Month: October 2021

Why a Team of Omnichannel Support a Must for Your Company

Through Omnichannel support, brands can reach customers at every stage of the buying experience and provide relevant customer support across all channels. To put it simply it is a holistic approach to ensure that your customers are well-taken care of and are satisfied with service they receive.

Note that according to a research by Entrepreneur, 80 percent of businesses believe they provide excellent customer service but only 8 percent of customers agree.

That is why having an omnichannel team in your organization is relevant to your business’ success. Although one of the biggest hurdles with this is finding the right people and ensuring that even if you’re adding a new set of team it will not affect the allocation in your operational cost. Lastly, it is crucial that you have the proper set of knowledge and experience in an omnichannel system.

One best way to overcome said challenges is through outsourcing this team with the right partner who has:

  • Access to world-class talent
  • Offers operational cost savings up to 70%
  • Has operational excellence

If you find a partner that can provide these strategic solutions, you will learn these 3 reasons why they are a must for your company :

  1. Holistic customer experience

Omni means “in all ways and places”. Having an omnichannel team allows you to be one step ahead in making sure that in every aspect of their buying experience you care for their needs. You can give them access to multiple easy options to reach out to your brand at any time of the day, handle queries and resolve issues on-time. 

A research conducted by Gladly states that 80% of customers will recommend a company after a great customer experience and 40% satisfied customers will share their story on social media which is now considered as good marketing. In turn, this will boost customer retention rates and bring more revenue to your business.

  1. Personalized customer service

A recent study by Forbes reveals that 90% of customers find that messages from companies are “annoying” and are not personally relevant. In the same study, 67% of Millennials and Gen Zers stated that they expect companies to always be personalized. 

This data simply shows that personalized customer experience is a necessity. With a structured omnichannel team in place, serving human connection is more feasible because there is a dedicated team with the main priority to address unique and individual concerns of their customers.

  1. Cost effective and capital efficient

This is by far the most important reason for having omnichannel support in your organization.  Aberdeen Group states that consistent service quality across multiple channels retain 89% of their customers, whereas companies that do not provide a consistent quality are only able to retain 33%.

Having said that, it generates ROI more effectively than traditional customer service. It is also cost effective because instead of hiring support teams in different channels, you have experts that can handle multiple concerns and modes of communication with the customers.

Omnichannel customer service is the solution for forward-thinking businesses. But it is important to find an outsourcing partner to build a team with. Make sure that your potential outsourcing company has:

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

An outsourcing partner with a High Net Promoter Score (of at least 60%). 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:

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

Where to Find Claims Processing Experts

For healthcare providers, managing complex interactions with medical insurance companies can sometimes take away the focus on providing excellent patient experience. This is why having experts handle these kinds of transactions is important not only to ensure efficiency in operations but to prevent common errors and noncompliance to regulations.

Claims processing in particular is a tedious and complicated task that involves reviewing claim submissions, obtaining and verifying information, corresponding with insurance agents and beneficiaries, and processing claim payments. With their knowledge and expertise, claim processors can manage these responsibilities well, eliminate backlogs and tighten turnaround times.

One of the best ways to have them in your team is through outsourcing. A dedicated outsourced team of claims processing experts who have an intimate experience with revenue cycle management will create customized solutions for your company and adapt to your processes while improving them when they can. When you outsource your claims processing experts, you can also enjoy the following benefits:

Streamlined and more efficient claims processing

Adding an outsourced claims processing team in your operations means you have a dedicated set of people that can help you handle a high volume of transactions and reduce processing time with the use of automated and streamlined processes. In turn, this maximizes your team’s output and the rest of your staff can focus on delivering the best care to your patients and other tasks that can help in the improvement of your company.

Improved patient satisfaction

Outsourcing providers have the experience, expertise and resources when it comes to managing challenges that come with claims processing and you can use these to your advantage to improve your customer service. With an outsourced team devoted to handling claims processing, turnaround time will be faster and claims are handled with greater accuracy. Each client will also be given closer attention regarding their concerns and queries by your claim processors – all of these resulting in greater patient satisfaction.

