Month: May 2021

LDR With Your Customers? Keep It Healthy With the Help of Outsourced CX Reps

The pandemic has surely altered almost all aspects of our lives including the way we socialize with other people, how we work and stay productive, and even the way we shop for our needs and avail of services, which led to what most call as the “new normal.”

With more people prioritizing their health and safety and being more conscious with how they spend their money, consumer behavior has vastly changed. According to a research from McKinsey and Company, new normal consumers are heavily inclined to use digital channels for information as well as touch-free services, which are deemed safer and more convenient.

In this regard, companies should adopt new ways to better serve their customers and address their concerns and inquiries in the digital space. Take care of your customers online and provide excellent customer experience through the following ways:

Increase social media engagement

Since face-to-face interactions with customers are still limited, you can still make them feel engaged with your business by posting regularly on your social media pages. May it be information about your products and services, customer testimonials, informative news or even interactive posts, this adds to the overall customer experience and helps create a personality for your brand that your customers can remember you for. It also increases your visibility in these platforms, which all can result in repeat sales and new patrons.

Add more digital channels

While some people would still call or email when they need assistance, the digital shift in the new normal has made the role of a company’s digital channels more significant. Nowadays, it is important to be reachable in channels such as instant messaging apps (e.g. WeChat, Viber, WhatsApp, etc), live chatbots, and social media to cater whichever platform your customers prefer. Self-service customer support and FAQs are also recommended to have in your list of digital channels.

Be efficient and available

Your presence in different platforms will be useless if you aren’t readily available to address the queries of your customers. More often than not, customers will continue to avail of a product or service from brands that handle their concern with efficiency and speed. In social media platforms, for example, it was found that 48% of consumers have an expected response time of 24 hours for their questions and complaints to be addressed.

It is also best to provide constant updates to your customers when it comes to dealing with larger issues so that they are on loop with the progress of their complaint.

Create a more personalized experience

One of the great things about using digital channels in customer service is the availability of data that you can analyze and use to create better and more personalized experiences for your customers. But before this, you also have to make sure that they have the control and are comfortable on how their data will be used. Customers are more likely to respond positively to personalized experiences so long as they have the control on how personal it can get.

How can outsourcing help you?

Adding a dedicated CX team in your operation can make all the difference in how you handle your customers’ inquiries and concerns, helping you provide impeccable service even in the new normal.

You can best do this by hiring a capable and trusted outsourcing company that is able to meet your unique needs and understands the demands of your brand. The right partner can gather inbound and outbound solutions, CMS, social media, and back-office services. They can provide your own dedicated team within 30 days and is at your service 24/7, with cost savings of up to 70%. Make sure that they are also ISO-certified and GDPR-compliant, so your company and client data are safe.

In summary, having the right outsourcing partner promises the following:

  • Operational excellence
  • Build a dedicated customer support team
  • Operational savings of up to 70%
  • Access to world-class talent
  • A+ recruitment process
  • Industry experience
  • SO-certified and GDPR-compliant
  • > 60 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.

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
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Others

Let’s work together to build a great Customer Care Support Team

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

2 weeks ago No Comments Views

Why Outsource Your Payroll Service Team for Business Stability

There are times when back office functions like Human Resource, Payroll, and Data Entry are overlooked in a company. However, this shouldn’t be the case because these roles essentially serve as the administrative backbone of any business. When these tasks are managed well, it sets the company up for success by boosting productivity and keeping costs low.

Building a quality back office team in-house, in this case a payroll service team, may be challenging especially if you don’t have access to world-class talents in the industry. When it comes to hiring people who will take care of your employees’ salaries and taxes, it is important to choose only those who are skilled and experienced in order to avoid delays, inefficiency in accomplishing tasks, and overall low quality service.

