Glossary

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

Interactive Voice Response (IVR)

Definition

Interactive voice response meaning

Interactive Voice Response (IVR) is a programmed telephone technology set to interact with callers. It has automated features that can reroute callers to the exact recipients. It is also capable of receiving touch-based or touch-tone keypad selection as well as voice command that enables the speaker to voice out any commands that can prompt the Interactive Voice Response or (IVR) to respond such as callback, fax tone, voice mail, and any other methods of contacting. Interactive Voice Response (IVR) is integrated with a database that allows callers to have access with the system and is efficient for the callers to choose menus without bothering an actual receptionist.

IVR call center

Having an Interactive Voice Response (IVR) in an organization can make things easier. One thing to consider is the time-efficiency, wherein an organization can save up a lot of time without rerouting callers to any inappropriate recipients. Few selections are available for the caller to choose from, that will also avoid confusions in both parties – it results in a faster transaction. A time-efficient system that can help an organization productive and effective.

Harnessing the power of technology gives businesses more leverage in its industry. Getting the most advantages of having an Interactive Voice Response (IVR) is part of proven solutions for your business. Gaining access to modern A-grade facilities can be utilized for the betterment of your business’ ongoing and future ventures.

Outsource Accelerator specializes in helping small & medium sized enterprizes (SMEs), with 2-500 employees, typically based in the high-cost English-speaking world. We are the experts in transforming these businesses with outsourcing.

IVR call center

IVR call center

Outsourcing FAQ

What is a Call Center?

What is a call center?

A Call center may refer to a physical center where an outsourcing company conducts various customer contact services that act as a front liner to customers. Call centers comprise of a team of agents who are trained for the product or service being offered. A call center may also refer to a type of BPO setup where a client gets a remote team to handle its customer service hotlines and attend the client’s customers in its behalf.

In call centers, agents often does inbound or outbound call handling. The former talks about customer service, order processing or technical support. The latter focuses more on telemarketing, promotions or selling. In this setup, it is the call center agent who initiates the call to potential customers.

Call center outsourcing

A call center employs agents who act as representatives of their client’s behalf to deal with questions, concerns, and complaints of the customers. Aside from that, call centers can also function as sales hotlines and telemarketing teams. Outsource Accelerator provides you the best call center outsourcing companies in the Philippines, where you can save up-to 70% on staffing cost.

What is a Customer Relationship Management (CRM)?

What is a CRM?

Customer Relationship Management refers to the creation, implementation, and evaluation of strategies in managing customer relationships. With a CRM, a business can deal with customer problems and complaints to increase customer satisfaction.

CRM is either a technology, a strategy, or a process, depending on how management views its purpose. Most often, companies integrate technology into a CRM process for a more efficient outcome. Creating a system to manage customer interactions can provide many benefits to a company.

CRM, which refers to technology, refers to the use of cloud storage, a computer system or application to monitor progress. CRM as strategy identifies the philosophy of the business regarding customer relationship, satisfaction, and interaction. CRM as a process may integrate the use of technology based on the company’s strategy or philosophy.

With the proper use of these three different CRM categories, the company can create a powerful tool to aid them in dealing with demanding customers. Most companies rely on a CRM to track customer engagement to their product or service.

Outsourcing CRM

Outsource Accelerator provides you the best outsourcing companies in the Philippines, 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 a Learning Management System (LMS)?

What is a learning management system?

Learning Management System (LMS) refers to an incredibly powerful software tool used to support learning by providing a room where resources can be stored and arranged, and where assessments can be given. Learners and Instructors can interact using blogs and forums, looking to improve performance and retention. Learning Management System put software that creates, manages, and delivers e-learning programs.

LMS, in its most common form, consists of a server and a user interface. The former does the functions of creating, managing, and delivering e-learning courses, while the latter runs inside your browser as a web portal used by administrators, teachers, and students to access the content.

LMS and outsourcing

LMS accomplishes facilitation of online learning and availability of digital learning tools straight to learners from different settings. LMS has also made a built-in customizable feature to assess learners progress real-time, and for instructors to monitor and communicate the effectiveness of learning. The majority of the LMSs today focus on the corporate market. One important feature of a Learning Management System is trying to create streamlined communication between learners and instructors.

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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