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Frequently asked questions

Business process outsourcing

BPO is a short-term for Business Process Outsourcing – one company hiring another to outsource  specific business operations. . Read more here about BPO

Outsourcing operations can significantly increase cost-efficiency. Your company and employees can focus on core business activities and achieving your primary goals. Read more here.

There are many steps to be covered while choosing what services need to be outsourced. Another important step is choosing the right BPO partner.
Read more here. 

Call center

Call center outsourcing is the practice of forwarding your customer care and support to an external third-party vendor to handle all customer interactions on your behalf.

Call and contact centers both provide customer service and inbound and outbound outreach, but the main difference is their communication channels. Call centers focus primarily on telephone communication. You can learn more about the difference here. You can learn more about the difference here.

A call center is not the same thing as BPO. And the difference is quite significant. A call center is a subset of a BPO that focuses on handling customer-related queries. Read more details here. Read more details here.

When choosing a BPO provider, there is much to know and be aware of, just like when selecting any other business partner. Most importantly, you have to see the scale of your outsourcing needs. Here you can find out more about choosing a larger or smaller BPO.

Outsourcing

You need a defined outsourcing strategy to determine which services can be handed over to an outsourcing partner with as little disruption to your core activities as possible. You can read more here. You can read more here.

BPO companies can be structured differently; one possible differentiation depends on the BPO’s operating location. The three most common outsourcing practices are Onshore, Nearshore, and Offshore.
Here you can learn more about these types of BPOs and Offshore outsourcing advantages and benefits.

Engagement capacity gap

The customer engagement capacity gap is the difference between your available resources to meet customer communication demands and the rapidly growing volume of customer interactions over various communication channels. We have more about the customer engagement capacity gap here.

Closing the customer engagement capacity gap is complex and requires much work and resources. The most important thing you need to do is to create new, better, and faster ways to connect with your consumers and provide exceptional customer success and customer experience. Here you can find more details about closing the customer engagement capacity gap.

Customer experience

Customer experience is incredibly important for your business. It improves the Customer Lifetime Value (CLV), builds goodwill, and increases loyalty and brand advocacy. Here you can read more about the importance of a good customer experience.

There are a few ways you can improve your customer’s experience. The most important one is having a dedicated team of excellent Customer Experience Representatives (CXRs) who will always take proper care of your customers. You need to provide fast and efficient help for your customers and offer an omnichannel experience. 
Here you can find out how you can improve your customer experience.

Customer experience aims for happy, satisfied, and returning customers who share your brand with others and become your loyal buyers and brand advocates. You can learn more here.

Yes! Having happy customers means returning customers, which means more sales and business growth. Read more here.

It absolutely is. And you must measure it. That way, you’ll always know your performance and areas you’ll need improvement in.
Here you can read more about measuring customer experience.

Customer Success Management

Customer success management combines client relationship management with a business strategy that uses your product or service to help customers achieve their goals.
You can read more about Customer Success management here.

A customer success manager (CSM)  guides your customers throughout their customer journey with your brand. CSMs assist in the transition from sales prospects to active users of your products. Most importantly, they are committed to developing long-term client relationships. Find out more about CSM and its role in a business here.

Customer success management increases your company’s chances of retaining customers by proactively addressing potential issues and recognizing customer needs. Customer success management can reduce churn, improve retention, increase renewals, and grow revenue if done effectively. 

Lead Generation

Marketing prepares leads for sales. Sales and marketing should collaborate closely to create a strategy that seamlessly transports the customer through the entire journey and purchase cycle – from initial awareness to closing the deal.

It is difficult to maximize growth and revenue without leads. Lead generation increases a company’s visibility, credibility, trust, and interest among specific groups predisposed to purchase your product or service  (potential leads).

Lead generation captures and stimulates interest in a brand’s product or service to develop a sales pipeline. Lead generation enables businesses to nurture prospects until they are ready to buy.

Every business should create an intentional lead generation strategy to discover good leads. This is not one-size-fits-all. There are some generic strategies, but an individual approach is a must. One of the most important things is delivering a good customer relationship through regular customer care calls.

Software technical support

Software support provides assistance, advice, and solutions for computer software problems (e.g., operating systems or application malfunctions). Investigating issues, determining root causes, and recommending solutions and/or paths ensure clients feel well taken care of and are a fundamental aspect of customer experience.

Technical support includes the maintenance, management, and repair of IT systems. Tech support also includes diagnosing software or hardware problems and resolving them over the phone or in person. Some of the typical technical support responsibilities include:

  • Installation and configuration of computer hardware, operating systems, and applications for a business
  • Maintenance of computer networks and systems
  • Identifying and resolving hardware or software issues
  • Quality Assurance and testing of new technologies
  • Documenting all customer tech inquiries
  • Call log analysis to identify any underlying issues or trends
  • Responding to call-outs as soon as possible
  • Writing technical documentation and more

Customer Acquisition

The process of identifying and targeting prospective buyers, guiding them through the sales funnel, and converting them into paying customers is known as customer acquisition.

Customer acquisition strategy refers to the measures taken by a company to reach out to new customers and persuade them to buy a product or service. Reaching out to new customers is known as acquisition, and convincing them to buy is known as conversion.

Customer acquisition is inextricably connected to business expansion. Indeed, it is critical for company development in the market to attract new clients and increase revenue. More clients equal more income, which equals more profit for the company.

You can calculate customer acquisition costs by using the CAC Formula. Customer Acquisition Cost = Sales and Marketing Cost / Number of New Customers Acquired. Read more about calculating important KPIs here.

Back Office Support

The back office consists of administration and support personnel who do not interact with customers but perform vital functions for the company. Even though back-office roles are not directly customer-facing, they are still closely related to improving and enhancing the customer experience.

In essence, the back office can be a part of BPO, much like the front office. A company can decide to either outsource front- or back-office operations.

Front office operations are frequently customer-facing and involve direct contact with customers or clients. Back-office procedures are more administrative or support-oriented and take place behind the scenes. The call center or sales department is the most common front-office example, while accounting or human resources are the most common back-office examples.

Front office employees are the ones who are seen or heard by customers first. The most common example is the call center. In addition, to call center agents, front office operations include in-store or branch sales and service representatives.

Front-office teams seek new clients and business opportunities. In contrast, the back-office teams focus on product or service development and other administrative operations.

Billing Support

In general, billing support assists with creating invoices for products and/or services. Billing support also helps create credit and debit memos, allows for the cancellation of previously posted billing documents, and aids in transferring billing document data to the accounting teams.

Digital support

Customer service delivered via digital channels such as email, chat, mobile apps, or social media is known as digital support. Digital support enables customers to interact with businesses via smartphones, tablets, and computers.