Outsourcing is a great alternative you can resort to when looking for professionals to handle your payroll functions since outsourcing providers have access to specialists that can add value to your back office. More than that, here are other advantages to outsourcing your payroll team:

Save time and resources

Hiring payroll management professionals in-house can take up a significant amount of time and money with the long and costly process of recruiting and training people as well as purchasing software and supplies they might need. When you outsource, these will all be eliminated and you are ensured that the salaries and benefits of your employees are paid out in a timely manner each and every month.

Avoid mistakes and compliance issues

One of the most significant benefits of outsourcing your company’s payroll needs is the compliance to constantly changing tax regulations. You don’t have to worry about paying US IRS penalties due to late payments and miscalculation errors  because your outsourcing partner will make sure that payments are always made on time. In line with this, it is recommended to look for a provider that has a system setup that will automatically pay and file the salaries and taxes for you.

Focus on what you do best

When you outsource your payroll service team, you free yourself and your staff of the time-consuming tasks of calculating wages and salaries, withholding income taxes, paying out company and employee contributions and more. This gives you the opportunity to focus on  revenue-generating activities like business growth strategy, marketing, and customer service, and other core competencies that will help you reach your goals better, equating to business sustainability and stability.

Is it safe?

While advantages of outsourcing payroll services are plenty, there are also some disadvantages to be aware of such as security issues, privacy concerns about employee data, and lack of service quality or timely reporting. But the right outsourcing partner is ISO 27001 and 9001 certified and GDPR, and DPA2012-compliant to ensure data protection and omit security breaches. Of course, these can all be prevented by partnering with a trusted and reputed outsourcing provider with a >60 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 BPO 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, and this results in customer loyalty and retention, making a high NPS a critical trait any outsourcing 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.

When you’re aiming for business stability, team up with a solutions partner that makes your process, their process. The right outsourcing partner ensure:

  • Operational excellence
  • Having a great back office team
  • Industry experience
  • Operational cost savings of up to 70%
  • Information and data security
  • >60 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:

We can build you a great, high-performing Payroll and other back office teams:

  • HR Compensation & Benefit Specialist
  • HR Data Management Specialist
  • HR Employee Engagement Specialist
  • Employee Relations Officer
  • Recruitment Specialist
  • Payroll Specialist
  • Data Entry Specialist
  • Others

Let’s work together to build a great HR Team.

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

3 weeks ago No Comments Views

How To Revolutionize Customer Care Service In This Pandemic?

It won’t be an understatement to say that COVID-19 has been the defining event of 2020, with lasting implications on all aspects of life. Businesses worldwide, especially restaurants, banks, and retail stores, are still reeling from unparalleled disruption and upheaval in its aftermath.

The far-reaching impacts of COVID-19 have had many companies rethinking their customer experience model. And as more people turn to online shopping, a brand’s ability to deliver a seamless customer experience is severely challenged.

As businesses continue to look for ways to provide support and reassurance to their audiences, revolutionizing customer care has become critical to their continuity and sustainability. While a robust contingency plan helps, it is imperative to focus and transform your customer support.

Here are a few ways to do just that:

Instant Transition To Remote Working

Physical distancing and community lockdowns have forced companies to change how they operate and cater to their clientele.

Even though flexible arrangements like remote working support organizations, ensuring a smooth transition to work-from-home in contact/call centers has proved challenging.

They’ve had to switch from large offices with hundreds of staff to a dispersed workforce confined to their homes. This has left employees potentially struggling to operate effectively from their homes.

The fact is that most companies were not ready.

However, businesses that prioritized customer service were quick to make technology and digital marketing their allies. While their websites get up and running, their representatives visit online forums to entice people to buy from their on-call or online. Many have also turned to social media and email marketing to remind their new and old customers of their presence.

Technology has taken center stage as it is critical to outsourcing companies to have the ability to embrace remote working seamlessly. Moving forward, such cutting-edge and advanced digital solutions will remain essential in delivering a consistent customer experience (CX).

