Infinit-O

4 Ways of Overcoming Cybersecurity Risks through Outsourcing

Recently, there’s been a spike in the number of businesses embracing digital transformation due to the limitations and challenges brought about by the COVID-19 pandemic. However, companies are less focused on the risks of shifting to digital than on the opportunities and possibilities presented by it. According to an EY research, only 36% of new technology-enabled business initiatives include cybersecurity teams from the start. As a result, companies are more prone to cybersecurity threats. Mitigating and addressing these threats can be challenging, especially if you have limited to no experience in cybersecurity and because of the high labor cost of building an in-house cybersecurity team. How can outsourcing cybersecurity help you overcome cybersecurity risks despite these challenges? 

  1. Access to World-Class Talent at a Reduced Operational Cost

Overall, outsourcing will cost you less than building an actual team because it gives you access to expertise and increased cybersecurity efficiency without much of the overhead cost. Outsourced IT support teams have most likely been already trained on the ins and outs of cybersecurity. This means that you won’t have to cover training and capacity development costs. Outsourcing also gives you flexibility: it is up to your IT partner to customize a solution that is most cost-effective and that fits your needs as a company. 

Another reason why outsourcing is cost-effective is that in the long run, it helps you avoid cybersecurity threats that would cost you a lot more by compromising or stealing your data. If you don’t already have a solution in place, the costs of repetitional damage, higher insurance premiums, and fees for emergency IT services are likely to be higher. Because of their access to world-class, A+ recruitment process for hiring to on-boarding in 30-45 days, the right partner can also project an overall operational savings of up to 70%.

  1. Internal Information Security Measures

Most cybersecurity threats take advantage of obtained or stolen information or data, and this is one area where an outsourced IT team can help. A good partner knows that privacy is tantamount to information security and therefore implements strong security measures that reduce privacy breaches. With their help, you can extend these security measures to your company’s data and avoid most of the threats related to cybersecurity. 

Their operations and associated client information are housed in state-of-the-art facilities with controlled access areas that provide 24/7 security. They offer comprehensive information security & data protection process ensures that all company and information is ultimately safe at all times and are  certified and compliant with:

• ISO 27001:2013 and ISO 9001:2015

• General Data Protection Regulation (GDPR)

• Philippine Data Privacy Act of 2012

• Health Insurance Portability and Accountability Act (HIPAA) 

  1.  Keeping Up-to-date on IT and Cybersecurity Trends

It’s hard to keep track of technological advancements and how they can affect your company and the cybersecurity threats surrounding it, so it’s helpful to have an IT partner that is on top of the trends and knows about the latest IT tools (e.g. Sysinternals Suite, Recuva, Virtual CloneDrive) and emerging cybersecurity issues at a larger scale. Being up-to-date means that they also constantly enhance the capabilities of their IT experts to keep up with the ever-changing technological landscape. By outsourcing your IT needs, you can be sure that your company evolves with technology, which is extremely helpful in detecting and addressing cybersecurity vulnerabilities and gaps.     

Investing in cybersecurity, especially now that almost anything can be done through digital platforms, is a smart move, no matter the size of your company. Just make sure to find an outsourcing partner that can offer data  and back office support that help you build a great and high-performing cybersecurity team based on your company’s needs.  

  1. >60 Net Promoter Score

The right outsourcing partner has a Net Promoter Score of >60. This score helps businesses gauge the quality service the outsourcing company is offering. In a way, this represents the primary capabilities and expertise they provide to their clients through result-based surveys on how much satisfied their clients are with the cybersecurity support services they are receiving from their outsourcing partner. It also showcases how well the outsourcing partner is performing in terms of cybersecurity and the client’s overall experience from their service. A High Net Promoter Score results in a sense of security and peace of mind for the client from operation excellence and hitting Key Performance Indicators (KPIs) such as Mean Time to Resolve (team’s response to cyberattacks), Mean Time to Detect (how long it takes your team to become aware of cyberattacks) and overall team productivity.

