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Call center outsourcing

What is call center outsourcing?

You’ve heard of call center outsourcing.  This is the process of entrusting your customer care and support to a third party – an external vendor – to handle some or all customer interactions on your behalf. This guide will review the definition, benefits, and services call center outsourcing can provide your business.

Definition

Call center outsourcing is a business service solution aimed at customer communication and engagement. Call center outsourcing is a cost-effective way of delivering exceptional customer service. Companies hire an external service provider to manage customer interactions rather than hiring more employees in the customer service department. This helps companies focus their time and resources on other aspects of their business.

Why call center outsourcing?

If your company cannot handle the call center requirements in-house, either because you’re understaffed or you simply do not have the time, that is where outsourcing those tasks to a third party can really help. However, there are many other reasons to outsource your call center.

It saves money. By outsourcing the call center, you can cut the cost of in-house employees, training, offices, equipment, and infrastructure. You can reallocate those funds to other business areas like development, production, marketing, and sales.

It saves time. How much more could you do if you weren’t dealing with recruiting and hiring, training and onboarding, or setting up offices and equipment?

The advantages

If the reasons we already mentioned weren’t solid enough, we would now explain many advantages of outsourcing your call center for your company and business growth.

Better call handling times & improved customer service:
Today, customers have higher expectations for customer support. They do not like being on hold and want all their queries handled quickly and seamlessly. When outsourcing the call center, your company gains a highly trained dedicated team to control your high-volume customer calls and inquiries.

You can hire teams that will cover all time zones allowing you to extend working hours to evenings, overnights, and weekends.

Option for 24/7 or at least weekend or evening coverage, especially if you outsource offshore.
You can hire teams that will cover all time zones allowing you to operate more working hours, evenings, and even weekends.

Access to an international & highly skilled talent pool:
Call center outsourcers already have talented, experienced, and, most importantly, trained people on board. By outsourcing your call center, you’ll get access to those experts, often at a fraction of the price.

Improved customer retention & lowered churn:
The happier your current customers are, the more likely they’ll make repeat purchases and become loyal to your brand. And this is the power of CX. Offering a good product or service is only the first step. Providing a seamless purchase and post-purchase process, exceptional customer onboarding, and support during usage will make your customers love your products or services even more.

Better customer acquisition & conversion rates:
Call center outsourcing services can help increase your sales reach and customer acquisition. This is the most challenging process in every business. Still, call centers can provide customer service to a larger group of people, generating more leads and converting them into paying customers!

call center outsourcing

Call center outsourcing services

Call center outsourcing can include outbound and inbound call center services. Depending on your needs and goals, you can choose to employ one or both.

Outbound outsourcing services

Outbound services are client-facing and mainly focus on sales and marketing. They can help you grow your leads and attract a more extensive customer base. The most widely used outbound services include:

  • Cold calling
  • Follow-up calls
  • Surveys
  • Reviews
  • Market research
  • Scheduling appointments
  • Updating contact list information

Inbound outsourcing services

While outbound calls focus more on sales, inbound calls are more support-oriented. Inbound calls often focus on providing high-quality technical support, customer service, and quality assurance while handling all inquiries from both prospects and customers. Some of the services that the inbound call center includes are:

  • Onboarding new customers
  • Answering all customer queries
  • Resolving customer complaints, issues, and disputes
  • Payment processing
  • Order processing
  • Upgrades and renewals
  • Scheduling appointments
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The conclusion

If your company cannot handle call center services in-house because you’re understaffed,  lack knowledge or interest, or simply do not have the time – it’s best to outsource them. Outsourcing the call center will save you time and money and connect you with a skilled, experienced, and knowledgeable workforce.

But, more importantly, it will help you achieve and deliver an exceptional customer experience. And improving the company’s overall CX will ultimately lead to improved customer retention, less churn, and better customer acquisition and conversion rates. Also, you’ll achieve improved call handling times and customer service by outsourcing the call center. As a result, you might even be able to offer 24/7 support coverage (if you choose an overseas CX provider.)

Offshore outsourcing will also give you access to an international and highly skilled talent pool while allowing you to reallocate your funds into different business areas like marketing or product development. And as far as services go, you can outsource only outbound call center services, only inbound call center services, or both – depending on your business type, needs, and goals.

People working on table

Closing the customer engagement capacity gap

Capacity gaps within an organization can occur in one or more departments or areas. The disparity between the current capacity and the capacity required to achieve a goal or objective is known as a capacity gap.

With customer expectations being at an all-time high, companies are facing new pressures affecting their businesses ‒ the Customer Engagement Capacity Gap.

In this blog post, we’ll cover: what is a Customer Engagement Capacity Gap, how it prevents the development of long-lasting customer connections, the significance of customer success management for bridging the gap, and the ideal solution for your company to apply.

What is the customer engagement capacity gap?

When dealing with customers, there are a few essential factors to consider. On the one hand, there’s the product/service you provide or offer, and on the other, client demand for the products/services you provide. However, there’s one more thing to consider: the resources you have at your disposal to meet your customers’ needs and demands.

One of the most valuable resources is time and the workforce. And for the past few years, there’s even more. Factor in social interactions, conversations, and communications into your equation. Multiply the number of customers with the multitude of ways they can contact you, and you see the problem. In order to be accessible, your customer support team can get overwhelmed. Behold the customer engagement capacity gap – the discrepancy between your available resources to meet the customer demand and the rapidly growing volume of interactions and communication channels.

customer engagement

Offload the growing workload

Today’s rapid pace of change is causing companies to predict engagement challenges will increase over the next couple of years. They either don’t have the people, technology, or knowledge to address this customer engagement capacity gap while still focusing on core business goals.