Improve Customer Query Strategy to Ensure Customer Satisfaction

COVID-19 affected customer experience in two ways. At the outset, customer expectations changed drastically as they turned away from luxury purchases. And then, their queries became much more time-consuming and complex to answer at times because they wanted to make sure their hard-earned cash wouldn’t go to waste.

For instance, consumers shopping for groceries online may have questions about product availability, booking a delivery slot, and the store’s stance on social distancing and safety precautions.

But, internal factors that revolve around staffing, technology, and budgets hampered many organizations’ abilities to respond to their customers.

Essentially, most businesses end up compromising the quality of their service as they lose focus on specific channels. While customers might have accepted this during the early days of the lockdown and pandemic, it’s no longer a viable strategy.

What marketers need is a sustainable and long-term solution to customer satisfaction woes.

As it turns out, the solution is quite simple: stay connected with consumers online and do all that you can to guarantee that you care. According to 68% of the respondents in a popular survey,  companies should focus on helping people during the pandemic, while 81% believe that they should offer discounts, offers, and loyalty perks for loyal customers.

Create Strategic Standout Digital Customer Experience

Customers are financially, mentally, and emotionally stressed by COVID-19. Companies implemented advanced technology and went touchless to manage their digital customers.

This, in turn, impacted their buying and spending patterns, and there will likely be long-term, collective shifts in the way your customers behave and shop online.

According to a report by Forrester, 37% of shoppers prefer to remain indoors while carrying out their main activities remotely, including socializing, working, consuming media, and making essential purchases.

As brick-and-mortar stores have limited their services physically, one-quarter of the consumers in the U.S. have shopped online for the first time. And just one-third of the existing online buyers plan to visit physical stores when they reopen.

These statistics substantiate the new customer mindset. Shoppers don’t plan on abandoning the convenience and safety of online shopping even when physical stores reopen.

And as more retailers pour more resources into building their online shopping experiences, customers’ expectations for online shopping will continue to rise.

How can outsourcing help you?

Adding a dedicated CX team in your operation can make all the difference in how you handle your customers’ inquiries and concerns, helping you provide impeccable service even in the new normal.

You can best do this by hiring a capable and trusted outsourcing company that is able to meet your unique needs and understands the demands of your brand. The right partner can:

  • Build inbound and outbound solutions, CMS, social media, and back-office services or your own dedicated team within 30-45 days
  • Access to world-class CX talent
  • Customer Service Industry Experience
  • 24/7 operations
  • cost savings of up to 70%
  • Established Information Security (esp this remote work setting)

In summary, having the right outsourcing partner promises the following:

  • Operational excellence
  • Build a dedicated ominichannel support team
  • Operational savings of up to 70%
  • A+ recruitment process
  • Industry experience
  • ISO-certified and GDPR-compliant
  • > 60 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.

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
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Others

Let’s work together to build a great Customer Care Support Team

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

3 weeks ago No Comments Views

Understanding Customer Feedback With A Team Of Research & Data Specialists

A business can only be prosperous if it can continue to intrigue, attract its audiences and convert them into buying customers. For that, you must have products and services that resonate with people.

This makes it imperative to adapt to the shifting customer paradigm to ensure continued business success and optimal performance. And a significant part of this lies in harnessing the power of your customers’ feedback.

But before you approach them to collect their feedback, define what you want to achieve clearly. Make this an opportunity to enhance the user experience for them, so they feel privileged about being asked for opinions and advice. This will allow you to connect with them intrinsically and better understand and analyze their answers.

Let’s explore some ways that can help your business.

How Customer Feedback Helps Improve Your Business?

Leveraging customer feedback helps you enhance your existing and upcoming products and services and, ultimately, your business.

Your customers tell what they want, how they want it, and their pain points. This information can help you make significant additions or improvements to your brand’s offerings, showing your patrons that you value their opinions.

Since it costs companies 6-7 times more to acquire a new customer than retain the existing ones, it’s essential to utilize your customers’ feedback to keep them satisfied.

Most importantly, for customer feedback to help you improve your business, you need to share it across all departments. Internal teams can better support and learn how to address your customer concerns tactfully and reward the most valuable customers.

