Tag Archives: BPO Company

BPO Directory — find BPO companies with us!

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Do you need to find a BPO company to outsource some back office tasks to? You’ve come to the right place. 123outsource.net has 800 highly qualified BPO companies all around the world. We used to have over 4000 companies, but we filtered out the lower quality companies and kept only the absolute best companies. We have BPO, KPO, and LPO companies in India, The Philippines, Central America, Eastern Europe, and many other places.

We update the information in our BPO directory every month, so you are assured to find highly accurate and useful information whenever you do a search! 123outsource.net gets abgout 30,000 visitors per month. Your company is welcomed to join us and create a profile. Just visit our sign up page! The link to sign up is on the left of the home page in red!

How good are your analytics for your BPO company?

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Many companies specialize in analytics while others don’t know what that means. But, how good are your analytics for running your own business?

Call centers have many metrics and analytics to keep track of how long people wait on hold, how long calls take, if disputes can be resolved in one call, and more.

Large companies have analytics for inventory, systems integration, testing, and more. The result is more streamlined manufacturing at lower costs which translates into increased productivity.

But, what can your company do to use analytics? There are many things to keep track of at a BPO. Here are some that I thought of.

1. How long did you know a client before they became a client?
2. How many times did you interact with someone before they became a client?
3. How many people you interact with by email, phone or otherwise become clients?
4. How many clients who stopped using your service did so because service was slow or mistakes were made?
5. What are the fluctuations in labor use at your company week by week over a period of time?
That will help you determine how much extra labor you need.

6. What is your typical employee turnover rate.
7. How much training do you need to give an employee to get them to a particular level of competency?
8. What “special” requests do clients have? (or do you ignore this like most other BPO’s?)
9. Which of your employees have repeat clients and which lose you clients repeatedly?
10. What do the employees who stay say about your company vs. the ones who quit?

That’s all for now. Perhaps you can think of some other analytics.

Do you use the Steve Jobs principle: “Think Differently?”

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In America, people love the concept of thinking differently. We fool ourselves into believing that we are all unique individuals, that you can’t generalize and that culture is an imaginary force of nature that doesn’t really exist. The truth is that we are all unique, but not as unique as we think. Our DNA is probably 99.9% the same as other humans and what makes us different is the .1%. Sounds Kabbalistic — The 99% and the 1%. In any case, this blog article’s purpose is not to ridicule the innocent incorrect beliefs of popular American culture (even though that is fun.) I want to ask you if you think differently at your work?

It all starts with a thought…
If you want to make a small difference at work, or make a huge galaxy shaking change in the universe, it all starts with your thoughts. At least, my guru claims that all actions that have happened in the universe started with a thought. The Big Bang was started by a rather big thought, or disturbance in consciousness! So, let’s start thinking. What types of thoughts can you do to make a difference?

Problem solving
The way I understand business is very simple. You provide a service. You either follow directions or you don’t. You either do good work or you don’t. You either get back to people (hopefully in a nice way) or you don’t. And you either finish on time, or you don’t. To improve things in the world of work, you can change when and how people communicate. You can try to enhance people’s job skills. You can try to enhance the tools people use at work (Apple computer has mastered this art,) or you can refine the art of meeting deadlines. Larger corporations try to master the art of assessing the value of each of their employees and each of their customers to optimize. My experience with companies is that they often don’t get back to you and don’t finish on time. If I were going to create the perfect company, I would focus my efforts more heavily on communication and ways to meet deadlines no matter what!

Your BPO company
How can you think differently at your BPO company? There are a million things you can think about. I would start by talking to your BPO customers. What do they like about your company and what do they think needs improving. If you talk to 20 customers, you might get 20 different opinions, but you might see that 5 out of 20 are saying the same thing. Think differently by trying to solve the problem of where you are lacking. Then, think differently again and try to do something new and wonderful that no other company of your category has ever done before! Don’t ask me, I have no idea! After all, I don’t think differently!

Why hire a freelancer instead of a company?

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As I get more experienced in business, I realize that BPO companies are not all they are cracked up to be. If you hire a small BPO company to outsource your tasks to, you get stuck with whomever they hire to do the work and whomever they hire to manage your work. My experience tells me that management at small companies is always dismal. I have never seen good management at a small company in my life and I have dealt with many dozen of them over the years. Keeping deadlines and doing quality work never seems to be a priority unless you are a huge client which I am not. I feel that quality should be for all clients and not just large ones. Additionally, there seems to be no desire to do what is necessary to keep clients. Companies do what they want to and how they want to, and if you don’t like it, that is your problem — they are not concerned.

