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The terms BPO and call center are used interchangeably most of the time but there is a difference. A BPO Company performs back-office tasks of any business like customer support or accounting functions. Meanwhile, a call center company handles just telephone calls.
Here at Magellan Solutions, we are not just a call center. We are one of the top BPO companies in the Philippines. We can handle all back office services you want to outsource. We can also build a team that would receive your calls. All this we can offer 24/7. But due to COVID-19, there was an immediate change in our office environment. But we assure you that this will not affect the quality of our services.
Currently, there is a 50-50 ratio of on-site and work from home set-up. Work from home employees have accommodations that are on par with the office station.
There are those who do not have the initial necessities for a work-from-home setup. Thus the company will be taking full responsibility to cater to their essentials.
Companies allow their agents to lease work apparatus.
In line with this, clients can rest assured that they are not charged for any extra fees.
Phone-based representatives in charge of telemarketing, raising brand recognition, and selling goods to prospective clients are known as telemarketers. A result of the COVID-19 pandemic, the majority of people are staying at home, which is an excellent opportunity for you to reach out and inform them about your company’s products and services.
The process of leasing competent resources from third-party providers is known as outsourcing. There are numerous advantages to outsourcing, including a reduction of 70% in overhead costs, the elimination of concerns regarding employees’ equipment, internet, benefits, and other benefits, as well as improved job allocation.
Outsourcing your telemarketing staff allows you to save money while maintaining the high quality of your distant teams’ work and their output. In top outsourcing destinations such as the Philippines, call center staff are held to an extremely high level – the country isn’t known as the “Call Center Capital of the World” for nothing.
The issue, on the other hand, is determining whether or not these company suppliers are a good fit for you. The prospect of selecting from among more than 700 alternatives can be intimidating, so here’s a guide to remind you of the characteristics to look for when outsourcing your telemarketing team to a call center.
Telemarketing is frequently utilized to develop positive relationships with customers and generate prospects.
This sort of marketing is carried out through phone calls in order to increase the number of sales. It was founded by a group of housewives who realized they could make a nice living by staying at home. Later, training was provided to enable this type of marketing to be expanded.
It is frequently confused with telemarketing, despite the fact that while both terms seem similar, they are completely distinct. Unlike telemarketing, where telesales representatives close sales over the phone without the need for a meeting or appointment, telemarketing representatives must finalize arrangements with potential clients.
Businesses these days make use of every available platform to sell their firm, products, and services to potential customers. They employ a variety of strategies to increase sales and expand their business, including telemarketing, email marketing, ads, and a variety of other methods. Out of all of these methods, telemarketing is the one that is most frequently employed.
Each of the strategies listed above has its own set of advantages and disadvantages. Because of the numerous advantages that telemarketing provides, it is a significant method of growing sales for a firm. It responds to consumers immediately and does not make them wait for responses. Because of the way we listen to people over the phone, we can make educated guesses about their mood and level of interest.
Although social media and email marketing are more recent methods, they do not provide immediate responses. It is possible that a corporation left multiple messages over the course of a week and that the potential consumer did not notice any of them at all.
Telemarketing calls are typically seen as cold calls, and the telemarketing operator may encounter a number of rejections; nonetheless, they are still more comfortable and relaxed than any other method of telemarketing communication. When it comes to telemarketing, a great deal depends on how well the telemarketer contacts clients and develops their interest in the company.
A firm can directly communicate with its current and potential customers through the use of telemarketing. This is very important during the pandemic. It creates a level playing field for businesses of all sizes to compete. Particularly true today that small businesses may already transform their existing phones into a formidable business dialing system by renting a vanity number from reputable platforms, which can be found on the internet.
While it is true that consumers may now acquire all of the answers to whatever questions they may have about a company’s product or service through instant messaging and email, the majority of people still prefer to obtain the information that they require through talks on the phone. This is due to the fact that phone conversations allow people to request a more in-depth explanation of something if they require it.
Telemarketing can also be a useful method for determining the performance of a company’s marketing or sales campaigns, if done correctly. This is due to the fact that telemarketers can call clients directly in order to collect feedback.. It enables a marketing team to assess customer satisfaction or discontent levels, which they can then use to better future campaigns and campaigns in general.
Yes, you may utilize email surveys and other digital platforms to collect campaign data, and you should. Although helpful in some cases, similar tactics may not be effective in all situations, particularly if you are targeting an older, non-techie audience. It’s possible that they don’t even check their email!
While some might argue that many clients are likely to hang up on telemarketers, the truth is that this would not be the case if your reps were properly trained in telemarketing. For example, by understanding the precise set of criteria that clients have, telemarketers can conduct a customer satisfaction survey in a style or way that will be appealing to those customers who are participating.
Our outbound telemarketing service bridges the gap between you and your target markets. Small enterprises use this traditional way to grow their business. This direct interaction has proven effective. It allows telemarketers to ask questions. They also gather feedback. Lastly, they address any problems that may arise.
We have gathered top techniques from our 18 years of outbound calling experience that will guarantee in converting leads into sales:
This approach makes use of limited-time offers. Prospects feel like they’re getting the most value for their money. But you will need proper timing for this. You need to calculate first the best possible adjustments to make a profit. Discounts might end up damaging instead of making the prospect buy from you.
This is more of positive scripting. The salesperson presumes that the customer wants to purchase a product. This is a little risky as a customer may firmly reject the product. This is a 50/50 chance that the call would turn into a successful sale.