Whether you receive positive or negative customer feedback, it makes sense to improve your offerings and the overall business.

Here are a few ways to use your customers’ feedback that can help you optimize your business.

Adds Credibility

Using constructive customer feedback is an effective way to counteract the impact of negative comments and helps you enhance your business’s performance. You can add testimonials and positive reviews to your site, increasing the integrity, trustworthiness, and credibility of your products/services and the overall brand.

Furthermore, you can make informed decisions. For instance, if feedback demonstrates customers are not happy with your email response times, you can improve it. Similarly, if it shows that your customer’s preferred social media channel is Instagram, then you can be visible on Instagram to connect and engage with your customers. 

Boost Sales

Monitoring customer sentiment can help you figure out what exactly you need to say to entice your prospects to hit the buy button. Listening to their opinions and ideas online lets you know why they prefer certain brands over others, and you can use this info and become what they want to see.

This is the secret to long-term survival for many modern businesses.  Moreover, it also helps you grow a loyal customer base.

When you deliver an exceptional experience, your customers put their trust in your brand and purchase repeatedly. They might also refer your services/products to their friends, family, and acquaintances.

Shows You are Responsive

When customers suspect that your competition can better cater to their demands or become irritated with your products/services, they stop doing business with you.

Incorporating customer feedback into your business decisions can help you differentiate from your competitors and is a surefire way to deliver a stellar customer experience, especially in a market with fierce competition.

Predominantly, efficiently integrating customer feedback in a way that conveys to your customers that they are heard and taken seriously.

Also, you can benefit from negative feedback as it presents you with the opportunity to defend and clarify your stance with a personalized, polite, and thorough response. This, in turn, helps you maintain a firm image in front of your current and potential customers.

Directs Your Evolution

Are your customers unsatisfied with a specific aspect of your product’s design? Have they suggested a few changes? These suggestions are valuable assets for your business as they can help you innovate and keep up with the changing times.

Serves As A Road Map

Feedback from omnichannel sources such as online reviews of your customers allows you to decide better and gauge the approach you are taking on. Rather than speculating on what you hope or think your customers might want, you give them precisely what they have asked for. You can improve and move your business in the right direction.

How Outsourced Research and Data Teams Help You Understand Customer Feedback

Today, the data-rich environment has enabled and transformed customer analytics into something more. Essentially, research and development (R&D) is becoming the new marketing substitute.

R&D is an integral part of any business that helps marketers instantly access customer feedback, reactions, and behaviors across multiple media and channels. This, in turn, empowers enterprises to determine consumer preferences, meet customer needs, and help align supply and demand. In simple words, research and development are pivotal to driving your business. 

Furthermore, the role of research and development (e.g. Text Analyst, Reputation Managers, etc)  has emerged over the past few years and for good. You can get valuable customer data through various marketing research tools like surveys, phone interviews, and focus groups.

It helps you transform the customer experience through data collection and analytics. These avenues can uncover in-depth knowledge of consumers that businesses need to prosper.

Businesses also consider data outsourcing a great option where external providers help you manage and maintain all your business data, including customer-related information.

R&D is key to finding and understanding advanced data analytics.  This means you can capture your customer complaints and feedback at each stage in their life cycle while letting you take on a customer-centric approach.

In addition, insights and intelligence gained from analytics direct your organization towards appropriate solutions for customers. Integrating tools like cloud-based servers for customer data management can help your business enhance revenue, customer loyalty, and superior service.

To enhance the customer journey and improve your business, it is paramount to gather data from each customer touchpoint to develop an integrated idea of their feedback and interactions.

As more organizations adopt cloud-based solutions to optimize business performance, there is a greater need for cloud management outsourcing to help them manage. This evolution is a must for businesses looking to enhance their customer service numbers.

