outsourcing in the philippines

Outsourcing: 6 Ways To Cut Business Expenses Wisely

Entrepreneurs know that proper financial management is crucial in ensuring their business’ longevity and success. This is why they are constantly looking for ways to cut costs without sacrificing the quality of their end product or service. Of the many cost-saving strategies present today, outsourcing is at the forefront, offering business-owners an opportunity to stretch their budget while still performing optimally.

Outsourcing to the Philippines has been recognized as a smart move by entrepreneurs and large-scale companies all over the world. The highly educated Filipino workforce with superior English communication skills make for a very attractive offshoring option for these businesses. Many Philippine-based call centers and BPOs offer a myriad of services, some of which are non-core tasks like live phone answering and specialized services like digital marketing. These are 6 ways of how outsourcing can help you be a wiser business-owner by lowering your expenses:

1. Outsourcing trims down your staff recruitment, hiring and training costs. Delegating a task to an external team of professionals means you no longer have to spend for recruitment, hiring and training. Outsourcing a team of order-takers, for example, will save you considerable money and plenty of time better utilized to grow your business.

2. Outsourcing saves you from office space and utility costs. New employees mean new cubicles and office utilities users. But thanks to outsourcing, you need not worry about purchasing more cubicles for your new email support team or increased utility bills, as your provider will be the one to shoulder all these.

3. Outsourcing saves you from equipment and supplies expenses. Hiring a full-time professional to provide specialized work means investing in special equipment and materials, which are usually expensive. Digital marketing, for example, is a specialized, evolving type of marketing. In order to remain on top, your internal digital marketing team needs the latest hardware, software programs, applications and updates to perform their job well, which can take up a huge chunk of your budget. Outsourcing your digital marketing to the experts frees you from making these investments yourself, while delivering quality work for your business.

4. Outsourcing cuts back on your salary and benefits expenses. Perhaps the biggest business expense of all, your staff’s salary and benefits add up to a very large amount at the end of every fiscal year. Outsourcing to the Philippines your non-core services like payroll is much cheaper than other countries because of the country’s lower cost of living.

5. Outsourcing gives greater staffing flexibility for your business. Hiring a full-time employee to perform a non-core task, such as data entry or lead generation during a season of high demand is not a financially-wise move. After the high season is over, you have a new employee who has nothing to do and recurring salary expenses. Outsourcing allows you to get people on board your company when and until you need their services.

6. Outsourcing saves you from incurring potentially high-risk expenses. New hires and the latest equipment can be high-risk investments. Your employees might jump ship if they come across a better opportunity, even after going through all the training you have provided. Expensive, quality equipment can be lost in case of accidents and disasters. Outsourcing deflects your business from experiencing these potential losses.

Outsourcing in the Philippines can help you cut your business expenses wisely by saving you from making huge financial investments in staffing, office space, equipment and labor. It also shields you from losing these investments – and the money you spent to acquire them – in case of unfortunate incidents.

outsourcing call centers

Qualities To Look For When Outsourcing a Call Center

The process of screening and qualifying call centers is a lengthy and time-consuming process, but it’s a necessary investment of time, money, and energy if you intend to find the right one. Whether you’re outsourcing a short-term project or a long-term one, it’s imperative that you choose a service provider who has the capacity to meet your business requirements.

If you want to outsource your call center needs, here are some qualities to look out for:

 

  • English proficiency

 

Customers are likely to grow more irate when dealing with an agent whose English-speaking skills are lacking, so make sure that the service provider’s agents are proficient in the language. It also helps to have agents with neutral accents – this is the reason why U.S. clients prefer Filipino agents over Indian ones.

 

  • Conversation skills

 

Agents need to do more than just string a sentence together. They have to be able to communicate effectively in the language. They have to sound natural, as opposed to robotic, which tends to be the problem when agents are trained to follow a script. More importantly, they need to be good listeners, and they have to be emphatic.

 

  • Customer service

 

Any call center worth its salt delivers exceptional customer service. With agents acting as front liners for your company, they should have the skills and professionalism needed to project a positive image of your brand. They should help you retain customers and build customer loyalty.

 

  • Relationship skills

 

Outsourcing to a call center is more than just a transaction; it’s a collaboration. The service provider should deliver results as promised, and abide by service level agreements (SLAs). They should be transparent and willing to maintain open lines of communication.