Lastly, the right outsourcing partner promises for the following:

  • Operational excellence
  • Build a great, high-performing cybersecurity support team specifically designed for your security needs
  • Operational cost savings of up to 70%
  • 90% Mean Time to Detect (MTTD)
  • 90% Mean Time to Resolve (MTTR)
  • 95% team productivity
  • ISO 27001 and 9001 certified, GDPR, HIPAA and DPA20212-compliant
  • 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 Cybersecurity team of:

  • Cybersecurity Analyst
  • Threat Intelligence Specialist
  • Data Piracy Investigator
  • Systems/Cloud Administrator
  • AWS and Azure DevOps Engineer
  • IT Technical Assistant
  • Information Technology Team
  • IT Operation Analyst
  • IT Operation Engineer
  • Others

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

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

2 months ago No Comments Views

Outsourcing Cybersecurity Team Checklist

Years ago, businesses could get cybersecurity protection from simple security measures and basic firewalls. But due to technological advancements and upgrades, Cybersecurity spending in the US skyrocketed to $60 billion in 2017.

This poses a global change as many companies are now fortifying their cybersecurity measures by hiring skilled security professionals to their security operations. But for small and medium companies, high labor and operational costs, limited industry experience as well as access to talent limits them to create an in-house cybersecurity team. 

Therefore, choosing between in-house or outsourced cybersecurity depends on available resources, size of the company and data availability. In-house allows a business to maintain full control of operations and your team will have full business familiarity. But you also need to have the right person-in-charge to lead your in-house team and ample technological resources they may need. But if you choose to outsource your cybersecurity team, make sure to thoroughly check your potential partner’s background with the follow checklist:

  1. Do they have access to skilled and licensed cybersecurity experts?

Skills shortage extends to cybersecurity professionals. On top of this, they also belong to the top tier in terms of salary grade. Small and medium-sized companies are being hit the hardest by this because the limited supply of qualified talent is quickly snapped up by multinational businesses that can afford to pay the high salaries and provide the best benefits and perks that this talent has the power to demand.

If looking for an outsourcing company to build a cybersecurity team for you, make sure that they have access to world-class talent and have an A+ recruitment process. These 2 things allow them to build a great, high-performing cybersecurity team within 30-45 days from hiring to on-boarding cybersecurity 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%

  1. Do they have security certifications and compliant with security regulations?

Since your potential outsourcing partner is a 3rd party vendor and will have access to your business’s data, make sure that they have certifications and Information Security process to ensure that your data is safe and secured. Look for a partner that is ISO 27001 and 9001 certified and GDPR compliant to assure you that there will be no data compromise.

Compliance and certifications mean they understand that data security is one of the most crucial elements for your growing business and that the team they are building for you are compliant and certified which prompts them to comply with the ethical standards of the industry. Lastly, having their own information security adds another layer of protection for your company.

  1. What is their Net Promoter Score?

Operational excellence can be measured with Net Promoter Score. The right outsourcing partner should have a Net Promoter Score of >60. This will help you gauge the quality service the outsourcing company is offering and represents the primary capabilities and expertise they provide to their clients. This score is from result-based surveys that their existing clients answer on how much satisfied they are with the cybersecurity support services they are receiving from their outsourcing partner. This also showcases their client’s overall experience and satisfaction with their service.

A High Net Promoter Score results in a sense of security and peace of mind for you because it attains operation excellence and hitting Key Performance Indicators (KPIs) such as Mean Time to Resolve (team’s response to cyberattacks), Mean Time to Detect (how long it takes your team to become aware of cyberattacks) and overall team productivity.

If you find a partner that has all 3, you are guaranteed to the following benefits:

  • Operational excellence
  • Build a great, high-performing cybersecurity support team specifically designed for your security needs
  • Operational cost savings of up to 70%
  • 90% Mean Time to Detect (MTD) 
  • 90% Mean Time to Resolve (MTTR)
  • 95% overall team productivity 
  • ISO 27001 and 9001 certified, GDPR, HIPAA compliant
  • 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 Cybersecurity team of:

  • Cybersecurity Analyst
  • Threat Intelligence Specialist
  • Data Piracy Investigator
  • Systems/Cloud Administrator
  • AWS and Azure DevOps Engineer
  • IT Technical Assistant
  • Information Technology Team
  • IT Operation Analyst
  • IT Operation Engineer
  • Others

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

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

For a free business consultation, you can schedule an appointment here.

2 months ago No Comments Views

How Outsourcing a Team of Denial Management Specialist Help in Business Recovery

Medical claim denials are one of the most common barriers to effective revenue cycle management (RCM) as inadequate management of these can lead to revenue loss, additional costs, and slowing down cash flow. According to a report by the American Academy of Financial Physicians (AAFC), the average denial rate across the healthcare industry is between 5 to 10 percent with below 5% being the more desirable rate indicating that a provider has healthy cash flow.