The right R&D team can not only help you understand what your customers want but also ensure that you choose the right services and solutions for the betterment of your business. Their services go well beyond the same old metrics as they convert plain data into powerful information that leads to better business decisions.

But why outsource?

  • Access to World-class Talent at a Reduced Cost

A+ recruitment process and access to world-class talent allows them to build a great, high-performing R&D team within 30-45 days. They also have access to certified R&D experts and will curate a competency-based development plan to keep your dedicated team sharp so you won’t need to spend additional training cost giving you a projected operational savings of up to 70%

  • Information Security

A great R&D BPO has an established information security system that makes sure your data and your customers’ data are kept secure, avoiding any type of breach and other security concerns. They should be ISO 27001 and 9001 certified and GDPR, HIPAA, and DPA2012-compliant. 

  • Customer Satisfaction Rating

With a dedicated R&D team, you can consistently track your customer’s concerns and create an action plan to ensure that their feedback is not only heard but necessary actions are executed to address said concerns. This can help boost customer satisfaction rating and ultimately help you achieve your business goals.

Why does a high Net Promoter Score equate Operational Excellence?

Net Promoter Score helps businesses gauge the quality of the service offered by outsourcing companies. Organizations can use NPS to assess which BPO 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, and this results in customer loyalty and retention, making a high NPS a critical trait any 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.

Lastly, the right outsourcing partner promises for the following:

  • Operational excellence
  • Build a great, high-performing market research support team specifically designed for your security needs
  • Operational cost savings of up to 70%
  • ISO 27001 and 9001 certified, GDPR, HIPAA and DPA20212-compliant
  • >60 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:

We can build you a great, high-performing R&D team:

  • Research Analyst
  • Account Research Specialist
  • Business Analyst
  • Database Maintenance Specialist
  • Product Reputation Manager
  • Threat Intelligence Analyst
  • Threat Landscape Analyst
  • Other R&D Experts

Let’s work together to build a great Research and Data Team.

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

4 weeks ago No Comments Views

Understand the Effect of Digital Shift in Customer Behavior And How Outsourcing Can Help

The pandemic had made businesses shift not only work arrangement but transactions and interactions in various industries shifted from in-person to online. But since it was an unforeseeable crisis, the digital shift was not something businesses had prepared for. As companies adapt, it has made them become digitally dependent to maintain normalcy on their business operations.

This is where the rise of e-commerce has come about. The buying and selling trade has radically changed from physical stores to online stores and the shift in the customer’s buying habits means less people are shopping in stores making the demand on online shopping and e-commerce more relevant. However, e-commerce is a new business discipline that not all companies are experts with.

To keep business in full, understanding the psychological behaviour of your customers allows you to identify the challenges of online trade is your step forward to success. Knowing these coupled with outsourcing will help you increase customer satisfaction and improve the customer experience.

Online Shopping Behaviour:

According to Behavior Change Model of Dr. BJ Foggs from Stanford University, buyer’s drive to purchase are based on three basic elements:

  1. Motivation – to purchase based on the promise of pleasure, avoidance of pain, a sense of hope or fear or the promise of social normalcy which are very apparent in this pandemic.
  1. Ability – to buy, this refers to financial ability, knowledge or time required to purchase or use your product.
  1. Trigger – or ‘something’ that prompts the potential consumer to take action, right now, and click buy.

Understanding the buying habits of people in the time of pandemic will enable your ecommerce business

to strive and adapt. You can leverage on this to create marketing strategies that will speak to your target audience.

How can outsourcing a team of customer service support help?

As online shopping becomes the new normal with 129% year-over-year growth in U.S. & Canadian ecommerce orders as of April 21, and 146% growth in all online retail orders, having an outsourcing partner will help maintain your online store and eventually can grow your ecommerce platform while you focus on your core business and create your brand. Other benefits of outsourcing are:

  1. Omnichannel eCommerce Support

Online orders should be managed on a daily basis from payment, shipping, answering inquiries up until the delivery of the items to the customer properly and on time. Therefore, this requires more manpower from customer service, email inquiries, order trackers among others. And building different teams with different expertise can be very expensive and time consuming. But with outsourcing, they can build you an omnichannel support team that can manage front-to-end customer support. 