 

  • Calling statistics

Determine if the call center can do its job properly by looking at specifics like the number of calls answered versus the total number of calls placed, call abandonment rate, and lost calls. The average ring time should be less than 20 seconds, while the average hold time should be less than 30 seconds. When agents take too long to pick up, lose calls, or put customers on hold for outrageous periods of time, your business will take a beating.  

 

  • Metrics

Make sure that you and your call center see eye-to-eye on what success means for the campaign, and that your metrics are aligned. You need to agree on benchmarks and other ways to measure the service provider’s performance on a regular basis.

 

  • Hourly wages

You can pay for call center services in various ways. You can pay on an hourly, commission-based, or project-based manner, just to name a few. You’ll be able to identify any given call center’s pricing model based on its hourly wages alone – just take the hourly rate, then multiply it twice for operating costs and profit. This lets you make comparisons between different service providers.

A dependable call center will offer maximum assistance and help make the most of your resources. It facilitates business growth instead of being just another point of expense for your company. Talk to a call center outsourcing expert today to explore your options.  

 

outsourcing outbound sales campaign

Outsourcing Your Way to a Profitable Outbound Sales Campaign

Outbound sales, and sales in particular, is one of the industries that many people find a little bit awkward. Not everyone is born to be a salesperson, and not everyone appreciates the way some sales people do their job. The stigma of an aggressive, pushy salesman who refuses to take no for an answer may negatively affect your sales campaign results. Without the cutting-edge knowledge, expert sales strategies and people skills, any business’ efforts towards a profitable outbound sales campaign has a higher chance of failing.

Some companies have realized that this tough job of outbound sales should be left to the experts, opting to outsource instead of hiring their own full-time outbound sales team. Many BPOs offer outbound sales services that can be customized according to your company’s specific needs. Outsourcing to the Philippines, in particular, has been a common practice for many companies who recognize the talent and strong work ethic of Filipinos. While outsourcing your outbound sales may not cure the stigma that some people have about sales people, it has the potential to bring you profitable sales campaign results. Here are the ways how outsourcing can do that:

  1.       Outsourcing lets you work with economies of scale, allowing you to save on heavy labor costs. Hiring and training an in-house team of outbound sales professionals comes with a heavy price tag, and some businesses simply cannot afford it. Outsourcing your outbound sales saves you recruitment and training expenses because they will provide you the capable staff you need. And because BPOs employ many managers and agents to serve their many clients, outsourcing gives you an economies of scale advantage over your competitors, resulting in bigger savings for your company.
  2.       Outsourcing gives you access to quality work and performance with proven results. Some people think that outsourcing translates to poorer quality, but this is not true. A reputable BPO has a team of industry professionals with years and even decades of experience in outbound sales. Their combined knowledge and insights can help you arrive at accurate results and guide you in making informed decisions for your business in order to maximize your profits.
  3.       Outsourcing frees you from investing in additional equipment. An outbound sales team needs an office to themselves with dialers, telephone units, headphones, computer hardware, internet connection and software applications. Outsourcing your outbound sales will save you from spending for all these and gives you the option to allocate your funds in more income-generating strategies, increasing your chance to get more profits.
  4.       Outsourcing grants you better scalability. Outsourcing allows you to add more members to your outbound sales team when your business demands it without making any long-term commitments. Inversely, you can decrease their number during the low season. The faster ramp-up and down of staff that outsourcing offers enables you to focus your resources where they are needed at any given moment, helping you run a more strategic and profitable business.

You do not need to spend big on your outbound sales campaign in order for it to be profitable. Outsourcing is a smart and cost-effective way for you to get the equal, or even better quality results you want, but for lesser financial investment and higher financial returns on account of the cost-savings.

Do you have an outbound sales campaign you need to outsource? Talk to us today.

7 Facts About Philippine Call Centers That Will Impress Your Customers

Today, Philippine call centers are a major, competitive player in the global business and outsourced services industry. Hundreds of companies are choosing Philippines as their partner in customer care and other business operations. These companies understand that if you want to impress your customers, you must work with the experts in customer service and relations.

