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We list 8 factors to ponder with why you should choose shared team services
SMEs who are new to outsourcing are often torn between dedicated and shared team services when they want to outsource inbound call center.
But there is actually no definite answer as to which is better as it still depends on the scale of your operations and requirements.
That is why in this article, we focus on the benefits of inbound shared team service for SMEs to help you decide.
What is Inbound Shared Team Service
In a nutshell, an inbound call center receives your incoming calls be it from your customers and other stakeholders.
These are the common services it usually covers:
- Message taking
- Live answering
- Call forwarding
- Order management
- Customer support
- Complaint management
- Outsourced tech support
Shared team services are often called project-based team or team expansion models. As it is highly dependent on your needs. You can scale it up or down, depending on the complexity and size of your operation.
Advantages of Inbound Shared Team Service
Inbound Shared Team Service is a viable solution if your business has the following requirements:
- Lesser volume of workload
- Only needs simple operations like message-taking, order processing or tech support
- Dependent upon seasonal shifts
- Low budget to outsource inbound call center
Moreover, here are the pros of having an Inbound Shared Team Services:
1. Pricing
Shared resources are much less expensive than dedicated teams and can save SMEs money. You only need to pay for the time spent dealing with your customers.
Pricing models include per minute, per hour, fixed time rate, and transaction billing.
2. Volume
Resources are frequently shuffled or changed and are best suited for low-volume campaigns or when there is a sudden spike in inbound calls.
This is ideal if your company requires immediate resources without the hassle of hiring, training, QA, and KPI monitoring. As this is frequently flexible and does not require too much guidance from your end.
3. Quality
This is determined by the quality assurance system in place at your outsourcing provider. That is why you must make a clear distinction between the requirements that they must meet.
This takes the form of scripts and other guidelines, which your outsourced team must be aware of.
4. Availability
Shared teams are usually flexible and are well-trained to handle multiple clients at the same time.
You can customize shared influences based on your needs and what is best for your business.
5. Skills and Expertise
A reliable outsourcing provider can give you staff that is perfect for your needs. This means they are familiar with the services you need and are able to deliver quality service.
Of course, they still follow your set KPIs for each. Also they often have multiple skill sets needed to handle multiple accounts at the same time.
6. Control
Superficial knowledge about your business is prevalent in this type of team. However, this should not hinder you if you have strong scripts or guidelines for them to follow. Also, escalations are sent to you if it needs your intervention.
Often, a reliable offshore provider assigns QA manager or team leaders to ensure the operations satisfy your needs based on the set SLA.
7. Metrics
It is flexible when it comes to inbound shared team service. As it is highly reliant on your changing needs, thus flexible. These are the typical inbound call center KPI:
- Average Handling Time (AHT)
- First Call Resolution (FCR)
- Net Promoter Score (NPS)
- Next Best Action (NBA)
- Abandon Rate (AR)
8. Security
When it comes to this strategy, the minimum requirements when it comes to safety is to partner with an ISO 27001-certified, GDPR, and HIPAA-compliant provider. This way, you are assured that even though their agents access multiple clients, they have protocols in place to ensure there is no data breach.
Inbound Call Center Philippines For Your Shared Team Services
With almost 10 years in the industry, we continuously provide inbound shared team service for SMEs, across various industry verticals.
Our pledge is to provide excellent performance for our clients, no matter what requirements you have.
Inbound Call Center Philippines is an ISO 27001-certified, GDPR and HIPAA-compliant outsourcing partner.
Contact us today and let us create a top quality inbound call center for your business!
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We are the best Inbound Shared Team Service provider for SMEs. We will improve the service level of your business through efficient and budget-friendly inbound contact center.
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Why Do You Need a Shared Team Services?
Outsourcing your inbound call center with an option for shared team services will give you more traction with your customer and potential clients. You will have the luxury to hire agents that can do customer service and order taking at the same time. As a result, you will save more money compared to hiring two teams for two different tasks.
You must look for an inbound outsourcing partner that can provide you with a shared services team working in a flexible task. That way, you can focus on more pressing matters of your company. There are a lot of criteria that you need to consider before partnering with a shared services organization.
For starters, you must look at the credibility of the company you are dealing with. It is not easy to find a trustworthy and reliable service oriented BPO contact center.
That's why Inbound Call Center Philippines is the ultimate outsourcing destination for SMEs looking to offshore their incoming call services. We have more than a decade of experience in customer service, sales, 24 7 answering service, and other inbound-related service.
We provide a personalized services delivery model for our clients. This will guarantee that your own identity will reflect with our customer experience specialist. As a result, you will get a better CSAT score for your product.
We also have certification from several standardization bodies like ISO and HIPAA to guarantee the safety of your data.
Partner with the #1 SME-focused Shared Services Organization and BPO Outsourcing Provider in the Philippines!
Don't miss this opportunity to save more money and improve your customer experience service.
After you leave us a message, our Business Developers will contact you to discuss the services that you need. They will help you set up the KPIs to monitor the development of your business. We will also determine the software and number of people you need in operation. Then that's the time we'll talk about the cost of the service.
Our current benchmark for inbound calling services
Average Customer Satisfaction Rating
*for consumer goods account compared to industry average of 76.5%
Flexible Pricing Models Transaction-based models, Hourly rates, & Shared Services
*we offer flexible quotation based on requirements and free trial guarantee
99.9% Inbound Call Center Operation Uptime
*we can accommodate all calls coming from all geographical regions
Skilled Shared Service Agents
We train our agents to have knowledge in every inbound call center service. Rest assured that your consumers are in good hands when they are interacting with our people.
