outsourcing Philippines

global

3 Trends Reshaping the Global Outsourcing Industry in 2020

Outsourcing in the Philippines / By

Similar to recent years, the global outsourcing industry remains thriving amidst the unpreventable dangers of automation. It is said that 2020 is the year where change will be very much visible compared to the past few years.

Companies that want to stay ahead of their game needs to be ready for the new wave of outsourcing. Embracing innovation is one while creating meaningful partnerships is another. The teamwork between the outsourced staff, as well as the in-house teams, are also expected to continuously flourish.

The key trends this year are changing together with their respective industries. Threats about dangers in automation, cryptocurrency, artificial intelligence (AI), and more overwhelming technologies are no longer considered as huge threats. So, there are more rooms for improvement and top skills remain in demand which is expected to cope with the ground-breaking discoveries this year.

Know more about the three (3) trends reshaping the global outsourcing industry, especially to performing countries like the Philippines.

global

NEED FOR BLEEDING-EDGE SKILLS.

Businesses today continuously find the need for bleeding-edge skills that will complement the expertise that they are looking for. So, global outsourcing providers are upgrading the way they pool their candidates for any role. Globally equipped and competitive individuals in different fields are also being trained to become top-of-the-line talents that will provide impressive results to their clients. This trend is believed to be in demand this year and for the next years to come. As change is inevitable, the worry of coping with necessary requirements for talents, services, and technology is unstoppable. The only way is to upskill and continuously learn more techniques to improve the way outsourcing providers distribute their services.

In the long run, the need for bleeding-edge skills will be imminent and outsourcing companies should be ready for it.

THE RISE OF REFERRAL POWER.

Only a few businesses today acknowledge the power of referrals. But in the outsourcing industry, referrals are almost 60% sure to be converted into sales. This year, referral programs are becoming a trend. It is because they believe that nothing influences people more than a recommendation from a trusted friend and that trusted referral is the holy grail of advertising.

Among the most advanced marketing strategies that are used by global marketers, referral marketing is highly recommended. As referrals become more on-trend, businesses these days are starting to plot their own referral programs. Clients that are satisfied with their providers’ services are encouraged to promote them within their network. Some outsourcing providers even prepare rewards and incentives for those who can successfully refer a new client. It is a win-win situation for everyone, including the referrer, the referred client and the provider.

But how effective is it? According to a recent study, 82% of consumers proactively seek referrals from their trusted friends before making a final decision. And this should be taken advantage by the salespeople.

FOCUS ON DELIVERING HIGHLY COMMENDABLE SERVICES.

In line with the rapid upgrade in technology, people’s skills and talents inevitably come along with it. So a more centralized focus on delivering highly commendable services for outsourced customer support, back-office services, web and software development, virtual assistants, offshore digital marketing, and a lot more.

Stronger collaborations are anticipated as clients and providers create are more willing to create a successful outsourcing partnership which enables them to share risks, responsibilities, and authority on both of their decisions. To reach a consensus, both should be working towards the same goal – which is to deliver highly commendable services without risking much of their authority as a business and a single entity.

Conclusion

These trends are reshaping the global outsourcing industry in 2020 and in many more years to come. Although eventually, more strategies and techniques will be discovered, for now, those three (3) will continuously become important determinants on how the future of outsourcing will constantly grow as an industry.

So if you’ve been thinking of finally outsourcing your companies’ menial tasks to a reputable service provider, then you are on the right track. Partner with a reputable offshore staffing company in the Philippines who can help your business grow by giving you a chance to save up to 70% on your labour costs! Contact DBOS today and get a free consultation with our CEO/Founder.

employee performance reviews

5 Tips to Help Improve Employee Performance Reviews

Employee Performance, Human Resources, Outsourcing in the Philippines / By

Employee performance reviews are a vital part of helping the staff create a clearer goal for themselves which also serves as motivation to do better. While it is done differently from every organisation, the goal of boosting employee performance remains as the main priority.

Meanwhile, more than just informing the staff of their level of productivity, employee performance reviews are also a good way to build rapport and loyalty within the organisation. Not only it is good for the company, but also for the individuals concerned.

Now, every employee contributes to the success or failure of a business. That is why improving the efficiency of the workforce and boosting the quality of services that they provide is necessary.