Nearly half of the world’s population is now using social media for more than just browsing photos of their distant relatives. An astonishing 80% of customers expect companies to interact with them on social. In the past two years, more than 43% of customers have increased their use of social media to discover new products and brands. More than 45% of customer interactions happen via social media, and they use social media for everything from seeking product information, offering praise, leveling complaints, and everything in between.

78% of the customers are ready to make a purchase based on positive interactions with a brand. 76% of customers will recommend a brand to others, 72% will increase their spending amounts for a brand they have a connection with, and 77% will choose a brand over its competitors based on engagement.

Today, customers want immediate interactions. Customer success management has entered an entirely new era and level of importance. Handing your customers isn’t enough; you must be there for them every step of the way. It’s all about anticipating their needs and providing exceptional solutions.

This change toward a swifter, more customer-centric service system has driven many businesses to outsource customer success management to meet customer requirements successfully and efficiently.

Identify customer information

As the customer engagement capacity gap has been a hot topic for the past few years, everybody will now tell you what’s essential for closing the gap. Data companies will tell you that the key is managing engagement data. Technology companies will sell you software as a solution. But, in reality, there’s so much more than a single solution. Ideally, you’ll need a set of solutions, skillful people, and technologies to manage your customer interactions.

First, you’ll need to identify and gather all the information about customers and their experiences. You undoubtedly need to have the data figured out and sorted accordingly. Focus on the customer journey and all its touchpoints. That’s your data.

Collect data using omnichannel technology

Next, you’ll need the right technology to collect, monitor, manage, process, and deliver your data into measurable results consistently and across every interaction and channel. And finally, you’ll need the right number of skilled people to improve engagement and provide customized experiences at scale. And no matter what AI can do, you still need the people. Now, more than ever!

Provide technology, people, data, and experiences

Here, we’ve simplified everything into a single, handy checklist:

  • Gather, understand and utilize engagement data;
  • Use technology to your advantage: use automated and various self-service tools to answer the consumer demand increase;
  • Get the  most skilled, knowledgeable, and high-performing workforce;

By integrating human expertise and experience with high-end technology and automation, you’ll be able to provide enhanced customer experiences. Including various solutions can help you and your company answer your customer’s demands and potentially close the engagement gap. It’s easier said than done, right? With the right tools and partners, all of this is achievable and deliverable.

[Тhe definitive guide to outsourcing services]

The key takeaways

In today’s world, everyone in the business (not just the customer-facing teams) should focus on providing outstanding experiences. Getting the right people, tools, and technology partners to work with will help companies better understand and forecast customer expectations and behaviors. To close the customer engagement capacity gap, companies need the help of a carefully selected technology and service provider. A technology partner to design, build, manage, and maintain company-wide data solutions and integrations through automated and AI-powered solutions and tools. And a service partner with exceptionally knowledgeable and skilled employees who will deliver truly exceptional customer experiences.

Don’t think you’re limited to the number of people you have on hand. Or even worse, don’t settle  for a technology solution and abandon your customers to automated voice responses or chatbots. Keep in mind that your customers still want the white glove treatment. No matter how much technology evolves, they still want the care and attention a real person can offer.

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FrontLogix is here to help you collect all customer insights and use the data to identify patterns in how your customers feel at each interaction. Together, we’ll learn your customers’ intentions, motivations, pain points, and why they would choose your company among competitors. FrontLogix’s CXRs will:

  • contact your customers to learn more about their needs;
  • offer your products/solutions;
  • guide your customers along the comparing process, pointing out the benefits of your products/solutions and why they would work best for them;
  • be available during the research process via chats and email support;
  • will onboard your customers, ensuring they are happy with your products/solutions;
  • make your customers comfortable using your products/solutions and be there for them along with the usage;
  • provide support and help with the items they do not understand.

That is the map to an exceptional customer experience and success management. All of this ultimately closes the customer engagement capacity gap but, more importantly, creates happy customers who will recommend and refer your business to their friends, coworkers, or family and, at some point, renew their subscription.

What are the benefits of offshore outsourcing

Do you wonder what the benefits of offshore outsourcing are? Before we dig deeper into offshore outsourcing, we need to look into the difference between onshore, nearshore, and offshore outsourcing.

There are two ways to distinguish BPO providers: based on their location and the services they offer. This article will go through the divisions based on site ‒ onshore, nearshore, and offshore outsourcing.

For the different types of services that BPOs offer, read here: https://frontlogix.com/business-process-outsourcing-examples/

The 3 types of Business Process Outsourcing (BPO) based on location

Following the extensive analysis of the Pros and Cons of Business Process Outsourcing here, in this article, we look into the three most common outsourcing location types ‒ onshore outsourcing (or domestic BPO), nearshore outsourcing, and offshore outsourcing. Below we dig deeper into each one’s advantages and disadvantages.

What is onshore outsourcing

Onshore, or domestic outsourcing, is the act of outsourcing and receiving services within the borders of the country where a company is based.

Various circumstances might cause domestic outsourcing to be advantageous, including the availability of specialist talents in specific areas, regional imbalances in rates and expenses, and the company’s culture and skill requirements.

What are the benefits of onshore outsourcing?

