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Executive Boutique - ContactCenterWorld.com Blog Page 3

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Outsourcing Telemarketing: The Right Choice

Telemarketing can be a handy tool for businesses.

Not only is it a tried and tested method for lead generation, but you can straight-up increase your sales through telemarketing.

Of course, there are other benefits you can enjoy when you have telemarketing as one of your business’ marketing arsenal.

Telemarketing Defined

Telemarketing is essentially the process of generating leads, gathering marketing information or making and closing a sale through the phone, fax, internet, as well as via video conferencing.

It can also include contacting people to raise money for charity and carry out surveys. 

Benefits of Telemarketing

While telemarketing has become a popular tool in growing businesses, it also has its fair share of controversies due to its misuse. But negative publicity aside, this strategy continues to be widely used, and when carried out correctly, the advantages drowns out all negative feedback.

1) Gives Immediate Feedback

Being able to immediately measure your customer’s level of interest in your product or services is perhaps the number one benefit of telemarketing. Receiving direct and immediate feedback allows you to realign marketing campaigns, improve customer service, and develop new products and services.

2) Involves Human Interaction

Not only is the telephone an affordable and a statistically accountable communication tool, but it is also a very intimate and personal one, with two people talking to each other.

3) Has Wider Reach

Telemarketing allows you to reach a wider audience. It reaches not only your intended audience but also those who are on the other parts of the globe, as well as your not to internet savvy consumers. 

4) Provides Measurable Results

One of the best things about telemarketing is that the results can be analyzed and measured. It gives you insight into how successful (or not) your campaign has been and which strategy actually works.

Outsourcing Telemarketing

Deciding to outsource your company’s telemarketing efforts will multiply your benefits even more. 

The list that follows are just some of the advantages of outsourcing telemarketing.

  • Frees up your time 

By delegating your telemarketing campaigns to a professional third-party vendor, you can focus all your attention and energy to core business functions.

  • Increase in Productivity

With more time on your hands to zero in on core business matters, the rest of your team will also be able to focus on their assigned tasks, increasing their productivity.

  • Worry-Free Budgeting

With outsourcing, you can forget about worrying that you will go above your budget because you pay a fixed amount as agreed with your outsourcing partner.

  • Brings Huge Savings 

Outsourcing eliminates the need to invest in equipment and infrastructure because your outsourcing partner already has the cutting-edge technology in place to support your telemarketing needs.

It also saves you office space since you won’t need to house a team of telemarketers.

Perhaps the most significant savings will come from not having to spend on recruitment and training, as well as paying employee benefits. You will be tapping into the manpower coupled with the industry experience of your outsourcing partner.

What’s Next?

Executive Boutique offers a full range of telemarketing services, both inbound and outbound, from customer service, technical support, sales lead generation, and market research.

We offer high quality, professional services at affordable rates with flexible month-to-month options.

So contact us today for your free non-obligatory quote. 

Source: https://ebcallcenter.com/call-center-blog/outsourcing-telemarketing-the-right-choice

Publish Date: August 8, 2019


What is PCI Compliance?

Whether you’re selling handmade art at the local farmer’s market, or running a large organization generating thousands in sales daily, PCI compliance is something that has been addressed when discussing payment. 

That’s because company dealing with the payment, storage, or transmission of credit card information must comply with a set of standards and practices aimed at protecting consumers and businesses.

Examples of those required to comply with PCI standards include:

  • Brick and mortar retailers
  • Financial institutions
  • Online retailers
  • Insurance companies
  • Hospitals and other medical facilities
  • Farmer/flea market vendors
  • Service providers

The Payment Card Industry Security Standards Council is responsible for the creation and advising of safe and ethical card payment practices. This body is made up of major credit card companies who found it in their best interest to protect themselves and consumers. 

There are 4 Levels of PCI compliance for merchants, and 3 Levels for service providers. These levels are divided by the amount of transactions they complete, the amount of e-commerce transactions, and the number of accounts handled. Most small businesses are classified as Level 4 merchants since they typically handle between 20,000 and one million transactions a year.   

