FrontLogix | Beyond Customer Care


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Evaluating Your BPO Provider: Are You Truly Satisfied?

It’s no wonder that outsourcing has become a cornerstone of efficiency and scalability for many organizations. Given that Business Process Outsourcing (BPO) providers offer a wide range of services, from customer support to back-office operations, enabling companies to focus on their core competencies while delegating non-core tasks to specialized professionals.

However, amid the myriad of options available, the question arises: Are you truly happy with your current BPO provider? In this blog post, we’ll explore the critical factors to consider when evaluating your BPO provider and ensuring they meet your expectations for success.

Magnifying Glass on Top of Document with Charts

Assessing Performance Metrics

One of the first steps in evaluating your BPO provider is to assess their performance against key metrics and benchmarks. Are they meeting or exceeding agreed-upon service level agreements (SLAs)? How do their performance metrics compare to industry standards? By analyzing metrics such as response times, resolution rates, and customer satisfaction scores, you can gain valuable insights into the effectiveness of your BPO provider and identify areas for improvement.

Gauging Reliability and Consistency

Reliability and consistency are essential qualities in a BPO provider. Can you depend on them to deliver consistent results day in and day out? Do they have robust contingency plans in place to address unforeseen disruptions or emergencies? A reliable BPO provider should demonstrate a track record of stability, resilience, and adaptability, ensuring uninterrupted service delivery and peace of mind for their clients.

Evaluating Communication and Transparency

Effective communication is the cornerstone of a successful partnership with a BPO provider. Do they provide regular updates and insights into their operations? Are they responsive and proactive in addressing your concerns and queries? Transparency is also crucial—do you have visibility into their processes, performance, and pricing structure? A BPO provider that prioritizes open communication and transparency fosters trust and collaboration, laying the foundation for a mutually beneficial relationship.

People in a middle of a meeting

Reviewing Scalability and Flexibility

As your business evolves and grows, your BPO needs may change as well. Does your current provider have the scalability and flexibility to accommodate your evolving requirements? Can they quickly adapt to fluctuations in demand or changes in business priorities? A BPO partner that offers scalable solutions and flexible engagement models empowers you to respond effectively to market dynamics and seize new opportunities with confidence.

Cultivating a Culture of Continuous Improvement

Continuous improvement is a hallmark of excellence in any partnership. Does your BPO provider demonstrate a commitment to ongoing innovation and optimization? Do they actively seek feedback from their clients and implement measures to enhance their services continually? By fostering a culture of continuous improvement, a BPO provider can drive efficiency gains, cost savings, and performance enhancements that benefit both parties.

FrontLogix can increase your service levels by over 20%

Claiming the title of the world’s best BPO might be a stretch, but hey, we’re aiming for the stars anyway! And if actions speak louder than words, let our numbers do the talking. Check out what we’ve accomplished for just one client in under a year:

  • Revenue increase: 37.54%
  • Order count increase: 40.68% 
  • Increasing headcount: 50%
  • All types of calls increase: 32%
  • WFM visibility in real-time adherence (currently at 90%)

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.


In the pursuit of business success, it’s easy to fall into the trap of prioritizing customers above all else. In the ever-evolving landscape of business outsourcing, the relationship between a company and its BPO provider is integral to success. By carefully evaluating your BPO provider based on factors such as performance metrics, reliability, communication, scalability, and continuous improvement, you can ensure that they align with your business objectives and contribute positively to your bottom line. Remember, your satisfaction with your BPO provider should not be a passive acceptance of the status quo—it should be an ongoing dialogue and collaboration aimed at achieving mutual success.

FrontLogix not only delivers remarkable results but also creates deep and meaningful relationships. Our clients aren’t just partners—they’re friends!

Get in touch today!

Employee pointing to key metrics.

Premium CX services without the premium price. How does FrontLogix do it

In the business world, there’s a common dilemma for companies aiming to be known for both great prices and high-quality services.

The truth is that these two concepts often clash in clients’ perceptions. 

Higher prices can reflect the cost of specialized expert knowledge or advanced technology, positioning the business as a premium solution provider. 

On the other end, competitive pricing can demonstrate value-driven solutions, enabling businesses to gain a competitive edge.

However, many believe that lower prices often result from reduced costs, and such cost-cutting may imply compromised service quality.

Challenging this belief isn’t easy, but it’s achievable.

How did FrontLogix establish a reputation for having premium services without the premium price?

Two contact center employees speaking on their headsets.

1. Prioritizing talent pool quality over mere cost considerations

Organizations are defined by their people. This truism is even more relevant when exploring offshore outsourcing, where the potential benefits of cost-saving come with the challenges of navigating cultural nuances. 

Differences in communication, behavior, and business practices can hamper collaboration. Also, what’s considered good quality in one culture might be seen as just okay or not good enough in another.

FrontLogix has always recognized this dynamic. While we acknowledge the benefits of cost-effective offshore outsourcing, our commitment remains to quality service and skilled talent.

2. Strategically choosing North Macedonia for our delivery center

In our effort to balance cost-effectiveness and high-quality service, we had a clear objective: find a location and team that aligns with FrontLogix’s standards. After thorough research, North Macedonia stood out as our top choice for a key delivery center.

