Month: April 2021

3 Contributions of an Outsourced Omnichannel Support in Business Sustainability

Customer service has greatly evolved through the years especially with the advent of the internet, which opened more channels for businesses to be reached by its customers. With the rise of omnichannel support, a more personalized customer experience is made possible for clients.

Unlike multichannel, omnichannel offers consumers more than just different ways to get support. Instead, it involves a fully integrated and cohesive customer experience across all channels and devices. According to a survey by Aspect Software, businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that do not. Indeed, it is the future of customer service.

So when building your omnichannel support team, consider outsourcing from a reputable partner that can provide you access to world-class talents and A+ recruitment with lower costs. In turn, your dedicated team can help you deliver better service to clients and improve your revenue, which are crucial nowadays with a health crisis still affecting the economy.

Better customer service

First and foremost, outsourcing an omnichannel support team guarantees you provide better customer service to your customers. By providing them access to multiple easy options to reach you at any time of the day, you are able to handle queries and resolve issues on-time. At the same time, allowing them to be in-charge of which channel to use gives them a more personalized and empowered experience with your brand.

A positive experience will drive an increase in customer satisfaction and most likely lead to referrals and good reviews. According to a 2018 survey by Gladly, 80% of customers will recommend a company to friends and family after a great customer experience and 40% of those satisfied customers will share their story on social media. In turn, this will boost customer retention rates and bring more revenue to your business.

Improved efficiency and productivity

Relying on solely phone calls when it comes to your customer support may prove to be less efficient because an agent can only attend to one customer at a time compared to utilizing other channels such as SMS, email, live chat, and social media, which can cater to a big group at once. With your outsourced omnichannel support team, productivity can be optimized since they can focus on handling more complex issues, bringing real added value to your business.

Flexibility

One of the greatest advantages of outsourcing customer support is it allows flexibility when it comes to hours of operations depending on your business needs. Your remote customer support team can take calls and reply to inquiries even beyond your business hours, which ensures that no concerns get missed out. This is especially beneficial to businesses operating on an international level.

Outsourcing also proves to be scalable depending on the demands of your business. You can get additional support during peak season and end the contract when the business slows down.

In selecting your potential outsourcing company, make sure that it has:

  • Access to world-class talent
  • A+ recruitment process who can build a team in just 30-45 days
  • Net Promoter Score of >60

Lastly, find an outsourcing partner with a High Net Promoter Score (of at least 60%). Why?

Net promoter score helps businesses gauge the quality of the customer service offered by outsourcing companies. In a way, this represents the primary way customers survey their experience because it means that their clients are happy which results in customer loyalty and retention. It also showcases how well the outsourcing partner is performing, how often they resolve issues, and if their clients are satisfied with their experience. A High Net Promoter Score results in a sense of security and peace of mind in terms of client satisfaction and quality business operations.

All these qualities and more can be found with the right outsourcing partner who can provide a customized, high quality social media management into your business solutions and promise the following:

  • Operational excellence
  • Build a great social media team specifically designed for your unique CX support needs
  • Operational cost savings of up to 70%
  • 90% customer satisfaction
  • 95% response rate in social media platforms
  • Increase customer and brand loyalty
  • ISO 27001 and 9001 certified and GDPR, HIPAA, and DPA2012-compliance
  • Net Promoter Score: Sense of security and peace of mind

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

Infinit-O Key Benefits:

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We can build you a great, high-performing CX team:

  • Social Media Managers 
  • Online Community Managers
  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Technical Support Representatives
  • Market Research Analysts
  • Others

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

5 days ago No Comments Views

How Outsourcing F&A Contributes to Business Sustainability, Aside From Cost Reduction

In maintaining financial stability, a company must prioritize its finance and accounting (F&A) processes especially now where the business landscape has become unpredictable because of the pandemic. Proper accounting helps you track your company’s income and gives you an accurate picture of where you stand financially, thereby allowing you to direct the course of your business.

With such a crucial role, a dedicated team is needed to properly handle finance and accounting processes, but not all companies have the resources to build one internally. Fortunately, outsourcing has become a great help when it comes to this since it helps businesses cut overhead costs without sacrificing the quality of service.

More than just cost cutting, the advantages of outsourcing F&A for business stability also include:

Access to world-class talent pool

Partnering with a good outsourcing company guarantees that you will only have access to skilled and experienced candidates who can perform their roles with efficiency and quality. With this, you are assured of less errors in your accounting processes, which can incur costly penalties, and a faster turn-around time for your clients, improving your business performance overall.

Your outsourced talent will also take care of compliance to the latest policies, accounting rules, and financial regulations so you won’t have to worry about staying up-to-date. 

Flexibility and Scalability

Another great benefit of outsourcing is being able to scale your financial and accounting processes and customize the service based on your company’s specific requirements and business needs. This means you are getting solutions tailor fit to what you only need and translates to even more cost effectiveness in the long run.

Best Tech Practices

The impact of technology in the accounting sphere is unprecedented, so to be able to keep up with the times and serve your clients better, you must have access to the latest technological advances and software relevant to your business. Most of the time, these can be very costly, but when you outsource, you get to enjoy the benefits of these resources without having to pay anything extra.

