Glossary

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

Employee Satisfaction (ESAT)

Definition

What is employee satisfaction (ESAT)?

Employee satisfaction measures how content and happy employees are with their current positions. The computation is quite simple. Companies use employee satisfaction surveys to compute for this metric. Although this metric is not an ultimate tool to determine employee satisfaction at the deeper level, it is enough as a start, especially if your business is experiencing fast turnover. Many factors affect employee satisfaction. These factors may include compensation, team environment, workload, management perception, and among other things. You can add all of these elements in the survey to determine employee satisfaction. Alternatively, you can use individual survey for each factor.

Aside from quantitative aspects, qualitative evaluation of the survey is also crucial in determining whether your employees are satisfied or not. For example, one employee scores a good to a perfect rating for all other factors except for management perception. This exception should be a good indicator that something’s not good at the management level or maybe conflict is rising that you might want to investigate.

Employee satisfaction and outsourcing

Outsource Accelerator has over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn more about managing an outsourcing team and ensuring that ESAT is consistently high.

Employee satisfaction and outsourcing

Employee satisfaction and outsourcing

Outsourcing FAQ

What is a Net Promoter Score (NPS)?

What is a net promoter score?

The Net Promoter Score (NPS) measures customers in terms of their willingness to help promote or recommend a particular product, which may include other services as well. This gauges customer satisfaction as well as loyalty about a company's product. The customers are given surveys that ask how they would rate a particular product or service to their friends or colleagues. They may choose between a scale of zero to ten. According to the ratings given by the respondents, they will be classified into three categories. These are the promoters, passives, and detractors.

Net promoter score for companies

The NPS is calculated by deducting the detractors' percentage from the promoters percentage, which is the generated result or score in between negative one hundred and one hundred. The detractors are those whose scores are six and below. They may not find the products and services to be useful may not buy from the brand again.

Passives are those customers who gave a seven or an eight, and maybe quite happy about the product, but they do not find it to be excellent. These are the people who may have the possibility of switching to another company or brand if the other company may produce something better. Finally, the promoters are those customers who have either a nine or a ten about the product or services offered. These people are fans and could be purchasing from the same company repeatedly.

Outsource Accelerator has over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn more about managing an outsourcing team and ensuring that NPS is consistently high.

What is Customer Satisfaction Rating (CSAT)?

What is customer satisfaction (CSAT)?

Customer Satisfaction Score (CSAT) is a popular key performance indicator that tracks customer satisfaction. The process involves a survey question or a set of questions. The customers answer by indicating their level of satisfaction. The most popular scale is 1 to 10, with 1 being the least satisfied and 10 as the most satisfied level.

The best timing to use this methodology are after sales, before renewal of subscription, and after customer support. After-sales or after-customer support satisfaction is crucial for repeat customers. So, a business should have first-hand knowledge on its customer satisfaction. A simple interview or a feedback form after a sale would suffice. The result gives a business the necessary output whether or not to improve customer service right there and then. However, the possible ambiguity might be a disadvantage, especially if a customer is dissatisfied with the service.

CSAT in outsourcing

Customer satisfaction score might be the simplest metric but it’s a powerful tool for all businesses. It closes the loop on first customer interaction and helps businesses move on to the next level. Computation is quick and easy. You add up all the rating and divide the total score by the number of respondents. Most likely, you’ll get a percentage. Get your customer satisfaction score a notch higher by outsourcing your customer service team. Check out Outsource Accelerator’s extensive list of outsourcing companies in the Philippines.

Full-time employee definition

Full-time employee definition

A full-time employee (FTE) is used to describe someone who is exclusively employed by a company. This employee may work for forty hours a week or more, which could be equivalent to day-time business hours. A full-time employee (FTE) is also privileged with statutory benefits that are provided by the employer.

The Philippines is one of the countries where the BPO industry flourished greatly. It has since opened many job opportunities for the people, employing about 1 million alone within the outsourcing industry. In the outsourcing industry, a full-time employee can have varying working shifts to accommodate the clients' timezone.

Outsourcing full-time

Outsource Accelerator provides you access to great full-time dedicated remote staff 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 outsourcing.

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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