So, whether you’re a manager or a regular staff, it is highly important to keep track of your performance. Knowing your strengths and weaknesses earlier is better so you can do something to focus on your strengths. And to  further help improve every employee performance review, read these tips:

employee performance reviews

 

1. Find out why an employee is underperforming

Merely knowing and thoroughly understanding the employee’s issues are extremely different. So gathering proper information and enough data as to why they are underperforming would be the best foot forward. And instead of making numerous assumptions, it is better to exert any effort in finding out why. This way, it would be best tackled and addressed accordingly with the people involved.

2. Encourage effective communication

Effective communication happens when two or more people deliver, receive, and understand the message being conveyed successfully. It holds an integral part in creating a clear and concise discourse between people. At work, it aids in livening up the team spirit, building stronger teamwork and job satisfaction.

On the other hand, effective communication gives way to clearly deliver employee performance reviews and lessen the instances of misunderstanding. Also, the team members should be encouraged to communicate their ideas, as well as their deadlines, progress, and things that they believe is affecting their performance.

3. Inspire a positive work environment

Relevant studies prove that happy employees and happy customers are linked together. Happier employees tend to perform better which is said to be the result of a positive work environment. On a bigger scale, the employee’s happiness does not come from being paid a huge amount, nor getting tons of incentives. It is more of the feeling that they are valued for their role, appreciated, trusted, and encouraged to do more. And that is entirely for the HR people to handle.

However, there is only a significantly small number of companies all over the world that highly prioritises employee well-being. Unlike in the Philippines, an impressive number of HR-focused outsourcing companies have been established that gives high regards to the overall employee welfare.

4. Continuous learning and development

Just like how an employee was given a lot of attention during onboarding, they should be continuously provided with ongoing training. This way, the employees would highly feel that the company is very much concerned about developing their skills to further improve their performances too.

5. Use the necessary data to evaluate employees

Measuring and analysing employee performance based on their accomplished tasks, quality of work, and other data-driven results help them to be motivated. Concrete data that shows their strength and weaknesses both empower the employees. It gives them a higher level of motivation and conviction in improving their performance. So supporting and encouraging staff development will, later on, reflect on the business.

Conclusion

Employee performance reviews have provided better results than most ways that the HR people have used before. For example, rather than subjectively calling out an employee and telling them a piece of your mind regarding their performance, showing them the data is more credible.

Now, cultivating a healthy environment and promoting open communication gives the employees more room to work towards the company shared goals. And definitely, it is a good way for them to grow and succeed individually.

So if you want a professional’s viewpoint on how to help your employees further improve their performance and create high performing, productive workplaces, there is an excellent free culture IQ assessment tool which provides an in-depth, personalised report covering your areas of strength, opportunities for improvement and recommendations tailored for you to build a productive and enjoyable business.

customer service tips

Kick-Ass Customer Service Tips That Will Support Your Business in 2020

Business, Call Center Philippines / By

Providing high-quality customer service will continue to be a significant trend in 2020. Businesses that don’t pay attention to poor customer service will, later on, struggle in maintaining their reputation. Now, here are some kick-ass customer service tips and examples to help your business flourish in 2020 and beyond.

According to a relevant study, 77% of customers are fed up with bad customer service while a whopping 91% of consumers only buy from brands they trust. So we can conclude that poor customer service will most likely lead to lost customers and revenue. To avoid this, here are some call center tips to assist your business in 2020.

1. Customers come first, the service issue is just secondary.

Customers like it when the support agent is empathetic and nice. A gentle and accommodating voice on the other line that sounds genuinely concerned can ease the unsettling feeling of customers.

Do not take things personally

Unhappy customers are a little brazen and irritable. They might make abrasive remarks from time to time, but do not take it personally because they aren’t attacking you. It is the situation that they are mad about.

Never engage in an argument with a client

One of the 5 most important skills that make a good customer service representative is to be extra patient. Dealing with different customers every day could be exhausting, however, getting all worked up every single day could bring you serious stress. So practising effective breathing exercises will help clear your head and be more composed when talking to customers.

2. Personalisation when talking to clients.

Personalisation goes far beyond just using the client’s first name when addressing them. As much as possible, do not call them “Sir”, “Ma’am” or “Madam”. Putting on a personal touch when communicating is the best way to let them know that they are a priority. It is also important to show the value of their time and to not hold them off for far too long.

