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.
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.
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%)
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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!
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.
The 3 types of Business Process Outsourcing (BPO) based on location
Following the extensive analysis of the Pros and Cons of Business Process Outsourcing, 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, ordomestic 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.
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
Seven benefits of offshore outsourcing are listed below:
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.
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.
Does the size of Contact Center Business Process Outsourcing providers really matter?
Well, this can be quite a difficult question. When choosing a BPO provider, there is a lot to know and be aware of, just like when choosing any other business partner. In this guide, you will learn whether you should go with a mid-sized (or smaller) Contact Center BPO over a larger one, and if and why the BPO’s size matters.
How big is your company and what are your outsourcing needs?
The size of the contact center BPO provider depends on the size of the organization looking for those services. Companies often choose the wrong-sized outsourcing partners as they fail to anticipate their outsourcing needs. If you held a party for 100 people and only planned for 50 you would have a lot of hungry guests and overworked waiters. If you planned for 500, you would have food going to waste and staff being paid to stand around. Either way, your party would be a flop.
It’s more or less the same in Business Process Outsourcing. You need to have a clear idea of the >>what<<, the >>how<< and the >>how much/how many<< so you can successfully choose a BPO partner that will be able to deliver appropriately.
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.
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.
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?
Before we dig deeper into comparing BPO and Call centers, it’s absolutely crucial to know what each of these organizations is before comparing and contrasting. The BPO is hired to complete the work that another company may not have the time or resources to address during regular business hours. BPOs are often hired to cut costs and free up time. Partnering with a BPO is frequently significantly lower in cost than directly employing in-house personnel to perform the same tasks – mainly because BPOs are often based offshore. While the BPO takes over some administrative functions, the in-house staff can focus on the essential work.
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?
Both call centers and contact centers provide customer service and inbound and outbound outreach, but the communication channels differ. While call centers are limited to phone calls, contact centers use various integrated channels. As customer service personnel, call center agents respond to consumer inquiries via phone, and they may also perform services like telemarketing, debt collection, billing, and other customer-related tasks. Unlike call center agents, contact center agents connect with consumers through various channels, including instant messaging, phone, applications, text, email, and social media. Here you can learn more about the difference between a Contact center vs Call center.
What are the differences between BPO and Contact Centers?
Now, we’re ready to clarify the main differences between BPO and contact centers. A BPO offers a variety of functions, including contact center services. A contact center can be considered a subset of a BPO’s provided services. The main differences can be structured in functionality and operations, service providing, and process management.
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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Can you remember the last time you re-engaged with your customers and tried to win them back?
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 include tasks such as call center services, human resources management, accounting, payroll, customer service, marketing, and information technology. There are many reasons why companies outsource their business processes. Mainly because optimizing the business processes is both crucial and challenging to manage in-house. By outsourcing these processes to a third party, companies can save time, reduce costs, improve efficiency, focus on their core competencies, and gain a competitive advantage.
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
Business process outsourcing (BPO) handles both front-office and back-office service outsourcing. For easier understanding, we’ll group all outsourcing examples and best practices into front-office outsourcing and back-office outsourcing examples.
Front-office outsourcing examples
The first and probably the best example of business process outsourcing is customer care outsourcing. Both outbound and inbound calls and digital customer experience (CX) services are part of customer care outsourcing. Companies are increasingly using customer care outsourcing services to provide better CX and support, which in turn helps them retain customers. Many companies outsource their customer care services to countries with cheaper labor costs. The most common examples of customer care outsourcing are:
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
Another common BPO focus is IT and software development outsourcing. Even big companies like IBM and Microsoft outsource some of their IT and software development to countries where it’s easier to find skilled programmers at lower prices. The most common examples of IT and software development outsourcing include:
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
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?
