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What Matters In Customer Support Outsourcing Philippines?
When it comes to customer support outsourcing, the Philippines is the undeniable choice for a lot of businesses worldwide. Proof of that is the country remains the world’s call center capital.
For instance, many businesses outsource customer service to a BPO company in this country. This is because its benefits are competitive at an affordable price for most business owners.
However, the Philippine BPO industry has gradually veered from offering voice-based services alone. Its BPO industry remains highly competitive due to continuous upskilling and focus on high-level services such as LPO, KPO, HRO, and other management services.
Factors To Consider If You Want To Outsource Customer Contact Services In PH
Cost-cutting is often the main reason many businesses outsource their customer service. Aside from that, a reliable call center provider can help your business save time and free up in-house staff to focus on their task, which you are paying them for.
Here are the things you should consider when choosing to outsource in the Philippines:
1. Outsourcing requires commitment
This is to assume that you are in for the long haul and, thus, do your due diligence to achieve that. This means it has to be clear that you can’t get the benefits without putting in the right amount of effort.
In addition, if you are only looking for lower costs, you may end up with poor services, eventually damaging your business.
2. Have a lot of options
There are a lot of call center providers in the Philippines. This means some are excellent at handling high-volume calls, some are good at repetitive conversations, some are good at flexible customer support, and others focus on complex or highly technical situations.
Furthermore, it would be best to consider the company culture, ease of training, staff turnover rate, language needs, and minimum volume.
3. Focus on quality and training
You know your customers way better than any other outsourcing provider. That is why it is best to commit to working with your provider to ensure their staff is up-to-date to the quality you require of your in-house staff.
You must train them to ensure they can offer your customers top-quality assistance.
4. Upfront, colossal cost saving is a trap
Outsourcing customer support services from the Philippines is more affordable than in-house or inshore. However, this does not mean you’ll get it upfront. Like any other thing, it requires maturity for your business to feel the cost-saving you desire.
Also, this kind of support partnership capitalizes on adding flexibility while maintaining the quality of your customer support rather than driving down the expenses.
5. Legal and security issues matter
Customer support involves allowing your outsourcing provider to access your sensitive customer data. You must first check your legal obligations and thoroughly review your internal security.
You may set the necessary level of access to your provider and get your legal team to review the situation before entering any contracts. The good rule of thumb is to look for a BPO company in the Philippines that is ISO certified, HIPAA, and GDPR compliant, among other international standards.
6. Review and invest in your internal tools and systems
Many BPO companies in the Philippines use top-of-the-line tools, software, and techniques to ensure streamlined services. Depending on your service level agreements, this should create synergy with your internal systems.
However, auditing the in-house team’s tools before allowing your third-party provider to access them is best.
7. Train the outsourced team to sound the way you do
Your customers can detect the way you talk to them in various channels. Whether in messages, phone calls, emails, or through your marketing efforts. Your outsourced team must convey the same brand talk, voice, and tone.
This means you must be clear on your training, provide ample examples, and prepare the necessary information for your provider to understand your approach truly. This will ensure effective communication with your customers.
8. Aim for a partnership
Successful outsourcing involves partnerships nurtured through ongoing and effective two-way communication. This means you have to talk it out with your provider on what’s working well, where there is a need for new training, and what support agents learn that is also useful for your in-house team,
This means you have to treat the outsourced team as an extension of your internal team. Which creates more value in your investment and will help you detect possible issues early on in the partnership.
Magellan Solutions Is Your BPO Provider For Customer Care Outsourcing Services for SMEs
We have 18 years in the BPO industry, wherein we get the opportunity to provide excellent call center services for various businesses in diverse industries worldwide.
As a BPO company specializing in its services for startups and SMEs, we strive to create and provide custom solutions for your business.
Magellan Solutions is an ISO 27001-certified, GDPR and HIPAA-compliant outsourcing provider. We pledge to assure you that we only implement and follow the best security protocols when protecting your data.
Contact us today and let our Business Success Managers create the best service packages to suit your needs. Fill out the form below!
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