  1. Operation Cost Savings

As mentioned on point 1, building a  front-to-end customer support team can be costly. But, with the right outsourcing partner, you can save about 70% on upfront and ongoing operational costs from having an inhouse service. With an in-house team you have to consider that significant investment is required such as systems integration, web development, back office support and other operational logistics. But a trusted outsourcing partner already has people, processes,

technology, and security in place that are both tried and tested.

  1. Industry Experience in Tracking Inventory Sales

SMBs are unlikely to achieve a full economic scale because the volume of work for the business requires industry expertise. Doing it alone also means less efficiency at managing orders, maintaining your online store and rapidly fixing problems as needed. But having an outsourcing partner that has expertise with the business increases productivity thus increases revenue by sharing industry knowledge and experience into your operations to help improve your overall business model and ensure that customer satisfaction is met.

Lastly, find an outsourcing partner with a High Net Promoter Score (>60). Why?

Net Promoter Score (NPS) 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 (>60) 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:

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.

4 weeks ago No Comments Views

Where to Find World-Class F&A Talents?

The finance and accounting (F&A) industry has faced a shortage of qualified talents in the last several years mainly due to the aging population of F&A professionals and the lack of new talents to fill in the gap. Additionally, this problem has been heightened by the COVID-19 pandemic that made the talent access more scarce, the hiring process even more challenging, and attrition and turnover rates higher than ever. It is crucial to note that high attrition rate is critical because it results in loss of employee knowledge, loss of morale for those remaining team members and overall loss of productivity.

Given how vital F&A processes are in business sustainability, it’s important to hire only skilled and experienced professionals in your team. While in-house recruitment is still a viable option, you can save more on time and resources when you choose to outsource – an advantage that is definitely relevant nowadays.

Aside from enabling you to cut on personnel costs and other overhead expenses, outsourcing can link you with qualified candidates for your F&A team. In order to enjoy these benefits, you have to be keen in choosing the outsourcing company you want to partner with. So when looking for a prospective provider, here are some qualifications that you need to look for.

Access to a pool of world-class talents

First and foremost, choose to partner with a provider that will give you access to skilled and experienced F&A professionals. By doing so, you will be able to scout skilled accountants, bookkeepers, financial risk managers, and other F&A experts who will match your company’s unique needs. You can be guaranteed that these candidates have the knowledge, experience, and even the necessary certifications to handle your F&A processes, minimize costly accounting errors, and improve your overall business performance.

A+ recruitment process

Another thing to consider in an outsourcing partner is a well-established hiring process that allows them to filter the best people for your company and make sure that they have the proper certifications and skills for their roles. With this, you can have a great F&A team and at the same time, scale your operations on an immediate basis when necessary because their industry network allows them to source new talent quickly and effectively. 

Industry experience

You will be able to gauge an outsourcing provider’s level of experience based on the number of projects it has completed and how intensive those projects were using various F&A platforms such as Quickbooks, Microsoft Dynamics, STAARS, Charles River Database, etc. This is important to consider because experience can indicate if a provider has the knowledge and experience in the F&A industry to effectively handle the tasks and processes you plan to outsource.

High Retention Rate

Employee retention is one of the persistent issues in the outsourcing industry where typical retention rates range from 50 to 80 percent depending on the field of specialty. Find an outsourcing partner that has a high retention rate, because this usually indicates that a company has excellent employee engagement practices such as programs and activities that promote growth in and out of the workplace. This will result in increased productivity among employees and competent professionals who can manage your F&A processes effectively.

High Net Promoter Score

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 month ago No Comments Views

Q2 BO4: To Outsource Human Resources? That is the Question

Human resource (HR) functions are one of the most essential departments of any organization. This team is responsible for every facet of employee management from recruitment, selection, hiring and training new employees up to payroll services, management employee benefits, complaints and overall employee satisfaction to ensure that the people in your company are well taken care of and generally in a healthy and happy working environment.