Lowered operations costs

By outsourcing your claims processors, you are able to cut the expenses that come with hiring in-house talent including benefits, salary, and training without compromising the quality of service. There’s also no need to invest in the necessary technology and infrastructure for the role since the right outsourcing provider has the resources and tools to help streamline and automate the claims processes.

When looking for a trusted outsourcing company, partner with the one that can help you build a dedicated claims processing team that has:

  • Access to world-class talent
  • A+ recruitment process that can hire and on-board new teams within 30-45 days
  • A high Net Promoter Score of at least 60

Net Promoter Score (NPS) helps businesses gauge the quality of the customer service offered by outsourcing companies. Organisations 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 an 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.

The right partner will guarantee you:

  • Operational excellence
  • A dedicated team of RCM experts
  • Operational cost savings of up to 70%
  • 95% coding, billing and documentation accuracy
  • 90% ROI in correct claims processing
  • Improved denial management rate
  • ISO 27001 and 9001 certified, GDPR, HIPAA compliant
  • Net Promoter Score >60: 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 RCM team composed of:

  • Claims Processors
  • Medical Coders
  • Medical Billers
  • Patient Concierge
  • Clinical Abstractors
  • Patient Concierge
  • Medical Review Specialists
  • Care Navigators
  • Outbound/Inbound Collections
  • Other RCM Teams
  • Other Healthcare Support

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

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

7 days ago No Comments Views

Why It Is Best to Outsource a Team of Payroll Specialists

When it comes to running a business, maintaining a positive morale in the workplace is important for employee satisfaction and retention – two key performance indicators for business success. One of the ways to build trust among employees and keep them motivated to work is completing payroll in a consistent and timely manner, which can be done with a dedicated team of payroll specialists.

Not all companies have the capacity and resources to build an in-house payroll team. Most of the time, these crucial yet time-consuming tasks are delegated to the human resource (HR) department. Although this set-up is viable, it also has its own downsides like taking away the focus of HR personnel from their core tasks.

Businesses regardless of their size and scale can explore outsourcing to ensure that their payroll processes are properly managed. According to a news article in the Journal of Accountancy, 47 percent of U.S. and Canadian companies choose to outsource their payroll team and it’s all for good reasons. More than just cost-savings, it can give you:

More time to focus on business growth

As aforementioned, processing payroll is a task that can take up a lot of your personnel’s time because it involves a handful of steps and most of these require a high level of attention to detail. From calculating payroll amounts and generating reports to remitting taxes and returns and distributing paychecks, it can quickly drain your human resources.

By outsourcing payroll specialists, you are taking these tasks off your staff’s already full plate so they can focus more on core business activities that can drive performance and growth, and put your business forward.

Compliance to regulations and standards

Partnering with the right outsourcing provider for your payroll team will help you stay compliant to everchanging tax regulations and avoid paying costly penalties due to late or incorrect filings and payments. According to the IRS, 40 percent of small businesses incur an average of $845 each year in penalties because of these.

Your outsourced payroll specialists have the responsibility to make sure that your payments and filings are accomplished in time and error-free. They also stay up-to-date with the latest regulation changes that could affect payroll.

Access to expert talent

One great advantage of outsourcing a payroll team is working with highly trained professionals who have the skills and industry experience to administer all aspects of your payroll needs, and ensuring compliance and high quality service. They bring with them expert knowledge about tax regulations, withholding rates, government forms, comprehensive payroll reporting and other important concepts in payroll processing that business owners and other staff may not readily know of.

Now that you are aware of the many benefits you can enjoy if you outsource your payroll team, it’s also important to note some common concerns about it such as security and privacy issues, and lack of service quality or timely reporting. To prevent these problems, choose the right outsourcing partner that is ISO 27001 and 9001 certified and GDPR, and DPA2012-compliant, which will ensure data protection and omit security breaches. Moreover, partner 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.

