Glossary

The most comprehensive list of business process outsourcing related terms and definition.

Agents

Definition

What is an agent?

In the outsourcing industry, the definition of agents is a team of individuals who are tasked to provide customer services via different communication channels available in order to continuously provide positive customer experience. Agents are deployed to do inbound and outbound functions; both are essential in keeping the relationship between the business and its customers healthy and productive. Processes may involve customer service support, back office job support, advisory services, email management, virtual assistance services, website maintenance, marketing and promotional services, and the likes.

Agents are trained to render customer support that revolves around the company’s product or service. Ranging from office support to advisory services, agents are expected to provide the best possible alternative course of action for every problem and increase customer satisfaction by attending to their concerns being raised via different communication channels.

Outsourcing agents

An agent of a BPO company earns an average of USD 4,000 per year in the Philippines, which is roughly USD 345 per month. Aside from that, agents can receive more through overtime pays and holiday pays. Labor laws in the Philippines require higher pay rates during these situations. In some cases, agents can work even with just a high school diploma, but applicants with college degrees have an advantage.

Outsourcing agents

Outsourcing agents

 

Outsourcing FAQ

What is Back Office?

What is back office?

Back office is a term used to classify business activities that are not directly attributable to frontline customer support, sales, and services. Back office functions relate to administrative functions which do not directly generate income or accessed by customers, but such is necessary to streamline the other processes involved in a business.

Back office functions include, but are not limited to the following: data entry, account processing, website content management, data verification, mediation, graphic design, writing and editing services, and accounting and finance services. These functions are necessary to a business yet attribute additional cost. Some companies find back office jobs costly since you need to allow a substantial amount of capital for recruitment, salaries, and employee benefits.

Outsourcing back office

In the advent of the internet age, companies can now take advantage of outsourcing, which can lessen the cost of running back offices while maximizing its full benefits. This also translates more time for you and your core team to focus on income-generating functions. Outsourcing back office functions guarantees that you are working with skilled professionals minus the hassle and cost of recruitment, as well as other operational and employee benefit expenses. BPO companies make sure that their representatives are competent enough to handle the client's needs. Outsource Accelerator lists over 700 business process outsourcing companies in the Philippines that specializes in back office administration.

 

What is Customer Service Representative?

What is a customer service representative?

A customer service representative is an individual who interacts with customers on behalf of the company, usually to address their concerns. These representatives are the front lines of service providers whose primary service is customer support. They bear the burden of knowing first-hand of how satisfied and dissatisfied customers are with the services they availed. CSR possess a plethora of skills they need to effectively deliver customer service. Other terms may include customer service associates, and customer service advisors or consultants.

As a customer service representative, you must possess good communication and problem-solving skills. Quick wit is what you need when faced with the pressures of solving a customer complaint. Otherwise, you’ll end up with a dissatisfied customer, and dissatisfaction is bad for the business and your CSAT. The ability to build a rapport with the customer is also important, making them comfortable talking to you about their issue and listen to your resolutions.

Customer service representative in the Philippines

Outsource Accelerator provides you access to great customer service representatives that you can outsource from the Philippines starting from $6 per hour, where you can save up-to 70% on staffing cost. We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with customer service outsourcing.

What is Help Desk Support?

What is help desk support?

Help desk support is incorporated with Information Technology (IT). It is technical support provided for customers who have issues and problems such as hardware and software related. Organizations who have their help desk support usually tracks the technical issues until further resolutions have been provided. Help desk support typically uses a software to deliver fast assistance, such as email support, chat support, and inbound calling.

One popular type of help desk support is in the form of a call center company. A call center has many call center agents or whom we usually refer to as call as customer service representatives. These call center agents ensure straightforward resolutions in any form of issues such as technical issues, shipment-tracking, placing an order, and such. These are considered as a help desk support.

Outsourcing help desk

It is a must to provide exceptional help desk support coupled with excellent communication skills. A good command for the English language is a great advantage for a help desk support agent. The team should also be fully equipped with the product knowledge, and who are prompt to answer customer’s inquiries. An outsourced help desk support team have a hands-on team management system that ensures quality assurance and both non-voice and voice help desk support.

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with outsourcing help desk support.

What is Business Process Outsourcing (BPO)?

What is business process outsourcing?

Business Process Outsourcing (BPO) is the engagement of services from a third-party provider. BPO uses various technology-enabled services to hasten the delivery of services. The business activities could be back-office such as, but not limited to, payroll, accounting, human resources, or front office jobs like customer service, sales, and marketing, etc.. In the case of content providers, these business activities could mean hiring writers, remote editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some of their business activities use their time on core services and competencies. With this shift on focus, companies improve their current processes that may result in improved customer satisfaction. BPO helps companies divert their resources to more critical business strategies. Often, companies find it impractical to hire a full-time position inhouse because of the cost associated with doing so.

Business process outsourcing services

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with, business process outsourcing.

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