5 Signs Your Organization Needs an Outbound Call Center for Answering

Different people have different views on call centers. Some are of the belief that call centers primarily respond to complaints and answer phone calls and e-mails. While part of it may be true, outbound call center services are now a common service provided by call centers and are an inextricable part of a call center.  With the competition heating up outbound services should be a part of call centers.

Outbound Services- What are they?
 In Outbound call center services, instead of answering calls; your customer service representatives actually make calls to customers or potential clients. While inbound services are more useful in dealing with various issues, outbound services are all about growing your business and building a proper base.

How Do Outbound Services Help To Grow Business?

There are many different ways of building a proper customer base which helps the business to flourish in the right way:
1. you are not getting new customers: Many call centers can now act as part of your sales team. For example, call center representatives are adept at closing deals and generate good leads for your business. With the help of a call center, sales with proper integration with customer services can help the business to grow properly. An outbound call center service can help to bring versatility on board apart from proving to be cost-effective in the long run.

2. You want to Increase profit per customer: One of the best ways to grow your business is to increase your existing customers. With the help of cross-selling, the additional base can be increased upon. With the help of metrics and customer data, agents can zero upon customers with the products, services, and add-ons and can increase profit per customer.

3. You are not able to retain old customers: If getting new customers is important, it is also important in retaining old customers and also get back some of the old customers who have sought greener pastures. There are a number of outbound services that can help you to retain and strengthen your customer base. Targeted bring back enterprises can draw former customers into your current client base whereas, other practices can ensure that your customers are being engaged and that you are trying to notch up customer loyalty.

4. You are making do with manual dialing phones: Call centers deliver outbound call center services with automated dialing instead of manually dialing phones. By automating the dialing process, you can be more productive and non-productivity can be eliminated and the volume of calls can be increased pretty efficiently. Predictive automated dialing is instrumental in increasing productivity by about 250%.

5. You are not able to reduce Costs- An in-house call center requires massive investments in facilities like staffing, equipment, and operations. But as far as outsourcing is concerned you only have to pay for the services needed on a transactional basis or hour work basis and it can also be outsourced to a low-cost destination, handling of finances will be much easier. It will make a huge difference in assimilating wages too.

Benefits of Employing Outbound Call Center Services

Once you seek the services of outbound call center services you will definitely note a lot of positive changes in the organization. They are the following:

• Flexibility and Managing Fluctuations: As call volumes often fluctuate, because of competition, or seasonality the outsourcing services can manage the rise and fall of calls with a huge number of clients and lower the price of costs per call.
• Utilizing Specialized Knowledge: By outsourcing services, you can take help from outside experience and utilize their proven track record and their vision. Your customer support service benefits from the integrated knowledge of outbound services.
• Avail services round the clock- All the customers like the idea of staying connected via phone, wired services for twenty-four hours, and seven days a day.  The call centers provide services at a much more reasonable rate, reducing your expenses. The customers are also happy and satisfied with the services, making it a win-win situation.

If you are interested in saving your valuable time and productive resources, then outsourcing your call center services is the best option. Your business improves a great deal, and there is an all-round development depending on quality, performance, and productivity.

How to Communicate Effectively with an Inbound Call Center Service Provider

Maintaining communication via mobile devices is the primary form of connection nowadays. Besides mobile devices, there are other ways of communication like e-mail, chat or social media to stay in touch or get queries answered. But the importance of having an inbound call center services has fallen. Voice calls can be more expensive for a business and thus is not one of the chosen ways of communication for customers.  It goes without saying that the company has to remain in touch with their customers via the best possible means of communication. There are still a few people who believe that calling is a better way to communicate.

 Inbound call center services can give a boost toyour business like no other. An inbound call strategy has an inbuilt automation, which can recognize and thus can separate you from others. This strategy can work on the basis of experience, personal service, and interaction.

1. Voice channels should be accessible to those who need it the most-There are many numbers of people who prefer communicating with by voice while there are others who prefer to chat through e-mail and IM. The secret to knowing the right way is to know if the right person is communicated at the right time. They are the targeted customers who are either in the pre-selling stage or selling stages.

The phone must be optimized and made use of to the fullest. Keep your toll-free numbers at a visible place like below your calls-to-action. If your purchase is important to make sure you use your voice channel to good effect.