The Center for Medicare and Medicaid Services has stated that 30% of claims are either denied, lost, or ignored. This is where denial management specialists come into picture. They are the ones who have the duty to review and resolve denied patient insurance claims and appeal for possible reimbursement. Building an in-house denial management team can be quite taxing especially to resources and time, which is why outsourcing is highly recommended due to its multiple advantages that can help your business especially in times of crisis:

Access to World-class Talent

Outsourcing denials management means you have access to a pool of trained professionals who have extensive experience and insight on important subjects such as claims submission and appeals, standard coding rules, and NCD and LCD policies that determine which healthcare services will be covered by Medicare on a national and local level, respectively. This does not only prevent denials but also help you avoid getting into the same situation in the future.

Since these professionals already have the knowledge needed, you are guaranteed that they can do their jobs properly without the need for training or orientation which contributes in cutting costs while still delivering quality service. With this, you and the rest of your staff can focus on providing care to patients.

Their access to world-class talent coupled with their A+ recruitment process can build you a dedicated team of Denial Management Specialists and Revenue Cycle Managers (RCM) in only 30-45 days from hiring to on-boarding.

Limit Denial and Claims Errors

Incorrect coding, whether it’s using a mismatched ICD or outdated CPT code or entering incorrect patient information, is considered to be one of the common reasons for denied claims according to the 2013 MGMA Health Insurer report card. By having a dedicated team of denial management specialists to thoroughly filter claims, these errors can be fixed and prevented, saving you the trouble and high costs of dealing with initial denial or rejected appeal. 

Just to provide a better picture on why reducing errors is important, a study by the American Medical Association (AMA) found that practices spend approximately $15,000 every year on reworking claims, including phone calls, investigative work, and claim appeals.

Improved Cash Flow

Ultimately, strategic denial management is the key to a healthy cash flow. You can achieve this by opting to outsource a team that will focus on tracking and processing claims and identifying common causes of denied claims in your business. Through this, you will be able to avoid revenue loss, make guided business decisions that can prevent future denials and lower your denial rate.

Sense of security and peace of mind from a Net Promoter Score of >60

Operational excellence is measured by a Net Promoter Score of >60. This is a result from a survey answered by their clients on how much they are willing to promote their outsourcing partner. If the score is >60, it means that they were able to receive outstanding quality service and the level of satisfaction they have with the partnership. To put it simply, if you partner with an outsourcing company with an NPS of >60, you have a sense of security that the services they are providing responds to your unique needs and pain points which in return give you peace of mind to allow you in focusing on achieving your business goals as they focus on denial management.

Look for a trusted outsourcing company that can help you build a dedicated denial management team. In return, you are guaranteed with: 

  • Operational excellence
  • Build a dedicated team of denial management specialists and RCM team that can help you properly manage claim denials
  • Operational cost savings of up to 70%
  • 95% coding, billing and documentation accuracy
  • 90% ROI through accurate claims
  • Improved denial management rate
  • ISO 27001 and 9001 certified, GDPR, HIPAA compliant
  • Net Promoter Score: Sense of security and peace of mind

Connect to a world-class pool of talent all the while saving up to 70% operational cost without compromising quality of work and maintaining operational excellence by finding the right partner. The right partner also has an established Information Security in place to ensure patient data confidentiality regardless if working on site or remotely. 

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 Denial Management team composed of:

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

Let’s work together to build a great  Denial Management Team.

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

For a free business consultation, you can schedule an appointment here.

2 months ago No Comments Views

Traits of a Great Outsourcing Company for your Cybersecurity Needs

In a digitally advanced world, companies should consider cybersecurity as a crucial aspect of their business operations. Given the risk of hacking and breaching which can compromise valuable and sensitive company and customer data, employing effective security and risk management solutions is a must.

Moreover, customers value companies that prioritize safeguarding personal information more than those that do not. Multinational  professional services network KPMG, through its survey “Consumer Loss Barometer,” has explored this in different fields of business including financial services, cloud and connected devices, mobile, automotive, and retail. It found out that cybersecurity can be influential in producing more brand loyalty, with some consumers having zero tolerance for any occurrence of breach or mishandling of important and private information that will ultimately lead them to switch brands.

