Glossary

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

Multi-Channel Support

Definition

What is multi-channel support?

Multi-Channel support is a combination of two or more channels that companies use to communicate with their end-users. Companies utilize various channels to make it convenient for clients to send their feedback or complaints. It is crucial that companies listen to what their end-users have to say or what they need.

Companies turn to multi-channel support systems in entertaining complaints and returns of customers, both online and in physical stores. Another use of multi-channel support is for companies to be able to track important information about customers. Businesses also study the behavior of customers when it comes to purchasing goods. Multi-channel customer service is vital in helping maintain sales by taking care of the customer’s needs, satisfaction, and complaints.

Outsourcing multi-channel support

Outsource Accelerator provides you access to great multi-channel support agents 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 multi-channel support outsourcing.

Outsourcing multi-channel support

Outsourcing multi-channel support

Outsourcing FAQ

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 Live Chat Support?

What is live chat support?

Live Chat Support, also called live help or live chat, refers to a web service for industries that allows communication, wherein visitors send a real-time chat to the business's website. A chat happens between the customer and an operator, whom both will input texts into the live chat box to start a conversation. It promotes efficiency by having real-time agents simultaneously handle multiple chats. Live chat support applications allow the administrators to respond to text chats from several customers who visit the website.

Live chat support allows multiple options for distribution and utilization with instant messages. Typically, chat applications open a window then connects the user to an administrator. Some applications put an order by enabling users to be in a queue. This makes sure that the admin deals with one user at a given time. Afterward, it may proceed to the next user when the present chat has ended. Users can have the chance to view their status in the queue. Live chat support allows companies to provide direct website visitor engagement in a manner that promotes increased interactivity and trust with website visitors, increasing customer satisfaction.

Outsource live chat

Outsource Accelerator provides you access to great chat support agents 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 live chat support outsourcing.

What is Order Processing?

What is order processing?

Order processing is the sequence of steps to gather a customer's data, encode their order, and pass it on to another department for fulfillment. Depending on the industry, fulfillment can take the form of shipping or bookings and rentals.

Depending on the scale of the business, business owners can choose to leverage technology to speed up order processing and use data science techniques to better understand their customer base and predict inventory and sales trends. Some business owners, however, op to use more traditional pen and paper processes for their lower upfront and maintenance costs.

Outsource order processing

Thanks to advances in telecommunications technology and cloud-based storage, order processing can be digitized much more cheaply. And thanks to outsourcing, finding the expertise to leverage the data from digital order processing is a much more economical option for small business owners.

Outsource Accelerator provides you access to great order processing specialists that you can outsource from the Philippines starting from $6 per hour, where you can save up-to 70% on staffing cost. We make it easier for clients to learn about, and engage with back-office 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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