At FrontLogix, we offer various BPO services that can help you streamline your operations and improve your bottom line. Above all, we have years of experience in the industry, so you can be sure that we will provide you with the best possible service. We’ll work together to develop customer loyalty tactics. We’ll assist you in making the most of your client data, developing new consumer experiences, and streamlining your business operations. In conclusion, you’ll have more satisfied customers who stay happy for more extended periods of time if you invest in superior customer service—all while spending less time and money! Contact us today!
What does Business Process Outsourcing (BPO) mean, and why do companies outsource their business processes? There are a variety of reasons that justify partnering with a BPO company. You can save time, cut costs, improve efficiency, and focus on your core competencies by outsourcing some non-essential processes to a third party. Here, you can find some excellent and detailed BPO examples.
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.
FrontLogix Outsourcing Services
You might, at this point, still wonder what the difference between BPO and contact centers is. You’re not alone. This is one of the questions we are most frequently asked. Even though these two terms might seem related, they are not interchangeable.
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:
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
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!
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 messaging platforms like WhatsApp, Facebook Messenger, Apple iMessage, WeChat, LINE, Telegram, Skype, and many more.
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?
In need of BPO services? Contact us today to discuss how FrontLogix can help streamline your business operations with our specialized outsourcing solutions.
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
Now that you know all the pros and cons of outsourcing, you’ve decided it’s time to outsource some services. Great! But how do you decide on the best BPO to outsource your operations? How do you know what to look for in a partner? Luckily, this article covers it all. We combined all the essential bits and pieces into a simple 10-item list. This way, you’ll be able to choose the best and most trustworthy partner (especially important at a time as challenging as now).
The Covid 19 pandemic and the business world’s tipping point
2020 and 2021 were challenging for many businesses, both big and small. Lockdowns and country-wide shutdowns have pushed some companies to pursue work-from-home models. In contrast, others have turned to Business Process Outsourcing (BPO) as a solution for continuing their operations.
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.
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.
However, if you need to outsource services like data entry, finance, accounting, or HR, you should focus on finding a BPO that offers back-office outsourcing. Ideally, you should find one that offers both the most efficiency and value-add.
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. Larger BPOs do not always indicate higher quality
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.
Smaller BPOs are often more flexible and able to adapt to your specific business needs. They are often more agile and able to pivot quickly to changes in your industry or company, whereas larger BPOs may have more bureaucracy and red tape that can slow down decision-making processes.
Also, smaller BPOs may offer more personalized service and attention to your business, and may be more cost-effective, as they may have lower overhead costs and can pass those savings onto the client – you.
4. Be thorough, categorize and cross-reference
Look for companies that match your specific criteria and have experience in your industry. You’ll want to find a partner with a reputation for delivering quality work and meeting deadlines. Once you’ve identified some potential candidates, it’s time to evaluate other important aspects, such as:
their experience and track record
access to talent
recruitment processes
employee turnover rates
supervision techniques
the technology they are using
what metrics they measure and how
the time zone they cover
cultural compatibility
fluency in your customers’ language
company culture and values
compliance and quality standards policies and practices
cybersecurity protocols to ensure the protection of intellectual property and customer confidentiality.
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.
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?
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.
It has been a genuinely challenging couple of years. The COVID-19 pandemic has had a harmful impact on almost every business in every industry across the globe. The global country-wide lockdowns have created a “new normal” working environment, forcing companies to introduce and exploit remote working possibilities. Now more than ever, companies face challenges beyond surviving in the market. The priority has been keeping their employees safe during the pandemic and simply keeping their employees during the Great Resignation. Maintaining a workforce has been incredibly challenging as many struggled to adapt to the new working conditions. Working from home was often imperfect, and business owners and managers also felt the pain.
Why is outsourcing specific business processes to a BPO a smart choice?
Almost two years after the pandemic hit, the remote working environment has evolved into a “hybrid” model that is considered the long-term plan for many organizations. Some organizations will be able to function that way; others will not. That’s precisely why BPOs exist: companies can outsource the work that cannot be done within the company. Usually, a BPO provider has employees working remotely from multiple locations across the globe, handling numerous queries simultaneously. BPO companies provide cost-effective solutions, experienced people, flexible business operations, efficient and timely response, and omnichannel experience. Outsourcing some functions means you’ll no longer need to worry about employee performance in a remote environment. The BPO will handle the work for you while meeting performance metrics, making it a smart choice.