PCI (Payment Card Industry) compliance was initially rolled out as a way to keep up with the changing relationship between merchant and consumer, more specifically the way products and services are paid for. Online shopping was a major factor behind these efforts, with easier payments came more areas of vulnerability for criminals and scammers to capitalize upon.

But it’s not only credit card transactions to which these standards apply.  

Gift cards provided a new area of concern for businesses and credit card companies; gift card recipients were at risk for paying with empty cards and online merchants could get scammed as well. With the growing use of gift cards issued by major credit card companies, the safety surrounding these transactions are taken even more seriously.

Failing to adhere to PCI standards is not illegal at the federal level, but it is in the best interest of merchants to follow them. Complying with PCI standards is not only ethical, but also necessary in order to avoid fines, lawsuits, and other security related issues. Fines incurred by data breaches or fraud loss can take a toll on a business, possibly to the point of bankruptcy.

PCI compliance should be taken seriously by a business if they want to succeed, if this can’t be done in-house then they should enlist the help of a company to assist in maintaining the standards. Free of fines and bad publicity, organizations can then do business knowing both them, and their customers are safe.  

Source: https://ebcallcenter.com/call-center-blog/what-is-pci-compliance

Publish Date: January 30, 2019


AI Technology and the Future of the BPO Industry in the Philippines

The future of Business Process Outsourcing (BPO) industry in the Philippines remains promising. Not only does it continue to provide jobs for millions of Filipinos, but it also helps sustain the country’s economy.

The BPO industry employs approximately 1.15 million people and together with remittances from overseas workers, it is our economic lifeline.

In recent years, we see a major shift in the BPO landscape with the introduction of automation.

What is Automation?

Also known as Robotic Process Automation or RPA, it is the usage of software robotics in capturing and interpreting existing applications for processing a transaction, manipulate data, trigger responses and communicate with other digital systems.

What It Means to the BPO industry

While it may be true that automation could mean the end of some jobs, on the flip side, it could also mean that greater emphasis will be given to higher skilled jobs.

So much focus is given to the negative impact that automation is bringing to the industry that we fail to see the role of technology in creating new jobs and making remaining jobs more productive.

Automation, even in its infancy stage, is complementing and augmenting existing human skills, resulting in workers becoming more productive and efficient and fewer in number while accomplishing the same amount of work.

The direct impact of automation, especially in its early stages today, has generated new jobs that require more advanced skills to build, train, manage, troubleshoot and enhance technology.

According to A.T Kearney’s study in 2017 on the widening impact of automation, existing workers, instead of being displaced, are actually moving into higher-value positions. The study also showed that one new automation management position is created for every four jobs that automation replaces.

The Philippines, Moving Forward

So what does all this mean for the Philippines and how are we coping?

Our track record says it all. We continually show significant improvements with an average annual expansion rate of 20 percent. Forecasts indicate that the BPO industry revenue is estimated to reach about $250 billion by 2022.

The first clear indicator that we have nowhere to go but forward is the fact that in 2017, 3.8 million square meters or 80% of total prime office spaces in Metro Manila were occupied by BPO companies as stated by global property consultancy firm Santos Knight Frank.

Add to this the fact that BPO hubs in provinces such as Cebu, Davao, Dumaguete, and Clark continue to be constructed as reported by Rural Impact Sourcing, a program which aims to expand BPO to rural areas.

Secondly, Filipinos are very empathic. This human component in servicing simply cannot be automated. And because the most common BPO service we offer are customer service types, the negative impact of automation is less likely felt in our country.

Thirdly, Our BPO industry is projected to move with the demand for a shift to Knowledge Process Outsourcing (KPO) which deals in specialized sectors like Market Research, Fraud Analytics, Equity Research and Investment, Banking Insurance, Data Integration, Medical Transcript Preparation and Legal Processes. The jobs that automation will take away, will be replaced with highly skilled ones.

What’s Next?

Need a BPO company to deliver top-notch quality service through highly trained personnel who provide genuine heartfelt customer service? Look no further than Executive Boutique!

With us, you will not be tied down with a long-term service commitment or contract.We  give you the flexibility to modify your services according to your business need.