3. Maintain a positive language and reaction.

A good example of this is when a customer is looking for an item that has already been out of stock and then their attitude suddenly changed. Instead of saying, “I’m sorry we are out of stocks today”, it is better to put it this way: “It will be available next week. What is the best way to contact you once it arrives?”

Do you see the difference? The first response is dismissive and a bit negative, however, the second is hopeful and keen on setting the expectations straight. It would only take little time to rephrase your response from negative to positive, so make sure to do so.

4. Do not underestimate the power of quick replies.

A customer’s complaint might not be your priority, but for them, it definitely is. So make sure that you provide quick replies to customers. Waiting for their issues to be resolved before responding will only make them more furious than they already are. So if you want to impress your customers, make sure to set their expectations straight and provide clear KPIs for their reference.

Conclusion

As the call center industry in the Philippines continues to skyrocket, different advice, and guidelines are published everywhere. The list is endless, so we listed the four most important customer service tips that are believed to help your business thrive in 2020.

To further share some of the best strategies that will aid your business growth for this year and beyond, contact DBOS today and get a free consultation with our CEO/Founder.

call center capital

Philippines as the Call Centre Capital of the World

Call Center Philippines / By

Globally recognised as the ‘call center capital’, the Philippines continuously impress business people from all around the world. According to some potential clients, the Filipinos are highly admired for their remarkable talents, personality, and character.

On the other hand, it is no secret that the Philippines offer a lower cost of living compared to other countries. But even with the lower cost, productivity remains outstanding. Also, talents such as proficiency in English, cultural affinity to Western countries, low labour costs, hard work, and kindness, impress several businessmen to engage in building more call centers in the country. These are a few reasons why the Philippines remains to be the ideal outsourcing destination for businesses around the world.

A brief history of the Philippine call center industry

In 1992, the first contact center in the Philippines was built by Frank Holz. Seeing the industry’s potential, the country’s Congress decided to pass the Special Economic Zone Act in 1995. It paved the way to the creation of Philippine Economic Zone Authority (PEZA) which offered incentives and attracted foreign investors in the process too.

During the early 2000s, the BPO industry accumulated 0.075% of the country’s GDP. It was also in the same year that a US-based outsourcing center moved its operations to the Philippines. This offered at least 8,400 vacant jobs for the unemployed Filipinos. In 2013, the industry recorded 900,000 full-time Filipino employees which helped lessen the country’s unemployment rate.

For the next years, the Philippines continually gained a huge percentage on the global BPO market. As a result of this, the country was then declared as the world’s BPO capital.

The call center industry in 2020

Industry experts estimated a projected total revenue of $50 billion by 2020 which is more than half of the total revenue in 2016. With the growth of call center hubs in the metro, a lot of ‘Next Wave Cities’ outside the metropolis opened. Attractive factors such as cost competitiveness and dynamic talents have continually been the key ingredient in attracting more businesses.

In addition to the incessant growth of the BPO industry, emerging trends has become a huge ordeal. Some of which includes the following:

  • Robotic process automation.
    With the continued resurgence of advanced technologies and innovation, tedious business processes are expected to be automated in 2020. However, making sure that the nonrepeatable roles were strategically placed on the hands of humans.
  • Social media as customer service channel.
    As people become more inclined to using different social media channels, reaching the target audience has been easier. Popular social media channels such as Facebook and Twitter are proven to be a quicker way to answer queries from customers.
  • Cloud computing.
    With cloud computing, you can rent a professional IT infrastructure to accommodate your server, storage, or networking needs. This would allow you to store and back up your customer files rather than spending tons of money to own the technology in-house.
  • Upskilling.
    To be able to provide better services to customers, most BPO companies encourage upskilling for high-performing employees. Provided with intensive training sessions to upgrade their skill sets, the staff are then expected to be able to handle more responsibilities.

Call centers are part of the ever-changing BPO industry where technological advancements are inevitable. Changes in this industry are quite usual and following it is the only way to keep up with the trends.

Why huge foreign companies outsource their call centers in the Philippines

To be called the ‘call center capital of the world’, a country should at least be swarmed by hundreds of companies worldwide. And that is exactly why the Philippines has been dubbed as one.

Over 800 BPO companies from all over the world have currently been outsourcing their call centers in the country for years. Most of them are from Australia, the United Kingdom, New Zealand, United States, and so much more. What prompts them to outsource their call centers are determinants such as value services for a very low cost. But more than that, the Philippines is highly regarded for providing one of the best customer services from around the world.