Below are three benefits of onshore outsourcing compared to other outsourcing locations:

  • Same laws and regulations: Onshore outsourcing offers reduced risks since both companies follow the same rules and regulations, such as proprietary rights, IP protections, and copyright laws.
  • Easier communication: As both companies are from the same country, communication is generally more straightforward. Also, onshore outsourcing offers the possibility of in-person meetings if needed.
  • Same time zone, same culture, same work styles, same holidays: There won’t be any dealing with cultural differences and different work styles. Also, there won’t be problems arising from not being able to handle emergency issues due to mismatched holidays.

What are the disadvantages of onshore outsourcing?

When compared to other locations, there is one major disadvantage of onshore outsourcing:

  • Not cost-effective: The two main reasons for outsourcing are freeing time to focus on core competencies and reducing costs. While the former is covered with a domestic BPO, you will see no significant cost reduction

Because your BPO’s country is the same as yours, the cost of services will be the same as having your own team do it. You might save on recruitment and training expenses, but not much more.

With the standard of living being much lower in offshore countries ‒ and with it the median wage ‒ offshore outsourcing offers the same level of expertise but at a MUCH lower cost.

What is nearshore outsourcing

Contracting outsourcing vendors’ services between neighboring countries, or geographically close countries, is known as nearshore business process outsourcing.

For example, this might include Canada, Mexico, or Central America for US-based companies. Nearshore outsourcing most often happens when companies need specialized skills at lower costs, but specific criteria, such as time zones and language proficiency, must still be considered. One example of nearshore outsourcing can be when a Silicon Valley company outsources some services to software specialists from Mexico.

What are the benefits of nearshore outsourcing?

Below we list four benefits of nearshore outsourcing:

  • Same time zones: Your BPO being in the same time zone enables real-time communication during your regular business hours. This allows for improved collaboration and reduced time lag between project completion.
  • More cost-effective than domestic outsourcing:
  • Nearshore outsourcing offers the added benefit of cost-cutting compared to onshore outsourcing, as wages and other costs may be lower.
  • Similar mindset and culture: Smaller distance often implies smaller cultural differences. 
  • Low(er) travel costs: When partners are in close proximity, the expenses for face-to-face business meetings are lower than with an offshore outsourcing BPO.

What are the disadvantages of nearshore outsourcing?

  • Limited talent pool: The talent pool in a neighboring country might be limited for some industries. 
  • Political instability and limited infrastructure: Nearshore BPOs might be located in an area of political and economic instability. Also, developed countries have a more reliable internet connection and power supply.
Offshore outsourcing

What is offshore outsourcing

Offshore outsourcing is the third example of outsourcing business customer operations and other company activities. When a company hires a third-party supplier to run some of the operations from an outside country (most often overseas), it is known as offshore outsourcing. 

Available resources, political structure and stability, lower labor costs, tax reductions, and other factors encourage companies to outsource offshore.

What are the benefits of offshore outsourcing

  • BPOs are professionals at what they do: You can rest assured that the services they offer are backed up by years of experience in the field. They’ve already provided the training and found the best managers for the task. If you decide to hire and train in-house staff, there will be months, if not years, until they reach the level of teamwork and expertise the BPO offers.
  • Global talent pool: Offshore outsourcing opens up the doors to access highly trained and talented work teams. Thanks to globalization, companies may now connect with and hire individuals from all over the world.
  • Capitalizing on a well-educated workforce: Some of the most popular outsourcing destinations have a high percentage of upper secondary or tertiary education in the workforce.
  • For example, North Macedonia, a country with a thriving outsourcing economy, boasts a tertiary degree attainment rate of roughly 64%. In the United States, that figure is 47.8%; in England, 42%, and 20% globally.
  • Cost-efficiency: Taking your business offshore means taking advantage of the lower cost of living expenses in outsourcing countries. This can result in significant cost savings for the company, as wages and overhead expenses are often much lower in countries with a lower cost of living.
  • No employee benefits, health insurance, and retirement costs: Because the BPO partner handles these, you will pay no additional benefits, as opposed to hiring an in-house workforce.
  • Tax reductions and tax exemptions: Companies may be eligible for tax exemptions and tax reductions in certain countries. The eligibility for tax reductions and other financial incentives varies from country to country. It is generally based on the type of business activity, the location of the business, and the level of investment the company makes.
  • 24/7 work schedule: The time difference might be a benefit in certain aspects. For example, your team and the outsourced team can cover opposite shifts. Precisely because of the time difference, Customer Service is covered around the clock.

What are the disadvantages of offshore outsourcing?

  • Potential language barriers: If the mother tongue of the outsourcing country is not the same as yours, there may be some language barriers. However, when it comes to English, this is rarely the case, as some offshore countries have mandatory English as a second language taught from the first grade.
  • Potential cultural differences: Great distance might indicate significant cultural differences, which can cause misunderstandings and difficulty in collaboration.
  • But that is only sometimes the case. Some countries have been riding the wave of Globalization much more than others. Go through this Checklist for finding and choosing the right BPO partner before committing to one.
  • Different time zones and mismatched holidays: Meeting coordination and real-time communication can be difficult due to the time difference.
  • Ensure that the offshore BPO covers shifts during your regular working hours and has a plan for covering days when a national holiday conflicts with yours.
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Conclusion

While many companies need outsourcing services, offshore outsourcing seems to be the most beneficial and the right choice for companies that don’t need to have all operations done in the same time zone.

Offshore outsourcing is highly cost-effective due to lower living and labor costs, tax reductions, and lower administrative expenses, especially in developing or underdeveloped countries.

Contact us today to discuss how we can help you.