Skill levels can vary
At any of the BPO companies that I have hired, there is always a vast range of skill levels. If I am paying top dollar, or need a complicated task done, I need someone who is capable and responsible. I seem to rarely get this combination, or either of its components when hiring companies. Additionally, you never know what the skill level of a new person will be at those BPO companies. Let’s say that your programmer is busy and they want to pair you with their other programmer. You have no idea how good or bad that other person will be. Your entire business could be compromised.

Personality pairing
I found that people who don’t like me don’t do good work — ever… If I hire an outside company to do tasks for me, I have to make sure that the boss likes me and that the worker(s) like me. If there is a disconnect on any level, the work will suffer greatly.

Hiring a freelancer is easier.
You are only dealing with one person. That person has one skill level and one personality. They can manage them self, or you can manage them. You are never stuck with a middleman who insists on being the go-between. Those go-betweens always fail on delivering finished work in my experience. Another point to consider is that the most talented people I have ever worked with were freelancers. I did find that around 20% of people working for small companies were excellent! But, the freelancers I hired were a few notches better than even the best people who work at companies!

The next question is how to outsource freelancing work overseas?
Odesk is a solution, but what if you don’t like the people advertising there, or what if you don’t like Odesk’s rigid terms? Is there a way to find freelanced call center clerks or programmers overseas? Hmm! Maybe we should advertise for them! Maybe that will be our next niche!

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Do you invest in the customer experience?

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There are certain companies out there that are “feel good” companies. Their employees happily work as a team. Their customers are enthusiastic about their product. Cliff Bar, Starbucks and Google seem to meet this description. Customers will want to come to you and refer their friends if you offer a good customer experience.

I have noticed that plumbers, electricians, and outsourcing companies tend to not invest much (understatement of the year) in the customer experience. What if you molded your BPO company so that your customer’s experience from the first email or phone call they made to you until their 143rd project with you was seamless and a wonderful, pleasant experience that they would fondly tell their grandchildren about. In my experience, I have never seen an outsourcing company do anything like this.

The reason that BPO companies don’t invest in customer experience is that they are not even aware that it matters and they don’t think about it. All actions start with thoughts. Remember the big bang 16.4 billion years ago. That started with a divine thought. An awakening of divine consciousness. You need to have your own big bang!

What are some things you can do to enhance the customer experience.
(1) Hire people who are nice and well trained to answer phone calls and emails. That way people will get pleasant and informative answers to their questions.
(2) Give prompt quotes when price queries are made
(3) Give regular feedback to clients whether they want it or not.
(4) Call them just to show your appreciation. Maybe a small gift if they are a valued client.
(5) Get your work done on time or early, every time. Nobody will complain about that.
(6) Give helpful suggestions with or without being asked that are in the best interest of your client, and not necessarily in the best interests of your sales quotas.

Good luck. If you can become the master of customer experience, you could conceivably become the biggest outsourcer in the world due to the fact that nobody else is even conscious of this very important concept!

(1) If you can master the art of customer experience, you’ll become the biggest outsourcer in the world
(2) Nobody else is even thinking of the customer experience, so if you do, you’ll clean up!

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The back burner strategy for outsourcing

Categories: Outsourcing Articles | Tagged , , , , | Leave a comment

I don’t see BPO companies who think like this. Most BPO companies have really obtuse pricing strategies. It is too bad, because they would be able to grow more, and pinpoint what their clients want with a bit more innovation in their pricing strategy.

Imagine that you are an outsourcing company. Imagine that you have four employees that do a type of task. Perhaps they are call center workers, or perhaps programmers. Programmers are a better example since they often do a few hours a week for one client and a few hours for another client. But, the type of work they do is immaterial. The point is that in any given type of shop environment, you might have certain workers who are just busy all the time, and others who might have free time. Or, you might want to hire someone new, but don’t have enough work to keep them busy full time. So, what do you do?

My suggestion is NOT to have a flat labor rate. The rate for labor should depend on:

(1) Which employee is assigned to a particular account

(2) How busy that employee has been during the previous quarter.

If they were really busy, then you raise their hourly rate by several percent each quarter they were booked up, until you reach an equilibrium.

(3) Charge based on the time sensitivity of the job.

Front Burner Jobs
Let’s say that you have three rates for each employee. Let’s say that Mary’s time will be billed at $100 per hour. However, if you have a rush job, Mary will put you first — no matter what. Since other people will be delayed, it is only natural that you would have to bill more for the rush job. “Front Burner” or rush jobs might be billed at $130 per hour for example. In real life, perhaps only $115 or $120. You should taylor your rate so that 15-25% of any employees monthly labor consists of “Front Burner” jobs.