Huge Australian-based companies such as Telstra, Optus, and Jetstar have experienced outsourcing their call centers in the Philippines. Doing so have helped them seized on the savings and allocating it to further expand their businesses.

Other American corporations such as Citibank, Safeway, Chevron and Aetna also outsource their call center services in the Philippines. Even businesses like Georgia medical collection agency and more have experienced outsourcing their customer concerns in the country.

These foreign companies believe that Filipinos are customer-centric and are easy to talk to. As English is the second language used in the country, well-trained agents are undoubtedly fluent compared to other countries.

Conclusion

As the fastest growing industry in the Philippines for over a decade, call centers in and out of the metropolis are continuously emerging. Ranging from startup companies with hundreds of staff, up to businesses with 1,000+ employees.

Nevertheless, the Philippines still holds the title of being the ‘call center capital of the world’. Up to this day, the developing call center industry in the country is not seen to be slowing down any time soon.

So if you’ve been contemplating about outsourcing your customer services, then better get a professional insight. Contact DBOS today and get a free consultation from our very own CEO/Founder!

jacqui-miller-dbos

DBOS’ CEO Jacqui Miller, Helping Businesses Grow with Efficient Outsourcing Solutions

Business News, Featured / By

Dynamic Business Outsourcing Solutions (DBOS) was founded in 2014 and is a fast-growing premium offshore staffing service provider. The firm operates with a singular view to help businesses reach their full potential to reap the maximum benefit. Jacqui Miller, who is the founding CEO at DBOS, aims at providing quality services with a price advantage to accommodate the needs of small and medium-sized enterprises. Her role as a founder and president of the company also provides her with the opportunity to explain new businesses about the difference that they create as a service provider and the value that can be derived from this association.

The competitive edge at Jacqui Miller’s DBOS is their primary inclination to build relationships between their clients, their core unit, and the offshore staff. This strategy has fostered an ecosystem that has helped retain clients as well as employees. With low-cost solutions catering to the company’s needs, the firm helps them achieve optimal efficiency and bridge any technological gaps. Working on a fundamental to maintain transparency, this outsourcing partner works by eliminating any surplices eliminates through inclusion and crystal clear communication.

Jacqui has always emphasized the importance of organic talent and acquires the best of it through an interactive recruitment process conceived by the firm. To learn more about this visionary CEO, GoodFirms had a dialogue with her as part of an interview series. Below is an extract from that illuminative conversation.

Exacting BPO Services Aligned with the Business Goals:

Understating the growing needs in an atmosphere harbouring mercantilism, small and medium-sized player’s brood over the possibility of expansion. This is where Jacqui steps in with her team offering to change the perception of such businesses, offering them an increase in their savings through reasonably priced services without the expense of quality.

The CEO and her firm recognize the value of a steadfast and meticulous team and aim at providing the best professionals that not only meet the client’s budget requirement but also the team that possesses the right set of skills that helps them fulfil their short and long term goals.

With a host of services at offer that includes offshore personal virtual assistants, data processing services, offshore real estate services, account outsourcing, and HR outsourcing to name a few amongst others, this offshoring bigwig helps businesses take care of the bulk of their back office and administrative tasks while they can focus on their core operational activities.

When it comes to monetary aspects, businesses detest any surprises that might be coming their way. The CEO has always maintained that DBOS maintains the utmost transparency in their practices. The firm provides an all-inclusive, transparent fee based upon the actual cost of the services and salary. Even the same reflects in their invoices, which are easy to understand and devoid of any hidden charges.

For offshore staff, the firm offers a fixed monthly rate and fixed monthly seats and services fee. Invoices are sent two weeks in advance of the due date, and the mode of payment adopted is a bank wire transfer or through a credit card imparting more trust to the business relationship.

What has made DBOS a unique offshoring opportunity and one of the top BPO companies in the Philippines at GoodFirms is the degree of reliance they have achieved through nurturing a climate of confidence based on their transparency.

Clear Digital Marketing Strategies for Maximum Perceptibility:

When elucidating about their Digital Marketing strategy, the parameters that are at their focus are the client’s target market, the digital channels to be involved certainly the budget. With a clear strategy set in place, the client is helped with identifying the right resources to get things rolling.

