Every business has certain risks that need to be overcome. In case, there is any laxity or indifference shown in neutralizing risks, the organization has to suffer in the longer run. When it comes to modern-day business operations, the main problem comes from compliances and data security laws. Almost every business decision has to be taken with great caution, in order to stay safe from regulatory violations. Data is the key aspect of every business interaction, and needs to be managed well. As most of the data work is allocated to back office support services, it is crucial that you perform it with due diligence. The Challenge of Data Although data holds a prominent place in an organization’s operations, it is very difficult to manage. Especially nowadays, the amount of data that a company deals with is in Terabytes, which makes the task of data management department really hard. As in-house operations are not always expert in back office work, you never always get the desired results. On the other hand, a competent back office outsourcing vendor can give you the edge by: Automating workflows Data entry and data mining can be automated with the use of right tools and talent. Years of strategic understanding and experience of handling data management projects can be invaluable. When you outsource back office services to a quality vendor, you get promising results. A back office support solutions provider knows exactly how to streamline the process, so that it operates smoothly. High-end tools and software Cutting-edge data mining and data entry tools are necessary for automating and improving the back office process. By partnering with a vendor, you get access to the best software and tools without making any direct investment of your own. Also, you get access to the talent that already has hands-on experience on the tools. Removal of liability The liability of back office work and its accuracy rests solely on the shoulder of back office partner. You can clearly define the SLA and expect the work to be done exactly as per the defined service level agreement. As the burden is taken away from you, you are able to maintain focus on your core operations. Security of data DPA and other data protection laws are very difficult to abide by unless you know their ins and outs. Any breach of these laws can result in lawsuits or fines. A veteran back office outsourcing provider knows about these laws and can help you stay away from the risks. Exploit the Advantage of Back Office with Clever Back Office OutsourcingWith the right vendor, you can increase your profit and minimize your burden. Have a look at two clever tips that can help you in vendor selection:
Look for scalability A vendor that can increase the scale of its operations at any time you want can be a great asset. Especially for a growing business operation, scalability is a huge concern. Look for a vendor in Indian subcontinent India and its neighboring countries have many back office support solutions provider with long-term experience and stable operations. Especially India has tremendous back office talent and scalable processes that can meet large data-related requirements. The fact that India offers most developed countries a huge currency exchange rate advantage makes it a prime destination for such projects. You can save a lot of money that can be later invested in your core operations for max business benefits. At Vcare, you get completely scalable back office support solutions that are run 24x7x365. We have access to quality software and solutions, and we take utmost care of our clients’ data.
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Running a call center successfully is no mean feat. There are many dynamics that need to be managed carefully, which can leave you exhausted and with very little energy for main product/service. So, why not outsource call center services and maintain your focus on core process services. In case, you are hesitant about outsourcing, then have a look at some amazing secret benefits of call center outsourcing companies that will surely change your mind. The Hidden Call Center Benefits Unleashed Call centers are known to provide great cost savings and at the same time access to skills and resources. But there are certain hidden benefits as well. If you think conventional benefits of call center business outsourcing are not useful for you, then may be the following advantages will change your mind:
Explore a new market and build new contacts Call center outsourcing to a company located faraway might seem like a difficult decision. But it can offer your company an advantage like no other. As you visit the vendor’s location, you get to meet new people, familiarize yourself with a new culture and most importantly access to a whole new market. As you develop new contacts, you get new avenues to sell your product or service. Partnership with experienced call center outsourcing companies can be more beneficial when it comes to building new contacts in an unexplored region. Sharing of burden and blame The call center operations of today are more intricate than ever. Due to a myriad of compliances and regulations, you might find yourself backed against a corner. And any mistake from your side can be critical for your business. But when you outsource call center services, you get to share the burden of work with someone who is already proficient in this field. You can also envisage SLAs that free yourself of the blame if things go wrong. By laying down the SLAs, you can make the vendor the owner of certain aspects of your call center operations e.g. if the call abandonment rate is set at a particular value, then your vendor has to oblige. If it deters or does not deliver as per the agreement, the blame will be his. Opportunity to exploit currency exchange rate Offshore outsourcing can become the magic wand for a business, turning its fortunes completely. A company in the developing country can offer a company in the developed world immense cost benefits. Especially if you outsource to countries like India that have excellent call center infrastructure and good English speakers, you can keep up the quality of operation high and still benefit greatly. For example, a company in the US can cut down the cost of call center operation by 2-4 times easily, if it decides to outsource call center services to India. Scalability benefits When a company outsources call center, it does not foresee the future impact of this venture. Due to shortsightedness, many companies end up with call center business outsourcing partners with limited workforce. So, when their business grows and they need more employees to handle the phone stations, they simply do not get the desired workforce. The