Admittedly, building an in-house cybersecurity team can be expensive because of the high salary grade of these experts coupled with limited access to these talents. On top of that, other operation costs are high because cybersecurity tools and softwares are expensive (i.e. 365, Box, Dropbox, Yammer), not to mention the cost in maintaining a physical office to house your cybersecurity team. That is why outsourcing has become a popular practice among businesses. 

When looking for the right outsourcing company to build a team for you, here are 3 traits that you should look for:

  1. Access to World-class Talent at a Reduced Cost

Hiring a cybersecurity team is expensive because the experts in the field are not only limited but their level of expertise puts them in the top bracket in terms of salary grade. In addition, the training and certifications for cybersecurity and information security are important but costly. Aside from labor cost, operational expenses such as hardware, software licenses, cloud service subscriptions, and maintenance are equally expensive. But with the right outsourcing partner, their A+ recruitment process and access to world-class talent allows them to build a great, high-performing cybersecurity team within 30-45 days. They also have access to certified cybersecurity 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%

  1. Guaranteed Compliance and Certification

One of the first things you should consider in an outsourcing company is their access to world-class talent with the required level of skill and expertise in cybersecurity risk management. Since they are handling highly sensitive data, they should also be able to comply with the ethical standards of the industry. These can be reflected in third-party certifications and assessments by hiring people with the any of these certifications and proficiency in:

  • ISO 27001 and 9001 certified
  • GDPR Compliance
  • Certified Ethical Hacker (CEH)
  • CompTIA Security+
  • Certified Information System Security Professional (CISSP)
  • Certified Information Security Manager (CISM)
  • Certified Information Systems Auditor (CISA)
  • NIST Cybersecurity Framework (NCSF)
  • Certified Cloud Security Professional (CCSP)
  • Computer Hacking Forensic Investigator (CHFI)
  • Cisco Certified Network Associate (CCNA) Security

These compliance and certifications mean that if you outsource your cybersecurity team with the right partner, they understand that data security is one of the most crucial elements for a growing business like yours. They also make sure that the team they are building for you are compliant and certified as needed to protect the company. Lastly, they have their own information security to add another layer of protection for their clients. 

  1. Transparent Reporting Practices

Transparency is another important aspect of cybersecurity risk management due to the complexity of the task at hand. Good outsourcing companies have routine analytic and reporting expectations to ensure that data and information are handled properly by its personnel. 

Studies have shown through the years that the “human factor” is the weakest link in cybersecurity. In a study conducted by Kaspersky, it is reported that 46% of cybersecurity hacks and incidents were due to untrained staff and in 40% of businesses around the world, employees were found to hide a security incident when it happens. 

Partner with an outsourcing company that can provide your business a tailored cybersecurity risk management solution based on your unique needs. After all, security is risk-based, which is why no single solution fits all. Also bear in mind that your outsourcing partner should have the capability to scale its services in order to prioritize all aspects of your business. In the long run, this will be convenient when you need to scale your solutions together with your changing business needs.

Bonus: >60 Net Promoter Score

The right outsourcing partner has a Net Promoter Score of >60. This score helps businesses gauge the quality service the outsourcing company is offering. In a way, this represents the primary capabilities and expertise they provide to their clients through result-based surveys on how much satisfied their clients are with the cybersecurity support services they are receiving from their outsourcing partner. It also showcases how well the outsourcing partner is performing in terms of cybersecurity and the client’s overall experience from their service. A High Net Promoter Score results in a sense of security and peace of mind for the client from operation excellence and hitting Key Performance Indicators (KPIs) such as Mean Time to Resolve (team’s response to cyberattacks), Mean Time to Detect (how long it takes your team to become aware of cyberattacks) and overall team productivity.

Lastly, the right outsourcing partner promises for the following:

  • Operational excellence
  • Build a great, high-performing cybersecurity support team specifically designed for your security needs
  • Operational cost savings of up to 70%
  • 90% Mean Time to Detect (MTTD)
  • 90% Mean Time to Resolve (MTTR)
  • 95% team productivity
  • ISO 27001 and 9001 certified, GDPR, HIPAA and DPA20212-compliant
  • 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 Cybersecurity team of:

  • Cybersecurity Analyst
  • Threat Intelligence Specialist
  • Data Piracy Investigator
  • Systems/Cloud Administrator
  • AWS and Azure DevOps Engineer
  • IT Technical Assistant
  • Information Technology Team
  • IT Operation Analyst
  • IT Operation Engineer
  • Others

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

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

2 months ago No Comments Views

The Role of Patient Concierge During Surge in Healthcare Demand

Today, business owners recognize the surge in healthcare demand can impose risks in health and business because this overburdened the healthcare system. It also means that if a patient’s inquiries are not managed well, it results in increased frustration and ultimately making them unsatisfied with the healthcare service they’re receiving from your company. Lastly, financial stress can surface and lost productivity from your healthcare team creates even greater chaos.

