Call Center Services, Outsourcing Services, Outsourcing Projects
BPO has expanded boundaries for underdeveloped countries to global business and this has inspired local talent to rise to excellent credentials and compete with top-notch rivals. Philippines is one of these third world countries.
Since Philippines has a proven track record for outsourcing, trailing behind Asian rival India, companies around the world are sending projects to the Philippines Philippines, which has a qualified pool of human resources. It is no surprise then that the Philippines is one of the major destinations and in fact one of the favored locations for business processing outsourcing in 2010.
By utilizing BPO, firms are able to streamline operations and decrease costs. In most cases, work that is outsourced costs just a fraction of what it costs to do these projects in house. Along with the cost savings, management time is also more flexible when work is outsourced. In this way, businesses are free to focus on core competencies rather than extraneous work like IT, for instance. This in turn maximizes internal functions along with income and profits.
Business Process Outsourcing can be divided into back office procedures and front office procedures. Back office procedures refer to internal functions including billing and collection, entry, and cash and investment management. At the same time, front office procedures include external functions like customer relations, technical support and marketing. This in turn results in customer satisfaction, while increases market share and strengthens brand loyalty. These front office protocols are usually taken care of by call centers, which are another name for contact centers. Contact centers, however, are more than just a place that handles voice calls – it also provides services that are more comprehensive as well.
Contact centers, in fact, use a multi channel platform for contact management. In this setting, customer interaction can take the form of email or the web. The contact center is legally tied to the service contract with the client firm. Some of the metrics utilized in measuring contact center performance include first call resolution, average queuing and handle time.
BPO in the Philippine Business process outsourcing in the Philippines provided by Web Dot Com offers maintenance, software development, graphic design, animation, back office processes along with outbound and inbound contact center solutions.
Jacob Cherian writes for SourcingLine, a leading provider of directories on ecommerce development firms and mobile application firms.