What services to outsource to reach your Goals

You want to start outsourcing some non-essential work, but you’re uncertain where to start

Different industries, different businesses, different goals, right?

Yes, BUT the one true goal of every business, no matter the industry, is revenue growth. Every business owner wants happy, returning customers, a return on investment, and an increasing market share. We can also add reducing employee turnover and increase satisfaction and productivity. Overall, improving company value, becoming a leader in the industry, and improving customer satisfaction. Quite a long list, right? And certainly not an easy one – especially if you’re just starting. Outsourcing some of your non-essential work will undoubtedly help you in the long run, no matter how big or small your goals are. This is an extensive guide on what to do and how to determine which services to outsource so you can focus on your primary business goals.

outsource strategy plan

Begin by developing an outsourcing strategy

Because outsourcing is a business investment, having a clear plan and implementing an outsourcing strategy is crucial. But what should an outsourcing strategy include?

  1. Outline the business goals. It is critical to clearly outline the business goals you intend to achieve through outsourcing for a project to succeed.
  2. Set a project structure. It will help you manage the project and ensure that the outsourcing team will meet the requirements.
  3. Be specific. Make a clear and extensive list of tasks you’d like to outsource and how and when you’d like them completed.
  4. Carefully plan the budget. This will affect the timeline, the number of hires, and the technologies and equipment you’ll be able to use.
  5. Determine your preferred outsourcing model. You can either go with a project-based or dedicated team model. In the first case, you’ll have the entire project handled by the BPO partner you choose. While in the second case, you can select a team from the BPO partner to work only for you and report directly to you.
  6. Carefully select your BPO partner. Examine portfolios, previous work, customer feedback, and referrals – carefully. Ascertain that they have the required knowledge, technology, and infrastructure (including, but not limited to both hardware and software)
  7. Define clear processes, roles, and responsibilities. This will help the project run smoothly.
  8. Have clear and frequent communication. Starting with a kick-off meeting, weekly follow-up meetings, and monthly report meetings. Make sure you determine the right channel and communication flow. All of this will keep you up to date with the project status and progress.
  9. Measure the productivity, progress, and results. This will allow you to see how the project is progressing, and whether it will fulfill your goals.

What services to outsource easily?

You know that outsourcing some of your jobs will save time and energy. That way, you’ll be able to focus on your primary business objectives. But do you have a clear idea of what services to outsource efficiently?

Customer success management

Every company nowadays relies on positive client interactions, particularly favorable consumer feedback. Companies that deliver solutions using a SaaS mode benefit from customer interaction. The customer support manager (CSM) is your conduit to the customers.  They ensure everything goes well after a purchase is made and smooth over any other customer-related friction, issues, and critical concerns.

Girls looking at outsource strategy

Customer support & experience

Back office services

All services like accounting and finance, billing support, research and development, and IT and software tech help desk can be outsourced. And this is especially recommended for small and medium enterprises (SMEs). It would make your life so much easier if you didn’t have to know everything about compliance standards connected to bookkeeping, tax regulations to follow, and internet security infrastructures. Leave all of it in the hands of dedicated professionals.

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Sales generation, management & support

Small enterprises usually don’t have big sales teams, often only having one person for the job. Sales management is one of the essential parts of running a company. You’ll never attain your profit goal if you’re not closing deals. Therefore, outsourcing sales support will help you locate and nurture leads. It will help your business grow, make sure you are always speaking to potential customers, and allow you to focus on converting instead of administration!

Human Resources

Recruiting is a long, complex, and time-consuming process. It requires developing job descriptions, hunting for suitable candidates, and endless rounds of interviews. All of this will not only cost you time and money but energy and focus as well. And having good HR managers in-house is quite expensive, too. All of this makes outsourcing human resources the smart choice.

Marketing, Research, and Development

Whether launching a new product, adding something to your marketing mix, or simply expanding to new markets, you’ll need thorough research. You need to know the competitive environment, the product, the competition, and the entire industry. As a result, you’ll need hands-on research, development, and marketing expertise. However, if you lack the necessary knowledge, expertise, skillset, or people on board, this will be another challenge.  Outsourcing all those operations is something to consider.

outsource team

The key takeaways

By now, you should have a good idea of which services to outsource to BPO professionals and how you can choose your best BPO partner. We at FrontLogix provide exceptional outsourcing services for all of your needs. We’re committed to delivering and developing a customer-centric business model that will boost customer satisfaction, improve revenue, and lower costs. We’ll work together to develop strategies that will increase customer loyalty. We will help you make the most of your customer data, create new customer experiences, and optimize your business processes.

[Read Next] Definitive guide to outsourcing services

mid-sized contact center bpo

Bigger or smaller Contact Center BPO: which is better?

Does the size of Contact Center Business Process Outsourcing providers really matter?

How big are your company and your outsourcing needs?

The major decision: bigger or smaller contact center BPO?

There’s one common misconception: the larger the contact center BPO, the better the quality of the service. On the contrary, compared to larger BPO contact centers, mid-sized or even smaller contact center BPOs can provide exceptional and cost-effective services. These smaller players are also more likely to offer tailored, dedicated, and detailed solutions to meet specific requirements. Smaller contact centers usually deliver better outcomes because of the higher levels of staff engagement and offer more customized attention and service to clients.

Contact Center BPO

Excellent service comes from outstanding teamwork

There’s one common misconception: the larger the contact center BPO, the better the quality of the service. On the contrary, compared to larger BPO-contact centers, mid-sized or even smaller BPOs can provide exceptional and cost-effective services. These smaller players are also more likely to offer tailored, dedicated, and detailed solutions to meet specific requirements. Smaller contact centers usually deliver better outcomes because of the higher levels of staff engagement and offer more customized attention and service to clients.

