39 questions to ask any potential outsourcing provider to be able to drill down on their operations.
33 questions to ask any potential outsourcing provider to be able to drill down on their operations.
Key factors impacting the industry and the rising trend in outsourcing
33 questions to ask any potential outsourcing provider to be able to drill down on their operations.
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Save up to 70% on employment costs
Expert supportA reputable outsourced provider can help ensure your outsourced journey is optimised for success
Improve staff satisfactionIncrease employee satisfaction and decrease staff attrition rates
Business growthFoster sustainable business longevity by reinvesting into the growth of your business
Flexibility and availabilityHelp your business become more agile and flexible by opening up 24/7 availability
Access a global talent poolGive your business the ability to tap into a global talent pool to source candidates from anywhere in the world.
A customer service representative is responsible for interacting and liaising with customers to handle queries, complaints, process order requests and provide information on existing and upcoming products and services of an organisation. They are the first point of contact for customers requiring assistance and are experts at solving problems using CRM databases.
Customer service representative duties and tasks can include:
These customer service tasks are particularly well-suited to being outsourced. Organisations free up their local service teams’ time by sending these tasks to outsourced customer service representatives. This allows your onshore team to focus on performing higher value, revenue generating work.
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Customer service representatives need to be empathetic and understand how to remain calm under pressure. When customers are stressed or upset, these representatives need to be able to provide a calming environment to help solve any issues as quickly as possible. Being able to multitask and answer phone calls while manoeuvring CRM databases is a key skill in addressing customer queries.
Outsourcing service providers recruit customer service representatives the same way an internal, talent acquisition team would. Essentially, they ask the same questions to understand whether these offshore candidates would be able to provide the level of quality required by Australian organisations:
A higher education degree or certificate is not required to be a successful customer service representative. Being familiar with computer software and telephone systems is a plus and will require less training. Interpersonal skills such as empathy, active listening and problem-solving are essential to ensure high customer satisfaction levels are maintained.
Outsourcing companies can help you find the right candidate to meet your organisation's customer experience requirements. Hiring highly proficient customer service representatives will ensure that your company’s image is maintained. These representatives who can efficiently solve customer queries and provide excellent customer service in the process can free up your onshore team’s time to generate more revenue and develop customer relationships.
Organisations are able to appreciate the added benefits that come from offshoring customer service representative duties to the Philippines, including:
Outsourcing your customer service representative roles to the Philippines can represent significant cost savings of up to 70%. At Beepo, we offer a simple monthly fee to help you reduce your overheads and focus on growing your business. This monthly fee covers everything: including infrastructure, security, recruitment and training, management and staff benefits.
For more detailed information on costs, please arrange a business consultation so we can tailor a solution to your business needs.
This first step is to find out if your business is offshore ready. If the answer is yes, here are the next steps:
Beepo is an outsourcing company based in Australia that offers businesses a distinct competitive edge with offshore staffing solutions. We take the time to understand the hardships our clients face when it comes to recruiting hard working, dedicated staff. The Philippines is renowned for its rich talent pool. This makes us adept at finding and recruiting the best talent for our clients.
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