These are the 7 facts about Philippine call centers that your customers will find amazing:

  •    Our call centers are staffed with among the world’s most customer-oriented people. It is a world-renowned fact that Filipinos have superior customer service skills and hospitality values. What better way to impress your customers than have one of the world’s friendliest, happiest and most helpful people to attend to their concerns? Your customers will feel good that they were served with customer-centric, humble and polite agents.
  •    We use highly advanced technology and equipment. Do not be fooled by their Third World standing. Philippine call centers utilize state-of-the-art computer technology and equipment to meet the high demands of their clients. This helps ensure the outsourced services are delivered with the highest quality.
  •    We employ a Westernized workforce. Striking a rapport with your customers is easier if you share similarities with them. Your customers will be delighted to talk with agents who know the same things they do, even if they live on the opposite side of the world. This Westernized culture of Filipinos’ make forging connections and engaging with your customers all the more possible.
  •    Philippine call centers operate 24/7. Nothing makes a customer happier than a company who is available to help them when the need arises. The truth is these needs usually appear after-office hours, during holidays or times of emergency. Working with a Philippine call center allows you to impress your customers with ‘round-the-clock support.
  •    Philippine call centers employ one of the world’s most proficient English communicators. Filipinos have actually bested native English speakers from more developed countries in the Business English skills area. Your customers can count on clear and understandable conversations with highly educated agents.
  •    We have very hardworking staff. On top of their excellent customer and English skills, Filipinos have a very strong work ethic. Your customers are guaranteed to be served with agents who will go the extra mile to serve them no less than the way they deserve. The Filipinos’ hardworking quality can affect your customers’ happiness and loyalty to your company.
  •    We are well-supported by the national government. The strong infrastructure of the BPO industry in the Philippines owes much to the high level of support of their government. For your business, this means a continuous business partnership. For your customers, this means a reliable support service.

The Philippines has the perfect blend of qualities that seal their position as the top call center and offshore outsourced services location in the world. Highly educated, customer-centric Filipinos with flawless English skills make them the preferred manpower of choice of Western employers. Add to that their quality equipment and technology, 24/7 availability and strong government support, and you have one of the most professional, reliable business partners that your customers will surely love.

Are you looking to outsource to the Philippines? Contact us today.

 

outsource small business

What Inbound Services Should A Small Business Outsource?

Perhaps you would like to try outsourcing as a growth strategy for your small business after hearing all of its benefits. But how will you know which of the many available services should you outsource? Experts say that the key to figuring out which tasks to outsource begins with knowing your business’ core competencies or strengths. Your small business may outsource the tasks that do not fall under your core competencies.

Selecting the service your small business should outsource from the available inbound call center solutions is easier if you know exactly what you need. Armed with this knowledge, the vast number of business process outsourcing (BPO) companies, call centers and their service offerings should not overwhelm you. Listed below are examples of inbound services your small business may want to consider outsourcing:

1. Live telephone answering service – your business may be small for now but your customers may already be large in number. A live telephone answering service can help multiply this number and grow your business. Instead of hiring an in-house team of receptionists which can cause a dent in your budget, take the cost-effective route and outsource this service to a call center. All your inbound calls will be answered by a professional, real, human agent and your customers will experience shorter hold times, resulting in happier customer experiences. This service is best for those small businesses with a very high volume of inbound calls and who experience seasonal peak or overflow calls.

2. Customer service / Customer support – customers need your assistance even after your office has closed for the day. Outsourcing this function gives them access to professional support whenever they need it. Working with a call center that operates 24/7/365 will deliver an upgraded customer service resulting in increased customer satisfaction, sales and profits. Your small business may outsource your customer support if you do not possess the customer service skills needed for this function.

3. Order-taking – order-taking agents can do more than just record your customers’ product orders accurately; they can also act as your sales and marketing team if they have been trained about sales techniques such as cross-selling and upselling. Outsourcing this function can help you push more products, and deliver a better customer service experience for lesser financial and time investment than hiring your own internal order-taking team.

4. Reservations – An outsourced team of professional reservation agents can do wonders for your business. Your small business may outsource this function in order to deliver a professional, ‘round the clock service to your customers, but without the huge investment in training new staff and equipment. Outsourcing this function also allows you to focus on other income-generating operations of your small business, resulting in your increased productivity.

