General Business

Revenue Cycle Management in Healthcare: Top Trends and Figures

In the coming years, we should see improvements in RCM processes and workflows thanks to technologies like artificial intelligence, automation, and outsourcing.

2 months ago No Comments Views

The Contribution of Industry Experience to Small and Medium Businesses

Oftentimes, there’s no match for industry experience.

Lack of expertise in doing your business is detrimental because viable knowledge creates valuable strategies in ensuring growth. Although industry experience isn’t the be all and end all of a successful business, it is a great foundation in achieving your business goals. Although for small and medium businesses, learning the work around of the industry of their company can be challenging. A study shows that organizations lose 15% of their customer base due to lack of experience in handling their business.

That is why it is crucial to partner with experts that have a good track record in doing business. We listed 4 indisputable reasons on the value of industry experience through outsourcing:

  1. Industry Efficiency

There is no substitute for experience in outsourcing, so make sure that before choosing a partner, check for a proof of positive track record of industry & domain expertise, number of years they have been offering these services, and client partnership tenure and company reputation & success rates such as Net Promoter Score (NPS).

In line with this, they should also have the right expertise and knowledge when it comes to different types of industries in order to render services effectively. As an example, Medicare claims processing is something that can be difficult to build internally, but is the exact skill that an outsourcing provider specializing in medical billing excels at. This can result in significant increase in collections.

  1. Provides Range of Services and Talents

Another thing to factor in when choosing who to partner is its range of services it can support whether Healthcare, Finance and Accounting, Research and Data, Customer Service, Information Technology, and Back Office Support. It would be best if you go for a one-stop provider as this will save you from the trouble of working with different companies for different services. At the same time, dealing with one company enhances overall efficiency of your business.

Industry experienced outsourcing companies can also build you a dedicated team of highly-experienced professionals who can deliver quality results. You may want to look for one that houses talents with the skill and experience necessary to adapt the current technology you are using and be able to continuously improve on it. Usually, a great partner has A+ recruitment team and process who has access to world-class talent despite the competitive talent pool yet proving up to 70% operational cost savings.

  1. Well-Established Information Security

Information security is a must especially if you opt to outsource you services because you will share company data to a third-party provider. An outsourcing company who is an expert in the BPO field is always ISO certified and HIPAA compliant. ISO, also known as International Organization for Standardization, is the certification for any business to deliver a consistent level of quality to its customers by having well-defined and regularly checked processes. HIPAA, on the other hand, stands for Health Insurance Portability and Accountability Act, which develops standards and rules that protect the security and privacy of personal health information.

  1. Tech Forward

Keeping up with the fast-paced digital world can only be done through the use of top-notch technology. When selecting your outsourcing partner, see to it that they use the necessary software and a well-maintained infrastructure preferably with both back-up power and storage to secure the compiling and storing of patients’ data.

Additionally, you may opt for a provider that is technology-agnostic or one that has the flexibility to adapt to your organization’s current technology and enhance it further. Industry experienced companies can help enhance your current technology. This will ensure that your technology gets innovated in such a way that it solves the bigger picture problems while allowing your business to hit its goals.

Why high Net Promoter Score equates Operational Excellence

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 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 teams for the following line of business:

Healthcare

Finance and Accounting

Research and Data

Customer Experience Support

Information Technology

Back Office Support

2 months ago No Comments Views

How to Leverage on Market Research to Reach Business Success

Business experts recommend routine market analysis because it is the cornerstone of a successful business. It gives you insights on your customer’s needs, demands, preferences, and overall market landscape.  And because customer’s behaviours change constantly, understanding your target market can only be done through market research. But major pain point is that conducting market research in the US is very expensive

Fortunately, conducting periodic market research through outsourcing and having your dedicated team yields to the following benefits which will eventually help you reach business success:

  1. Helps Create Customer-Centric Approach

Your customers are the core of business growth, therefore, understanding their needs is a must. This helps you gain a better perspective on their needs and wants wherein you can adjust your strategies and business models accordingly.

In addition, having an outsourced team has more leverage than in-house market researchers because they gather more impartial results. Unbiased data is crucial because it aims to create a customer-centric approach over favoring the demands of the board members or business owners.