But like all high-achievers business owners who are forward-thinker, and solution-oriented, they recognize that one of the most productive solution is to outsource a team of Revenue Cycle Management (RCM) such as a team patient concierge to address specifically surge in patient inquiries during a surge of healthcare demand. To fully appreciate their support in this type of business challenge, here are the 3 major roles:

  1. Decrease Patient Wait Time

With limited staff and long queues, wait times are alway inevitable. The traditional system’s way to counter this is increasing in-house staff numbers to accommodate the surge which poses  an enormous and expensive operational expense for healthcare organizations. But by outsourcing a relatively low-cost team of patient concierge with a trusted partner, you can get better results for significantly less cost – freeing up funds for use elsewhere.

An outsourced team of patient concierge allows your core healthcare members to focus on patient and treatment related responsibilities because calls, emails, and other forms of inquiries will be addressed by this dedicated team, lessening your patient’s wait time because someone will respond solely for their concerns. This also allows a smooth patient flow because they can book appointments in their own time and get updates without leaving the comfort of their own home. An outsourced patient concierge team is also available 24 hours a day and requires minimal interaction. Just a few taps of a phone and an appointment is booked.

  1. Encourages patient-centered care

As mentioned above, having a dedicated team of patient concierge during surge of healthcare demand enables your medical staff to focus on patient-centered duties. No healthcare experience will be positive if the actual treatment and care your team member is providing is only half-focused efforts. With a dedicated patient concierge team, medical staff are kept informed of not only appointments but all relevant information they need to know before a patient arrives or visits your hospital. They will be well guided through all necessary information throughout the patient’s journey resulting in patients feeling well taken cared and heard. Outsourcing your patient concierge team makes every appointment more efficient and encourages building a better patient relationship.

  1. Ensures Patient Satisfaction

Patient concierges work strategically by targeting critical areas that affect overall patient satisfaction. Decreasing wait time and allowing medical team members to focus on patient care ensures increased patient satisfaction. In a survey, it states that 99% of patients agree that their satisfaction increased because of the hospital’s concierge service. 

And since a team of patient concierges manage the non-clinical responsibilities to primarily focus on patient concerns prior, during and after the course of treatment, the benefits are four-fold; high patient satisfaction, streamlined patient flow, clinical efficiency and decrease in clinician burnout.

It has been identified that 20-30% of dollars spent in the US healthcare system is sent to waste due to unnecessary spending, building a team of patient concierge is best done with a trusted outsourcing partner. They usually have A+ recruitment process that can hire and on-board your team within 30-45 days, have access to world-class talent at a more cost efficient labor cost allowing a projected savings of up to 70%, and a Net Promoter Score of >60 as your insurance of the quality of service as well as the operational excellence they can provide to your company. All of these best traits yield to:

  • Operational excellence
  • Building a great, high-performing Patient Concierge and RCM team
  • Operational cost savings of up to 70%
  • Information and data security thru ISO 27001 and 9001 certification, GDPR, HIPAA compliance
  • 100% overall patient satisfaction
  • 95% first call resolution
  • 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-performance Revenue Cycle Management team composed of:

Patient Support Services

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

Provider Management Services

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

Health Analytics and Risk Management Services

  • Healthcare Analyst

Others

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

For a free business consultation, you can schedule an appointment here.

2 months ago No Comments Views

4 Reasons Why Outsourcing Your Tech Support Team is a Smart Move

The internet revolution has shaped businesses in the 21st century in ways that many of us couldn’t have imagined. Not only has it redefined the way companies do marketing and customer service, it has also changed the definition of growth for all types of businesses through having available technical support to answer over the phone and resolve customer’s issues. Today’s growth metrics often include this type of support, and finding ways to optimize and enhance this aspect of your company’s service can be very tricky and slow because building your own team is expensive due to scarcity of talent and those with tools proficiency, especially for small and medium businesses where resources are limited and has meager experience in building an in-house technical support team

One effective solution is outsourcing, and here are the top 4 reasons why: 

  1. Outsourcing allows you to save and scale

Outsourcing tech support means that your BPO partner can control the scale of manpower to meet your changing needs. This applies to taking care of resources such as technical infrastructure (including softwares and operating systems like Microsoft servers, Linux Server Operating System, IP-PABX, Cisco Technologies, etc) assuring you that the teams built are not only trained and certified but are also tools proficient. Their A+ recruitment process can scale your business and build you a great, high-performing technical support team through their access to world-class talent yet with a projected savings of up to 70% on operating costs.  This means that you can be sure that your tech support is at its best and that you have the advantage of being able to access cutting edge technology and services without breaking the bank. 