5. Technical support – Your customers will be delighted to find competent technical support agents who can resolve their concerns with ease. Outsourcing a team of tech support agents also increases your business’ efficiency with lesser paperwork and overhead expenses.
Growing your small business is possible with the right outsourcing partners providing the services you need. Outsourcing non-core tasks for your small business can drive your growth, reduce your costs and increase your customers’ satisfaction levels.

startup outsourcing

What Some Startups Still Don’t Know About Outsourcing

People have different opinions about startups taking the outsourcing path. For some, outsourcing is not a good tactic for startups, while for others, it is the most cost-effective way to hack their startup’s growth. Whether you subscribe to the former or latter point of view, there is no denying that outsourcing is a step that some startups have taken and benefited from today.

Sadly, some entrepreneurs still have misconceptions about outsourcing, which often lead them to not wanting to explore it further. But the saying, “what you don’t know won’t hurt you” cannot be applied in business. Unpleasant results await those who have limited knowledge of the growth tools available to them. If you are a startup owner who wants to get a clearer understanding about outsourcing, here’s help. These are a few things some startups still don’t know about outsourcing:

1. There is a right way and wrong way of outsourcing. Startups must realize that as with any business strategy, outsourcing will only work if it is conducted and managed properly. For starters, the right way to outsource begins with an understanding of your company’s core competencies, which must be handled internally, and those tasks which are not. These tasks are the functions that must be outsourced to the professionals. Marty Zwilling, a veteran start-up mentor, notes that there are entrepreneurs who, in the interest of cost-cutting, outsources everything. This is a big mistake that can put your startup’s future at risk.

2. Outsourcing means work. In some ways, outsourcing can be more challenging than hiring a full-time staff. Instead of taking a few steps from your desk to check how your new hire is doing, you would have to resort to other means of supervision when you outsource, especially to offshore locations. For outsourcing to work, you must make sure your team of contractors are doing their job according to your agreement. This does not mean micromanaging, but rather, reviewing periodic progress reports from your outsourced team, or having an internal staff to monitor them. If you outsource to locations with a different time zone, language and culture than yours, you must also adjust and adapt to theirs.

3. Outsourcing means relationship management. If you want your outsourced team to perform according to your quality standards, or higher than that, you need to make sure they are happy working with you. Zwilling advises against using outsourcing as an inexpensive solution for startup staff issues, noting that the cost-effectiveness of your virtual team is dependent on their motivation to work alongside you. It also won’t help your startup if you treat them as temporary staff.

4. Outsourcing is not there to handle and solve the “difficult” aspects of your startup’s operations. According to Zwilling, entrepreneurs must have either a management level understanding of all the aspects of their business or a partner who does. Clifford F. Lynch, author of Logistics Outsourcing: A Management Guide, observed that many companies outsource their problems, the stuff they do not understand, and expect the third-party vendors to provide the solution. Lynch notes that an outsourcing relationship such as this is doomed to fail. Outsourcing is there to assist your team, not whip up a magic solution to your problems which you yourself don’t understand.

Startups interested in outsourcing must do their research properly before committing to this tactic, in order to fully experience its benefits. Outsourcing can work if you do it the right way and understand what it entails.

benefits of outsourcing

Guide for SMEs: Benefits of Outsourcing

Small to medium-sized entreprises (SMEs) face numerous challenges in today’s business climate. Aside from facing competition from large companies and trying to secure a portion of the market, SMEs have difficulty finding and retaining talent. This problem with human capital can lead to understaffed operations.

Many have turned to SME outsourcing to solve this problem. Outsourcing is a business arrangement wherein you entrust one or several related functions to a service provider. Some companies go as far as to outsource entire departments in order to keep their in-house staff small.

The service provider is often based in an offshore location like the Philippines, where skilled labor is much more affordable, and the talent pool is largely untapped. The country’s service providers deliver all kinds of solutions, from simple and repetitive ones like data entry to highly specialized ones concerning IT, medical transcription, and research.

When properly implemented, outsourcing can guide your company to success. Here are some of the benefits of small business outsourcing:

It augments your operations

If you’re severely understaffed, a service provider can step in and fulfill many of the functions that no one in the comapny has the time or skill for. Accounting, payroll, bookkeeping, data entry, live phone answering, and lead generation are crucial to your company’s day-to-day operations, and so you must have a sufficient number of people who can competently attend to these tasks.