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.

2 weeks ago No Comments Views

3 Reasons Why You Should Choose an Outsourcing Partner with a Business Continuity Plan

Thinking of outsourcing some of your business processes? Before you land a company that fits well with your organization’s needs and vision, there are many factors to consider. Industry experience, expertise, cost efficiency, and compliance are just some on the top of the list, but the pandemic situation also highlighted the value of having a well laid out business continuity plan for outsourcing providers.

In its simplest form, a business continuity plan (BCP) is a structured response that contains all vital information an organization needs to restore and maintain critical business functions during an emergency or crisis. Unlike disaster recovery that mainly focuses on the recovery of data, hardware, and other IT assets after a disruption occurs, BCP takes account of all measures to ensure that operations continue even during a disaster.

To put the importance of having a BCP in perspective, just an hour of downtime can cost businesses anywhere from $10,000 to $5 million depending on their size. More than that, it can also result in negative brand reputation especially among consumers, and loss of business opportunities.

Partnering with an outsourcing company that has a good BCP in place can ensure you of the following:

Preparedness for crisis

Entrusting part of your business processes to an external provider will always have its risks, but choosing one that has a BCP can undoubtedly give you more peace of mind since you are assured that they are ready in case a disaster happens. Whether it’s a data breach, a fire in the office or a global pandemic, your outsourcing partner knows its plan of action to minimize adverse impacts to their operations and clients.

Having a BCP should give outsourcing providers an idea on what areas to improve on, and the technologies and procedures to look into to better their disaster response for future reference.

Shortened period of disruption

As mentioned above, downtime caused by disruptions can be detrimental to any business, which is why your outsourcing partner should be able to make quick yet intelligent decisions based on their BCP to avoid delay in restoring operations and risking their clients.

For instance, at the onset of the COVID-19 pandemic in the Philippines, quarantine restrictions prevented employees from reporting to the office. An outsourcing company that is unprepared for this kind of scenario would have their operations severely compromised, but one that has an organized and structured plan would be able to know what procedures to take to make sure their employees are able to continue doing their jobs at the safety of their homes and with adequate assistance.

Excellent risk management

Risk assessment is a big part of a BCP — in fact, this is where it all begins. An outsourcing company with a BCP has identified the various risks it can possibly encounter as well as the consequences these can entail for them and their clients. Doing this helps them prioritize, mitigate and manage risk factors, which ultimately contributes to better resilience to disruptive events should they happen in the future.

Client’s Peace of Mind

Having a well-established BCP gives you peace of mind because  you can be confident that they can keep your business running despite any potential disruption in the market. Great BPO partners have access to the right:

  1. People – world-class talent
  2. Process – business continuity plans
  3. Technology – updated technology
  4. Security – well-established information security

On top of having a BCP, choose an outsourcing partner that also has:

  • Access to talent through their A+ recruitment process
  • Cost savings of up to 70%
  • Adaptability in technological advancement
  • Established Information Security
  • Operational excellence
  • 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:

In Infinit-O, we understand that our clients require a business partner that can deliver consistently in different adverse scenarios. That is why it is important that we have a plan in place to move things in order for us to deliver our commitment.

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

2 weeks ago No Comments Views

The Importance of Cloud Services in an Outsourcing Partner

The concept of digital workspaces and remote working have risen in popularity over the past year due to the pandemic. According to Amazing Cloud Adoption Statistics for 2021, more than 50% of organizations moved their workloads to the cloud and this trend is predicted to continue in the coming years. In fact, it is predicted that the public cloud computing market will be worth $800 billion by 2025.

Cloud computing services enable users to access data, applications and other resources on demand over the internet without the need for internal infrastructure or hardware. It’s a very useful and practical function for businesses since it can reduce their overhead and IT costs as well as allow them to operate internationally. 