  1. Outsourcing allows you to focus on business operations

One key advantage of outsourcing is that you’re able to focus on your core business operations, developing your business processes, products, and services without worrying about the burden of implementing and maintaining all technical-related work. This team can ensure operational excellence and your customers’ technical-related concerns are responded to in a timely manner and resolved according to Key Performance Indicators (KPIs) and Service Level Agreement (SLAs) such as technical support resolution rate and high team productivity.  This is vital, especially since it’s your business operations that ultimately indicate your company’s competitiveness and edge compared to other companies. 

This also allows a 24/7 operation with the appropriate escalation levels (tiered technical support) which means that any problems and issues can be addressed as soon as possible and your customers will not need to wait the regular 8-5 working hours to get their issues resolved. The right partner promises reliability and seamless troubleshooting procedure that results in both practical and cost-effective solutions.

  1. Outsourcing helps protect your and your customer’s data

Tech support covers security testing, security monitoring, and response to security threat incidents. This is important, especially if most of your internal and external communications happen online or in the digital world especially in the new normal. Outsourcing tech experts ensures that the likelihood of your company becoming the victim of cyberattacks is minimized. This also means that any security breach or virtually any disaster is addressed immediately and that your company is able to recover quickly. 

The right partner is ISO 27001 and 9001 certified, GDPR, HIPAA and DPA20212-compliant because they understand that data security is one of the most crucial factors for a growing business especially in the evolution of the blended office and remote work set up. They also make sure that the team they are building for you are educated and compliant in data privacy regulations and policies.

  1. Outsourcing ensures customer satisfaction through a high Net Promoter Score (NPS)

A high NPS of >60 means that clients are highly satisfied with the service they are receiving from their outsourcing provider. Their pain points and unique needs are addressed accordingly. A high-quality service delivery of the outsourcing partner extends to the satisfaction of their client’s customers as well. A promoter NPS gives clients a peace of mind – that the outsourced business processes are handled meticulously and efficiently. 

With these four advantages, you now probably have a clearer picture of how outsourcing tech support can work for you and your company. Before taking that leap, though, make sure that you know the particulars of your needs and goals for outsourcing–that way, it will be easier for you to find a BPO partner that suits your company. The finding the right partner can yield these great results:

  • Operational excellence
  • Build a great technical support team with good communication skills
  • Operational cost savings of up to 70%
  • 90% technical support resolution rate
  • 95% team productivity
  • Information and data security
  • ISO 27001 and 9001 certified, GDPR, HIPAA and DPA20212-compliant
  • NPS: 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 technical support team:

  • Technical Support Representative
  • IT Technical Assistant
  • Information Technology Team
  • IT Operation Analyst
  • IT Operation Engineer
  • Others

Let’s work together to build a great Technical Support Team.

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

2 months ago No Comments Views

Ultimate Guide to Outsourcing Your Healthcare Team

2 months ago No Comments Views

5 Qualities of a Great Customer Service BPO

Having the right partner for the labor-intensive customer service is critical to ensure long-term growth and success for your company. It will help address  pain points such as surge in inquiries in vast platforms (e.g. calls, chat, emails, social media), data security, operational strategies and customer satisfaction. That is why, an outsourcing partner will be a big part of your business, and this means looking for a BPO partner must be carefully undertaken as if your long-term future success hinges on it.

As a business owner, you know that building trust and support among your customers is important in making your business thrive, even amid business adversities and crises. But business operations can sometimes make it difficult to focus on enhancing your customer service mechanisms, processes, and tools. As you explore outsourcing customer service processes, here are a couple of things that you should look for and keep in mind: 

  1. A+ Recruitment Process

There are a lot of BPO companies offering customer service, but the right partner must have access to world-class talent and ensure that they build a great team of customer service and tech support experts that have great communication skills and are trained according to the special needs of the client. This means that the BPO prioritizes the synergy of people and skill sets, which lead to efficient processes and topnotch service.  Also, the right partner not only has access to a world-class talent pool but they also ensure they can build a great customer service team for your company in just 30-45 days alongside training your team with customer service platform proficiencies like Zendesk, Freshdesk, Medallia among others.

