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customer service call center

4 Major Reasons Why You Need to Outsource Your Customer Service

The quality of customer support can make or break a business. Bad customer service can often lead to an unsavoury reputation and drive potential clients away. Hiring competent personnel capable of handling any form of customer support is quite difficult: there are so many factors to consider when deliberating prospects like the employee’s personality, patience, and adaptability. Partnering with the right BPO company can help you bypass this challenge, and outsourcing might just be the answer you’re looking for.

Outsourcing makes finding the right agents easier

A fully functioning staff of professionals sounds like a dream but it can be made into a reality by hiring offshore teams. Outsourcing customer support to countries like the Philippines is a convenient solution as Filipinos are well known for their hospitality, patience and empathy towards customers. BPO companies help connect you with the right people to handle every aspect of customer service. Whether it be for live chat support, community management, or telesales, outsourcing allows you to tap into a wide market of talents for a fraction of the cost.

The wages you usually pay for one in-house staff member can already get you two or even three offshore agents, as labour costs are lower in developing countries. Since outsourcing significantly lowers your expenses than hiring in-house staff, it makes assembling an offshore customer support team as affordable and a viable option for businesses of any scale.

An offshore team automatically offers multilingual support

One good way to maximise the advantages of outsourcing is to partner with BPO companies in a country where you can also get clientele. That way, your offshore team can cater to a wider audience they can communicate with: customers within their country who speak their native language, and international customers they can talk to in English.

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Hiring a diverse crew increases the variety of languages your customer support team can accommodate.

Outsourcing customer service improves cash flow

Not only is outsourcing helping you save money due to cheaper labour costs, but it also helps businesses grow by increasing profits. Customer care boosts revenues as it improves general metrics like first-call resolution, average handle time and customer satisfaction. Happy clients are more likely to give great feedback and make recommendations to their family and friends which can then bump up your sales. Maintaining customer satisfaction through live chat support or other means helps stabilise your income generated from sales, subscriptions and other services your business offers.

Multi-channel support is made possible and easy

One of the most impressive features of outsourcing customer service is that you can reach your clients and patrons through more channels. Whether it be through video chat, VOIP calls, live chat, social media and many more. Call centres often train their staff’s flexibility and capability in handling multiple channels for customer care, ensuring you only get qualified employees to be part of your company. Unlike with hiring in-house staff, you no longer need to buy additional equipment or software to accommodate for multi-channel support. Seat fees and set-up fees are already included in payment packages when you outsource, and these are used to equip your offshore staff with the latest tools to help them effectively perform their jobs.

 

Efficient solutions don’t have to be expensive. If you are looking for ways to expand your business but don’t want to overspend, outsourcing your customer service department can be a wise option. It eliminates a lot of hassle yet introduces numerous advantages you can benefit from.

Want to get started on outsourcing? Check out our services to see which options are a perfect fit for your business’ needs.

outsource-online-marketing

Branding Matters: Why You Need Social Media Marketing

With over 2.072 billion active users monthly, Facebook has become the biggest Social Networking Site (SNS)–trumping both Instagram and Twitter with 800 million and 330 million active users respectively. It only makes sense for businesses to use these online avenues for advertising their products and services. This rising marketing trend led to the creation of social media marketing and has proven itself to be very effective as a means of directing traffic. BPO companies around the world began offering social media management services, so businesses can get a boost in their online presence.

Reach a wider audience

Using Social Media Platforms broadcasts brand awareness to a wider, international audience. Social network platforms also come with built-in tools that will help you gauge analytics and enables you to choose a specific target audience for marketing. Facebook and Instagram for example, allows business profiles to create a paid advertisement and customise parameters in order to filter in users who are likely to be interested in your product or service. You can also easily monitor the progress of your marketing campaigns through page insights, complete with options for optimising the visibility of your page and its content.

social media

Create an online personality for your brand

Ever since the advent of the internet, viral content has the potential to reach “immortality”–funny and interesting videos, pictures, and any kind of engaging content remain relevant for years and even decades. This is why brands have started launching their own viral marketing campaigns on their official SNS accounts that help attract new customers for your product or service. Among the most memorable examples would be the Wendy’s Twitter account, that shot to fame overnight due to its hilarious comebacks and sarcastic replies to people who tried to engage with the official account. In fact, the marketing stunt was so popular, people have started making fan art, fan fiction stories, and even dressing up as Wendy’s iconic mascot. The viral marketing campaign had dramatically raised their social media engagements, resulting in a profit of around $64 Million that year. Social media marketing brings your brand closer to your audience by interacting and engaging with them through a defined personality according to your brand’s tone and image. You can also opt for hiring a community manager which can further drive people towards your online channels.