This is why when it comes to partnering with an outsourcing provider for your business processes, it’s an advantage to choose one that utilizes cloud services. Here’s why:

Flexibility

Outsourcing companies that invest in cloud-based services are more flexible than those that do not because it’s much easier for them to scale up or down their capacities as required. This means they can manage the dynamic demands of your business with operational efficiency and no added costs.

Flexibility also applies to the workforce since shifting to the cloud allows employees to access files and collaborate with each other despite not being in a physical office – all they need is a device connected to the internet and they are set. 

Business continuity

Another great advantage of partnering with an outsourcing company that uses cloud services is the assurance that your data and other sensitive information will be safe in case a crisis, whether it’s a natural disaster or a data breach, takes place. Cloud computing makes data backup, disaster recovery, and business continuity easier since data stored in the cloud is automatically backed up and protected in a secure and safe location. This can help minimize downtime, which can be detrimental (and costly) to a business.

Access to latest technology

Nowadays, technology has been ever-changing and fast-paced. With cloud technology, outsourcing providers can guarantee that their systems and software are up-to-date, because upgrades are automatically made available once the cloud platforms update. This is important for optimum performance.

Security

Security threats can severely disrupt your network and create major challenges to your company. And may think that cloud centers are not safe. But in reality, role-based security is the key aspect in protecting cloud-based contact centers. This is done by setting up contact centers to give each user in their organization access to features and data based on their role within the organization.

While you’re at it, it’s also best to choose an outsourcing provider that can adapt to your needs and by being tech agnostic through integrating cloud contact centers. A cloud contact center is a software solution (i.e. ZenDesk, Avaya, AirCall, etc) that handles all inbound and outbound customer communications for a company across multiple channels including voice, SMS, email, and social media. 

Partnering with the right outsourcing company can give you access to a team of tech proficient professionals that can adapt to cloud technology and services. Moreover, it can also provide you:

  • Access to talent through their A+ recruitment process
  • Cost saving of up to 70%
  • Adaptability in technological advancement
  • Established Information Security
  • Operational excellence
  • 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.

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

3 weeks ago No Comments Views

3 Reasons Why VC-Backed Companies Should Outsource

Startups play an important role in driving economic growth because of their ability to generate more job opportunities and create new markets. Despite facing challenges due to the impacts of the pandemic, there is surprisingly a surge in startups observed during this period, which can be attributed to changing consumer needs and rise in entrepreneurship.

Funding is vital for startups and one way they can obtain this is through venture capital (VC) firms that provide small businesses with capital, technical expertise, and strategic assistance, among others in exchange for an equity stake. VC-backed companies and startups are characterized by their potential for long-term growth and expansion as well as their dominant position in an emerging market.

But there are pressing challenges that startups face which are:

  • Difficulty scaling quickly
  • Finding great talent and the expensive talent pool
  • Limited budget and resources from funding
  • Requirement to hit board-driven milestones from funders

As a VC-backed company, outsourcing your internal operations is one way to usher growth in your organization and maintain operational efficiency because of the following benefits.

Better focus on core competencies

Due to limited budget and resources, the typical small business or startup set-up usually involves just a core team that performs all the tasks. As the business grows, customer demands will also increase and sometimes, it can be too much for you and your in-house staff to handle. This can result in labor shortfalls and losing focus on your core competencies that drive your business.

By investing in outsourcing, you can have a dedicated team to handle some of your administrative tasks and services such as human resources, finance and accounting, customer service, and other areas where you might need extra hands. More importantly, you can put your focus back on developing new ideas and improving your startup with your team.

Scale business with speed

Having the right outsourcing partner means you have access to world-class talent because these companies usually have A+ recruitment process who knows where to source experts that will fit your company’s requirements and unique business needs. Their well-established recruitment can also build you a great high, performing teams within 30-45 days from hiring to onboarding. It means that in a month, a highly experienced team members can start working for your business as soon as possible.