A service provider can designate an offshore team that has the capacity to accomplish these tasks for you.

It leads to drastic cost savings

Outsourcing to an offshore service provider lets you take advantage of the lower value of their host country’s currency. This gives more purchasing power, enabling you to stretch your resources and widen profit margins. Moreover, service providers often shoulder employee benefits and overhead costs. But even if they didn’t, setting up business in the Philippines is cheap – as far as Asia is concerned, the country has the most affordable office units in prime locations.

It increases productivity

Expect to see results when you start outsourcing. With a dependable service provider augmenting your operations, your company will be able to meet targets and business goals on a consistent basis. From here you’ll see progress, and you can start setting higher benchmarks for productivity.

It leads to greater overall efficiency

Outsourcing helps you streamline processes, leading to greater efficiency. Since you and your in-house team no longer have to wear multiple hats, tasks and resposibilities will be better delineated. This leads to less confusion and an opportunity to excel in the role given. It also allows you to make better use of your time and mental energy.

It narrows down your focus

Small business outsourcing allows you to focus solely on key business activities and core competencies. You’ll get to do more of what you love. You can allot the majority of your time and effort to making critical decisions for your company and strategizing for the market.

Make outsourcing work for you by hiring the right service provider. A BPO that specializes in SME outsourcing will understand your business requirements and help you achieve both short-term and long-term goals.

small business outsourcing

Outsourcing 101 for Small Business Owners

A small business owner will keep looking for ways to make the company more profitable. Reducing costs is one way of widening profit margins – spending less on operations while getting same amount of work done will help you make the most out of limited resources. Making your business processes more efficient will also keep you from losing money unnecessarily, as well as ensure that you’re getting value for your money

Outsourcing can get all of these things done. This kind of arrangement lets you transfer part or all of your operations to a trusted service provider with the human capital and technology needed to effectively carry out tasks.

Here’s what you need to know about outsourcing:

On service providers

There are as many service providers out there as there are small businesses. If you’re wondering where to begin, you can always scour your professional network for referrals. Ask a business contact for a recommendation if they’ve outsourced successfully in the past. Online searches will also give you an idea of who’s offering the services you need and where they’re based.

Your options range from large, established service providers that have the capacity for a wide range of services, to smaller, lesser known ones that have fewer but highly specialized offerings. Make sure to check their credibility and see if they have a strong portfolio.

It also matters that the service provider you hire have as few internal issues as possible. A high attrition rate can point to business continuity problems, while financial trouble could mean that the service provider can fold at any time and leave you hanging.

Be aware of dubious practices as well – some service providers will claim to have an international presence just because they list office addresses in multiple countries on their website – making it seem like they’re in the big time when they’re not.

On-shore versus Offshore Outsourcing

On-shore outsourcing lets you transfer processes to a service provider based in the same city, state, or country as your business. Offshoring, on the other hand, refers to entrusting your business functions to a service provider in a remote location, like the Philippines.

Choosing between the two depends on your comfort level with offshoring, how much you’re willing to spend, and if you can manage to fly out regularly for on-site visits to the offshore team.

On-shore service providers will cost you more. They charge higher rates and use the same value currency as you. Offshore service providers charge lower rates, plus the currency they use is likely weaker than yours, giving you more purchasing power.

Scaling down or up

Small business outsourcing is a flexible arrangement that allows you to scale operations up or down as your business requirements change. If you want to be more cautious, you may outsource a small portion of your business operations, then gradually outsource more functions as you become more confident with the service provider’s capabilities.

If you’re going through the motions of business peaks and valleys, you can avail certain services only when you need them. This lightens the work load of your in-house staff, who might have difficulty coping during peak season. You may end the contract once the work load reverts back to normal.

When done right, outsourcing can be highly beneficial for your small business. So take the leap and talk to a service provider today.

How outsourcing can help your SaaS startup

outsourcing for saas startup

You’ve got the service, the right people, and the funding you need to make it in a saturated market. But how can you pull the company through milestone after milestone? Guiding a startup to success isn’t a breeze, but that doesn’t mean it has to be overtly difficult, not even in the face of discouraging statistics that state three out of four startups will likely fail.

Many SaaS startups rely on outsourcing to pull through. It’s a common business practice that has helped numerous companies grow into maturity and establish themselves as frontrunners in their industries. If you haven’t already considered it, read on to find out more about outsourcing.