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Slightly smaller team, but immense customer satisfaction

Customer happiness is, ultimately, the most crucial aspect of your business. To achieve this, you must thoroughly research the BPO pool before choosing one to partner with. At the end of the day, regardless of the size, it must produce satisfactory outcomes and deliver the best solutions.

So, does the size of the Contact-Center BPO provider really matter? It most certainly does! It’s one of the most crucial considerations to make at the start of your BPO partner hunt. You are the only one who can say if “bigger is better” or “less is more” is the right approach for your business.

Two man sitting at the office

BPO vs. Contact center: The difference, explained

One of the most commonly asked and frequently searched questions is: How are call centers different from BPOs?

BPO (Business Process Outsourcing) and call/contact center are frequently used interchangeably. People often confuse the services both offer and treat them as if they’re the same thing. Even though these terms might seem related, they are not the same.  Here, we’ll help you learn more about the definitions, fundamental differences, and similarities between call centers and BPO service providers to make more informed selections as you outfit your facility with new technology and prepare to outsource to fulfill customer demands.

What is a BPO?

What are Contact Centers?

A contact center is often an in-house, centralized facility that handles communications-related operations to answer client requests for product or service support or information. Although the modern contact centers include everything from email to chat, instant messaging tools, and video calling, the main focus is telecommunications. Contact centers may also be utilized for other functions, including research, customer service, technical support, medical advice, and more.

Contact centers or Call centers: what’s the distinction?

What are the differences between BPO and Contact Centers?

Functionality & Operations

BPOs handle client relationships and key back-end business tasks behind the scenes. On the other hand, contact centers only operate on the front lines, focusing on interactions between callers and agents and providing customer support by ensuring existing customers are kept happy, or new customers are acquired. While some front-office jobs are shared among the two, contact center employees never handle many back-end processes. Here are a few examples:

  • Market research
  • Sales and marketing
  • Data entry
  • Payments
  • Finance
  • Accounts
  • Management tasks, etc.

Services provided

A call center is a subset of BPO that primarily focuses on telephone calls. BPO, on the other hand, focuses on tasks. While a call center service is essential for direct consumer connection and cultivating a company’s relationship with its clients, BPOs are hired to work on an organization’s back- and front-office work to contribute to reputation management. Interacting with customers may or may not be required. BPOs look after non-core processes to increase efficiency and lower expenses.

BPOs can provide services for the following industries:

  • Finance and Accounting (Accountants, Bookkeepers, and Debt Recovery )
  • Back Office Support (Human Resource Managers, Encoders, Virtual Assistants, Data Entry, and Account Managers)
  • Marketing Operations (Digital Marketers, Social Media Managers, Copywriters, Video Editors, and Graphic Designers)
  • Customer Support (Customer Service Specialists, Telemarketers, Email Support/Chat Representatives, Lead Generators)
  • IT (Software Engineers and Developers, Network Engineers, UI/UX & Website Developers)

Call centers can provide services for the following industries:

  • Billing and Collections (Billing Specialists, Collections);
  • Lead generation (Survey generation, appointment setting);
  • Customer Service (Email assistance, customer care);
  • Technical Support (System Engineers, Network Engineers)

Process Management

Data entry, management, payments, surveys, accounts & finance are part of the back-end process. Contact centers manage only front-office processes, mainly inbound and outbound calls. Among the front office procedures, customer management services like telemarketing, appointment setting, customer care, inbound and outbound sales, market research, technical assistance, and help desk services via social media, phone, email, and live chat.

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What have we learned?

A Cоntact center is not the same thing as BPO. And the difference is quite significant. A contact center is a subset of a BPO that focuses on handling customer-related items.

Contact centers and call centers differ via the communication channels covered: call centers usually just involve phone labor, while contact centers involve many different communication channels.

Business Process Outsourcing examples and best practices

Which is the best example of outsourcing

Business process outsourcing services examples

Reasons for outsourcing

Some of the reasons include the need for flexibility in staffing, cost savings through labor arbitrage, and access to skills that are unavailable in-house. Another reason for outsourcing is that BPO providers typically have extensive knowledge and experience in the areas they offer services. They can often provide a higher level of quality and efficiency than a company could achieve internally.

Outsourcing examples and best practices

Front-office outsourcing examples

  • Cold calling
  • Follow-up calls
  • Scheduling appointments
  • Updating contact list information
  • Onboarding new customers
  • Answering all customer queries
  • Resolving customer complaints, issues, and disputes
  • Payment processing
  • Order processing
  • Upgrades and renewals
  • Scheduling appointments

Marketing, Strategy, Sales, and Research outsourcing

Marketing outsourcing is another typical business process outsourcing example. Many companies (especially  SaaS providers) outsource their marketing services to third-party companies. These third parties include advertising agencies, event management agencies, digital marketing providers, strategic marketing and management agencies, etc. The most common examples of marketing outsourcing services are:

  • Market and competitive research
  • Marketing strategy  
  • Content writing
  • Content creation/production
  • Design
  • CRM 
  • Marketing automation
  • Social media marketing
  • SEO
  • Event management
  • Public relations

Often companies combine sales and marketing outsourcing. This means hiring a BPO (or third-party specialized sales agency) to handle the sales process for them. This example is popular among start-ups or smaller companies with insufficient time or the right people on board. Apart from outsourcing the sales processes, some companies choose to outsource the after-sales services as well. This means supporting the customers after they make their purchases.

