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Why should businesses outsource the Human Resources Department?

From start-ups to multinationals, everyone is approaching outsourced call centres to delegate the HR department so as to not only save a lot of money but also help the businesses to focus on the core activities. For those who aren’t aware of, human resources department plays a very important role in the growth of any firm as it manages the workforce. Responsibilities of HR are hiring, firing, payroll, keeping abreast with state & federal tax laws, and much more. Any mistake can put any company in the major legal problems that can cost them the fortune.

So, if you are one of them who want to know why businesses should outsource their human resources department, following points will help you out:

v Improves recruiting and on-boarding

If you are running a business and willing to expand it, it is obvious that you require more employees. Usually, small companies and start-ups face the hassle because they don’t understand that which candidate would meet their expectations. And, that’s why it is always recommended to approach well-known outsourced call centres for better HR services. The agents manage everything from job posting to hiring up to the perfection and that’s why they always find the ideal candidate who matches the business’s requirements.

v Compliance

You will be surprised to know that more than 180 federal laws have been protecting the employees. So, if you are a business owner, it is advisable for you to outsource your human resources department because it is the best way to keep updated with the laws related to hiring, taxes, wage claims etc.

v Reduces cost and saves time

Outsourcing the HR department is very cost effective for all those firms that don’t require full-time HR staff. Moreover, there is no need to invest in the costly HR & payroll systems. Apart from that, another benefit of approaching outsourced call centres is that it saves a lot of time and that means business’s owners can put their focus on revenue-generating activities.

v Lower ATR

Being an owner of a company, you always want the long-term association with your current employees as it is the best way to run the business smoothly. Outsourcing the HR department not only saves the money but also ensures the lower agent turnover rate (ATR). This is so because the outsourced call centres’ agents also take care of candidate’s expectations that include salary, desired job profile etc. while hiring so that latter stays longer in the firm.

Final Takeaway

This blog is supposed to give you a better idea of why businesses should outsource the HR department. And, we hope that you got the point after going through the above-mentioned points. So, keep connected with us for more information like this one.


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5 Quick Benefits of 24 Hour Answering Services

While the official business hours are from 9 till 5, but the increasing customer expectations and demands have led the companies to offer 24 hour answering services to the clients. Especially for the inbound and outbound call centres, round the clock answering services provide a direct route to support and enable the customers to get the required answers long after the offices have closed.

Whether it is the quenching of great customer service or the reputation building that have encouraged companies to provide 24 hour service to the customers, but after the incorporation of round-the-clock service, there has been a tremendous increase in the company sales and growth. Here are key benefits of utilising an after hour answering service for your business:

Improved observance of business appointments:

After hour business service has enormously upgraded business appointments and scheduling software. By the time a customer schedules an appointment with the company to a fixed date, many things can change. By making your business full time, any change in the schedule customers can automatically be updated. Rescheduling and appointment handling became easy after the introduction of 24 hour answering service. Statistics have shown that there is a higher number of user engagement by calling a customer and scheduling an appointment rather than emailing.

Higher revenue generation:

It is undeniable that answering services have tremendously increased company’s revenue. Precisely, for smaller companies who suffer staff limitations, marketing and selling products become hard. A purchase from a new customer is an exciting feeling for any company. Customers who get a spontaneous response from their clients tend to be drawn more towards the company. Customers might find your products intriguing enough to continue taking service from you. Therefore, round the clock service is doing their job while you are at home resting.

Open and clear communication:

In order to understand your customers, open communication plays a major role. Confining a customer’s ability to communicate with its clients could limit your reach to attract customers. After a period of time, customers become the greatest communication channel. Therefore, it is important to outline and improve your communication process. Incorporating an answering service can aid in improvising the communication lines and will help you to grab every call and message that were usually missed.

With processes in place, assigning a task to specific agents become easy. An answering service can take the required information, integrate it into the system, and train the users according to the need.

Expedited customer support:

The fundamental aim of any business organisation is to provide customers with seamless experience and support until the end. Hiring and training staff to take calls and report queries is a mere waste of time, rather train the customers for leveraging company’s major benefits. Phone answering service does not require any such training. The outsourced representatives are already very much aware of the present day customers and their demands.

At times customers or your partner business representatives might require urgent information, 24 hour service providers helps you to act fast to provide an uninterrupted customer experience.

