and Accounting
  • Supply Chain
  • Procurement
  • Talent Acquisition and HR

Industry Specific Services include:-

  • Credit Services
  • Accelerated R&D
  • Health Administration
  • Insurance
  • Health Management
  • Network
  • Capacity solutions

For more details on our Digital Solutions, contact us today. We look forward to discussing your needs and to ways to help you with our experience.

Source Url:- http://surevin.com/business-process-outsourcing-bpo-services-road-to-enhance-success/
How Outdoing Voice Support can Help Outsourced Call Center Services

How Outdoing Voice Support can Help Outsourced Call Center Services

It is vital for a business to provide a qualitative call center services. Through customer interactions, call center services can be improved which can build a strong and long term relationship between business and customers. Some companies only offer phone call services while some surpass voice based contact and use various channels to provide support services on a 24/7 basis. Business organizations which outsource contact services of high quality assimilate comprehensive set of support services by using email and enquiry chat in order to handle customer care for all industry types.

Phone call support

This support deals in marketing, customer care and collections. From sales support calls to service related calls, contact center employees are trained for enhancing customer experience by way of contacting them personally and maintaining business relationships. These employees work for several sectors, ranging from financial to insurances to medical. They assist in sales support through lead generation and converting customers thus making them valuable and important member of sales team. Outbound call center professionals also provide support for back end operations by calling and reminding the customers regarding bills, etc. to advance the revenue cycles.

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Email support

This support is for concise order updates. If the customers prefer to communicate to businesses through emails rather than phone calls, contact center employees can be waiting to respond with friendly messages on the receiving end. E-commerce business gets benefitted from email support by sending precise order updates and testimony to customers at the time they purchase products from online store. When customers have queries about the products listed in the website, outsourced personnel will be able to follow up quickly having detailed answers thus helping them find the right one. Even in the case of consumers filing complaints through emails, outsourced email support employees are trained to turn negative reactions into a positive one.

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Help-desk support

Helpdesk support deals with product related and technical questions. When buyers contact businesses because of trouble operating a product, outsourcing technical support can help them. Employees for outsourcing can provide friendly support which can increase customer satisfaction with products or system operations through helpdesk support services. Outsourced companies recruit workers who understand how complex a particular product is or an industry is and manage technical or network support for better buyer experience.

Enquiry or Live Chat

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This feature is for real time discussions. Seldom does it occur that customers have tough time to decide whether or not they want to purchase a product being on a website. They would prefer talking to a sales representative and inquiring about a respective product rather than sending e-mail and waiting for the response. Through live chat facility or inquiry, customers and outbound professionals can contact to increase customer conversions and help shoppers to make purchase decisions.

Source Url:- http://surevin.com/outdoing-voice-support-can-help-outsourced-call-center-services/

Outsource Services! Not for Cost Reduction But for Customer Service Quality

Outsource Services! Not for Cost Reduction But for Customer Service Quality

Outsourcing has become a leading business model of our time, even so far as becoming the criterion in many industries, from being an entirely new concept of doing business 10 years ago. It plays a major role in our global economy today. Cost reduction remains a primary driver of most businesses to outsource but quality plays the crucial factor when it comes to choosing an outsourcing partner.

In fact, even as most businesses outsource a part of their operations offshore and have gone mainstream with another, there are still companies who are hesitant to entrust part of their operations to a third party. They have this notion that this might save them money but will compromise quality.

According to a survey, many companies confessed that they have expressed frustration with the quality of work being provided, but most of them said that they chose cheapest outsourcing option rather than best quality. Nearly all of them around 94% admitted that the focus on cost was increasing the likelihood of their failing projects.

It seems that outsourcing has this reputation of driving down the costs but it sacrifices quality which leads to a company’s reputation. This is not true. While it’s right that focusing only on cost reduction without thinking about quality may lead to poor customer perception of your company brand, it doesn’t mean that outsourcing operations equate poor quality. Outsourcing is just a fraction of the cost of keeping operations in a house; it doesn’t have to mean that quality should be compromised.

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Quality in Outsourcing

There has been a shift towards BPO’s adopting an uncompromising approach towards quality service to earn trust, continued loyalty, and business of their clients. It needs not to say that companies want to hire quality outsourcing providers. And in order to measure the quality of outsourcing services, there are yardsticks and models which help companies to decipher which ones are worth considering.

 

Quality Assurance Models
ISO 9000

Most BPO’s have set their standards to ISO 9000. It’s most chosen norm among quality assurance models because it is used as a norm facilitating international trade, adopted by more than 130 countries. The set of standards dealing with the management system used to design, deliver, produce, and support products and services.

Revisions of ISO 9001:2008 aims at a process approach with a focus on measuring performances of process and effectiveness as well as continually improving the process based on goal measurement.

 

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Total Quality Management   
ISO 9000 helped BPO companies gain a generic level of maturity quality and has encouraged others to work further towards other quality methods. Total quality management is an approach towards quality meeting competitive challenges with focus on top management commitment and involvement, supplier relationship, customer satisfaction, quality oriented training, benchmarking, employee focus, zero defects, quality measurement and process improvement.
Total quality management
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Six Sigma
This takes on more disciplined, personalized approach because it uses requirement of the client so incorporating it within their organization is easier. Most organizations actively embrace it at once because of the personal approach. It base its approach on a model called performance improvement named DMAIC (define, improve, measure, control and analyze).
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E-Sourcing Capability Model

It’s a model based on best practices. Its critical success factors fall into 84 best practice categories in 6 capability region: relationship, people, knowledge, threat management and performance. The cycle is broken down into 4 parts: initiation, ongoing, delivery and completion.