By 2025, it is estimated that the BPO model will become a standard instrument in the strategic management toolbox. The outsourcing industry has become an attractive opportunity for companies to increase their overall efficiency while saving on additional costs, resulting in massive growth.
The main reasons to consider a BPO
There are many reasons and numerous benefits to using a BPO. , We’ve compiled the most important reasons why you should consider outsourcing some of your business operations into three main categories:
1. Strategic
Running a business requires experience, knowledge, patience, strategic thinking, time, and of course, money. When running a business (no matter the size), you have to know the industry, understand the market and key competitors, and have a game-changing team of people who can transfer your goals into results. This all goes into the strategic reason for hiring a BPO. Business Process Outsourcing allows you to focus solely on perfecting core business functions and the work that matters most to growing your business. By outsourcing the non-essential work, if you lack knowledge or manpower, you’ll be able to reallocate your best resources onto the core strategic tasks and accelerate the growth of your business faster and easier. Focusing on core competencies is one of the fundamental strategic approaches in every business. By working with a BPO, you will have experienced and talented specialists available at your disposal. This, in essence, means you’ll have top-level “employees” available without going through the long process of recruiting and hiring.
2. Economic
BPOs are cost-effective. They require shorter commitments and smaller team sizes. This helps you reduce overhead costs and save valuable time (which can reduce costs even further). Think about the costs of setting up an office and building onsite or remote infrastructure (both hardware & software). Add time spent selecting and interviewing candidates, hiring expenses, employee salaries, and employee benefits. By eliminating those costs, Business Process Outsourcing becomes incredibly cost-effective. Another important economic component is that if the Business Process Outsourcing partner you hire is located in an emerging economy, you will achieve additional savings through labor cost arbitrage.
3. Technological
The digital age is ever-evolving, and technology seems to improve in the blink of an eye. Today, every business strongly relies on customer experience, and this is especially true of SaaS companies. So, to perfect customer experience and care, BPOs are continuously adopting the latest trends and technologies to offer digital, omnichannel, seamless, and innovative solutions. A good outsourcing partner utilizes the power of technology to deliver the best customer experiences and create an end-to-end united customer journey across all touchpoints. So, by working with a BPO, you automatically have access to the latest technology, skilled and trained people, and innovative solutions tailored to you, your business, and your customers.
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?
Yesterday. Literally. Every day is the best time to consider a BPO, especially if you have tons of work piled up on your shoulders. But if you look back at everything said earlier, here are the best times to consider outsourcing and partnering with a BPO:
When you need to reduce or lower costs
When you need to grow your team but don’t have the time or cannot find the right personnel
When you need to focus on strategy and core or critical business matters
When you need or want to grow fast (start-ups and mature companies)
But it all depends on the business type, size, needs, and opportunities. BPOs can be beneficial for both large and small companies and start-ups. They provide global, specialized talent (available 24/7) regardless of the location of your business. They are cost-effective and take some of the non-essential work off your back. A combined approach using both in-house teams (i.e., marketing, sales, operations, etc.) and an outsourcing partner (i.e., call center, customer support, technical support, software development, etc.) can see the greatest and fastest business results.
Business Process Outsourcing has recently gained popularity, although it has both advantages and disadvantages. This article discusses the benefits and drawbacks of Business Process Outsourcing, ranging from lower costs to potential communication issues.
What is Business Process Outsourcing (BPO), and how does it work?
In simple terms, Business Process Outsourcing is the practice of hiring an outside company to handle certain business processes instead of a dedicated in-house team.
Having a dedicated in-house team ‒ or in-sourcing processes ‒ involves having the work performed within the organization’s operational structure by dedicated specialized teams for each business process.