Phone calls are expensive and you should use it only for those who require it the most. If the query is simple, there is a larger likelihood for the customer to self-serve. So it is imperative you should strategically position the support channels on the website. Your self-service channels must be on the overdrive to help those who need you the most.

2. Choose able and qualified voice agents-When you are done with the filtering the calls, to attend the most important calls first and the less important ones later, you must keep the most qualified and dexterous agents attending the calls so that they make the customers feel good and important. The quality of the voice agent holds primary importance and the higher undivided attention the agent gives to the customer, the better. Train your voice agents in a way that they give you excellent service.

3. Make the best of call analytics-Inbound calls can give you important business insights, so categorize calls based on analytics. The best ways to find out whether the inbound calls can pass muster is to track the calls and analyze the performance of inbound calls.  When you analyze incoming calls – you have to analyze the calls and check whether the customers are satisfied. If they are not, you have to take steps to evolve your business more by following certain steps like marketing strategies, business plans, and customer service plans.

The analytics will give you insights to optimize your marketing and help you work on loyalty and brand retention.

4. Use a Customer relationship management tool-It is said that Sales People are more active, about fifteen percent more in fact if they get access to a customer relationship management tool that keeps information on customers. CRM stores not only social data on customers but also has stored information on the customer and transaction history between the two of them. This allows the agent to personalize the calls and give special attention to calls made to another department.

Inbound call programs are very important to help your business grow better. Automated channels have not been able to push it away from the forefront; voice channels are still very much there in the reckoning. Help your inbound call strategies to grow and prosper as they will help your business to flourish in the long run.  The voice calls will not be expensive as long as they are placed in such a way that you can attend calls efficiently.

Top Business Process Outsourcing companies in The Philippines

The Philippines is crowned as the call center capital of the world. $25 billion is the amount expected to be generated by this flourishing industry and that accounts for about 10% of the Philippines’ economy. 

The surge of overseas investors has only increased and they had started investing in the BPO Industry only from the past decade. Check out some of the important top 10 BPO Companies in the Philippines.

1. Accenture Inc. (P28.104 billion in revenues)

 Accenture is perhaps the biggest global management consulting, technology services and outsourcing company serving to as many as 120 countries.

2. Convergys Philippines Services Corp. (P17.281 billion)

Convergys is not only the biggest outsourcing company but it also boasts of large employee numbers as many as 28,000 employees and also contacts center facilities in a number of important cities nationwide.

3. JPMorgan Chase Bank N.A-Philippine Global Service Center (P10.805 billion)

Positioned in a vantage point, Manila, JPMorgan has established the Philippine Global Service Center (GSC) providing support to a number of business lines. The GSC provides services 24 hours a day, 7 days a week all over the world. 

4. 24/7 Customer Philippines Inc. (P7.711 billion)

Labelled as “One of the World’s Six Best Start-ups” by Fortune magazine in 2003, and also thought of to be the topmost employers in the Indian BPO Industry by Dataquest.  This company has several illustrious plumes in its hat and not without good reason. 

5. Telephilippines Inc. (P7.241 billion);

Since its inception in the year 1996, the company has grown from strength to strength and is one of the top companies to reckon with. The company employee numbers have shot to an impressive 41,000 people in the country and have operated in a number of important workstations and its numerous business sites are located in Metro Manila, Baguio, Bacolod, Antipolo, Cebu and Davao.

6. TeleTech Offshore Investments B.V. (P6.978 billion)

Established in 2004 TeleTech has turned to be the biggest employers in the country’s BPO sector. 

7. Sutherland Global Services Philippines Inc. (P6.805 billion)

The company since 1986 has only grown to be the biggest outsourcing company in the Philippines. It has its headquarters in Rochester, N.Y., Sutherland and is said to be the world’s largest independent BPO companies.  It has almost 30,000+ professionals as employees and its operation centers are spread across 40+ operation centers across the world.

8. Stream International Global Services Philippines Inc. (P6.738 billion)

The company is a BPO company has an impressive 37,000 employees in 22 countries and about 50 contact centers; it manages an impressive 100 million voice, e-mail, and chat contacts in just a year.