The basics of outsourcing

In this kind of business arrangement, a company entrusts certain business processes to a third party. These processes vary from simple back-office tasks to complex ones that require specialization. Accounting, payroll, customer support, IT, and content development are some of the most commonly outsources processes.

Pricing models vary, and some are more flexible than others. There are providers that will offer free trials, while other offer service bundles at discounted rates. You also have the option to pay for individual services.

You can get several service providers to bid on your project, forcing them to offer you their most competitive rates and service packages. You can also rely on referrals from trusted colleagues and professional contacts who have had success with outsourcing.

Once you decide on a provider, you’ll have to set service level agreements, or SLAs, with them. The SLAs will ensure that you and the provider see eye-to-eye on expectations and protocol, among other things. This document can be reviewed and modified as your business requirements change.

The benefits of outsourcing

The biggest benefit of outsourcing is cost reduction. Cost savings are critical for startups that rely on limited capital and a customer base that has yet to grow. Not only does it expand profit margins for young companies, it also helps them maximize and better allocate their resources.

Startups often have small teams. If you want to keep your in-house team small but need an extra hand in your day-to-day operations, outsourcing is a viable solution.

A tech support call center, for instance, can provide tech services to your clients as your team focuses on high-level decision making and other key activities.

Which leads to another benefit: the time and energy to do what you enjoy doing best. With a dependable service provider on your side, you and the team can concentrate on your core competencies. This also makes it possible for you to give your in-house staff meaningful and more demanding tasks that they’ll appreciate.

It also gives you access to skill and talent that you may not be able to find within your professional network. Missing an IT expert or telemarketer? You can easily locate that talent in any of the offshore service providers in the Philippines, and at a reasonable rate.

Is outsourcing for you? Don’t be a statistic for failed SaaS startups. Reach your next milestone with the help of an outsourcing company.

 


We can help you in your specific business needs. Talk to us today.

 

What Tasks Should Involve In Small Business Outsourcing?

Small businesses give consumers options beyond the usual chain stores, big name brands, and conglomerate-owned shops that dominate the market. But more than that, they make significant contributions to the economy. Creating jobs for people in their locale is just one of the ways they contribute.

However, in a 2001 global survey conducted by consulting group Arthur Anderson, small businesses had a difficult time finding and retaining qualified employees. This points to why a small business outsourcing has become a practice.

In today’s national and global business climate, outsourcing has become less of an option and more of a necessity. To address the matter of poor employee retention, small businesses have had to augment in-house staff with offshore teams.

So what tasks should small businesses outsource?

HR and recruitment

If you have a difficult time locating talent within your professional network, consider outsourcing human resources and recruitment to a service provider that can take charge of finding, screening, and hiring employees on your behalf. This can help you secure talent, while at the same time focus on key business activities.

Accounting and finance

Outsourcing financial functions like accounting, payroll, accounts payable and receivable, and financial reports to a service provider will help you save time without neglecting this aspect of your daily operations. A service provider can give you a hand for better overall financial management.

Small business answering services

As you customer base grows, more and more of them might call in for various concerns and questions about your product or service. To make sure that there’s someone to pick up at all times, outsource small business answering services. Doing so also lets your customers benefit from extensive phone coverage beyond fixed office hours.

Tech support

If Information Technology isn’t your strongest suit, there are numerous IT vendors who provide comprehensive IT services. This way, you can avoid server down time and ensure that your website and servers are safe from hackers. It’s also a good first step towards  more complex IT services like cloud hosting and such.

Marketing

Leave the bulk of marketing to a service provider that understand your brand personality and business goals. An offshore team can easily attend to content writing, web design, social media marketing, and online visibility on your behalf. This is highly beneficial, especially if you’re new to search engine optimization and content development.

Outsourcing is a viable, cost-efficient solution for small businesses that want to stay ahead of the competition despite being understaffed. It augments their in-house operations and increases overall productivity. It also adds value to their business, rather than being just another cost point.

Offshore outsourcing destinations like the Philippines are globally known for harboring the world’s best service providers. The country has a large pool of talent that small business outsourcing can tap for human capital. Collaborating with a service providers not only spells success, but addresses pervasive issues like low employee retention rates.