  1. Helps Conceptualize Informed Decision Making

Knowing your customers is key in making informed decisions because you can base your plans on tangible data. This also helps you save time and money in the decision making process because there are less trials and errors since planning is data-driven. This opens the gates to business success and growth because you can create business strategies and offer new products and services to appease your customers making you a few steps ahead of your competitors. 

  1. Helps Boost Brand Image

Remember that customer’s perception is key to business stability. Their testimony about their experience with your business can make and break your company. Market researchers can help you know this vital information.These insights can give you leverage on creating better market positioning and adapt your image based on customer’s dynamics.

  1. Helps Providing Data to Analyze customer and Market Trends

A dedicated team of market researchers will not only gather said data but also they can help decision makers in your company analyze customer behaviours and market trends that you can use to create a strategic business plan to not only to get revenue but also to build brand image and eventually good relationship with your customers. These things are formula on achieving your business goals.

In-house vs. Outsourced Market Research Team 

In-house Market Researches

In-houseBenefit
Knowledged in products and serviceSince most company has its own process, terminologies and system, your in-house staff are well-verse with these internal know-hows
Luxury for constant assessmentYou can easily schedule a calendar of research projects and have real team assessment of the study results
Data securityNon-disclosure agreements are all well and good, but in-house team lessens risk of information leakage unlike when organisations share it with outside parties

Outsourced Market Researchers 

OutsourcedBenefit
Cost savingsOn the surface it may seem that in-house teams might be more affordable because you don’t need to pay a third party provider but keep in mind, however, in-house teams are often less efficient than an outside market research company. Meaning, the total cost savings may not be as significant in the end.In addition, an outsourced team can be more affordable (up to 70% cost-savings) especially if your partner has access to an affordable pool of experts.
Access to world class talentThe right partner devotes all extra effort to build a great team of experts within 30 days. Their A+ recruitment teams and process have access to world-class talents, making sure that they gather individuals with the right expertise and a knowledge base in market research.
Running Business 24X7Offshore outsourcing to a country with a different time zone, allows an advantage of 24×7 operations. Outsourcing partners can take over and continue work even after in-house employees go home. They can complete critical tasks and send it back for review the next morning.
With their years of experience  the outsourced team can easily adapt to your company’s internal processes and integrate strategic research design that best fits your unique needs.

Great Partner, Great team

Find the right outsourcing partner who has access to world-class market research talents through their A+ recruitment team and process who can ensure building a great, high-performing research team for you. The right partner provides a projected savings of up to 70% on operational costs, yet assuring your team’s efficiency and productivity. Lastly, look for an ISO 27001 and 9001 certified and GDPR-compliant outsourcing company, so your company and client’s data are always safe. 

Why high Net Promoter Score equates Operational Excellence

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.

Gains:

  • 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.

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

  • Research Analyst
  • Account Research Specialist
  • Business Analyst
  • Database Maintenance Specialist
  • Product Ops Developer
  • Cybersecurity Specialist
  • Systems Integration Developer
  • Threat Intelligence Analyst
  • Threat Landscape Analyst
  • Systems Administrator
  • 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.

2 months ago No Comments Views

Fortify Your Cybersecurity Team with the Right Partner

The challenges and limitations brought by the pandemic have led many businesses to shift to digital platforms and tools in their operations whether it’s to deliver services and products better or enable employees to work remotely. While this presents ample opportunities and possibilities for growth, companies especially small and medium-sized businesses (SMBs) should also be wary of the risks that may come with it, mainly the possibility of cybersecurity threats such as data and privacy breach.

Data breaches and cyber attacks can put SMBs in jeopardy. According to Verizon, an estimated 58% of SMBs have become a victim of cyber attacks and these have cost companies an average of over $2.2 million with half going to clean up costs and the rest due to business disruption.

Investing in a good cybersecurity team is one way to address and prevent this risk. However, this can be challenging especially to business owners who are not well-versed with the field and also because of the high costs of hiring specialists in-house. SMBs can instead choose to outsource their cybersecurity needs and enjoy the following advantages.

Cost Effectiveness

Build a team of cybersecurity experts for less the cost without worrying about compromising the quality of service with the right outsourcing partner. Get access to a pool of experienced talents and A+ recruitment process that can have you onboard your new team within 30 to 45 days and save you up to 70% on operational costs. Outsourcing also gives you the freedom to customize a solution that best fits your unique needs and of course, your budget.