From routine data entry to specialized tasks with specific expertise, we have the resources and the expertise you need to make your business grow.

So call us today to find out more.

Source: https://ebcallcenter.com/call-center-blog/ai-technology-and-the-future-of-the-bpo-industry-in-the-philippines

Publish Date: January 16, 2019


How Live Chat Can Improve Your Business

Live chat software is becoming more widely used by companies of all sizes. The main reason for its popularity is speed and convenience. Your company may have a customer support telephone number and email address, but often making a call or waiting for an email is too time consuming. Customers may not find the time investment worth getting the answer to a simple question. This is where live chat comes in. Here are some ways implementing live chat software can help your business:

Quicker response times = more sales

Excellent customer service directly correlates to higher sales. When you use a live chat software, you can reduce purchase abandonment by directly address customer concerns in real time. When your company is responsive to buyers on their schedule, it leaves a positive impression on your customer base. It also leads to customers being more likely to follow through with prospective purchases.

Provides competitive edge

Responsive service contributes to a happy customer base, which results in customers coming back to you for your goods and services. Unlike brick-and-mortar stores, online shops lack a human touch. With live chat software, your company can initiate conversations with website visitors – this establishes rapport with the customer. Once you convince visitors of your product, word-of-mouth promotion can increase your sales numbers over time.

Provides insight into online visitor behavior

Understanding why customers are buying (or not buying) is important in today’s digital business arena. Customers’ buying patterns are continuing to evolve, and businesses can no longer afford to stay on sidelines, or else they risk becoming obsolete compared to their more active competitors. Live chat allows your business to directly ask customers what their doubts are and what may be discouraging them from following through with a purchase. Gaining these insights is invaluable — it can help you streamline your product.

Reduce business cost

Live chat software does not require coding knowledge, can be installed in a matter of minutes, and requires a fewer number of service representatives than telephone support. Each agent can handle 3-4 conversations simultaneously, which means your business can cut down on its support costs.

Modern customers desire fast, convenient, and immediate access to support. Businesses that implement live chat are going the extra mile to meet their customers’ needs, and this helps them stand out from the competition.

Source: https://ebcallcenter.com/call-center-blog/how-live-chat-can-improve-your-business

Publish Date: January 9, 2019


3 Ways to Motivate Your Customer Service Team

Anyone who has worked in the customer service field knows just how stressful it can be, as well as how easy it can be to experience burnout. Customer service staff are the face and voice of your company, so it is important to be understanding and motivating in your support of them. Here are some tips for getting your team back to their best:

Communication

Maintaining an open line of communication between service staff and management is one of the most helpful things you can do. Even though it is easy to see customer service as a low-skill position, quite the opposite is true and the impact of your representatives’ work on your company is undeniable.

The more comfortable your representatives feel about communicating with management, the greater insight management will have into making positive decisions for the staff overall. Having good relationships between management and your service team helps maintain morale, motivation, and support.

Encourage Positive Work

Every moment that you spend communicating one-on-one with one of your representatives is valuable. Management can often make the mistake of thinking of their representatives as disposable, rather than take the time to help them develop and improve in their work.

Take the time to provide encouragement to your staff. Let them know when they’ve done a good job, and give them plenty of constructive feedback when there is room for improvement. Connect with them, maintain that line of communication, and watch your representatives blossom.

Provide Your Staff with Proper Resources & Equipment

It’s easy to lower staff morale by accidental negligence. Since customer service can be seen as work that requires few skills, workers often lack the equipment and resources to do their job correctly. Poorly-performing equipment (phones, computers, workspaces) can lead to delays and lower service quality, potentially decreasing customer satisfaction. Ensuring that your staff has the proper resources to do their job can motivate them to do their best work, which benefits everyone involved.

Providing thorough, proper training is another great way to ensure that your representatives are prepared to provide exceptional service. These trainings can help your staff develop skills, but can also be used to boost team morale.

You don’t have to wait for your employees to burn out to get them back on their feet. When in doubt, provide clear communication and support.

Source: https://ebcallcenter.com/call-center-blog/3-ways-to-motivate-your-customer-service-team-2

Publish Date: November 26, 2018

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