result is substandard call center operations and higher rate of call drops. But with scalable call center outsourcing companies like Vcare, you can scale the level of operation exactly as per your choice and needs. More importantly, you get access to talented workforce, which enables you to keep up the level of service high all the time. Vcare is a prominent call center outsourcing company with decades of experience in the call center industry. It has experienced managers, agents and QAs who have already delivered many successful projects in the past. Modern-day businesses are feeling the intense heat of competition. They are more involved in their core processes than ever before. The additional burden of managing emails can put more stress on their minds, and hence, email outsourcing becomes a much better option. Below are some advantages of email outsourcing: Read More: https://www.vcarecorporation.com/blog/email-support-center Email Response Management System (ERMS) is an integral component of email support services offered by organizations. It has a direct impact on the way emails are stored, responded to, managed and archived. Without ERMS, it will be very hard to sustain an email support center of any scale. The best way to access a quality ERMS is via email support outsourcing to a well-established vendor Why Choose Email Support Outsourcing? An email support center needs to be managed very carefully if you want to reap the desired results. While getting access to a quality ERMS is an important reason to switch to email outsourcing, there are other reasons as well:
The Best Features of ERMS to Leverage Email Customer Care and Tech SupportAn email support department, be it for customer care or tech support, can work wonderfully well if you have an ERMS with the following features:
With the right ERMS at its disposal, an email support outsourcing company can become a worthy ally. Also, focus on the quality of managers, trainers, QAs and agents working in the email support center that you will be outsourcing to. With the right human and software resources, you can empower your customer care via email and impress your customers/clients. At Vcare, we have in-house software development capabilities and run a well-accomplished email outsourcing process. We are also proficient in inbound calling, outbound calling and back office support services. To ensure that you can reach us at just about any time, we operate 24x7x365. Although outsourcing has become the success mantra of countless organizations, it is still not well-received by many entrepreneurs. There are many business owners who are still circumspect about its various facets. Data integrity and security remain the primary concerns of management, which is why; they often shy away from outsourcing their business. Why Domestic Customer Support Outsourcing Is Better?Domestic customer support outsourcing to a seasoned veteran like Vcare can allay the fears of business owners because of the following reasons:
Easy to get in touch Domestic customer service outsourcing means that your vendor is located in your country. Therefore, it becomes much easier to get in touch with them personally whenever there is a need. Unlike offshore outsourcing where you have to travel zillions of miles to reach out to your vendor, outsourced customer care operator can be reached relatively easily. Cultural similarities Domestic customer service outsourcing allows you to benefit from cultural similarities in more ways than one. The agents who handle your call center operations are familiar to the lingo, colloquial terms and accents of the customers calling in. Also, they understand the habits, behavior and nature of callers, which allows them to serve them a lot better. For example, an agent who is aware of the significance of a festival will be able to understand a customer’s urgency related to a gift delivery on/before the date of the festival. Easier to scale with the right talent The number of calls received by a call center may increase at any time. To handle the increased burden, it will be required to increase the number of call-handling representatives. But, finding quality agents and training them in the technicalities of the process along with required voice & accent can be extremely challenging. In such cases, a domestic customer service outsourcing vendor is a much better option as it has access to a hiring pool with readymade qualities like appropriate cultural knowledge and command over the required voice and accent. Improved safety and security of data Data shared by customers is one of the most precious commodities, which puts a huge responsibility on the shoulders of the company handling the call center work. A customer support outsourcing vendor based in the same country will definitely put more effort into safeguarding the data then someone who is based in a different country. Better bonds and long-term relationship It is easier to build better bonds with outsourced customer care vendor in the same country then someone who is not from the region. Better bonds mean long-term relationships, which provide more comfort to the outsourcer. Also, over a long-term, the quality of customer service improves with experience. When you outsource out of the country and change the vendors often, you are unable to bring in the much needed stability that is vital for the growth of your call center operation. When it comes to outsourcing, outsource customer service provider NJ like Vcare can be a worthy partner for a company based in the US. At Vcare, we put special emphasis on SLAs and always deliver quality work to our clients. Our agents are well-equipped to handle American customers and strive to achieve the highest level of customer satisfaction. Related Post:
Although, above mentioned tips apply to executives who offer email support outsourcing services, there are certain other things they should keep in their mind during interaction with rude customers. Below are some specifics tips for them:
Tips to Keep You Calm When Dealing with a Rude CustomerAttending to rude customers is part and parcel of customer support. How well a customer care representative handles a rude customer determines how good he or she is at their job. Customer care representatives are the face of any business. In most cases, they are not responsible for the bitterness in the demeanor of a customer, which makes it all the more challenging to stay calm. To take ownership on behalf of the company, accept blame for any problem, and find a way to manage the call and afterwards guide it towards a resolution requires a specific skillset. This is the reason why most organizations employ customer care outsourcing services to render their customer services.