That implies either hiring and training new staff or increasing the workload of existing staff members. On the other hand, outsourcing places the operations and processes off-site, using the workforce and resources of an outside organization.
There are two main reasons companies decide to outsource their business operations: cost savings and strategic focus on the core aspects of the business. While there are certainly trade-offs, generally, when activities are outsourced, the overall efficiency and productivity of the company can be significantly improved.
Now let’s review the outsourcing business operations pros and cons.
What are the 9 pros of Business Process Outsourcing (BPO)
1. Lower costs and saved time
Lower costs are the most significant factor companies consider when choosing between in-house and outsourcing operations. When considering office setup, infrastructure costs, the burden of hiring, and paying in-house salaries and benefits, outsourcing is almost always less costly.
This is because wages and the cost of living in other countries can be much cheaper than in developed countries, allowing corporations to pay workers in such countries less while still providing them with an acceptable standard of living.
Imagine you need to build a website, some software, or a mobile app. This is the IT team you’ll need to assemble and the resources you’ll need to build in-house:
Team of designers (graphic & UI/UX)
Team of developers (frontend & backend)
Quality Assurance Testers & QA Software
Project Manager
Workplace infrastructure (office utilities, hardware, and software)
On the other hand, if you’re outsourcing, simply hire a BPO company to do all of this for you.
Or here’s another example: Let’s say you already have a product and need to take care of the users. This is the Customer Success team you’ll need to acquire and the resources you’ll need to have:
Onboarding Specialist
Call Agent
Experienced Customer Success Manager
CRM software/system
Data Analyst/Manager
Workplace infrastructure
Again, if outsourcing, you will hire a company to manage the customer interactions instead.
2. Shorter commitments
Another great benefit of BPO is the ability to hire an expert without long-term commitments. This means you’ll hire on an hourly or project basis, and you will pay only for the work done. Whereas hiring an in-house team is a longer commitment bound to a fixed monthly salary plus other employee benefits.
Let’s look at another example. You may need code developed for an ongoing project. This might be a short-term (i.e., two-month) job, so there’s no point in permanently employing a new professional coder to your in-house team. Instead, you ask for a BPO company that provides software development services to hire a developer with a specific skill set required for your project. Problem solved without spending a considerable amount or signing permanent contracts.
Or let’s say your product is up and running, but customers have difficulty onboarding or have functionality questions. Finding a good customer service representative might take ages and drain your energy. Hiring a BPO company with a dynamic contact center will provide you with trained customer success agents.
3. Access to the talent foundry and industry best practices
Yet another advantage of outsourcing is that BPOs have a trained and experienced workforce which takes time to develop.
They are professionals at what they do, with years of experience in that field. It might take years for a new in-house team to be recruited, trained, and up to speed in order to reach the same level of productivity as a BPO. In fact, it takes an average of 12 months for new employees to realize their full performance potential.
In addition, BPOs may have wider talent networks of freelancers and independent contractors that can perfectly meet your needs without onboarding or training. This means you’ll have top-level talents available without going through the long recruiting process.
4. Access to the latest technologies
Why spend money on pricey equipment when you can access it for free through outsourcing? BPOs have cutting-edge technologies and equipment, giving you access to the most recent and advanced tools and systems – without making a huge investment.
Secondly, outsourcing companies have the means and experience to maintain and update these systems, which can save your company a significant amount of money.
5. Helps you focus on business growth
Peter Drucker said, “Do what you do best and outsource the rest.” The ability to concentrate on the core business functions and work that matters most to growing your business is yet another great advantage of outsourcing.
You can either decide to delegate to a BPO the nonessential work or some part of your business you lack the knowledge, workforce, or interest to excel at. You are then free to focus solely on essential business needs and accelerate the growth of your business.
Once you delegate all non-essential work to the BPO, you can focus on doing what you do best and on your business’s core competencies.