Community Managers vs. Social Media Managers

You can broaden your reach by hiring community managers to support your official SNS profiles. Community managers create their own persona and endorse the brand to followers in their accounts. The main difference between a social media manager and a community manager is that the former engages with people already familiar and following your brand, while the latter is responsible for bringing the brand closer towards people outside your normal reach, and help more people discover your products or services. Community managers help your business become more accessible to potential customers as they are not confined to a corporate tone or persona when engaging with other people online.

laptop social media icons

Overall, your business will surely benefit a lot from social media marketing, especially when it’s done right. Not only does SNS help people connect with each other, it also helps you connect with your target audience!

Want to give social media marketing a try? Check out our services to see which staffing solutions can help you amp up your branding online!

video call

Why You Need a Virtual Assistant

When starting a business, it’s understandable that you put in a lot of work to get your company off the ground. We all know being an entrepreneur is very challenging, and there will be times when you are better off getting help. Hiring a personal assistant eases the management of your tasks, as you can have someone else do half the work you are doing and allow you to focus on your priorities. But sometimes, business owners stray away from the idea of hiring additional personnel because an in-house personal assistant can cost you a lot of wages. Fortunately for us, a new trend is beginning to gain popularity among professionals: getting remote assistance through an offshore virtual assistant.

What is Virtual Assistance?
BPO companies now offer virtual assistants under their back office services. A virtual personal assistant is someone who can help you with administrative tasks such as responding to emails, scheduling meetings or booking travel tickets, accommodation and more. Any business-related task that could be done online can be delegated to your virtual assistant, and hiring one comes with several benefits that could help you save both money and time.

Virtual Assistants are a great investment
Unlike in-house personal assistants, VAs are twice or even three times as cheap which means you can hire more people with different specialisations to handle different tasks. Since you no longer have to allocate extra resources for office space and equipment, you can use the money you save on growing your business. In addition, labour rates are usually charged per hour of service rendered, and are commonly available on flexible schedules. This, in turn, can save you more money in the long run, as you don’t have to pay for your VA’s downtime. Most small businesses don’t have enough tasks to keep a full-time assistant busy, which makes hiring a virtual assistant ideal.
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Increase your productivity while avoiding burnout
Being a business owner can sometimes require you to be a one-man team, leaving you with too many responsibilities and stretching you out too thin. Hiring a virtual assistant is a great way to ensure you don’t get burned out from the daily grind–you can just focus on your expertise and core priorities while your VA can handle the rest. Since technical tasks like accounting, data processing, or market research can be done on a computer, you can easily outsource these responsibilities remotely to your offshore assistant. There are BPO companies that train VAs for different fields, but you can also opt to train your assistant according to your business process and standards.

Having a virtual assistant lessens the hassle
BPO companies make the process of hiring a virtual assistant faster and better. As compared to hiring in-house which can cost you a lot of energy and resources that could negatively impact your business. With outsourcing, you can opt for a BPO company with an interactive hiring process so you can monitor and screen the quality of candidates that your outsourcing partner will provide you.


Virtual Assistants can not only improve your productivity, having one also raises your quality of life. By allowing you to save money and time, you can then spend it doing more productive tasks or take a break to recharge and refresh your mind so you are better prepared for the challenges that running a small business entails.

Want to get your own VA? Check out our services or send us a message at enquiries@dbos.com.au to see how we can help you find the perfect offshore work companion!

codes on computer screen

IT Services: Why You Need To Outsource Today

Information Technology is an indispensable department in any company. IT teams are in charge of the creation, development and maintenance of systems regularly used by businesses around the world. Aside from these, tech support also varies in key responsibilities: Network Admins make sure that you have stable network functions, Developers are often in charge of the coding and programming aspects, while Designers create a comprehensive interface for programs to be used by your other employees or the website you present to your target audience.