Great peace of mind:

Last but not the least, 24 hour answering service will reduce your burden tremendously. With the unfailing phone calls and unmissed messages, you can easily take a day off. Call centre services ensure that your daily business is taken care of even after your absence.

Conclusion:

Just because your office doors are closed doesn’t mean that you need to close your business as well. The extra coverage taken care of after the office hours can give you huge traffic that you might not generally receive during your daily business.

Clients appreciate it when business owners focus on every minute details to provide an amazing customer service. Not everyone has time to establish a connection between 9 to 5 working hours but yes customers are intrigued by the agent’s prompt services and communication.

Imagine the amount of business and revenue you are missing by taking the calls and messages through voicemail. A large part of customers hangs up the phone when they hear a voicemail sound popping up.

Not beating around the bush, 24 hour answering service is a boon to businesses. Incorporating such services will not only enhance your reputation in this competitive market place but also scale up your revenue.


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6 tips to avoid making mistakes in BPO services

Business Process Outsourcing is probably the most common name in the market these days. Every business firm from small-scale enterprises to the mega fortune 500 companies chooses to seek the support from external service providers for widening the scope of their trade solutions. Although there are many modifications in the strategies used to enhance the functioning of BPO services, some marketers still lag in the proper management. They fail to implement the appropriate techniques in the manoeuvre and ultimately face a halt in their progress. If you are also suffering from the same issues and looking for the best ways to improve customer service of your organization, you are at the correct place.

If you strongly believe that division of work and labor is a masterstroke to manage your time and resources, then try outsourcing your non-core tasks to a third-party agent. Not only if you are at your growing stage can you start this practice, but also if you run a well-established firm then you can invest in hiring off-premise vendors to complete your own business mechanism or a part of it. You need to take care of a few factors before, during and even after getting involved with the BPO services to maintain flexibility and cost-effectiveness in your system. The 6 key points to remember are as follows:

Employ the best market research team

We all know that “a little knowledge is a dangerous thing”. So, you should emphasize the acquisition of maximum knowledge about the latest market size and trends, demands and discoveries in the business sphere. To help your BPO services outnumber other contemporaries, this is the prime concern. Analysis of statistical methods, data collection and management is a must to maintain a healthy competition in the market and to escalate your progress. The output of the adoption of this practice is useful to monitor the consumer requirements and prepare correct stats of performance to plan modifications.

Consider your call centre as the focus point

BPO services are often confused with call centres but the latter is only a subdivision of the former business solution. This misunderstanding occurs may be because a major portion of the outsourcing companies is covered by the call support services. The advanced technologies utilized in this sector make the functioning feasible for the agents as well as the customers and creates a world-class experience. Avoiding the proper organization of call centres can definitely take a toll on your success. Hence, it is highly recommended by the specialists to enforce state-of-the-art features in your calling premises.

Make product promotion your main target

The marketing strategies involved in a BPO are often ignored by the authorities. This is quite harmful to your brand name. Thus, you should employ effective advertising and promotional techniques to save your products and services from being lost in the market. To cater your publicizing needs and encouraging sales, you need to strengthen the services such as branding campaigns, social media posts, ads in print and electronic media and also the direct messaging and emailing procedures.

Pay attention to the debt collection services

This is one of the overlooked services of a business process outsourcing system. Debt collection is the process of retrieving the lent money from the borrowers or ignorant customers. While reinforcing your effective BPO services in Australia, this option of finance check plays a vital role. You just need to take care of the records and invoices of monetary transactions and hand them over to the concerned authorities.

Do not miss out on proper accounting tasks

This is again one reminder of keeping your money controlled by safe hands. The audit management is perhaps an inevitable department of any outsourcing company. The billing and other transactional receipts should be maintained from time-to-time.

Provide IT solutions to your customers

The technical support team is by far the most popular role that a BPO company can play for its consumers. Since most of the laymen are unskilled and do not hold any experience in dealing with the software of their system, you need to be there for them. On the demand of your clients, it should be your main service to assist them on the subject about which they are generally clueless.


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When every BPO Company is mistaken for a call center

To be precise, a call center is a subordinate yet salient class of a large outsourcing organization which has a comparatively broader spectrum of responsibilities than the former. Since out of the innumerous functions of outsourcing service providers, only the ones that concern making and answering telephone calls to and from the customers are known as call center services, therefore one can take call center for a subset of a BPO company.