This focuses on getting the trust of a prospect before anything else. The agent would first identify the needs of the prospect before they give the offer. The most needed skills are attentive listening and proper questions from the agent. As a result, it gives you the upper hand in discussing how your solution can benefit the consumer. We don’t want prospects to feel interrogated. Thus we assure our sales professional is good at throwing appropriate questions. As a result, they build credibility for your company.
The low operating cost in offshoring to countries does not equal low-quality workers. We always consider the experience of the agent. In line with this, we look into the agreement on the salary budget of the client.
There are other Southeast Asian countries that offer cost-saving services. But most American companies still prefer the Philippines. This is because of the high mastery of the English language and exposure to Western culture. India also offers cheaper services. But the downside is having heavy accents and idioms that confuse American customers. This is true for both voice and non-voice services.
The Philippines have a skilled workforce and lower call center pricing. It’s the main reason why it would be better if you outsource here. It’s that simple.
We entrepreneurs talk about outbound telemarketing, the first thing that comes into their mind are extrinsic values. Tangible items, such as infrastructure and labor cost.
However, there are a lot of things you should know about savings before getting an outsourced telemarketing services provider.
In this article, we will discuss why telemarketing call center intrinsic value is as or more important as its extrinsic value.
When we say intrinsic and extrinsic we are referring to tangible and intangible things that affect business decisions.
Extrinsic refers to all external factors such as money, equipment and infrastructure. In a nutshell these are tangible things. Intrinsic value, on the other hand, refers to internal factors such as performance, behavior, and purpose.
In choosing a telemarketing outsourcing services provider it is important to get the best price out of the plethora of telemarketing firms. In order to do that, businesses takes into careful consideration and examination of these components:
Whichever company that can provide the best offer will, most likely, be the number one option for SMEs.
Though, if we look closely, not everything is all about tangible things. Intrinsic attributes of the company matter as well. These are:
Intrinsic values come in the form of KPIs and performance benchmarks. Meaning, a telemarketing services provider that performs well can help you save more.
However, these are factors that businesses often disregard, but in hindsight, they are crucial to achieve success.
Additionally, they dictate how much money you can actually save by getting a BPO partner.
Want to know what I mean?
It turns out, you are saving more money than you realized.
We have broken down below the internal factors that can help you save precious resources:
|Factors (KPIs)||What||Amount You Saved/Lost|
|Average Handle Time (AHT)||This is the elapsed time between when an agent answers a call and when the agent disconnects with them.||The average cost per outbound telemarketing call in the Philippines is $6/hour, and the average call per agent is around 70.
Meaning, with a good AHT you can take in 10 or more calls. Giving you a savings of $13-14 per agent.
|First Call Resolution (FCR)||FCR is the percentage of calls where the agent completely addresses the caller’s needs without transferring, escalating, or returning the call.
From the word itself, it means resolving an issue on first contact.
|A telemarketing outsourcing company with good FCR helps save time.
In the business world time means money.
If the average handle time for a customer is 15 minutes on the first call, and 10 on the second, a repeat call rate of 10% would mean over an hour and a half of extra time and labor used per 100 calls.
This translates into 6 less customers being handled per 100 actual customer service calls.
|Customer Satisfaction (CSat)||Customer satisfaction scores are typically calculated by conducting customer surveys and obtaining quality assurance measurements at call centers.
Basically, it describes how good a company is in serving their customers.
|Did you know, acquiring a new customer can cost five times more than retaining one.
If you are earning $2,000/annually per customer, if it costs $500 to get them, and if customers have a 10 years lifespan; a poor service can ultimately cost you $19,500 (2000*10-500).
Simply speaking, you can lose up to 95% of potential earnings per customer.
|Agent Turnover Rate||Agent Turnover Rate refers to employees that resigned or those who opted to work for other businesses.||Unfortunately, it’s very difficult to pinpoint a precise cost for hiring a new employee.
However, in a study by the National Association of Colleges and Employers, hiring an employee in a company with 0-500 people costs an average of $7,645.
Society for Human Resource Management states that the average cost to hire an employee is $4,129, with around 42 days to fill a position.
Telemarketing is a great way for BPO firms to attract new clients. The main idea behind it is to find the potential consumers and make them ready for your product or service without any hassle.
Since telemarketers are very easy to reach and versatile, they can easily be found at many different places around the world, making it possible for business owners to reach their potential with the help of outbound telemarketing services.
By evaluating the numbers presented above, you can potentially save millions (if not hundred thousands) of dollars per year. This is only possible if you pay attention to the intrinsic value of your telemarketing service provider.
This is also on top of the usual savings you get from outsourcing.
In essence, measuring call center KPIs prior to partnering with them yields only positive results.
Customer satisfaction, agent effectiveness, and call center efficiency should be the primary goal of any manager looking to improve the performance of their business and to save money.
In this way, you will be able to assess how much is the real amount you can save with an outbound telemarketing services provider.
Our team of outbound telemarketing services is dedicated to providing a reliable and top quality service designed to help you achieve your goals.
Magellan Solutions can help you with outbound telemarketing services at a lower cost without compromising quality.
As a leading provider of call center services for over a decade, we pride ourselves on offering only the highest quality outsourcing services. On top of that, we are an ISO-certified and HIPAA-compliant outsourcing company. We provide a great variety of quality outsourced business solutions.
Contact us and let us discuss your business needs.
Contact us today for more information.
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