Outsourcing lets you free up internal resources and create an agile, lean, and cross-functional team of professionals that can carry out a project from start to finish.
Smaller teams are typically easier to manage and bond faster, leading to better communication and quick decision-making.
There is also more accountability because it is clear who is doing what. Working in a smaller team boosts individual performance and ownership, and team members can more easily adjust to changing conditions or shifting priorities.
7. Reduced CapEx and OpEx
Delegating non-essential work and building a small in-house team has another far-reaching ripple effect.
Smaller teams need less office space and less equipment. With less equipment, there are likely to be fewer maintenance costs. Smaller teams also need less cleaning and office supplies. That in turn leads to lower costs for things like rent, utilities, and maintenance, positively affecting your capital expenditures and operating expenses.
8. Nimbleness, scalability, and flexibility
Unhappy with the output of your BPO? Changing the team or the provider is a much simpler process than the HR nightmare of restructuring, reshuffling, or a reduction in force.
Also, you are not bound to keep a team on payroll during business plateaus or during the off-season when outsourcing. And in times of increased workload, you can simply expand it.
Outsourcing offers flexibility to scale your outsourced team up or down based on need. This allows you to respond quickly to market developments.
9. Risk reduction
One of the most significant advantages of hiring a BPO is risk reduction. Recruiting can be a drain on resources and also comes with the risk of bad hires or poor cultural fits. Employees must be located, interviewed, and onboarded before their contribution is entirely known. In addition, the positions that BPOs replace are often higher-turnover jobs.
Outsourcing is contractually bound to include the scope of work, performance metrics, and budgets. Your information is protected through NDAs and confidentiality agreements. BPOs accept much of the uncertainty that comes with hiring, and you can rest easier.
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?
What are the 2 cons of Business Process Outsourcing (BPO)
1. Lack of control and management
Control and management issues are the most common concern when considering outsourcing. And it is a legitimate issue. However, if you find a reliable BPO and dedicated team who will have the knowledge, skills, and understanding of your business, you shouldn’t need to control the entire process.
A good practice is to have detailed documentation of your business and scope of work, requirements, milestones, and everything you consider essential. This will help both parties keep track of the work and help resolve issues in case something goes wrong.
However, if you prefer delegating management tasks, this will not be as efficient with a BPO. In this case, an in-house Project Manager might be a more efficient solution.
2. Potential communication challenges
Communicating with an in-house or on-site team is easier than with an outsourcing company. However, in the wake of the pandemic and the adoption of remote work arrangements, that transition has already been made in many cases.
Communication issues may still arise, especially if the outsource team is located in a different time zone, doesn’t have a solid internet connection, or does not stick to the preferred communication medium.
But again, this is manageable by finding a reliable BPO partner and determining the core communication channels and processes, including meeting and response times.
To make this easier for you, here is a chart that shows both pros and cons of BPO:
Takeaway
As the above information demonstrates, there are a lot of benefits to hiring a BPO company. It’s also worth mentioning that you may find long-term relationships or networks that will contribute to the success of your business.
If having a large company is important to you, you should build one. If you are focused on making an impact, however, a BPO may be your exact tool to achieve that. (BPOs can also be very beneficial to large companies as well.)
On the other hand, if you are a start-up, need to focus on funding, and cannot afford to expand the in-house team, the BPO is the right way to go.
However, a hybrid model may be the best approach. Have an in-house team for some operations, but outsource others. Or better yet, augment an existing in-house team by adding outsourced team members. This works perfectly when searching for specific talents, elusive skill sets, or varied perspectives.
At the end of the day, you need to analyze your company’s needs and goals to determine an appropriate choice that will not distract your focus from core business functions.
FrontLogix is a boutique CX BPO that offers personalized customer care solutions that are particularly suited to the client’s demands. We offer a variety of Client Services, Digital Support Services, and WFM-managed Services. With both US-based and offshore facilities, we provide high-quality service at a cost-effective price, delivering greater value to our clients.