So, let’s have a detailed and more distinguishing look at each of the two sectors being talked about here-

Business process outsourcing-

Business process outsourcing organizations are the multitasking business centers that perform an extensive variety of errands ranging from manufacturing products to providing customer care support. These outsourcing services are targeted for handling a unit process or small parts of a process primarily held by another organization. Outsourcing services are basically provided to minimize expenditures or to maximize the productivity. There are three main categories that the outsourcing facilities fall under, they are:

  • On- shore outsourcing

When a business process is outsourced from one company to another company within same country

For eg., Domestic outsourcing between a company to another both located in Canberra itself.

  • Near shore outsourcing

When a work process is outsourced to a company established in a nearby country

For eg., Outsourcing between a company in Sydney to another one located in Melbourne.

  • Off- shore outsourcing

When a work process is outsourced to a company located in a country which is far away from that of the service provider.

For eg., Outsourcing between a company in Australia to another located in India.

Once you have a closer look at a BPO organization, on the basis of work division, you will see the following two fundamental classifications of it-

  • BACK OFFICE – The back office is the section of a company which is comprised of administration and support team which does not deal with client-facing. It is the type of outsourcing which involves internal business functions such as-

 

  • Billing, accounting and purchasing
  • Regulatory compliance
  • Market research
  • Data analysis and processing
  • Settlements and clearances
  • Human resource and IT services
  • Record maintenance

  • FRONT OFFICE – The front office is the section of a company which is related to facing the customers directly or through any medium such as internet, fax, mails, phone calls or other forms of interactive communication. It is the type of outsourcing which involves customer-related services such as-
  • Troubleshooting
  • Database management
  • Contact center services
  • Technical support
  • Telemarketing
  • Debt collection
  • Inbound and outbound sales

Now, before jumping to the conclusion right away, let’s read about the basic and necessary specifications of a call center.

Call center-

The main job of the support team working in this sub- division of a BPO company, that is, a call center is to handle customers via telephone calls exclusively. A call center is designed to meet rapidly changing needs of a customer of the client enterprises, irrespective of the size and nature of the business. The telephonic conversations over the phone can be made for a larger and more satisfied number of customers on the other end.

Call center companies are mainly divided into the below mentioned two categories on the basis of the direction of calls-

  • Inbound call center

Taking or receiving calls from the customers is the function of the inbound call center. Such sections of any organization have agents who receive incoming calls from potential consumers. They work for the purpose of increasing number of clients by administering and solving queries efficiently, providing assistance on a product, providing information about the company, etc.

Three major services offered by an inbound call center are:

ü  Customer care

ü  Sales

ü  Revenue management processes

  • Outbound call center

Making or directing calls to the customers is the function of the outbound call center. Such sections of any organization have agents who initiate outgoing calls to potential consumers. They work for the purpose of make new customers or to get product reviews from existing ones, to sell or promote a product or scheme, to advertise the company and publicize its offers.


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Top 5 tips on how call outbound call centre can boost up your sales

For growth and prosperity, a business needs a good marketing strategy, and to execute that business must possess the best means possible to penetrate the market and reach the target audience more efficiently. One such marketing tool utilized by businesses for over a long time is an outbound call centre. As the name signifies, an outbound call centre is a process of hiring and collaborating with the third party vendor in order to manage the non-core competencies.

These outbound services aid the companies in providing impeccable service to their customers in order to enhance customer engagement and loyalty. However, small-scale industries are in not much favour of outsourcing their services. It is assumed that outsourcing a part of their organisation might raise an issue of the dispute over trust and responsibility. And will also cost huge capital investment.

Whether small or large organisations have too many things on their plate and a lot of core issues to handle. As a result, they are unable to concentrate on what concerns the most. Hence, the next best option is to opt for outsourcing your services. Here are a few tips that will help you understand the need for outsourcing:

Cost-effective strategy:

In a biting cold economy like todays, you got to find out efficient ways to be braced against difficult times. Cost becomes the most important concern and quality is something you would not want to compromise on. This is when the relevance of call centre outsourcing is at its peak. Deploy your outbound call centre services to an offshore centre and see your profits grow.

Either you outsource your services or create an in-house call centre for your customers. Not many companies can afford to have an in-house call centre department. This is because creating an in-house premise requires infrastructure, good facilities, great network connection, customer support, and staff. Therefore, to save all these expenses along with time, companies outsource their services.