Here’s why:

  • Educational Excellence: N. Macedonia is home to a large number of intelligent, well-educated, and dedicated young professionals. Many have earned their bachelor’s degrees, with a significant number also holding post-graduate degrees and even Ph.D.s.

 The strong educational system, coupled with a cultural emphasis on lifelong learning, has produced a workforce that’s not only skilled but also highly educated and adaptive to the evolving demands of the global market.

  • Language Proficiency: In 2007, North Macedonia’s education system made English a mandatory subject from the first grade. As a result, many now speak both their native language and English fluently, with a third language being taught in schools as a mandatory third language, though the specific language is optional.
  • Low Cost of Living: As a non-EU member, North Macedonia’s cost of living significantly undercuts that of its Western European counterparts. This translates to competitive labor costs—economical in contrast to 85% of European nations.
  • Political Stability: North Macedonia, a member of NATO, provides a secure and stable setting for both its residents and investors. This membership assures safety and builds a trustworthy environment for businesses and investors looking to operate in the area.

3. FrontLogix’s proven WFM experience

FrontLogix draws from a rich 20-year history in Business Process Outsourcing (BPO) and Workforce Management (WFM) innovation. 

It was built on the foundations of 800 Direct, a BPO company that provided 24/7 contact center and customer relationship management services to Fortune 500 companies; and Monet Software Inc., which introduced the industry’s first cloud-based workforce optimization solutions for contact centers (acquired by Verint Systems in 2019).

This rich backdrop in the contact center space was instrumental in creating FrontLogix, positioning us as a next-generation CX BPO, fundamentally rooted in WFM principles.

Employees discussing a project at an office meeting.

4. How our experience translates into cutting costs

Our longstanding experience means we’ve mastered the intricacies of Workforce Management (WFM) systems. This mastery allows us to set up these systems properly, which in turn provides us with accurate data to anticipate staffing needs. Good data hygiene is essential to create a clear staffing roadmap.

Using this knowledge, we can make informed decisions regarding the number of outsourced agents we allocate for our clients. In periods when there’s a surge in demand, we can quickly ramp up the number of agents to handle the increased workload. On the other hand, during quieter phases, we scale down without compromising efficiency.

This approach allows us to provide the best value to clients. By optimizing agent counts based on real-time demands, we guarantee both operational excellence and optimal cost management for our clients.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

FrontLogix specializes in delivering top-tier Workforce Management and Customer Experience outsourcing solutions, designed to strengthen customer relationships. Our services are aimed at rapidly boosting your company’s sales, revenue, and overall success. Get a quote.

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.


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!

Agents with headsets in an call center

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

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

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.

Managers analyzing customer engagement metrics displayed on a document

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.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

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.

Call Center Outsourcing Solutions - FrontLogix

What are the benefits of offshore outsourcing

Wondering why you’d go for offshore outsourcing instead of keeping it local? Sure, it might seem a bit out there to send work across the ocean, but there are some pretty solid reasons why going offshore can actually work out better for you.

But, before we dig deeper into the benefits of offshore outsourcing, we need to look into the difference between onshore, nearshore, and offshore outsourcing.

Basically, 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.

Jump to:

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

    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.
      Onshore outsourcing pros and cons

      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?

        Nearshore outsourcing pros and cons
        • 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.

        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.
          Why is North Macedonia one of the best outsourcing destinations
          • 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.
          Offshore outsourcing pros and cons

          Drawing a 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. This is particularly the case with emerging and developing countries.

          Also, hiring an offshore BPO will provide you access to a global talent pool, with high availability of specially qualified, skilled, and motivated people who operate fast and efficiently.

          FrontLogix is an offshore outsourcing provider that offers exceptional 24/7 Customer Experience, Customer Success Management, Sales Generation and Support, Billing, Software Technical Support, Workforce Management Services, and various Digital and Back-office Services.

          6 simple yet powerful strategies to improve customer retention

          Can you remember the last time you re-engaged with your customers and tried to win them back?

          These strategies will do exactly that and more.

          Technical Support Outsourcing Company - FrontLogix

          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.

          Woman discussing an outsource strategy plan, pointing on a whiteboard

          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.

          Two girls looking at an outsourcing strategy document

          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.

          6 simple yet powerful strategies to improve customer retention

          Can you remember the last time you re-engaged with your customers and tried to win them back?

          These strategies will do exactly that and more.

          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. Contact us today to discuss your needs.

          [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 is your company and what are 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.

          Agents with headsets in a 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.

          6 simple yet powerful strategies to improve customer retention

          Can you remember the last time you re-engaged with your customers and tried to win them back?

          These strategies will do exactly that and more.

          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?

          Employees in an open plan office, working on computers

          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.
          A woman smiling while talking on a cell phone

          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.

          6 simple yet powerful strategies to improve customer retention

          Can you remember the last time you re-engaged with your customers and tried to win them back?

          These strategies will do exactly that and more.

          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.

          Four colleagues discussing charts

          Business Process Outsourcing examples and best practices

          Which is the best example of outsourcing

          Team discussing 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

          6 simple yet powerful strategies to improve customer retention

          Can you remember the last time you re-engaged with your customers and tried to win them back?

          These strategies will do exactly that and more.

          The right BPO option for your company