 

Going Beyond Compliance

As BPO’s recognize the shift towards companies looking for quality rather than cost, they realize that quality is more important than just business compliance. It needs to be a way of life within the company. It should be a mission and not a goal. Unless there are quality measures enforced to make sure they are maintained, good performances tend to peak and then decline over the time. To make sure BPO’s not only sustained performance and continuously improve, quality should not be just complying with standards but a value built, implemented and integrated into the organization.

Nowadays, traditional landline phone customer service which businesses have may not serve your customers well –considering that we’re living in the technology era. Having customer support in the mobile or online network are some of the customer assistance services we have, which can take your entire customer service to a whole new level.

 

Increase Profit Margins with Outsourced Call Center Services

Increase Profit Margins with Outsourced Call Center Services

Whether your business is small, with less than a hundred employees, or a multinational enterprise which spans across various continents, having a dedicated team to handle customer calls is an added advantage. The benefits are even more pronounced when you hire an inbound call center to manage the important tasks.

While it’s required of your in house staff to handle incoming customer calls on top of their primary role, it is possible and it’s not a sustainable model. Your best workers could end up handling customer calls all the day and not have the energy left to do what you hired them to do.

If you are still under the impression that outsourcing an inbound call center is a luxury which is reserved for large companies having huge budgets with them then think again. Your team could be stretched too thin in handling and entertaining customer calls- a task which is actually full time task in itself. It’s likely that they won’t prioritize customer interactions as much as they do their primary jobs which also mean that these calls are not given the proper attention needed. Hiring an outsourced inbound call center can help you avoid revenue loss. In most cases, it can even help in increasing profit margins. Let’s find out how:

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  • Professional Expertise

 You benefit from the years of experience of handling various customer scenarios of your outsourced call center partner which understand your business needs. Since it’s their core expertise, they know the in’s and out of that specific industry. They’ve implemented metrics to make sure quality call handling and use latest technology available to optimize resources. A professional outsourcing company can provide guidance and give suggestions on how to run customer service sector to get the best results.

  • Increased In- house Employee Productivity

 Your in-house staff can focus on their primary roles, when you are assured that customer calls are handled by the experts. You get to make most of the talent you already have the strong point of the employees and they also have more time, energy and resources to become better at what you hired them for.

This results in increased professionalism and enhanced efficiency because the employees are not distracted by the jobs that are capably handled by outsourced partner; you reap the advantages of the unique skills they bring to the table.

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  • Improved Customer Experience

 Because outsourcing call center service companies front liners have call handling times and other quality metrics to stick to, they interact with clients in more professional manner. It’s also a job that they have been hired to do, so they strictly follow the guidelines to ensure optimum customer satisfaction.

As compared to having an in house staff who is answering calls on top of their primary roles, having a dedicated team to make sure of the customer getting best attention possible will not only satisfy customers but could even earn you lifelong product advocates.

This kind of loyalty ensures that you have a core set of people who will buy from you again and again. Not only this, they will put in a good word for you with their peers and social circle. It can act as a competitive edge within your industry.

An outsourced inbound call center has the expertise to explore opportunities as well as tools and training to optimize their time. They can help you earn more revenue for your company through up-selling and cross-selling techniques.

Front callers can give their full attention to find solution for callers by using various tools and techniques to turn things around. In short, the right outsourced inbound call center will help earning the trust and loyalty of the customers- a formula for long term business success.

 

Unique Advantages you are Entitled to when you Outsource a New Business

Unique Advantages you are Entitled to when you Outsource a New Business

Every expense must be taken seriously when your business is new and still growing, and outsourcing call center services will help you manage your budget in a better manner, allowing you to maintain an excellent customer support.

You are left with many options now a days when it comes down to call center outsourcing, and once you understands them all, you are no longer want to reserve those additional funds for extra office space, in-house managers or even maybe dishing out employee perks.

Following are some unique advantages of outsourcing call center that will provide your new business with a sense to save money and be even more competitive.

Income Expenses Files Show Budgeting And Bookkeeping

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If you are working in a metro city, extra office space will always cost you a large amount of money. Outsourcing is quite cost-effective option than maintaining a whole call center in-house. As outsourced one handles their own agents & will help you with reduction in costs incurred on staffing internal call center agents.

Overhead and infrastructure costs are also reduced because providers of outsourced call center use their own call center software, systems and servers which turn a significant cost into a variable cost, because skilled agents will be there when your company needs them.

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handled

Outsourcing with a view to handle the overflowing inquiries is a good means to improve the quality of customer service and ensuring that each customer is receiving the best possible support. You will be able to offer 24 hour service at a lower cost, through outsourcing to an external service provider for after-hours support which is a great benefit for every small business.

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If you operate with an in-house call center, then things like power outruns, bad weather, or natural disasters can affect your in-house call center’s capability to get the work done. But, if you have an outsourced call center provider, they will be able to handle calls even in such circumstances, which can really be an effective way to ensure continuity in the business.

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By outsourcing your call center tasks to efficient customer service agents, then they will be ready to take calls on short notice which will gradually improve the service quality during peak hours. It also takes you into a world of possibilities of transferring overflowing calls to your outsourced agents and, this would further help you reduce call waiting time and all the frustrations that comes along with it.

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