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November 2013 | Outsourcing Blog | BPO Industry Updates and Articles

How to Get Your Customers to Hear What You have to Say

by: Finella Kristle Panlilio

Friday, November 29, 2013 | Comments (0)

Category: Outsourcing Research / Trends

You are in a crowded marketplace, struggling to place your business on a level above par. How do you get a prospective client's attention? What do you need to do for them to visit your website and stick around long enough to actually end up trying your product?

Communication strategies for businesses

Jellyvision Lab's Group Creative Director Tom Haley shares five tips for businesses to better inform and communicate with their customers.
Skip the non-important stuff.
Bear in mind that your customers are very busy people, so keep your message as brief and efficient as possible. Avoid giving out too much information. Present only the key facts about your product and how it can help; your customers don't have the time for a product history.
Explain special terminology or jargon before using it.
To ensure that you and your customers are on the same page, explain special words or phrases before using them throughout your message.
Whenever possible, use metaphors.
Using metaphors has a persuasive power and can help explain complicated concepts to customers. Because metaphors create vivid images in your reader's head, it will be easier to understand and remember your message.
Be funny.
In addition to increasing your persuasiveness, employing humor also holds customers' attention. Being funny connects you with your customers and builds relationships. It boosts trust and eases tension, therefore letting your customers have a better experience.
Tell the story in chronological order.
When trying to explain something to customers, use real-life context to help them better understand the message.
The key to being heard is to speak the language of your customers and to keep your message short and interesting.

Businesses are clearly adapting to the trends and changes in the market. They do this to retain the trust and interest of their customers and fuel innovation internally. It was also discovered that some of their outsourcing contracts are no longer as effective as before.

Integrating multisourcing into outsourcing strategies

The most popular trend in the world of outsourcing today appears to be multisourcing. Instead of utilizing one non-specific outsourcing service provider, companies are beginning to realize the value of tapping best-of-breed providers and to integrate a multisourcing delivery model into their operations.  

Large deals are now divided into smaller ones where risks can be easily mediated and the service of vendors is maximized.   

InformationWeek.com sorts the outsourcing market into four different categories based on the gravity and urgency of the requirements of a business:
Performing processes internally
Insourcing is common for businesses that have outsourced in the past and are not quite satisfied with the results that they get. Some of these companies experienced a decline in the quality of their products, while some surprisingly ended up with a large bill caused by surcharges that were hard to match in the outsourcing contract’s fine print. 

Outsourcing locally
This type of setup is common for operations that need constant communication and interaction between the client and the provider. However, talent shortage is a common problem that poses a threat to business continuity and the company’s budget.

Nearshore outsourcing
Businesses that plan to tap markets in nearby countries usually go for nearshore outsourcing. Through this type of outsourcing, businesses are able to customize offerings based on the country they want to serve. For instance, US companies outsource to Latin America to accommodate the growing market there.

Offshore outsourcing
This is the perfect delivery model for companies that want to reduce costs and are thinking of beefing up operations to accommodate growth. Countries such as the Philippines and India are great offshore outsourcing destinations where labor and operational costs are less expensive.

Before creating a multisourced outsourcing setup, business executives must get a clear perspective first on what the company’s urgent needs are. Does it involve mobility? technology? support? Through this, they can seek out the best providers in the field and create business hubs that will represent each outsourced business function.

Why IT Outsourcing is More Economical

by: Sarah Joson

Tuesday, November 26, 2013 | Comments (0)

Category: Outsourcing Research / Trends

A lot of business owners are still not convinced that IT outsourcing is less expensive compared to doing IT processes in-house. They feel that the amount being charged by outsourcing service providers are debatable since most contracts cost thousands of pounds annually.

IT outsourcing less expensive

To have a better perspective on the topic, Business2Community.com published an article that lists down factors that make outsourcing more affordable as compared to keeping staff and IT work in-house.

Cost of labor is lower.
Outsourcing hubs, specifically the ones operating offshore, employ IT experts who offer services at much lower rates. For a specific position such as a data security specialist, a business owner would need to shell out at least £50,000 for one expert. This does not include the workstation, software, and employee training. So when everything is combined, they would end up with a much higher fee.

In the Hayes Resourcing and Talent Planning 2013 Report, it was stated that the average cost of hiring an employee on top of the annual salary is valued at £1800.

Surplus budget can be used for more important things.
Since business owners technically save on supplementary costs (computers, software licenses, etc.) when they outsource, they can reallocate the surplus budget to other important processes such as research and innovation of products, and all in all add value to the company.        

Solve data security challenges.
When it comes to data security, business owners either resolve issues aimlessly or ignore the entire thing. Reports showed that this often results to losses, data security breaches, and staggering financial damages incurred by a company. Acquiring the services of an IT support services provider to manage and keep your IT database in tip top shape ensures that you have experts who make sure that the IT operation is running smoothly.

Outsourcing also enables business owners to access skilled and experienced IT experts in different countries, especially when there’s a shortage of IT talent locally.

IT operations will be scalable.
Some companies lack resources to increase operations and integrate new solutions, resulting to hampered growth. If they opt to outsource IT processes to a provider, the growth of the staff and the operation will now be up to the provider.

Business owners can give the providers the guidelines on how they want things done, and check up on them periodically to ensure that things are going as planned.