  1. Information Security

In the digital age, information is power. This also applies to finding a great customer service BPO partner. A great customer service 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. 

  1. Future-thinking in providing end-to-end solutions

It’s important for BPO partners to have the agility to adapt to your company’s evolving needs, and this involves constantly strategizing and scaling their services and end-to-end solutions. This helps you elevate customer experience by focusing on service excellence, smart processes, and a fresh perspective. A future-thinking BPO partner also prioritizes creativity, and valuing your partnership as an essential tool for designing and productizing services. 

  1. Established strategic analysis

Finally, a good healthcare BPO partner is adept at analyzing your company’s strengths and weaknesses, your loopholes and areas for improvement. This is because it’s the BPO partner’s job to be experienced with the advanced automating tools and the techniques of strategic analysis and help your company reach greater heights. Knowing the gaps in your services and products lets you gain a more accurate perspective on how you can further fortify your business and support your customers. 

  1. Net Promoter Score of >60

Net promoter score helps businesses gauge the quality of the customer service offered by outsourcing companies. Organizations can use NPS to assess which customer service 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 a customer service 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.

These five factors demonstrate that when looking for a BPO partner, you must focus not just on the services, but also on the shared vision. Does your potential BPO partner share your views and beliefs when it comes to providing customer service and nurturing relationships with your customers? Now that you’re aware of these, you might already have a mental checklist of things that you must look for. Once you start looking for a BPO partner, make sure to keep these qualities in mind.  

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

  • Operational excellence
  • Having a great CX team
  • High customer satisfaction rate
  • Operational cost savings of up to 70%
  • 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-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.

3 months ago No Comments Views

Insourcing vs Outsourcing Social Media Management Team

Social media is everywhere. And nowadays, some would argue that social media is one of the remaining ways people can stay in contact due to the lockdown. More and more companies are turning to social media to communicate with and engage customers. They also utilize social media platforms not just to gain rapport with more customers but also to promote their products and get feedback. Now’s the perfect time to upgrade your company’s social media, and if you’re thinking whether you should outsource or hire an in-house social media management team, here are some pros and cons you might want to consider: 

Advantages of Insourcing: 

  1. In-house team’s investment and involvement in your company’s work  

While it’s important to have the technical knowledge when handling social media, engaging your audience and customers also requires a more personal approach, and nothing compares to your team’s dedication not only to your company’s services and products, but also to your customers themselves and the way you have built a community with them over the years. Your in-house team’s investment in all of these unlocks the “heart” of your content and will make things more personal and relatable. 

  1. In-house team’s complete knowledge of your company 

It goes without saying that you know your business better than any company, and the way your in-house team handles your social media platforms will reflect that and make it felt by your audience. This also plays a vital role in keeping your content in check, especially when showcasing your products and services. 

Disadvantages of Insourcing: 

  1.  Hiring an in-house team requires addition training cost 

Most companies that utilize in-house social media managers tend to focus on just steadily churning out content. This means that training and development of technical know-how are often neglected. One disadvantage of having an in-house team is that it would require the company’s constant investment in these other important aspects of social media management. 

  1. Insourcing costs money

To build your own in-house team, your company must be able to effectively discern your social media management needs and pick the right candidates for necessary roles. Most companies need a team of at least several people to handle all facets of social media management. Hiring people, purchasing tools, maintaining physical offices and overall business operations cost incur costs and resources that may not be prepared for. 

Advantages of outsourcing: 

  1. Outsourcing will allow you to focus on your business operations

Simply put, outsourcing will allow you to hit two birds with one stone: while your social media engagement is being ramped up, your core business team can focus on keeping business operations in check and possibly even adjusting those operations based on the changing needs of your clients based on the feedback you get from social media.

You can focus on achieving business goals while they take care of your customers and clients through social media engagement.

  1. Outsourcing helps reduce in-house costs

Partnering with a BPO provider can help you save money, especially if you take into account the expensive ancillary costs of on-boarding in-house staff, such as recruiting and training expenses, employment taxes, and overhead cost compared to bringing in a dedicated solutions team of expert advisors.

