What can SMEs learn from Big Companies in Outsourcing Telemarketing Philippines?

Blog banner for What can SMEs learn from Big Companies in Outsourcing Telemarketing Philippines? by Magellan SolutionsTelemarketing Philippines is both simple and complicated for SMEs, so why not look at the strategies big companies do?

In all fairness, SMEs and big enterprises are very different in economics, structure and model. Though that does not mean that they are totally the antithesis of each other.

The truth is SMEs can learn a lot by looking at the various strategies rich businesses use and implement. Yes, not all of it is applicable to them, but some of them are. 

So in this article we will look at strategies big brands use to utilize the full potential of outsourcing telemarketing services in the philippines.

 

5 Things Startups and Small Businesses Can Learn from Big Brands

Startup cultures are known for their ambition and drive. 

Employees are impressively passionate and have tireless work ethics that are acknowledged and frequently help move the firm forward toward profitability and success.

But all small companies need some form of help to expand and grow. That is where  outbound telemarketing services Philippines come in. 

Telemarketing companies Philippines provide support to SMEs that need manpower and technology to meet their customers’ demand. Even more so, they are affordable and easy to set up.

Big brands also love to outsource their non-core functions to Telemarketing call center Philippines for the same reason. To them, offshoring is a strategy that can optimize efficiency and productivity. That is why more than 60% of big companies are keen to hire telemarketer Philippines

Huge corporations and SMEs can both get telemarketing Philippines outbound services. But big brands are more methodical and wise in partnering with a telesales company Philippines.

So what are the strategies big companies do to fully capitalize their outsourcing partner? Here are some of them:

  1. They focus on employee skills

It’s critical for a small business to focus on getting highly skilled filipino telemarketers early on in the partnership because it is an investment in the greater sense of things.

University of Colorado highlights the 10 essential skills every employees should have:

  • Excellent communication (listening, writing and speaking) skills
  • Problem solving
  • Teamwork
  • Initiative
  • Thoughtful Analysis
  • Professionalism
  • Leadership
  • Detail oriented
  • Proficient with basic computer skills and learn new technical tools
  • Flexible

Philippines outbound call center is in charge of much more than just problem solving. These organizations act as the remote faces of the companies they represent. They engage in one-on-one personal interactions with clients and that matters a lot.

That is why big companies focus on the quality of skills and training because BPOs represent their brand.

A customer’s perception of the company could be irreparably damaged if a call center representative gives them a negative impression of the brand or proves incapable of assisting them.

 

  1. They set smart KPIs

If you are a small business with very specific objectives, you need to figure out how to track your progress toward achieving them. 

Looking at how your call center outsourcing Philippines function and things like revenue and profit on the balance sheet or in your accounting software can only take you so far. You should continually seek more tangible ways to measure progress.

Big brands adapt different KPIs (or Key Performance Indicators) to help them make decisions, set strategic objectives, and evaluate business processes in real-time.

In outsourcing, KPIs determine your success with vendors. Here are some indicators companies use:

  • First Call Resolution
  • Average Handle Time
  • Customer Satisfaction
  • Agent Turnover Rate
  • Net Promoter Score
  • Average Time in Queue

Always keep in mind that the best types of measurement are SMART (Specific, Measurable, Achievable, Relevant and Time Bound). 

SMART KPI’s provide clarity in terms of performance expectations and progress. Ultimately, they enable your employees to be successful and your business to flourish.

 

  1. Know what you need

There are a plethora of call centre services Philippines out there, so you really need to be specific on what you need.

Every penny counts for any business structure. Big companies study their spending before they make decisions, that is why SMEs should pay a little attention to their cash flow as well.

Like big brands, assess what stage you are right now in the market. Are you looking to spread awareness about your company? Or do you want to convert as many sales as you can? 

Telemarketing can be broken into many parts, depending on your needs.

Telemarketing can:

Big companies have strong brand personalities that people can identify with. They know who they are and they know who they want to target—small businesses need to aim to achieve the same.

 

  1. Don’t disregard technology

While many startups and small businesses are operating on a shoestring budget, it’s critical to invest in technology that can help streamline processes and allow businesses to scale more easily.

Outsourcing efficiently requires the best technology.

While small businesses may be tempted to hire a BPO company with very few technological resources as possible in order to keep costs low, this is not entirely preferable. 

SMEs should take note how big companies tackle this — they study their direction.

SMEs should base their decisions on where their company is headed in the future so that they can have the technology that will be able to help them. 

Businesses can avoid having to spend the extra cash just to switch and replace all of the established systems down the road if they plan ahead of time.

 

  1. Prioritize customer experience

Understanding who your customers are is critical to being a successful business, no matter what your size.

In an article by Harvard Business Review, they stressed the importance of net-promoter score. They even call it the one number companies need to grow. 

Net Promoter Score is a KPI that measures both customer satisfaction and loyalty. 

Successful (and big) companies know this that is why their NPS is sky high:

  • Netflix’s NPS is 68, well above their competition;
  • Starbucks’ NPS is a decent 77;
  • Amazon’s NPS is a pretty high one at 62;
  • Airbnb’s NPS is quite strong at 74;
  • Tesla’s NPS is an astounding 96.

But that score is not solely because of their effort, it is because they partnered with an effective call center provider.

So what is the lesson here for SMEs?

Simple, focus on customer experience.

Customer’s experience (or CX) is when a prospect contacts a company’s call center.

Although it is often disregarded in the telemarketing world, it can be the differentiator between continued business and deciding to switch to a competitor.

A positive experience can lead to a purchase and brand loyalty— as a recent Forbes article highlights that customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Huge corporations focus on CX above anything else. That is why SMEs should too in order to expand and grow.

Don’t be shy, go ahead and ask your BPO provider to help you create a seamless customer experience.

 

Partner with the Top Contact Center Services Philippines

Magellan Solutions is a BPO company based in the Philippines that focuses on supporting small to midsize businesses. 

With over 18 years of industry experience, we offer high-quality customer service support and call center services. On top of that, we are a certified ISO 27001:2013 and HIPAA-compliant company.

At Magellan Solutions, we combine technology such as ACD, CRM, and IVR with agent skills. We make sure that they have all the necessary tools, equipment, and knowledge to serve customers. 

We also are the leading lead generation Philippines among all B2C and B2B lead generation companies in Philippines.

We believe that progress shouldn’t break your bank, so our services remain flexible and competitive.

Contact us now, and we will discuss with you how we can help your business succeed. Complete the contact form below and talk to us for free!

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