Another popular front-office business process outsourcing example is market research. Professional market research outsourcing companies use tailored strategies and specific methods for each client. They have skilled personnel in place to efficiently and effectively conduct the research providing the best possible results.

IT and software development outsourcing

  • Website development
  • Website Hosting
  • Application (software) development
  • Application (software) support or management
  • Database development
  • Database management
  • IT infrastructure & management
  • Team planning and mapping outsourcing strategy
Team planning and mapping outsourcing strategy

Back-office outsourcing examples

 While front-office services are mostly client-facing, back-office services are not. One pretty common example of business process outsourcing is the use of a third-party company to handle payroll functions. Similar to the other examples, by outsourcing the payroll process, a company can save time and money while also ensuring that employees are paid accurately and on time. Payroll outsourcing most often includes:

  • Processing paychecks
  • Tracking vacation and sick days
  • Managing other benefits

Another common back-office outsourcing example is accounting outsourcing. Many companies hire third-party accountants or accounting firms to handle  accounting services, including:

  • Cost Accounting
  • Accounts Receivable/Accounts Payable Management
  • Tax reporting and filing
  • Bookkeeping
  • Financial statements and reports
  • Financial planning, analysis, and strategies

HR outsourcing is also one of the most popular back-office outsourcing examples, where a company transfers management and responsibility for certain HR functions to the external provider. Popular HR outsourcing options available to employers include:

  • Monthly HR support
  • Strategic HR Initiatives
  • Employee Engagement
  • Employee data management
  • Benefit and leave administration
  • Relocation services (international and domestic)
  • Recruiting and hiring operations
  • Learning and training services
  • Reporting and analytics
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The right BPO option for your company

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Тhe definitive guide to outsourcing services:

A complete guide to all the outsourcing services FrontLogix offers, plus everything you need to know about FrontLogix


What this guide is all about

Outsourcing some of your non-essential work will undoubtedly help you out in the long run. No matter how big or small your goals are.

In this guide, you’ll get key takeaways in many areas of Outsourcing, CX Innovation & Strategy, and Technology Services. But most importantly, you’ll understand the services FrontLogix covers and the value we can provide your business.

  • Collaborates with businesses to create strategies that drive customer loyalty
  • It helps businesses make the most of their customer data
  • Creates positive new customer experiences

We cannot stress enough how important it is to invest in better customer service.  Your business will reach new heights by building better relationships with customers. You’ll gain more satisfied customers who stay happy for more extended periods of time—all while saving time and money


Customer care outsourcing services

You already know the importance of providing excellent customer service at every turn in the customer journey. Maintaining a top-notch CX team in-house can be costly. Outsourcing customer care will let your company use multilingual omnichannel support, bilingual agents that will handle all inbound and outbound calls, non-verbal client communication support, and a wide range of other customer services. By outsourcing your customer service, you’ll:

  • Easily build customer trust – you’ll lower the wait time, decrease unanswered questions and help your customers in a matter of minutes and not in hours (or god forbid) days.
  • Efficiently scale your customer experience function – you’ll don’t need to recruit and hire new people, as you’ll have our agents at your disposal 24/7
  • Build a brand that customers love – your customers will feel heard, appreciated, and, most importantly, taken care of, so you’ll be able to give them yet another reason to love your brand even more.
  • Save money and time – you’ll be able to enjoy some big-time savings as the BPO partner will handle everything for you. Read more here.
Woman coding software

FrontLogix Outsourcing Services

FrontLogix’s biggest and most important goal as a BPO provider is to transform customer engagement into customer loyalty and increase customer lifetime value. We firmly believe that combining data-driven and customer-driven experiences brings the highest value and ROI. There are several ways this can be achieved, and we’ve listed all of the services FrontLogix offers for small, midsize, or large businesses:

a) Client Services

  • General Customer Experience (CX)
  • Sales and lead Generation
  • Billing Support
  • Technical Support
  • Customer Success Management
  • Sales Support

a) Digital Support

  • Email
  • Chat
  • SMS
  • Social Media
  • In-App Messaging


Client Outsourcing Services

Without a doubt, delivering mind-blowing customer experiences is one of the hardest yet most important parts of every business.  The sale is only the first step. Taking care of customers and increasing CLV is the key to long-term success. The latest trends are shifting companies from profit-centric to customer-centric. But building a customer-centric business model along with a great customer experience requires a company-wide commitment and trustworthy partners. This is precisely what FrontLogix offers.

Exceptional Customer Experience (CX)

Providing an amazing Customer Experience is what we do best and what we’re most proud of. We’ll put your brand and your people first. The better experience your customers have, the more repeat customers, referrals, loyalty, and positive reviews your business will have.

Think of the CX as the holistic perception your customers have of your brand – every interaction they have, from navigating the website to talking to the support agent, will impact their brand perception and, ultimately, their decision to come back to you or not. FrontLogix is here to make them come back and bring their friends along. Our custom-tailored support helps you capture more leads and improve conversion rates. Because we genuinely care about your customers’ feedback, having the highest CSAT is the core of everything we do. We aim to keep on reducing your TCO so you’ll be able to meet all your business needs.