But for small to medium sized businesses, setting up an effective and efficient in-house HR department may be challenging most especially HR management is both comprehensive and complex. Having the right resources, the right people and the right process is the formula for having an effective HR department which all in all can be costly. That is why outsourcing this function is always a smart move. This article will give you a roadmap on what HR functions you can outsource and what are the benefits in doing so.

HR teams you can outsource:

Building an HR support team will ensure administrative duties and non-client facing functions to keep your business up and running. And one of the good benefits of outsourcing this is that you can build different elements of HR functions without the administrative burden.

HR Admin Support

Responsible for recruiting the right people for your unique needs. Their A+ recruitment process ensures building a great, high-performing team. They are also responsible for employee relations, payroll, benefits, and training making your outsourced teams happy and taken care of.

Data Entry Management

Want a well-maintained business database? This team will handle and update your customer and company information accurately with minimal errors.

Payroll Services

Happy employees are well-compensated employees. Allow your payroll services team to calculate and process payment systems ensuring timely payments to your people. This service not only ensures proper pay is given but wage and hour laws are practiced to ensure compliance with the state and federal laws regarding paying your employees.

Sales Enablement & Marketing

Develop effective sales strategies and fresh marketing concepts by providing sales support to contact generation and management of sales documents. They will scout new leads and convert them into financial opportunities to keep your business growing. 

Benefits of Outsourcing Human Resources:

The main benefit of outsourcing this department is having administrative support so you and your core team can focus on achieving your business goals. To further appreciate this, we highlighted other benefits of outsourcing this function:

  1. Provides Operational Cost Savings

HR management is very costly. The more employees and teams you want to build for your company, the more HR staff you need because challenges will arise if one HR employee will focus on recruitment, hiring and payroll services. But hiring different HR teams mean operational expenses such as salary, benefits, taxes, office space, computer, and necessary tools per department. Remember that even if HR is crucial to every company, they don’t generate direct revenue  hence maintaining an in-house team requires a significant amount of resources.

But outsourcing this with the right partner allows you up to 70% cost savings in operational expenses. They will help you cut down employee acquisition costs, training costs, salaries, and the tools and office requirements to keep this department running. Your outsourcing partner will effectively manage limited resources yet ensuring that they build you great, high-performing HR teams.

  1. Access to Specialized HR Talent

The right outsourcing partner will build you a highly capable HR team who are experts that specializes in specific HR functions that are essential to improve the quality of your people management and administrative needs. In addition, they will streamline overall HR processes resulting in a more cohesive and effective HR management and administrative duties. If you have a team that solely focuses on HR tasks and people that are equipped with the right skill sets in human resources, it will essentially improve the quality of your HR department.

  1. Effective Risk Management

With the vast federal laws and regulations that businesses need to be fully aware of and to follow, to remain compliant can be very challenging especially with the constant updates and new regulations that are routinely being implemented. Yet, if your organization is unable to keep up with these constantly changing laws and regulations, it results in noncompliance which can lead to serious financial consequences.

But your outsourced HR teams can stay on top of all relevance changes and will perform regular audits to ensure compliance. They will ensure compliance with hiring, insurance and benefit regulations which helps not only avoid legal issues but overall protect your employees.

  1. Allows You to Focus on Growing Your Business

HR plays an important role in the success of your company because the administrative burden is taken from your already full plate of responsibilities, allowing you to focus more on what you do best — achieving your business goals. 

Your HR department will grow as your business grows. By outsourcing this department, it will take off a significant strain not only on resources but also employee management so you can focus more of your time and resources on matters that directly relate to the growth of your business.

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

Why does a high Net Promoter Score equate Operational Excellence?

