There are more than forty BPO companies that have already built a name in the field. Entry to these is well-sought by a lot of people looking for jobs.
According to the State of Global Customer Service Report by Microsoft, 61% of consumers have stopped transacting with a business after experiencing poor customer service.
Your business might not have the capacity to handle all inbound and outbound calls. As a result, you may want to consider outsourcing.
This list can help you get to know each BPO company profile and background. It will also guide you on how to global BPO market.
As a call center support provider, we are an extension of your business. We help in creating a promising and better brand image for you with our top-notch services.
Our 24/7 call center support services allow businesses to connect with clients at any time. No weekend or holiday is going to be empty for your business.
This further creates a good impression with the availability to customers.
We have a team of trained call center support. They result in a high level of customer satisfaction.
We are able to cater to clients around the globe through our multilingual support team. As a result, this makes your customer base wider.
We created a special feature that helps businesses get value-for-money services.
Putting together the proper call center crew is only the beginning. To be successful, you must manage it. Call center outsourcing becomes decisive in this situation, shortening your learning curve and saving you time and money by eliminating costly in-house trial and error processes.
Give yourself enough time to create crystal-clear job descriptions. Employees who have well-defined job functions are more likely to understand their responsibilities and be held accountable. As a result, there is a more harmonious management-employee relationship with less stress and conflict.
People planning is also improved by clearly defined team roles. You can view the various components that make up the call center as a whole. As a result, you can more accurately manage headcount, build a succession path, and forecast new positions for future expansion. Furthermore, well defined team roles make performance management more transparent. Because KPIs are measurable, distinguishing achievers from underperformers is simple.
Clear job descriptions can also serve as a sort of legal protection, as a record that verifies regulatory compliance.
It’s probably best to assemble a group of specialists if you notice a pattern of recurring tickets that require escalation. This group can be divided into subgroups based on product, technical, or field expertise, as well as experience. Specialists can confidently handle more difficult tickets, relieving your executives of the burden of micro-managing calls.
There is no hard and fast rule for the ideal ratio of experts to generalists. It all depends on the types of questions you typically receive, the frontline team’s knowledge bank, and your industry. Naturally, a software company will have more experts than, say, a clothing company.
You must accept that even your finest agent is only human and will occasionally have a poor day. When you install a quality assurance system, you’re institutionalizing quality rather than relying on a person’s abilities. This adds another layer of assurance that quality will not be harmed due to employee absences or turnover.
A fully functional QA process also assists you in identifying and addressing gaps in your workflows before they become full-fledged crises. It also aids in the development of training materials and keeps clients pleased, allowing your business to grow steadily.
Among the industries in the Philippines, call centers usually have mass hirings to cater to the peak season. The majority of the employed talent during this time are contractual agents.
The BPO industry plays a vital role in the emerging economy in the Philippines.
BPO in the Philippines accounts for 10 to 15 percent of the global BPO market. Contributing over 11% to the GDP, it is the single largest sector that employs over 1.2 million people. It has spread across the country to over 700 outsourcing companies as India has outsourced at least 70% of its market to the Philippines in 2014. The Philippines has also ranked among the top five outsourcing destinations in the world.
Magellan Solutions provide inbound, outbound, and back-office work for our clients. Our focus has always been on small to medium-sized enterprises and long-term partners.
We have been awarded the ISO/IEC 27001:2013.
This certification enables organizations to identify, prevent, and defend potential security vulnerabilities. ISO/IEC 27001:2013 Certification further showcases our strategy. We make sure that our services follow the highest international and regional standards.
“The ISO 27001 Certification completes our vision for Magellan Solutions Outsourcing as a call center and BPO provider” – Fred Chua, Magellan Solutions CEO
Contact us today for a free 60-min consultation.
Contact us today for more information.
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