Outsourcing IT eliminates other expenses

When hiring an in-house employee, you also have to consider other costs to accommodate your staff. Benefits packages, healthcare, and other cost factors such as a budget for training, sick days or leaves, and paid vacation need to be taken into account. Offshoring takes this off your hands, as the BPO company you’re in partnership with will be handling this for you. Usually, aside from the labour costs, you just have to pay a fixed seat fee or set-up fees to provide your offshore staff with the right equipment they need to perform their job well.

Outsourcing also allows you to access the latest technology that your offshore IT team needs, as paying regular seat fees and set-up fees will end up cheaper in the long run instead of buying new devices and other equipment.

IT person on his desk

Outsourcing makes hiring a full team affordable

As stated before, IT isn’t just one big job. You’ll need several people to perform specific functions in order to be more efficient. Since offshoring lets you save a lot of money on wages and equipment, you can then afford to hire more people and assemble a whole crew. You can even add multimedia artists and a dedicated QA (Quality Assurance) officer to work for you. Each of these roles is equally essential in making your IT team competent and more productive.

A full team of IT experts is also a great advantage when it comes to round-the-clock system maintenance, something you can achieve better when you outsource. You can opt to split your offshore team into two shifts and have the night shifts covered easily due to time zone differences.

Outsourcing improves disaster and risk management

Every department isn’t free from flaws, and sometimes networks or computer systems might fail. Having a team of professionals available 24/7 means there will always be someone on duty to assist you with any system problems you might encounter. Since your offshore team is composed of IT experts with more experience and technical skills, they are better equipped and trained in responding to network issues and system errors. The time it takes to fix a problem can be cut down significantly and improve your overall risk management.

 

Outsourcing your IT needs makes it easy to keep up with the world’s ever-changing demands. You don’t need expensive solutions to your business’ problems: just an efficient one. Hiring an offshore staff to handle IT tasks has many more advantages aside from the ones we listed here. Want to give it a try? Check out our services to see which staffing solutions can help you further develop your company.

stressed businessman

Telltale Signs That You Might Need to Outsource

Building a sustainable startup business from the ground up is no easy task. Even after you overcome all preliminary hurdles, your company is sure to face harder challenges along the way. At that point, the difference between success and failure lies in your ability to adapt. Outsourcing is lauded to be a great option in surviving these challenges, especially for a small business looking to grow or expand. In this article, we will enumerate some of the signs that you might need to outsource in order to help your business thrive.

business on smartphone

How to Run Your Business From Your Smartphone

Good news for small business owners: everything you need is already in your phone. No longer will you have to spend a lot of money buying expensive equipment, today’s apps allow you to run your business anytime, anywhere. But before you download anything, it’s a good precaution to also be mindful of how to keep your phone secure. USA Today warns entrepreneurs: though using a smartphone is ideal, you must take the right steps when it comes to protecting your information.

Technology has advanced so much that the small computer we carry in our pockets are now capable of more things than we can imagine. From managing your payroll, inventory, writing invoices, down to scheduling, payments and even document storage–your phone can cater to almost all the essential aspects needed to run your small business.

To learn more about the business apps you can download and a few data security tips, you can check out the full article here.

leader

3 Key Characteristics an Efficient Leader Must Have

Notable leaders have shaped our culture and history, from legendary monarchs to known heroes and famous political personalities–great leadership has always been rewarded and renowned.  But what is leadership? What are the qualities of a good leader? The answer might be more complex than what we think, but in this article, we will narrow it down on three key characteristics.

How Taking Risks Can Make You a Great CEO

Daniel Abrahams, the Transformer Director of Bond University, shares his personal insights on how risk-taking improves leadership in the corporate setting. Hailing from South Africa, his father’s decision to move to Australia sparked Abrahams’ curiosity about the nature of making bold decisions.

Abrahams has worked in different fields ranging from federal government to corporate, financial services, energy and transport, to telecommunications in a start-up business. As he transitioned from CRO to CEO, he boils down risk management into three key facets: Leadership Values, Risk Taking Culture, and knowing the difference between Entrepreneurial and Corporate risks.

daniel abarahams bond university

“I am inspired by entrepreneurs who go about providing customer solutions. I promote proper risk management behaviours across all business people and share my intellectual property for the benefit of the practice of risk management,” he writes. To learn more about Abrahams’ insights and fundamentals of Proper Risk Management, check out the full article here.