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:

  • Building great, high-performing teams
  • Access to talent through their A+ recruitment process
  • Cost saving of up to 70%
  • Adaptability in technological advancement
  • Operational excellence
  • Information and data security
  • Established Information 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 HR & Back Office Teams:

  • HR Compensation & Benefit
  • HR Data Management
  • HR Employee Engagement
  • Employee Relations Officer
  • Recruitment Specialist
  • Payroll Specialist
  • Data Entry Specialist
  • Others

Let’s work together to build a great HR Team.

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

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Why Access to World-class Talent Important for an Outsourcing Company?

Talent acquisition isn’t how it used to be because nowadays recruitment demands are more methodical. In addition, the competition on finding the best candidates becomes more and more tight. Workplace Trends states that 79% of HR managers struggle on finding best fit people who match the job requirements of their organization. Usually candidates fall short on the following:

  • Relevant on-the-job experience
  • Soft skills
  • Industry knowledge
  • Strong work ethic

While the number of work opportunities increase, the skill gap remains. This results in multiple companies competing to a shrinking talent pool. Other challenges in recruitment are:

Millennial Workforce

Unlike the older generations, the younger workforce is more accustomed to jumping from company to company, with an average tenure of not more than 3 years in an organization. If they don’t find their sense of purpose and are satisfied with the career development or the training program your company has to offer, they usually look for the next big thing.

Decreased Volume of Applicants

SHRM study shows that 51% of organizations do not make quality hires from either lack of talent supply with the increasing workforce demand or that your company has no online presence. It is important to note that ⅓ or 80% of applicants are looking for jobs online.

Fierce Competition

Most if not all companies aim to hire the best people to employ. Yet shrink in the talent pool makes hiring a competition between businesses. Job seekers with the best skills and sufficient experience usually choose which company to commit. But if you don’t have a solid recruitment process nor access to these talents, you won’t get the best people for your organization. 

Company Name Recognition

It’s easier for well-known companies to make a hire. For small to medium businesses, the candidate pool gets even smaller making it more difficult to fill in job openings. You have to have a good reputation or a brand presence for applicants to trust your organization enough to apply for a job vacancy. Your recruitment team should have strategies to keep the ball rolling despite said competition from reputable companies.

79% of hiring managers admit that they don’t know how to resolve these challenges. But a smart way to circumvent it is by finding an outsourcing company who can ensure building great high-performing teams for you. But why is access to world-class talent important for an outsourcing company?

  1. Gives You a Range of Services and Quality of Talent

A good outsourcing provider has a dedicated team of highly-experienced recruiters who can deliver results by making quality hires. A solid recruitment team knows where to source candidates that will fit the unique needs of your business. Lastly, a short recruitment cycle attracts high quality applicants and good candidates. 

At Infinit-O, we have access to over 9 million job boards, have partnership with professional and non-professional organizations and top universities so we have the first dibs on quality job seekers with the right skill set, knowledge, experience and certifications. We also don’t limit ourselves to geographical borders but we find people from all over the world. 

  1. Provides a Fast and Efficient Hiring Process

The right outsourcing partner ensures a 30-45 days hiring to onboarding because having access to world-class talent makes the hiring process faster and efficient. This fast yet quality recruitment process results in an overall impact on business performance because skilled professionals can start procuring for your business within the strategic timeline. This efficient timeframe not only fills in needed positions but ensures that they are trained and on-board before starting assuming the role. 

  1. Cost Savings Opportunities

Access to a sufficient talent pool decreases cost-per-hire and time-to-hire therefore allowing you save operational and hiring costs  Always bear in mind that extended recruitment cycles are costly, aside from the operational expenses needed in finding people for your company, delay in hiring people results in delayed workforce operations that have a significant effect on opportunity income and profitability.

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

Why does a high Net Promoter Score equate Operational Excellence?

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
  • Building great, high-performing teams
  • 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 teams for the following line of business:

Healthcare

Finance and Accounting

Research and Data

Customer Experience Support

Information Technology

Back Office Support

1 month ago No Comments Views

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