As mentioned before, keeping calm when a customer is rude or irate is tough. However, if you are in the profession of customer support, you should be able to overcome this hurdle. Below are some tips that can help you stay composed while interacting with rude customers. These tips also apply to email & chat support representatives:
Your question seems to suggest that you run a back office process and want to find companies that can offload their work to you. In this case, I would suggest that you build a killer website. If you have confidence in your capabilities and portray your website appropriately, you will get the clients that you deserve. Also, it is imperative that you put all the good experiences of your past clients under the ‘Case Study’ section, so they know exactly how good you are at what you do. But, all this can only work if you can offer real value to your clients. To ensure a good response from potential clients, it is best to learn from successful back office outsourcing services providers. Have a look at some of the key characteristics of successful vendors that you should follow:
Read More: https://www.quora.com/Where-can-I-find-companies-outsourcing-back-office-processes-to-BPOs/answer/Vcare-Corporation?prompt_topic_bio=1 Finding the right outsourcing partner for your business can be a difficult task if you do not know about the essential requirements. Below are the things that you should look for in your call center partner:
Finding a call center that is right for you is not an easy task. Especially in today’s business environment where every mistake of agents is highlighted and customers are more finicky than ever before. You should always be thorough while looking for a new call center and choose a provider that thinks innovatively and has cutting-edge call center solutions to meet the emerging requirements of your business. Database management is quite a vast field and there are many dynamics that need to be considered while performing it. Although you can run an in-house department successfully by following the best practices and keeping yourself up to date with the current trends, it would be an extremely straining task that will impact your performance of core business activities. Back office outsourcing services provide an easy route to achieve success in customer database management.
Outsource back office work to a capable database management services provider like Vcare to ensure the best results. We provide completely dependable services and use the best encryption to safeguard your data against hackers’ threats. Read More: https://customer-database-management.blogspot.com/2019/07/customer-database-management.html Although Artificial Intelligence (AI) is still in an evolutionary stage, its benefits for businesses have remained clear for everyone to see. NLP (Natural Language Processing) and Machine Learning have emerged as two of its most popular capabilities that are on the verge of shaping the way this world operates. Alexa, Siri and Cortana are ruling the world of smart devices and are capable of responding to a myriad of human queries. So, looking at the power of AI in molding human experience and making it better, it won’t be a bad idea to partner with call center outsourcing vendors that make use of this innovative technology. The Role of Big Data and CRMAI is growing fast but the pace of its growth is nowhere close to what it should be. According to a survey, it was found that only half percent of the data generated by businesses is truly utilized for their benefits. This stat is bewildering considering the immediate benefits AI can offer to a business. There could be a number of reasons why businesses across the globe are not able to utilize AI to its maximum potential. It could be time constraints, restricted finance or a general lack of awareness that might be stopping business owners to exploit big data to its maximum. However, call center businesses, which have a massive data store in the form of a CRM (customer relationship management) tool, should have no problem in putting the data generated through day-to-day interactions to good use. In case, you are unable to procure such a CRM due to any reason, it is a much better option to invest in customer support outsourcing companies that have AI-powered CRM at the heart of their operations. Outsource Your Call Center for 3 AI BenefitsAlthough there is no end to the benefits offered by AI, it has three clear customer outsourcing advantages for businesses across the globe: Read More: https://cal-centers-outsourcing-located-usa.blogspot.com/2019/05/customer-support-outsourcing.html
Every businessman wants to develop his business and take it to the next level. However, when a business flourishes and the customer base grows, the responsibilities of a business owner also grow simultaneously. Not only he has to keep on spreading his business, he also has to address the inevitable flood of customer enquiries. Doing both tasks at the same time can be quite troublesome for any entrepreneur. Hence, it is a good business decision to invest in call center outsourcing services. Channels of Customer EnquiryPeople have different preferences when it comes to making enquiries. Some people prefer to use indirect enquiry systems like email support and others prefer to make enquiries directly through a phone call. The bigger the business, the more customer enquiry channels it should have for addressing the queries and requests of its large customer base. Some popular channels preferred by customers for making enquiries are listed below:
Call Center Outsourcing Companies to the Rescue Considering the challenges faced by a developing business, it is a whole lot better to scrap the plan of in-house inquiry handling and instead use services provided by call center outsourcing companies. The many advantages a call center outsourcing venture provides with respect to enquiry handling are listed below:
Scaling – As you pay call center outsourcing companies on per contact or per hour basis, you hardly run the risk of wasting precious resources. Unlike, in an in-house operation where your resources can be wasted due to surplus hiring, you can scale call center outsourcing services up or down as per your requirement. Read More: Access to a variety of call center services On an average, companies across the globe have 4 board meetings every year. These meetings are held to devise new business strategies for a number of reasons. One of the major motives for conducting such meetings is to come up with plans that can be implemented to garner customer interest in product or services offered by the company. However, all the strategies formulated in these board meetings will amount to nothing if the enterprise is unable to keep its customers happy with its call center services. The Eternal Conundrum: Product vs. CustomersIn most board meetings that are held in companies, stakeholders are often arguing about which one to prioritize – customers or product. Not so long ago, when the competition was not as rampant as it is today, the decision was quite simple. Board members, more often than not, settled on product as they thought product improvement was the only way to improve their business prospects. But now, with globalization and rapid increase in competition between companies, the focus of board members has shifted from product to call center services. The decision makers realize that there customers will leave them and move over to a new supplier if they do not address their every issues on time. Call Center Outsourcing Services: The Best Way to Address Customer QueriesAs customer services become more important than ever before, businesses are trying to improve their call center services to achieve maximum customer satisfaction. However, customer services are not something that anyone can run with due diligence. There is certain skill and sensitivity required to carry out these operations, which are not found in everyone. This is the major reason why most in-house call center operations either end up costing too much or result in failure. Hence, it is a much better option to resort to call center outsourcing. But before customer service outsourcing, you should look for the following attributes in your call center partner:
Read More: Call Center Services's Advantage For a long time, outsourcing has been considered as a way to cut cost in non-core processes. It has been seen that many businesses take the plunge just because they deem outsourcing to be a cost-cutting proposition. However, outsourcing for the sake of economic benefits only is not the right approach. There are many other advantages of call center outsourcing that should be considered before choosing an outsourcing vendor. Opportunities Offered by Call Center Outsourcing ServicesMany companies outsource just for the sake of monetary benefits but they later realize its other benefits. However, there are many other companies out there that have certain requirements but they never outsource as they are unaware of the many advantages that call center outsourcing services can offer to them. Some of the advantages apart from cost are listed below:
Skype, Netflix and other platforms that piggyback on the services offered by a telecom services provider to deliver pricey telecom offerings (like call, messaging and IPTV) at relatively cheaper prices have become a major headache for businesses. As OTT (Over the top) platforms eat into the revenue generated by telcos, a desire to offset this loss has gripped the entire telecom industry. Most telecom operators are confused and do not know how to make up for the lost ground. Some are resorting to MVNO partnerships; others are looking to improve their network infrastructure and many are associating with OTT services providers to bite into their slice of profit. But, many services provider are getting into these ventures without employing top telecom billing systems, which is leading them into more trouble than before. The Problems with an Obsolete Telecom Billing Management System Telecom companies that are trying to fight their way out of this tough situation by launching innovative and attractive packages but do not have the right telecommunications billing software are committing a big mistake. The traditional IN system or legacy software that were pretty useful in the days of voice calls and SMS, simply do not cut it anymore. While a company can still alter their present (older) telecom billing management system and launch newer services, it requires a lot of effort. And, when it comes to launching new plans on the fly, the task is nearly impossible. A much better option is to employ a modern convergent billing system with OCS (Online Charging System) at its heart.
Network infrastructure plays an important role in the success of call center services. Without a good network provider, it becomes hard for a call center to carry out its day-to-day services consistently. Amongst the many network infrastructure providers in the world, Cisco is recognized for the pioneering role it has played in shaping the fortunes of call centers across the globe. Not only does it offer network and communication devices like VoIP phones; it also provides state-of-the-art call center software solutions that can be used for intelligent routing, multichannel contact management along with network-to-desktop computer telephony. Why Choose Cisco Based Call Centers? |
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March 2019
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