9. Sitel Philippines Corp. (P6.364 billion)

Boasting of 9 sites in the Philippines, it is being served by 13,000 employees and is the recipient of many an award. The company caters to market spread right across the world such as U.S. Canada, United Kingdom, Australia and New Zealand.

10. Deutsche Knowledge Services Pte. Ltd. (P5.754 billion)

Last but certainly not the least Deutsche Knowledge Services Pte. Ltd. operates as a subsidiary of the Deutsche Asia Pacific Holdings Pvt Ltd.

See more about  BPO Services Philippines

What Makes The Philippines a Better BPO Market Compared to Other Nations?

India in particular and Asia, in general, has been the chosen one for out-sourced jobs not so long ago. Cost-effectiveness is the primary reason for Asia scoring high in the BPO sector. Another reason being Asia is adept at speaking and writing the language. It’s mandatory to know the language, English, for Jobs related to customer service.  What are the most popular outsourcing markets in the industry? India and Philippines are battling it out for the top slot. But suddenly the world is abuzz with the fact that the Philippines are indeed creating quite a ripple in the BPO sector! Call centers in the Philippines are ensuring that they keep the investors happy and interested.

Call Center- It is the most important and the reason why foreign investors are attracted in the first place in the country. Plush offices are scattered all over the country and give evidence in itself that the BPO Philippines means big business!

IT services- IT services like programming and software development are also rising up the popularity charts and hence a reason for outsourcing to be the reason why foreign investors are queuing before the Philippines.

Marketing with the help of internet- This industry is gaining steady momentum. The Philippines offer nominal rate in comparison with other countries.

SEO- This industry is fast climbing the popularity charts, in terms of outsourcing.

Virtual employees- Companies choose Filipino workers because they work for less pay.

The growth of the BPO sector in the Philippines

So what is the Philippines doing right and the other Asian nations are failing to notch up? The Data Privacy Act which keeps all information handled by the call center Philippines, private especially sensitive information like details of bank etc. This has helped the Philippines score big in the BPO sector.

Support of the Philippines Government

The Government supports the Philippines Call Centers completely by ensuring implementation of programmes which would be conducive to the mushrooming of business centers in the country. 

Ideal Location

The Philippines is located on the business hub of Asia. The location is ideal for western countries to have dealings with not only the Philippines but rest of Asia as well owing to its strategic location.

Minimal Labor Rates

The yawning gap between labor cost, the effectiveness of operations and benefits can make the Philippines a lucrative proposition.

Talent Galore

The success of the Philippines Call Centres can also be attributed to the fact that there is a teeming population who are really talented and apt for the job. 

Affinity to American Culture

Filipinos have a strong affinity towards American culture and hence they have the greater adaptability to emulate their culture and accent better.

Work Ethics Par Excellence

Professionalism seems to the Filipinos buzz-word. Yes, their values, culture, work ethics and general bonhomie creates the right kind of work atmosphere. They don’t compromise on fun and yet don’t let that tower over integrity and responsibility. That is why the call centers in the Philippines are enjoying such a good run in the market. 

Time Difference does not matter to Filipinos

The reason that the country is enjoying such an elevated status in BPO Philippines is that Filipinos are very flexible and night shifts and erratic schedules do not matter to them. They are accommodating to the requirements of the clients, residing in different countries.

Destination is Ideal for Work as well as Play

A country which is not only equipped with world-class technologies but also scores pretty high on scenic beauty. Investors can enjoy a jolly good time enjoying the beaches and also business prospects. Investors are as much attracted to the virgin beaches and historical sites as the business opportunities. Naturally, Philippines call centers get a major boost as a result of that.

It is Start-up Conducive

Not only big business can reap the benefits of the outsourcing business but also small companies which are about to start can also benefit. 

Economic Stability and Growth

The Philippines as a country has been fairly stable for the past decade. Though its history has been marred by instances of conflicts largely owing to the dictator Marcos. But that is indeed history now, the government is ensuring that the current problems like poverty bureaucracy do not shackle the growth of the Philippines CallCenters. Also, its economic growth is steadily growing 5% every year. It has cushioned itself from the rising fuel prices and food prices, market volatility in general. The global recession has not been able to create a dent in the economic stability of the country.