Outsourcing can cut down these costs according to your budget efficiency and quality because they  are already experts in that trade. But despite the savings, the right outsourcing partner can still build you a great team of social media experts because they have access to world-class talents at a more cost effective rate.

  1. Outsourcing will allow you to immediately tap social media expertise

Aside from the two pros mentioned, outsourcing social media management experts allows you to gain expertise that isn’t currently available to you and your team. Apart from marketing and public relations know-how, the right BPO partner would have an aptitude for communication and a passion for connecting with people, and must have a deep understanding of how different social media platforms work and how each of them would fit into your company’s work and its target audiences. Finally, they know the ins and outs of how social media can be utilized to help you engage with your customers in various ways. 

Usually, BPO who are well-versed in social media management have access to world-class talent which allows them to build a great team of social media experts for your company. Their A+ recruitment process can scout, employ and train your team in only 30-45 days.

Pro tip: Look for 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.

Keep in mind that social media is not just about sales engagement. It’s also about connecting and building a relationship with your audience. 

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.

3 months ago No Comments Views

Traits of a Great Bookkeeper and Where to Find Them

In business, proper bookkeeping and accounting is an integral factor for success. But aside from employing the right people with the best qualities, few challenges to face are the limited pool of talent in the F&A market and the expensive labor cost in employing them. But we know that having a bookkeeper in a company is important because they sustain and keep the business’ financial records on track by enabling owners to make informed decisions on expenditure and investments, and controlling cash flow. This is why hiring the right bookkeeper in your team is important.

To help you out, here are some traits and qualities that you should look for in a good bookkeeper:

Professional Competence and Experience

For your company to avoid heavy losses and other complications, your bookkeeper should have a technical knowledge of the industry. This involves not only organising and maintaining your accounts but also being familiar with tax laws such as GAAP and Sarbanes Oxley and doing their utmost to keep your accounts compliant with them.

A title of Certified Public Accountant (CPA) is not required, although it would be better to hire a bookkeeper with one. It’s more important to thoroughly check on their accounting and bookkeeping knowledge as well as experience in working in the industry. Ideally, a bookkeeper who has expertise in your field of focus is a better choice since they can offer sharper services with a more informed approach. They can also provide reports on how your business is performing month-to-month, and have an idea of what success metrics look like in your industry.

Transparency

Bookkeepers make the financial side of the business much easier to handle, which saves you time to focus on more important things. However, in turbulent times, they should also be able to be honest and transparent in advising you of the consequences and opportunities in the situation at hand.

It is not the bookkeeper’s job to make decisions for business owners, but they can give them the complete details of the issue as well as the stakes and recommendations that can help them take the next steps moving forward.

Accessible and Client-Focused

This is not to say that only those who answer concerns and inquiries in the wee hours of the night are good bookkeepers; this only means that with the advanced technology in communication that we have today, a good bookkeeper should be visible to the client and prompt when it comes to responding to messages especially when these are deemed urgent. 

Being present shows that the bookkeeper is focused on the needs of their client, which is another trait that you should look for when hiring for the job. They should be attentive to the specific needs of the client and be proactive enough to advise them on the opportunities and risks that they are exposed to. Basically, more than just getting paid, a good bookkeeper values the success of their client.

Why Outsource?

Outsourcing your bookkeeping operations may be more beneficial for your company than you think. For one, it cuts on costs of both hiring full-time workers and investing in bookkeeping tools. 

It also provides you the ability to scale your operations depending on the work demand, and most importantly, it gives you access to F&A professionals and specialists that have the traits mentioned above and no longer need to be trained, saving you time and money.

When outsourcing, the right partner can build your dedicated team of well-trained F&A professionals, tailored to streamline simple to complex accounting functions. They can meet your goals, whether they be growth, improve productivity or simply bottom-line cost savings, and exceed your expectations. With access to highly-skilled experts who use cutting-edge technology, you will have more time and freedom to focus on your business’s core competencies.

The right outsourcing partner ensures:

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

The major net results of partnering with the right company are:

  • Operational excellence
  • Having a great F&A team
  • Operational cost savings of up to 70%
  • Accuracy and quality
  • Timeliness in submission
  • 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 your full potential.

Infinit-O Key Benefits:

We can build you a great, high-performing F&A team! Here are some examples below:

Let’s work together to build a great Finance and Accounting Team.

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

3 months ago No Comments Views

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