Tips for Outsourcing App Development

by: Sarah Joson

Monday, November 25, 2013 | Comments (0)

Category: Outsourcing Research / Trends

App Development Outsourcing Tips

The ever growing mobile technology has opened countless opportunities for businesses, and has fuelled demand from consumers. Anyone who owns an internet-capable gadget today can have access to various websites that offer services, products, and information.

On the other hand, business owners are seeking more and more solutions not only to market their products and services, but also to make the transaction easier for customers. But many business owners have limited access to the skills needed in creating new tools, offerings, and keeping up with the trends in general.

Two of the key processes for this line of work can be outsourced: the design and development of the application itself, and the sales and marketing aspect.

As posted at Tech.co, these are things to keep in mind when outsourcing app design and development work:

Anyone who is involved with outsourcing knows that communication and transparency are critical factors. Since work is done remotely, executives should exert extra effort in establishing concrete communication lines through conference calls, constant emails, and even periodical site visits.

History and Reputation
Do your own research about the history of the provider. Of course, when they are the ones presenting themselves, they will keep certain information from you such as failed partnerships and their entire track record. By performing due diligence, you will also be able to discover what disciplines they offer and which ones they excel in.

Assets and Financial Capacity
Will the service provider be able to sustain the needs of your company if for instance you need to expand? See to it that apart from the main skills and resources such as infrastructure and app development team, they also have enough management staff to take control of the growing operation.

Using Integrated Marketing to Increase Engagement

by: Finella Kristle Panlilio

Friday, November 22, 2013 | Comments (0)

Category: Outsourcing Research / Trends

Integrated Marketing

Integrated marketing is delivering one, unified message to customers across all brand channels. It is a marketing strategy that aims to exercise brand consistency across different mediums by complementing and reinforcing the overall impact of each marketing activity.
Marketing is effective in helping meet objectives and achieve better results when your channels and platforms work together. Aside from keeping your message consistent, integrated marketing can also dramatically increase your reach and engagement.
Here are three channel combinations for meaningful integrated marketing:
1. Email and Social Media
When doing email blasts, include items that are easily shareable (e.g. videos, checklists, quick tips) and then embed social sharing links in the email itself.
Including social sharing buttons makes it convenient to share your content. It also encourages engagement from your readers.
2. Email and Landing Pages
During an email campaign launch, make sure that you have at least one customized, targeted landing page to engage readers who click through.
There is available marketing software that makes it easy to create enticing landing pages. These pages are easy to replicate with different messages for different email segments and will also track new leads.
3. Press Releases and Social Media
Since press releases don't leave enough room for you to provide every detail, try to promote a hashtag within your statement.
Using hashtags encourages engagement because it makes it easy for readers to ask questions and join the conversation. And while you're educating your target audience, you are also helping increase brand visibility with every tweet and response.

What Start-ups Need to Ask Customers before Doing Any Marketing

by: Finella Kristle Panlilio

Thursday, November 21, 2013 | Comments (0)

Category: Outsourcing Research / Trends

As someone who's running a start-up, you're filled with excitement to get out there and let the whole world know what you have in store for them. You're already thinking about all the possibilities marketing can do for your business: the buzz, the leads, the customers, and even more customers brought in by your loyal customers.

Marketing for startups

That's all well and good, but marketing expert Drew Williams would advise you to keep calm and examine how your brand is doing before deciding to spend a single buck on marketing. And what better way to figure out how you are faring than to ask the customers themselves?

All you need is to ask these three questions:

  1. What should we stop doing?
  2. What should we keep doing?
  3. What should we start doing?

By surveying customers, you'll know if your customers love your company enough to refer you to a friend and which areas need improvement.

Williams also shares an insight about start-ups: they aren't that great. They're mediocre, which is why most of them disappear within five years.

Jeff Rosenblum, a former Wal-Mart executive, shares the same sentiment. He tells us what we might have known all along but were too slow to realize, or maybe too afraid to admit: that customers now have all the power, and misleading and manipulative advertising no longer works on them.

So, to have the foundation of a great marketing campaign, listen to your customers. They'll help you get better.


Three Major Challenges Marketers Face

by: Finella Kristle Panlilio

Wednesday, November 20, 2013 | Comments (0)

Category: Outsourcing Research / Trends

Marketing Challenges

The consistently changing technology and rapidly evolving media environment are great challenges for marketers. Whatever the goal is, there is always at least one part of the marketing strategy where a marketer falls short.
Here are three difficulties for today's marketers, each followed by an idea or two about how to address them.
1. Understanding the Feedback Loop
It used to be that you could simply post messages through one channel for your audience to see. Since media evolves quickly, what worked before may not appeal to your target audience anymore. Marketers have to move away from strategies focused solely on specific channels and adopt a new approach to communication. This means delivering relevant content to customers and listening to them.
2. Accepting Change and Acting on It
With the rapid pace of change in technology, marketers should be proactive and ensure that their brand is progressing. Leading brands are not afraid to incorporate new technology into tested and reliable marketing strategies.
3. Tearing Down Boundaries
Marketers should be able to coexist and work in coordination with other departments. Encourage different teams within your company to exchange insight and share valuable information by offering incentives and opportunities. Working together collectively helps all departments succeed in their goals.

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