Assistance from partner with higher expertise

Jumping off from the previous point, outsourcing does not only provide you additional people to help out with your processes but also access to a talent pool of skilled and experienced professionals. Some business owners may feel hesitant to entrust their data and information to a third party company. However, partnering with the right outsourcing provider can guarantee increased quality and efficiency in the workplace that in turn, can translate to better service to your customers.

Outsourcing also gives startups a more level playing field with competition because it allows them to have access to the same expertise and technology that these bigger and more established companies enjoy.

Capital efficiency through cost saving

One great way to lower operational costs is through outsourcing. As mentioned, startups have a limited budget to spare, so it’s important to invest on something that will not only save you money but also help you put your business forward.

First, outsourcing can lessen overhead expenses because there’s little to no need to invest in office space and infrastructure as well as hardware and tech since your outsourcing partner already has those covered. You’ll also be able to cut on hiring costs including salaries, trainings, and benefits for employees.

Outsourcing also allows you to scale your operations up or down depending on what is needed, which reduces labor costs and enables flexibility when it comes to hiring people.

Data shows that in 2019, startup failure rates are at around 90%. According to Investopedia, some of the most common reasons for this are market problems, lack of research, poor management, and running out of money. So when it comes to your business needs, choose an outsourcing partner that can provide you the following:

  • Collaborative partnership
  • Access to talent through their A+ recruitment process
  • Cost savings of up to 70%
  • Ability to scale quickly and predictively
  • Hitting milestones and targets
  • Adaptability in technological advancement
  • Established Information Security
  • Operational excellence
  • 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:

Our business solutions enable high performance and optimized operations for businesses of all sizes and stages. Infinit-O offers a broad range of outsourcing solutions, including healthcare; finance services; research, datta and back office support; and customer experience.

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

3 weeks ago No Comments Views

Why Your Company Needs a Lead Generation Team

As the buying habits of consumers continue to change in the face of the pandemic, businesses have to find ways to reach their target audiences and strengthen customer engagement.

One important key for a successful marketing strategy is lead generation.This involves attracting and converting consumer interest in your product or service with the goal of guiding prospects to a closed deal. Leads are valuable to any business because they help maximize growth and revenue by driving sales and creating a customer base.

There are a handful of benefits one can get from having a good lead generation strategy in place, including creating brand awareness, boosting revenue, and targeting desired customers. In order to  execute your strategy properly, you need a good lead generation team at the helm.

What do lead generation teams do?

Lead generation teams are composed of experts that are tasked to search and qualify leads as well as leads part of your company’s target market. They provide support to your marketing team and act as “hunters” for prospects. One of their main responsibilities is to run a market research to come up with a list of prospective buyers, customers and lead database.

After gathering the necessary information, the team will reach out to these prospects through calls, emails or other channels and turn them into leads. Once this is done, the lead generation team has the responsibility to give each lead a quality score and grade to gauge the possibility of them buying. Only those leads that are qualified will be forwarded to the marketing team for them to follow up with.

Why outsource?

Lead generation is a challenging process but the outcome it can provide for your business is definitely worth the effort. Not all sales teams have the personnel who specialize in this area of marketing, so when in doubt, outsourcing is always a great choice to build your own dedicated lead generation team depending on your business needs.

Outsourcing frees you from the additional costs of hiring and training in-house staff and investing in equipment and other technology without compromising the quality of service. It also allows your in-house marketing team to focus more on executing strategies and other core responsibilities since the time-consuming tasks are delegated to the outsourced team.

Some business owners may have qualms when it comes to outsourcing a part of their marketing process, but with the right partner, they don’t have to worry about losing control and security. Moreover, the right outsourcing partner can provide the following:

  • Access to talent through their A+ recruitment process
  • Cost savings of up to 70%
  • Adaptability in technological advancement
  • Established Information Security
  • Operational excellence
  • 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:

Our business solutions enable high performance and optimized operations for businesses of all sizes and stages. Infinit-O offers a broad range of outsourcing solutions, including healthcare; finance services; research, datta and back office support; and customer experience.

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

4 weeks ago No Comments Views

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