How To Outsource Your Inquiry Handling Service in the Philippines

Learn how to outsource your inquiry handling service in the Philippines more effectively

There are varying reasons why businesses worldwide choose to outsource inquiry handling service. The prevalent reasons are reduction in overhead costs, leverage of an international pool of highly skilled agents, and lack of in-house resources to do the job.

Regardless of reasons, outsourcing inquiry handling service for SMEs is becoming a staple for businesses. This is because of its proven benefits that startups to industry players enjoy when they partner with the suitable provider. 

Choose your Suitable Inquiry Handling Service Provider

 There are risks and benefits involved in outsourcing inquiry handling service and choosing quality customer support agents. But this should not scare you as there are ways to minimize the risk while enjoying the benefits. 

Here’s how to choose the right provider for your business.

1. Identify your inquiry handling service needs

This is a crucial step as you need to identify which problems you want to address in your business that outsourcing will provide. Remember that this is a very diverse industry. This means there are a lot of services a single BPO company can provide.

For instance, there are several types of call center outsourcing that each cater to different requirements. These are the following:

Inbound

This involves quality customer support agents that manage inquiry handling service from your customers. They answer incoming calls, provide answers to FAQs from customers, technical support and record complaints and issues from your customers.

Outbound

This service focuses on outgoing calls to customers and prospects. This involves cold calling, telemarketing, and telesales. This is often outsourced in support to an in-house sales team to maintain a healthy stream of sales funnel.

Two-way

This is getting both inbound and outbound call center albeit different departments. This is perfect for businesses to handle incoming customer calls while performing outbound sales.

2. Search for a provider

Once you identified your required functions, for this instance inbound for inquiry handling service. You need to find a BPO company or vendor to carry out such operations. You need to consider two factors in here:

• Budget – it should be enough for you to afford a quality team and at the same time less expensive than putting up an in-house team. For reference, outsourcing in the Philippines hovers around $14/hour. This varies however on how reliable your BPO partner is and if you want a dedicated team or shared services.

• BPO Provider’s Reputation – specialization of call centers varies from one field to another. Some may excel in inbound, outbound, tech support, etc. that is why it is important to find one that fits your needs, align with the industry you operate in.\

3. Continuous monitoring of assigned metrics

Once you have a partner, you need to ensure you are up to date on what’s happening on the ground. This means you ought to know whether set inquiry handling service KPIs and metrics are met. 

You need to know the following factors:

• What your agents do
• How long theory work for you
• Productivity rate

Top 3 Trends in Inquiry Handling Service for SMEs

Most businesses no longer rely on traditional call centers. The global BPO industry is constantly improving service delivery through AI and innovative solutions. 

Fortunately, SMEs can also benefit from these advancements. Here are the top three trends you should be aware of:

1. Cloud Computing and Support

IT is a critical component in resolving your customer’s issue and, as such, is an essential component of the entire operation. This also aids in faster resolutions for customers.

This also aids in the better management of client data, issues, and complaints.

2. Data Security

There have been various hacking scandals in the past decades with hackers getting smarter every day. Data breach often results in profit loss. That is why a lot of businesses choose to partner with outsourcing companies that put information security as a high priority. 

Therefore you need to look and partner for a third party provider with ISO certifications, PCI DSS, HIPAA, and GDPR among other things.

3. Intelligent and Robotic Process Automation 

Automating manual processes enhances your quality customer support agents’ productivity, performance quality and efficiency. 

More and more BPO companies integrate robots, computer programs, and AI in their call center services delivery.

Get Your Inquiry Handling Service From Inbound Call Center Philippines 

Our 10 years in the BPO industry enable us to provide excellent services to SMEs from various industry verticals. We believe that you can take advantage of outsourcing no matter what business size you are. 

Inbound Call Center Philippines is here to ensure your customers are properly attended to, their issues resolved at a much faster rate. 
Let us help you improve your contact center in more ways than one. Contact us today!