Ultimately, outsourcing takes away time-consuming tasks out of your plate and allows you and your employees to focus more on tasks that add value to the customers and on achieving your business goals.

When looking for an outsourcing partner, another thing you must remember is to partner with one that has a High Net Promoter Score.

Net Promoter Score (NPS) helps businesses gauge the quality of the customer service offered by outsourcing companies. Organizations can use NPS to assess which outsourcing service is best to partner with because this score shows loyalty trends and growth revenue outputs.

In a way, NPS represents the primary way customers survey their experience because it means that their clients are happy which results in customer loyalty and retention, making this a critical trait a BPO company should have. When used correctly, NPS (of at least 60%) can tell you how well the BPO is performing, how often they resolve issues, and if their clients are satisfied with their experience.

Look for a trusted outsourcing company that can help you build a dedicated F&A team that has:

  • Access to talent through their A+ recruitment process
  • Cost saving of up to 70%
  • Adaptability in technological advancement
  • Established Information Security
  • Operational excellence
  • A great F&A team
  • Information and data security
  • Sense of security and peace of mind

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

Infinit-O Key Benefits:

We can build you a great, high-performance F&A team composed of:

Let’s work together to build a great F&A Team.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

1 week ago No Comments Views

Why is Outsourcing RCM cost Effective and Sustainable?

One of the ways to ensure that your healthcare team is not overworked is by adding manpower to your organization such as administrative support with revenue cycle management (RCM), billing compliance, and other back-end functions. A  2020 Black Book reports that approximately 90% of hospitals have already outsourced or are planning to outsource their RCM functions to reduce overhead costs. 

But aside from being a great back up to overcome high volume of workload, employing your own team of RCM excerpts are beneficial for keeping your business up and running with any business climate and economical situation. 

Why is Outsourcing RCM cost effective and sustainable?

  1. Cost-effective 

First and foremost, a pool of outsourced healthcare and RCM professionals takes away the expenses and the added work of acquiring and training people – all without sacrificing the quality of patient care. It can allow you to save up to 70% not just on overhead cost but also general operating costs. Moreover, outsourcing is cost-efficient in terms of being scalable depending on your company’s needs and giving you the access to the latest technology relevant to the industry without spending a fortune.

And one of the benefits of unloading too much administrative duties on your core healthcare staff to enable them to focus more on the needs of their patients, this results in patient satisfaction which also improves your income and cash flow in the long run.

  1. Reduced operational errors (i.e. billing)

Outsourced teams of competent and trained medical billers from RCM can help your company prevent incurring high costs due to billing errors. They are to reduce the number of denied and rejected medical claims to the best of their abilities. All in all, this maximizes feedback assistance on reimbursements and future assets. 

And with the outsourcing partner, they can help with compliance to the ever-changing requirements and regulations in the healthcare industry (i.e. KPIs of 95% coding, billing and documentation accuracy & 90% increase in revenue) , assuring that your company meets all guidelines to avoid possible conflicts along the way.

  1. Quality Skills and Talents

Dealing with one trusted company enhances overall efficiency and accuracy. Good providers also insist on building a dedicated team of highly-experienced healthcare professionals who can deliver quality results. Having RCM talents with the skill and experience necessary to adapt the current technology you are using and be able to continuously improve on it. Usually, a great partner has A+ recruitment team and process who has access to world-class talent despite the competitive talent pool.

Choose a partner with High Net Promoter Score (>60)

An outsourcing partner with a proof of positive track record of industry & domain expertise, number of years offering healthcare support services, and client partnership tenure and company reputation & success rates such as Net Promoter Score (NPS) is a sure win in terms of getting hold of business stability for your company. With their industry experience they have the right expertise and knowledge when it comes to the general healthcare industry and the unique needs of your company to provide and render services effectively. 

With their experience and expertise this usually results in a high Net Promoter Score (>60). NPS represents the primary way customers survey their experience because it means that their clients are happy which results in customer loyalty and retention, making this a critical trait a BPO company should have. When used correctly, NPS can tell you how well the BPO is performing, how often they resolve issues, and if their clients are satisfied with their experience. Having happy patients equates to more stable business operations and sustainable healthcare services being offered with your company.

Other gains of outsourcing with the right partner are:

  • Operational excellence
  • Build a dedicated team healthcare team (i.e. RCM)
  • Operational savings of up to 70%
  • Access to world-class talent
  • A+ recruitment process
  • Industry experience
  • HIPAA and DPA-20212 compliance
  • Net Promoter Score: Sense of security and peace of mind

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

Infinit-O Key Benefits:

Provider Management Services

  • Claims Specialists
  • Medical Coders
  • Medical Billers
  • Enrollment Processors
  • Denial Management Specialist

Patient Support Services

  • Patient Concierge Specialist
  •  Insurance Verification Specialist
  • Collections Specialist
  • A/R Specialist

Health Analytics and Risk Management Services

  • Healthcare Analyst

Others

Let’s work together to build a great healthcare team.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

2 weeks ago No Comments Views

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