Fast and Favorable Outcome
We expedite the training and setting up of the call center service so you can have a quick turnaround. Besides that, you'll be able to immediately enjoy the benefits of outsourcing your inbound service.
Efficient and Cost-effective Inbound Operation
Shared Team Services reduce the number of agents you need for your inbound call center. It allows you to use the remaining fund for more pressing business matter like product development.
Continuous Improvement of Skills and Knowledge
We always aim to be a better BPO company for business partners. Thus, we are conducting coaching and training for our agent whenever possible.
Our Core Markets
United States
Australia
Europe
Asia
What is Shared Team Services?
A shared team service is a business strategy that aims to centralize several tasks performed by one department. In the outsourcing industry it includes customer service, 24/7 contact support, sales and marketing, inbound tech support and other call-related tasks. The goal of shared team service is to reduce the cost you need in hiring manpower. Besides that, software can also assist the agent in shared service to make the tasks easier.
One of the most important things to consider when outsourcing shared team service is the security of your data. That's why it is important to look for a BPO service provider that has certification from different standardization bodies like ISO. It will guarantee you the credibility of the call center company you're partnering with.
How Much Do Shared Team Services Cost?
There is no definite cost for shared team services, or at least that should be the protocol. Having a standard price for this service will defeat the purpose of it's flexibility. Companies should have the right to choose what service they can outsource before talking about the pricing. Of course some BPO contact centers have a minimum requirement which you should be aware of.
What Inbound Task Can You Outsource in Shared Team Service?
- Customer Service
- Order Taking
- Telemarketing
- Answering Service
- Tech Support
Is Shared Team Service Better Than Specific Teams for Each Tasks?
It is a good idea to use shared team service when you are expecting a low to medium inbound call from your customer. However, high call volume is not advisable since agents might not be able to focus on all tasks on hand.
Launch Your Shared Team Services with Us
Need to reduce expenses but don't want to compromise the quality? Planning to organize your service for your customer? Outsourcing your inbound call center with us using shared team service will allow you to be more flexible about what you can offer for your consumers.
1. Let's talk objectively about your targets and KPIs
We will figure out what kind of business strategy will work on your firm. You can provide us data and record from your operation so we can analyze and come up with an effective business model.
2. Tell us the shared services team you have in mind.
Let us know what type of service and team you want to handle it. We will make sure to hire an agent that will fit the description you provided. Of course it is a collaborative effort between our HR and your discretion.
3. After we helped scale your business, let's explore further.
More than inbound call center, the end-result is what matters the most. Once we're done achieving your KPIs, let's talk about how we can improve your business further.
THE #1 INBOUND CALL CENTER OUTSOURCING PROVIDER IN THE PHILIPPINES WITH 100+ SME PARTNERS WORLDWIDE
InboundCall Center Philippines has been assisting SMEs for more than a decade now. We provide quality customer care support for your clients wherever and whenever they may need you.
GIVE US A CALL
Contact us today and experience how InboundCall Center Philippines can help you with your needs. Same thing we'll be doing for your clients once we set-up your call center service.
Frequently Asked Questions
What are examples of shared services?
Services that can be shared among the various business units of a company include finance, purchasing, inventory, payroll, hiring, and information technology. For example in inbound call center, you can centralize everything that is related with calling your consumers and also your B2B inbound transaction.
What is the purpose of shared services?
Shared service centers minimize duplication of a service. By having this service, you are integrating service funtions into a single department. This avoids multiple department working on the sames tasks and ensures that knowledge generated will benefit the entire corporation.
What is the purpose of shared services?
- Identify the strategy that you need
When you outsource this function, there is a personnel that will help you strategize your business model.
- Consolidate with your co-workers
Before outsourcing, make sure that everybody is on the same page as many tasks will be forwarded to a third-party service provider.
- Determine the technology/software that you will use
This is important as it will help your operation run smoothly. Having a software that is not compatible with the tasks you have will just complicate things.
- Look for a room for improvement
Always find something that can be improve in your operation. This is where your KPI will come in handy, they can tell you what are your weak point.
- Look for a long-term plan
When outsourcing, always plan out what should happen in the future. It helps you monitor your progress and gives you a long-term goal
What is the difference between BPO and shared services?
BPO is the process of partnering with a third-party vendor with the right skills and resources, to carry out work on your behalf. Shared Services relates to the creation of an autonomous business unit which carries out these processes for multiple functions within an organisation. BPO call center can now provide Share service for the company.
How does a shared services model work?
A shared services model provides services to customers by combining, regulating and automating processes in low-cost locations. Usually, organization will offshore non-core service and will use shared service model if they are expecting low to moderate workload.
What makes a good shared service center?
The first thing you have to look for a third-party service provider is their credibility. Every company can provide you an affordable service. But not all of them can live up with it. You just might end up wasting time partnering with a shady BPO contact center.
Inbound Call Center Philippines is one of the most trusted BPO contact centers in the Philippines. We have more than a decade experience assisting SMEs about their needs on shared team service. We provide excellent quality call service for your consumers.
What sets us apart from other call center providers is our unique perspective for your consumers. We understand all aspects of your operation before providing a solution for your company. On top of that, we always make sure that everything runs smoothly in mock operation before going-in live.
Contact us today and let's discuss what shared service you need for your company..