Sales and Lead Generation Outsourcing Services

Generating sales leads is one of the critical parts of any successful business. Attracting, nurturing, and converting leads into existing customers is one of the biggest challenges companies face. FrontLogix can help you generate more and more quality sales by:

  • Having remote sales development reps
  • Finding the right contacts to attract
  • Building your email databases
  • Calling and emailing the prospects
  • Setting up introductions and booking qualified sales meetings

Our professionals will help you nurture and convert leads, and they’ll be there for you to help you grow and make sure you always have great and happy customers.

Contact Center Support services

Contact center agent providing support services

Billing Support Outsourcing Services

FrontLogix offers billing services and support for your business. Everything from account information, updating details, bills, payment guidance, postage funding, purchase power, and other account management topics – we’re here to help. Effectively and efficiently. A dedicated support Desk will handle your customers’ queries, and a FrontLogix representative will immediately and comprehensively respond to your customers.

Technical Support Outsourcing Services

Deriving maximum value from your software and having high-end Technical Support adds value to your business, product, or service. FrontLogix has a team of highly experienced technical support representatives who are ready to help, support, maintain, and enhance your software, product, or platform and obtain the best customer experience.  We also include remote troubleshooting, installation and usability assistance, process monitoring, and optimization.

Customer Success Management Outsourcing Services

Positive customer relationships, and incredibly positive customer feedback, are something every business depends on. Particularly companies that provide solutions through a SaaS format. So, as a business owner, it’s up to you to set your business goals, and it’s up to us to help you move toward the ever-evolving desired outcome. The FrontLogix team’s ultimate goal is to help you be as successful as possible for as long as possible.

Today, traditional account management is a thing of the past, and customer success-driven growth is here to stay. FrontLogix will approach each of our clients individually by:

  • Analyzing and Segmentation;
  • Setting up and managing the expectations;
  • Leveling up the communication
  • Measurement of the operations and results

We’ll provide experienced Customer Success Managers (CSM) that will track established success metrics by monitoring specific customer KPIs and the likelihood of churn in addition to other indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). What we truly care about is maintaining and increasing your customer base.

Sales Support Outsourcing Services

Like you,  FrontLogix also loves CLOSING DEALS! FrontLogix will help you find sales opportunities and do all the background work so that your sales reps are free to focus on selling.  Our people start working even before your salespeople meet your potential customers. With the help of automation and digital tools, we gather, analyze, and sort all the relevant data for your sales team. And after closing the deal, FrontLogix’s work really starts! We’ll continue our work with customer outreach and follow-up, ensuring we deliver a mind-blowing customer experience!

Agent providing digital support outsourcing services

Digital Support Outsourcing Services

While every business and brand is unique, so are the customers. Knowing them means asking questions, listening to their responses, and acting on their feedback to create an excellent customer experience. To help you achieve all this, FrontLogix’s top priorities are:

  • Implementing a system for collecting feedback, analyzing it, and acting on it while solving specific problems and answering specific needs
  • Combining customer preferences and data intelligence with cutting-edge technologies and white-glove service to deliver consistent and mind-blowing omnichannel customer engagement, actionable analytics, personalization, and overall customer experience

Our omnichannel presence helps brands connect with customers anywhere and anytime. We provide support via Email, Chat, SMS, Social Media, and In-App messaging.

Email

When it comes to customer service emails, it’s important to stand out! FrontLogix emails do exactly that. We sound natural, friendly, and eager to help—just how we’d talk to the customers if they were standing right there. Maintaining the quality of each email is a challenging job! FrontLogix, driven by customer-centric culture, knows the importance of quality emails, which is why we never compromise. Customers will always get the attention they need and desire without spammy sales or irrelevant information clogging their inbox.

Chat

Without a doubt, chat is the fastest way to support customers, especially when they’re already on their devices. This helps resolve problems as they appear, providing answers within seconds. Being fast and convenient adds up to an amazing customer experience.

SMS

Targeting those who don’t use the live chat, FrontLogix also offers SMS customer service and support – providing relevant answers and solutions to your customers via SMS text messaging in real-time – right into the customer’s native text messaging app.

Social Media

Meeting the customers right where they are is another very important part of the customer-centric culture. And most of them are on Social Media. No matter the channel, FrontLogix offers responses through social channels, quickly and conveniently. Because solving an issue right away is the most important part of awesome customer support.

In-App Messaging

No matter if the customers need onboarding, technical support, or simply to be welcomed or engaged, FrontLogix is here to assist.  We’ll identify the user’s pain points, assist them moving forward, and facilitate various customer support processes and scenarios with our in-app messaging. We seamlessly support massaging platforms like WhatsApp, Facebook Messenger, Apple iMessage, WeChat, LINE, Telegram, Skype, and many more.

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bpo meeting

Finding and choosing the right BPO partner

What you need to know before choosing the best BPO partner to outsource your business operations in today’s challenging times

Choosing a CX BPO Partner: The checklist


The Covid 19 pandemic and the business world’s tipping point

The solutions haven’t been easy: both are challenging and require a lot of organizational and people management skills to implement. BPOs have had to adapt to the new normal as well as diverse client needs. In order to choose the best BPO partner, companies have to sift through hundreds of BPOs,  find the perfect solution that fits their unique needs, and ensure the BPO can take over without a messy transition. Companies rarely have the resources or experience to support a thorough selection process. Companies pick an ill-suited partner that often causes far more issues than it solves.

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10 items to tick off before choosing a BPO partner

At a minimum, selecting a BPO means making a cost-effective deal, negotiating a solid contract, establishing the scope of work, planning the knowledge transfer and training, implementing specific technology solutions, and starting the business cooperation. None of this process can be outsourced, and it’s a significant investment in time and resources.