In the long run, having an adept cybersecurity team will help you avoid cyber attacks and data breaches on your system that can be costly to fix and repair.

Industry Experience and Up-to-date Knowledge

A good outsourcing IT provider brings years of experience on the job and is knowledgeable on how to handle various cyber threats, malware, and the like that may infiltrate your system. Not only that, it is also updated on the newest trends and tools (e.g. Sysinternals Suite, Recuva, Virtual CloneDrive) in cybersecurity as well as the emerging issues in the field. 

With these combined, you are guaranteed that your cybersecurity team can detect and address cybersecurity vulnerabilities and gaps in your system, and prevent cyber attacks from happening.

Internal Information Security Measures

Some of the most common cybersecurity threats involve unauthorized access of sensitive data or information. With the help of your outsourced cybersecurity team, the occurrence of these threats can be mitigated through the implementation of strong security measures that reduce privacy breaches. These security measures can be extended to your company’s data and avoid most of the threats related to cybersecurity. 

Choose an outsourcing IT provider that offer comprehensive information security & data protection process and are  certified and compliant with ISO 27001:2013 and ISO 9001:2015, General Data Protection Regulation (GDPR), Philippine Data Privacy Act of 2012, and Health Insurance Portability and Accountability Act (HIPAA).

>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 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.

Overall, 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%
  • 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

Vamp Up Your IT Support Team with Outsourcing

In today’s digital world, a valuable asset any company must have is a high-performing IT support team that can ensure all systems, networks, and other technical matters across the organization are running smoothly. Regardless of the industry, there is no better time to invest in a dedicated IT team than now where people are relying more on online services and transactions due to the restrictions brought by the pandemic.

Building an in-house IT support team is an option companies can consider, especially those that are of larger scale. However, for small and medium sized businesses, the cost and tedious process of hiring may be too taxing on resources. For this, outsourcing can serve as a great alternative with plenty of other benefits you can enjoy.

Value for money

Outsourcing your IT support team enables you to save as much as 70% on expenses compared to in-house hiring, but that’s just the tip of the iceberg. The right partner also gives you access to world-class talent, A+ recruitment process, cybersecurity and up-to-date software and other technology that is crucial to meet all your IT needs and maintain your network. In short, it gives you the best value for your money, which is great especially for small and medium businesses that may be running on a limited budget.

Expertise

A good outsourcing company can build you a great IT support team composed of trained and experienced specialists that will adapt to your line of business and provide the support you need, ensuring efficiency in work output. This saves you the time and resources of having to train people because your outsourced team can apply their expertise right away.

Moreover, you are also ensured that key metrics are achieved such as Mean Time to Recover (MTTR) in cases of system/technology downtime, resolution rates, response rates.

24/7 operations

With an outsourced IT support team, any problems and issues can be addressed right away because they can function 24/7, which eliminates the need to wait for regular working hours to start working on solutions. You can rely on your outsourcing partner to provide seamless troubleshooting procedure and guaranteed uptime that results in smooth operations all throughout. In case of economic or business crises, outsourcing also ensures an established business continuity plan that secures and protects your company. 

Security

The acceleration of the digital shift also gave way to increased threats and risks when it comes to data security. It is important to safeguard your digital assets and ensure adequate security compliance, so when looking for an outsourcing IT provider, choose one that is ISO 27001 and 9001 certified, GDPR, HIPAA and DPA20212-compliant. In turn, you will get comprehensive expertise on information security and data protection processes as well as measures to prevent any unauthorized access of client’s data at all times.

High Net Promoter Score (NPS)

Net promoter 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 satisfied their clients are in providing IT support services. It also showcases how well the outsourcing partner is performing, how often they resolve technical and IT-related  issues, and if their clients are satisfied with the overall experience from their service. A High Net Promoter Score results in a sense of security and peace of mind for the client.

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 IT support team of:

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

Let’s work together to build a great IT support team.

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

Start Small, Exceed Expectations, Think Infinitely, Think Infinit-O

2 months ago No Comments Views

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 months 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.

2 months 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 months 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.

3 months 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.

3 months ago No Comments Views

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