Written by:
John Borillo

Published by:
Magellan Solutions

magellan-tech-support-call-center-philippinesTo gain a competitive edge, most businesses are taking the help of business process outsourcing vendors. It also reduces the cost of in-house services. There are various services offered by BPO including voice and non-voice services. If you are planning to outsource these services, it is important to find proficient, trained and highly skilled call center agents that can help in your business.The Philippine BPO industry is one of the most reliable and credible ones out there and that is why most foreign companies prefer their services. The main services offered include call center services, back office services and technical support. The services offered by call centers are categorized as voice service and the non-voice service. Inbound and outbound services are included in the voice category while the non-voice is divided into three parts.

  • Chat support – This non-voice service allows live talk/chat facility in your site so that customers can obtain the information needed immediately.
  • SMS chat support – Through this support, it will be easier to reach out to the existing and targeted customers. The Philippine contact center industry ensures that using this support can increase brand reinforcement as well as the return on investment.
  • Management and e-mail support – This is a modern non-voice service that can give your business a sales turnaround by using finely designed and well-detailed email management support. It also aids in creating business graphs and crafted products emails sent to your customers.
  • Technical support services – This support service helps businesses in reducing expenses in case technical issues take place. Technical support service is available 24/7 and is accessible through email, chat and telephone. Likewise, such support service is also available in different categories as follows:

o Network/Application technical support – This technical service is designed to provide technical assistance pertaining to network and application issues. Likewise, it is also helpful when computer software and hardware problems occur.
o Pre-sales and Post-sales technical support – This technical support services also handles different technical queries regarding before and after sales of product or services.

Outsourcing the non-voice services of the Philippine contact center is a great help in improving the operational success, proper management of time and cost, skills and work control. Nevertheless, it makes sense to understand more about the customer and technical support services in order to know which one will work for your business.

To whom customers should call when they need assistance?

Hiring developers, engineers and technical support representative in your company is not enough to ensure providing 24-hour assistance to your customers. This is the reason why many organizations prefer support outsourcing including customer and technical support operations. Delivering customer support using internal resources can be stressful.

The tier system helps in maintaining customer satisfaction and providing quality service at a low cost. Tier 1 is a technical team that is responsible for gathering information from customers. This team determines if the customer needs more a knowledgeable and experienced technician. Likewise, the first tier needs to interpret the concerns or issues of customers before passing it to the next tier.

The tier 2 technical team is responsible for providing technical support to the first tier. If the technical issue has no known solution, it is directed to the third tier. This tier investigates the technical problem in order to figure out the possible cause and the possible solution to the problem. It is expensive to hire a third tier technician that is why companies sparingly have them.

Taking advantage of the benefits of technical support services. The advancement of technology has made it easier for business operations. Most businesses operate using computers and other technologies to be able to manage the whole venture in an effective and efficient manner. However, at any time, problems may occur with this equipment which makes good sense in hiring a technical team. Yet, this may add to the expenses and may not guarantee 24/7 assistance.

Fortunately, the BPO industry in the Philippines is offering technical support services that can help businesses and organizations address unexpected technical issues. The good thing about outsourcing technical support is that the company can ensure that the provider will do the job 24/7. That is why there is nothing to worry about because the business can avoid disruption of operation. Technical support services also include online technical support that can be implemented through email or chat.

Getting technical support services can be customized according to the needs of the organization or business. This means that it is important to outsource technical support that is knowledgeable about your business operations.

The cost of outsourcing technical support

If you are planning to take tech support outsourcing, it is important to know how much it would cost you. It is said that getting offshore assistance will provide quality work without paying much as compared to paying the salary to an employee. Nevertheless, it is essential to determine first if you really need to outsource. Outsourcing technical support can save money and increase monetary profits. This can be the best option that a company should consider in order to lessen the expenditures and, at the same time, survive the global economy.

Aside from the monetary benefits, outsourcing can also stabilize the company’s economical efficiency. Likewise, it also reduces the hazardous task which is consuming most of the company’s resources and time. By outsourcing non-core functions to technical support Philippines, you can ensure that in-house employees will focus on the core functions of the business and eventually make huge profits. It also eliminates the training expenses for new employees. An outsourcing company hires proficient skilled workers that can perform the tasks very well.