1. Be aware of the services you want to outsource and look for partners that have deep experience with those precise services

There are hundreds, if not thousands, of BPO companies offering all sorts of services. Look only for the ones that suit your business needs and will help you achieve your business goals. By narrowing the search, you can avoid getting lost in the ocean of BPO providers and ending up with one who is a bad fit or lacks the necessary experience. If you need digital or tech support, look for BPOs with experience in supporting software and glowing testimonials from these kinds of clients. Another important thing to look for is omnichannel BPOs that have experience helping companies transition to digital support.

If you need more than just one service outsourced, the best approach would be to look for a BPO that offers a wide range of services. That way, you’ll be able to get the most out of your BPO partner at a lower cost.

Front-Office vs. Back-Office Outsourcing

2. Be aware of your overall business goals and prepare a clear and detailed scope of work

Knowing your overall business goals and the path to reach them is crucial. Start by identifying the core problem you have and a clear roadmap for solving the problem. . While a BPO may provide valuable insight, and no one knows your business as well as you do. Once you identify the problem, a potential solution, and the exact services you need outsourced, the search gets much easier and faster.  The more specific your goals and roadmap, the better the partnership will be. An experienced BPO can also work with you on designing the right solution to solve the business problem.

3. Be savvy about choosing the right outsourcing partner

It’s easy to identify the “biggest players” in the market and pick one of them. Be aware that numerous smaller BPO companies might better fit your needs. With just a little research into the market, you could be surprised how many smaller BPO partners you find that might be perfectly suited to your situation.

4. Be thorough, categorize and cross-reference

Make your list of potential partners based on the BPO’s size, geographic location, channel availability and capability, responsiveness, experience, number of employees, clients worked with, and overall client relationships. Those relationships are the most critical pillar to look for. Once you have all the “pros and cons,” you will be able to make an informed decision.

Team working together

5. Be aware of the costs and make the most cost-effective deal

Before committing to a BPO partner, you need to estimate how much you will invest in outsourcing the required services. Even if you have a bigger budget, be cost-effective (this is yet another thing that the pandemic taught us). This doesn’t mean you can cut corners or, even worse, compromise on quality.

Once you know the precise services you need outsourced and the BPO players out there, you’ll be able to negotiate the best deal. However, make sure to communicate the budget and your expectations. When comparing the costs of a BPO to your in-house operational costs, conduct a thorough analysis. For example, you aren’t saving only on the expense of employee salaries. You need to factor in all the overhead costs, i.e., rent, utilities, recruiting, training, etc., as well as the costs for support from other internal departments. This is another reason why BPO will be able to provide a very cost-effective solution in most cases.

6. Be focused on finding a customer-centric company

Understanding customer behavior and improving customer experience at each customer journey stage is crucial for every business. You need to partner with a BPO company that will understand your customers’ behavior, know how customers interact with your brand, and how they make their purchase decisions. And because your customers are the ones who choose where, how, when, how often, and in what manner they will interact with you, you need a partner who will respond adequately, that will be present and interact at any given time, and grab customers’ queries and answer their questions seamlessly.

7. Be encouraged by technology-embracing BPO companies

Technical expertise and access to the latest technology are among the crucial elements you should be looking for in your next BPO partner. Many businesses overlook technical expertise, but you should never choose a BPO partner with limited tech experience or who is experienced in limited technologies. Usually, the quality of the outsourced services is higher if the BPO company has expertise in more customer engagement technologies.

8. Be vigilant and look for GDPR-compliant companies

And we cannot stress this enough, especially if you’re in the SaaS industry or work with customer data. You need to be fully aware of how the BPO will collect or share information, how it will be stored and managed, and the plan to protect it and abide by relevant regulations.

9. Be flexible and choose a partner who will be as flexible as you are

Flexibility is vital on both ends. However, your potential BPO partner’s end is a bit more critical. They must be aware that you might have rapidly evolving requirements or that urgent problems may arise. Your flexibility matters, but theirs is crucial. Especially if your time zones are different, you need to rely on their responsiveness and support at any given time, so be sure to state this loud and clear in the selection process.

10. Sign a non-disclosure agreement to protect your intellectual data

In the digital era, the most valuable asset is data. So be sure to protect yours. When outsourcing, you will have to share sensitive information with your partner along the way, so you must be 100% sure that your business’s privacy and data security is well-protected. If sensitive information is mismanaged, all of your data can be at risk.  Along with signing the non-disclosure agreement, make sure that the partner you choose will have the highest level of security, does frequent security audits, and uses powerful tools to protect your sensitive data.

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Congratulations, you have now chosen a BPO partner to work with. Here are the final two items you need to check to make sure you have a productive and long-lasting relationship with your chosen partner.

1. Choose the team you want to work for you

Always hire the best people with the best skill set to do the work for you. Conduct short interviews with the team members. This will help you learn their hard and soft skills, and you’ll get a chance to get to know them better and the performance you can expect. This can really help you understand if that is the right team you are looking for. 

2. Don’t be a control freak

You’ve chosen to use an outsourcing partner, and you have to trust them. That’s why you didn’t build an in-house team, after all. Keep in mind that dedicated teams from your BPO partner have all the necessary experience and a variety of ready-to-go solutions to help you achieve your goals. Focus on what you’re best at, and let them do the same.


In the end, a BPO partner is a good fit for every business. Finding one means defining your goals, visualizing a roadmap, asking the right questions, committing to transparent and flexible communication, and trusting each other’s experience and skill set.