The DBOS CEO never misses an opportunity to accentuate the significance of allocating the right talent for the right role. A capable and engaged staff that is also aligned with their expectations will effectively implement the strategies that will help a client meet with their business objectives.

The digital marketing services that the firm offers include SEO, social media services, email marketing services, content outsourcing, and graphic design services, which are directed towards an objective to help businesses isolate from the crowd to stand out. The proficient marketers at DBOS focus on assisting organizations to leave a lasting impression in the online world that helps them stay ahead of the competition.

Jacqui accentuates that complete commitment should be the basis of all partnerships. Her firm is dedicated to helping all types of businesses to grow on this premise. Rendering the best offshore staffing services, they pull out all the stops to deliver cost-effective outsourcing solutions to address all the marketing needs of a business.

To gain insights into the information divulged by this dynamic CEO, please read the comprehensive interview here at GoodFirms.

About GoodFirms

Washington, D.C. based GoodFirms is a maverick B2B research and reviews company that helps service-seekers in finding BPO Services and digital marketing companies that are rendering the best services in the industry. GoodFirms’ bonafide research process ranks companies, boosts their online reputation and helps businesses choose the right technology partner that meets their requirements.

About the Author

Anna Stark is presently working as a Content Writer with GoodFirms – Washington D.C. based B2B Research Company, which bridges the gap between service seekers and service providers. Anna’s current role lingers her to shape every company’s performance and critical attributes into words. She firmly believes in the magic of words and equips new strategies that work, always in with ideas, something new to carve, and something original to decorate the firm’s identity.

smart entrepreneurs

7 New Year Resolutions for the Smart Entrepreneurs

Business, Business News, Offshoring in the Philippines, Outsourcing in the Philippines / By

Before every year ends, smart entrepreneurs ensure that setting the goals for next year is already planned out. Without a detailed strategy laid out for the next year, it would be like travelling without a specific destination.

With 2020 just around the corner, smart entrepreneurs are starting to plot their business strategy for next year. Big plans like those should also be discussed with other think tanks in the company to get more insights and ideas for a more accurate action plan.

Moreover, fast-paced businesses like the offshoring industry in the Philippines and in other countries are taking their time picking the right resolutions. As important it is in choosing the resolutions, sticking with them is more crucial.

If you want to get an idea on how your resolutions as smart entrepreneurs should be, then check out our infographic below.

smart entrepreneurs

Manage cash effectively

For smart entrepreneurs, one of the major concerns that they usually ask about is how to effectively manage their business income.

For the next year, irregularities in cash flow should be addressed immediately.  Also, learn to consider alternatives to be able to cut back on the budget.

Improve your digital presence

Digital presence is highly important for businesses. Regular updates on your website, most especially on social media can create a huge effect on your digital presence.

Talk to your digital marketing team to come up with ways on how to ramp up your online visibility.

Pricing

Get a financial expert’s help with your pricing concerns. And if you think that your products and/or services are worth more than what you are getting paid for, then try to revamp your rates. But before doing so, you must ask an expert to help you strategise and implement the new rates.

Increase manpower

Believe it or not, you can’t actually wear all the hats in your business, especially if it’s slowing you down. Remember that there’s always a space to delegate it to others. So, when you are having a hard time juggling every part of your business, then maybe it is an indication that you should consider offshoring. Although it sounds scary at first, there is so much more to it than meets the eye. The only way is to address your offshoring fears and learn how to overcome them.

Better communication

Your success as a smart entrepreneur lies in the hands of your people. More than keeping better communication with them, make sure to also relay the exact message to your target audience.

Here are 4 types of communication to consider improving.

Challenge yourself

Set goals that challenge you mentally and not one that would challenge your business. Do not set goals just for the sake of goal-setting or one that you can complete easily for the sense of accomplishment. Make sure that the challenge for yourself will have a long-term effect on your business.

Give back

Do not ever forget to give back to the community especially when your business is doing well. Aside from the significant promotion that your business can get, the willingness to give back will go a long way.

Conclusion

The New Year prompts for a fresh start. And if you have made mistakes in the past year that makes you feel a bit regretful, the next year will bring you more time to correct all of those.

Let 2020 bring growth and new beginnings to you and your business. As for us here in DBOS, we will be opening another office in Eastwood to start the year right! And if you’re interested in growing your business too, let us help you reduce your wage costs up to 70% and get a free consultation with our very own CEO/Founder!