The cost of outsourcing does not only involve the price for the technical support services. It is because there are other factors that should be given proper attention to determine the total cost of outsourcing. Nevertheless, most clients have overlooked these factors that are also important in choosing the right vendor:

• Risk affecting the cost of outsourcing – Thinking to outsource technical support involves some risks that can affect the cost. The location is one of the risks to consider as it influences the project’s time completion.
• Type of project – The cost of outsourcing IT support jobs Philippines also depends on the type of project being outsourced. The cost can be minimized if the project has a low complexity and has clear requirements. Likewise, cost can be reduced if you will choose outsourcing firms that are not big players in the industry.

Moreover, it is also important to know the hidden costs of outsourcing. The business process outsourcing industry is continuously expanding. Choosing the right outsourcing provider is one of the hidden factors that affect the cost of outsourcing. Secondly, the time of transition can also cause the higher cost of outsourcing technical support services.

Outsourcing technical support services can elevate the growth of a business

Multinational organizations are outsourcing business processes particularly technical support. It is because this kind of BPO service can help businesses in retaining customers and, at the same time, improving the satisfaction level. If you are thinking of outsourcing technical support, you can consider Magellan Solutions This company offers technical support services in different areas including software problems, troubleshooting calls, computer hardware issues, internet service issues, cross-sell/up-sell purchases, help-desk support and warranty support.

Choose a provider in which the staff is well-trained and skilled in handling technical matters. This can be beneficial to the organization as it provides some advantages. Apparently, businesses and organizations outsourcing to technical services can expect better results. This will also save time in resolving technical issues, rather focus on the core business functions. Hiring a technical team can be expensive in the long run. However, if you will outsource technical support service, it will save you money.

Another advantage of outsourcing call center jobs is that the task is carried out 24/7/365. This means that the customers will be assisted regardless of the geographical location and time. Likewise, customers can obtain the information needed anytime of the day. More so, the service is delivered ensuring quality as it reflects on the image of the outsourcing company. It is, indeed, useful to seek technical support services because it is a strategic approach in building the credibility of a business. It will be easier to help customers with their concerns and needs.

The Philippine call center has a pool of skilled and well-trained technical support personnel and that is why foreign companies prefer outsourcing such services. Filipinos can deal with foreign clients because they can speak the English language fluently and properly. This means that it will be easier to communicate with clients and also understand their concerns. Outsourcing technical support is beneficial to the company as long as the services are done well.

Taking the services of call center Philippines makes a business competitive in the industry. It gives an edge to the business over its competitors. However, it is important to find a service provider that has good standing and credentials. Also, this is a lucrative option that a company should consider to further improve the business making it competent in the global environment.

Before deciding to outsource technical support from any outbound call center, it is important to determine if this move will do well for the business. You can start by analyzing the status of the company and see if it is viable to seek technical support services. Years have passed and technical support has influenced customer behavior and expectations. That is why every company is seeking tech support that is available in different tiers. This way the needs of the customers are addressed promptly and accurately.

Improvement of services is continuous

Indeed, outsourcing services from the call center industry would cost a big amount of money. Regardless of the service you want to outsource, you should expect to spend more. However, the money invested in outsourcing services is overrated by the benefits the BPO industry provides to companies and organizations. Starting a business nowadays is not a hard thing anymore. Even if the business owner is not knowledgeable about running a business, there are people who can do the job.

Gone are the days when companies are doing their task of looking for employees capable of doing the job. It has been several years since business process outsourcing was introduced and so the worries and tiring jobs of business executives have been alleviated. It is because the non-core functions can be outsourced to a third party provider. This will cut the cost of paying the salaries and benefits of the employees, and instead assign them to other core functions.

In outsourcing, the main goal is to save money, yet the quality of service should not be compromised. Otherwise, if the service is not satisfying, most likely it will end with a sales drop and less profit. That is why if you are outsourcing services, make sure to monitor how the service is implemented and if it provides a positive turnout for your business. Make sure that the profit gained should be greater than the money invested.

Aside from the cost of outsourcing, there are other concerns that should be given attention before deciding to obtain the services. Obviously, any business that decides to outsource services would be required to transfer confidential data to the outsourcing company. This means that if you outsource email support jobs in the Philippines, there is a possibility that data security will be compromised. There are instances in which call center agents will be enticed to obtain confidential data through fraudulent means.

Additionally, it is important to fully understand the processes of the organization as well as the cost structure. By doing this, structural risks can be prevented. The lack of control and limited transparency are other concerns that should be taken into account before outsourcing services from BPO providers. Loss of control to outsourced functions can be a substantial threat to business operations.

With outsourcing, the company should still be aware about the changes in the market in order to become responsive. Outsourcing helps in pushing the business further, but the outsourcing company should monitor the services, the investments and the profits. Likewise, it should be done strategically to ensure success.