Back Burner Jobs
On the other hand, what if a client wants you to work for cheap, but doesn’t care when you get the project done. In such a case, you could charge them $60 per hour for Mary’s work. However, Mary would only work on your job when she has no more medium burner or front burner jobs to do. You might be waiting for months to get even one hour of Mary’s time. The problem is that your client might LEAVE if nothing gets done on their project for months.

A Back Burner Contract Idea
So, you need a CONTRACT where you guarantee the client a certain amount of work that you will get done. In exchange for offering a low price, you need to get flexibility from the client in exchange. I feel this is fair. After all, if the client needs your company to be flexible by doing a rush job, you charge them more, right? Let’s say that the client has a job that is 200 hours of labor to complete. Let’s say that the client is willing to give you up to a year to accomplish this task, but you can go as fast as you want. However, the client wants to make sure that you are not completely slacking off, otherwise there is no point in assigning this project to you. So, you can have a contract that states that you will do at least 15 hours of work per month on their contract, but you can do as much as 100 hours per work on the job too if you like.

The Next Issue – WHO will be working on the Back Burner Job?
Back Burner jobs are perfect if you have an employee who is no longer in demand. If your previous star employee only has an average of 20 hours per week of billable work, and you don’t want to fire them, then a back burner job would cover your costs to keep that employee around. On the other hand, what if you never know which of your employees will have time to work on a project? Whichever has extra time on their hands would be perfect for that back burner project. On a brigher note, if your company is growing, your new employee might have very few paying jobs to keep him busy, so a back burner job would be great for the first few months until you can dump some high paying work on him. The problem is, that your client might like Mary to be doing the work, and if Mary gets busy, the client might not like it if John (the new guy) starts picking up where Mary left off. After all John is new and might not be any good. If you write a contract, you have to specify WHO is authorized to do the work on a particular project, or at least what skill level of people. Certain BPO jobs require a specific skill level after all.

It is complicated having different employees all with differing hourly rates, and then to add the complexity of billing based on time sensitivity. However, this way you can deliver optimal results to your clients and be more popular. To me, it makes sense if a company aims for having 10-20% of their total work being back burner work. Why? This way you have plenty of time to accept rush jobs, so you don’t keep your paying customers waiting… Think about it.

Many BPO companies will take on a new client and promise to get their project done fast. Then, they will get a much bigger client, and put the smaller client on the back burner without consent. This is a dirty business technique used by so many programming houses. They basically ruin the schedule of the smaller company, and lose them as a client. Then, the big client might dump the BPO company as well, leaving them with NO clients. It is much better to just keep time commitments by charging people enough to warrant overtime pay, and the hassle of an uneven schedule.

The end!

What is the process of setting up a BPO Company?

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What is the process of setting up a call center or data entry house?
I have never done anything like this before, so I am the wrong person to ask.  However, I regularly interact with those in the BPO, Call Center, and Data Entry professions, so I know a few of the basics.
Here is a step by step plan for setting up a BPO company.
(1) You need to be an expert at most of the core skills of the outsourcing company you are setting up. If you don’t know what you are doing, you will not be able to hire or train others to do the job well. Also, if you don’t know what you are doing, you are not serious, and will fall on your face.
(2) You need to be a business expert, and an expert at attracting and keeping clientele.  If you know how to run a BPO call center perfectly, but fail to attract clients, you would be better off as a manager at someone else’s call center. If nobody will hire you, then that proves your value (or lack of it)
(3) You need to pick an auspicious location.  Some areas offer better rates per square foot.  In my opinion, lucky offices will attract more clients, so keep luck in mind.  Do you see an area where companies are generally thriving and making profits?  It is easy to see if someone has revenues, but profits are harder to detect. Maybe these seemingly thriving companies are just getting by, or taking a loss.
(4) There are companies that focus on selling equipment and networking for new companies to set up their phone systems and internet systems. 
(5) Once you have your office all set up, you need clients.  If you have an attractive web site and do outreach to large companies that might need a call center, you might be able to set up a client base.  From there, hopefully you will get referrals.
(6) You need to have a large pool of workers you can call if you need service.  Call centers have unsteady business, so you need a long list of people to call if you get a new client.  It is not a bad idea to let the client have a say in who you hire for their particular projects too.
Those are the basics.  I am not in that business, so I can not tell you more!  But, keeping an eye on your employees, and making sure they are doing their best is key. Bringing in an outside consultant to train and critique your workers could make a wonderful improvement too, and is worth the money.  Quality wins the game in the end, so if you are willing to invest in quality, you could beat out the competition.

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