Professional expert:

An outbound call centre is known for their expert skills and ability to manage huge force. Outsourcing, by all means, is known for a long-term business relationship with the clients and has steadily landed his feet in the market for a very long time. Therefore, they are already well aware of the secrets of success as well as potential issues that can harm the business.

And so these experts have the ability to provide valuable insight to the corporation with their experience.

Scalability and flexibility:

Outbound call centre agents are divided among multiple clients which facilitate in managing the peak time and complex situations. As a result, the workers can work more efficiently and the managers can better schedule the calls, thus reducing the cost per conversation. The call centre software for sale can also be utilized to its optimum level. While in contrary, in-house call centres are not flexible enough to increase or decrease their number of agents instantly.

There are various external factors that influence the IT market. Therefore, in-house call centres lack flexibility and scalability on a large basis. For example, during a low field day, the agents will be left idle and on days of high call volume, the company can fall short of employees to cater to the needs of the buyer.

Technological advancement with reduces threat of loss:

The third-party agency ensures that the company gets the best call centre software along with the skilled agents. It is the finest technology along with some smart work that helps an organisation to reach great heights.
Every business organisation has their own area of expertise while dealing in other domains also. Therefore, it is the duty of the agents to analyse and help their clients to invest in which particular field.

Conclusion:

If in case, you are ignoring the client satisfaction area, you can face some serious scarcity of customers. Therefore, outsourcing, in this case, can be a wise idea. An outbound call centre agent has better ideas to connect with their employees and entice them with the benefits of the products and services.


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Find out the top 4 call centre software to handle incoming calls

Various call centre software applications are used by customer service solution providers to provide and obtain huge number of telephone calls from customers by the agents. The job of an agent is to assist the customer regarding a specific product or service of a company. The software applications used by contact centres mostly are made for both inbound and outbound call centres. Some of the top outsource inbound call centre software applications are as follows:

  • Elastix

Elastix is an outsourced communication solution. With the help of this software inbound call centres are able to fixate contact centre modules. This call centre module can help organisations make up to various inbound call campaigns. The call centre software application has the facility to route effective communication between the agent and the caller. Elastix is known to use powerful auto-dialer known as predictive auto-dialer. Service providers installed with Elastix call centre software application to persuade web-based agent consultation. Moreover, the software is also included with web management edges and other exclusive outsource protocol for establishing significant communication.

  • GOautodial

To skim into the most effective call centre solutions is GOautodial. This call centre software is usually an amalgamation of differenr outsource technologies like the Asterisk, PHP, Limesurvey, etc. These software applications make it very easy in performing adept inbound call and accomplish basic contact centre requirements. Just like Elastix it is also used as Predictive auto-dialer. Interactive Voice Response also known as IVR and Automatic Call Distributor also known as ACD is known to increase the niche of various call centre solutions.

  • Contact Q

Contact Q is another type of outsourcing call centre software application which is totally based on GNU Linux. This software is widely known among call centre service providers because of customisable software solutions. This particular software enable complete and extensive agent interface. It also provides quality multi-media facilities based on ACD or automatic call distribution. With the help of Contact Q software application call centres could provide reports based on real-time. Further to this it also allows call centres to schedule innumerable campaigns according to scheduled and precise timing.

  • ViciDial

Last but not the least, ViciDial is one of the most popular outsource call centre software for both inbound and outbound call centres. It is proficient at providing web-based contact centre solutions. With the help of web agents can witness the flow of real time while providing web-based management interface. It is a kind of scalable contact centre solution that allows call centres to fathom hundreds of agents seat.

To sum thing up, not just this four there are other efficient call centre software application too provided by myriad companies. However, we have presented you the top 4 call centre software applications, so that you organisation could reach new heights of success by implementing one of these web-based software applications.


next page

Why should businesses outsource the Human Resources Department?

From start-ups to multinationals, everyone is approaching outsourced call centres to...
article post

5 Quick Benefits of 24 Hour Answering Services

While the official business hours are from 9 till 5, but the increasing customer...
article post

6 tips to avoid making mistakes in BPO services

Business Process Outsourcing is probably the most common name in the market these days....
article post

When every BPO Company is mistaken for a call center

To be precise, a call center is a subordinate yet salient class of a large outsourcing...
article post

Top 5 tips on how call outbound call centre can boost up your sales

For growth and prosperity, a business needs a good marketing strategy, and to execute...
article post

Find out the top 4 call centre software to handle incoming calls

Various call centre software applications are used by customer service solution...
article post

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