Outsourcing means out business processes to a third party either domestic or offshore. The BPO industry is growing fast as it provides lots of advantages to companies. At the same time, there are certain challenges that they have to face regularly. Following are the challenges faced by the BPO industry today.
Changing political conditions
Political situations in America and Europe can have a huge impact on the BPO industry. Falling economies, protests, etc. can force the government to pass bills that prevent outsourcing to other countries. So, the BPO companies can be affected negatively.
Budget is one of the major challenges faced by the BPO industry. Outsourcing companies are under constant pressure to produce best results with minimum cost.
Most outsourcing companies are located in places with different time zones. So, people have to work in hours when they are supposed to sleep. This disrupts their biological clock and cause harm to health. This may result in reducing their efficiency drastically.
The employee attrition rate in the BPO industry is very high. The outsourcing companies cannot retain their employees for a long time and so suffer huge losses when they have to train new employees.
Poor internet connection, call traffic management, power shutdowns, etc. can cause disruption in processes. BPO companies are expected to be available all the time. So, this kind of disruption can cost a lot and affect the company’s reputation.
These challenges sometimes affect the performance of the outsourcing companies. They must think of measures to overcome these challenges to provide better service to their clients.
Many companies are now outsourcing their administrative tasks to free themselves for concentrating on the core company works. Companies of all sizes can have cost benefits and efficiency if they outsource these tasks. Here are the main reasons to outsource.
When you outsource your jobs overseas, you save a lot of money. Most outsourcing companies are in countries where average wage per person is very low. According to studies, India’s per capita income is $1,371, whereas that of US is $46,860.
Focus remains on core business
By outsourcing administrative tasks, you can free up time to focus on the core business processes. You no longer need to run an IT or accounting department. This will allow the managers to complete their tasks faster.
Lower regulatory costs
The regulatory costs become lower when you outsource tasks. Programs such as medical facility, social security, unemployment insurance, etc. don’t exist in most developing countries. This drives down the outsourcing costs further.
When companies outsource tasks, they take advantage of lower corporate tax rates. Many countries like Singapore, Hong Kong, Ireland, etc. have low corporate tax rates.
Free up internal resources
Outsourcing lets your internal staffs work on the core business functions instead of the administrative and support tasks. This will help your business to move forward.
Outsourcing administrative tasks provide lots of advantages to the companies. It makes them more efficient, saves their time and money. If you are a business owner, you should consider outsourcing your administrative tasks.
More companies are now adopting a customer-centric approach for providing support. They are hiring more qualified agents and providing them extensive training. Here are five tools they use to provide support.
Interactive Voice Response (IVR) technology allows you to record professional greetings. It can route callers to the agents efficiently so that they can address their needs. This enhances professionalism and improves customer’s experience. As the callers are routed to the appropriate agent to meet their needs, the agents become more proficient at solving particular problems. This results in more customer satisfaction.
2. Automatic caller information screen pop
With is call centre software, the caller’s information is shown on the screen as they call. Your agent will know everything about the caller; for example, name, company, designation, picture, address, phone number, etc. before they even answer the phone. This way the agent will be able to provide a more customised experience to the customers.
3. Call conferencing
When a customer calls, it is possible that the agent is unable to solve the problem. Usually, the call then gets transferred to another agent and the customer has to explain everything from scratch. Call conferencing gets rid of this problem. With call conferencing, when an agent is struggling the call centre can conference in the agent without the need of transferring the call or explaining things all over again. So, call conference can eliminate customer service frustration.
4. Call monitoring, call barging and whisper coaching
Call monitoring lets the manager listen to a live call without the caller or the agent knowing. This is done for quality assurance purposes. Whisper calling lets a manager talk with the agent without the caller knowing. This is done when training new agents and helping agents through difficult calls. Call barging lets manager listen to calls without the caller or agent knowing and speak with both of them if necessary. All these provide a customer-centric approach to customer support.
5. Call recording
Call recording lets managers keep an eye on every agent. Busy managers can listen to the recorded call later and provide feedback to the agents to improve their service.
All these tools help the agents deal with customers efficiently and professionally. These tools provide extraordinary support to the agents. These tools help to improve the quality of service, and thus the customer satisfaction.