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May 2019 | Outsourcing Blog | BPO Industry Updates and Articles

Data processing requires focus and needs to be done meticulously. It is one of the laborious and time-consuming back-office tasks that are best outsourced – not only to save time and money but also to streamline your business. Outsourcing your data processing ensures that it will be handled by a dedicated and specialized provider at a faster turnaround. This way, you can realign your resources and investments on significant core tasks and streamline your workflows.

Improving Efficiency

Data processing outsourcing gives you direct access to advanced resources and tools without having to directly invest in them. Outsourcing providers offer automated solutions that eliminate time-consuming steps. The solutions will be customized to your needs and the data will be processed and organized and converted or digitized into the format you require. Digital content will then be easier to access and analyze.

Digital Transformation

Companies used to work mostly on paper with endless files and filing cabinets. Digital content helps remove the clutter and save space. Through automated and digital document management solutions, data processing outsourcing promotes paperless documents and transactions. Not only is this more efficient, but it is also eco-friendly.

Increased Customer Satisfaction

Aside from reduced printing and mailing costs, digitally processed documents also help increase customer satisfaction – the documents reach them directly via email or mobile apps, eliminating the risk of important documents, like billing statements, getting lost in the mail. Data processing outsourcing providers may also offer solutions that streamline information to reduce the number of pages and make reports and billing statements simpler and easier to understand. This can significantly reduce customer complaints.

Information Security

Small businesses and startups usually have no security policies and processes in place for data management, so it is best for them to outsource data processing to providers that have the expertise and the right resources and policies. BPO companies have sophisticated security standards and measures to prevent data breaches.

Data Processing Services

Any business can benefit from data processing outsourcing, as data processing tasks are involved in different industries. The types of data processing tasks that you can outsource include but are not limited to:

  • Data entry and validation
  • Data capture and organization
  • Catalog processing
  • Processing of orders, requests, and claims
  • Archiving and storing contracts
  • Producing electronic bills and statements
  • Document scanning
  • Processing surveys
  • Invoice processing
  • Accounts payable
  • Forms processing

MicroSourcing has extensive experience in providing data entry and data processing solutions to a wide range of industries. Contact us to learn more about how we can help streamline your business.

Cost and quality management are both priorities for businesses. To achieve efficiency in these aspects, companies outsource call center services to capable providers. Not only does this benefit the business, but the customers as well.

But how do you know which call center outsourcing vendor is the right one? Here's a checklist of the qualities you should look for in a call center outsourcing provider, as well as factors to consider.


Choose a call center outsourcing partner that has up-to-date technology. This includes the software, hardware, and equipment they are using to cater to customers’ needs and inquiries. Make sure that their technology is capable to streamline your processes or adapt to the technology you require.

Quality Assurance

Your call center staff are your company's representatives, and therefore must uphold consistent, high-quality service. Call center outsourcing providers should have KPIs and quality assurance measures in place to make sure that the outsourced team performs well and in line with the company's mission, vision, and values.


Partner with a call center outsourcing provider that has the reporting and analytics tools to measure your customers' satisfaction rates in relation to your outsourced team's performance. Reports can include sales and interaction levels and are sent to you at a frequency you require.

Specific Industry Experience

The vendor you will hire must have experience in the relevant industry your business is in, as well as in the industry of your target consumers. The provider with the right expertise will know who to hire as your outsourced call center staff and what skills and qualities to look for.


The main reasons for outsourcing include maximizing productivity and minimizing costs. Your outsourcing partner should be able to achieve these for you by providing qualified and experienced call center staff at lower rates. Consider outsourcing to offshore destinations where the service and expertise you require are offered at lower labor costs. Review the proposal and contractual terms, and make sure you understand the price inclusions and what are considered extras.


Check if your potential outsourcing partner’s culture fits with your company's culture. This is key to building a good partnership. Ask for references you can call; read reviews and testimonials about the vendor; or you can also arrange a visit to the facility and talk to the management, trainers, supervisors, team leaders, and some agents as well.


It is important that your vendor should have the flexibility to adjust to your requirements, whether you need to outsource an entire call center or just need additional offshore staff. Their services should be scalable to meet you call volume demand.

Smooth Transition

Find out if your potential call center outsourcing provider can help you ensure a smooth and seamless transition. Know about their transition processes and how they can help make the transition easy for you.

MicroSourcing, a pioneer of managed operations outsourcing in the Philippines, makes it easy and affordable for companies to establish their own operations here in the Philippines. With the managed operations model, we provide office space, assets, and support services. We will help you pick the employees, and we manage them together. With this approach, you can tick off all the items above in the most efficient way.

Call centers are dedicated to fulfilling customers' queries and making sure that they are resolved quickly and exceed the callers' expectations. Customer satisfaction relies not only on whether or not the problem was solved, but also on how the interaction between the customer and the agent transpired, along with other factors. How can call centers contribute to improving customer satisfaction?

Be more assertive and have presence of mind

Call center representatives receive training to get accustomed to the company, products or services, and the types of queries they would handle. While they are trained to stick to a script, there will be unpredictable circumstances. Call center representatives must be trained well to be assertive and have presence of mind. These skills will give them the confidence to take charge of the situation and give the customers assurance.

Reduce waiting time

Review your processes and identify what usually causes the call waiting time to take longer. It could be that some of the agents need to be retrained, a part of your process that needs to be streamlined, or some of your systems or technology need to be upgraded.

Be more accessible

A way to reduce call waiting time is to become more accessible to customers. This could mean hiring additional call center representatives, especially during peak seasons, or adding more communication channels to complement the voice calls. For example, if the call center is handling applications or claims, it would be more convenient to have online forms available for the customer to fill out and submit. The call center representative will then only have to call the customer to ask for additional information or to update him or her on the application or claim status. If you have international customers, you could try extending your operation hours to match their time zones.

Spot weaknesses and address areas of improvement

Review customer calls and see how the call center representatives are handling the customers. Find out the reasons for customer dissatisfaction and implement ways to improve them. Keep the call center team up-to-date with the latest policies, tips, and best practices so they could continue to improve their skills and keep them motivated. Perform regular appraisals to assess their performance and provide advice and additional training as needed.

Nurture a conducive environment

Call centers can be hectic, and so it is important that the agents are given time to take a break and unwind. A comfortable working environment can help them reinvigorate, like having a space for mini-breaks. Fun team building activities can also help boost their motivation.

Have the right resources and tools

Help your call center agents serve the customers better by providing them with the right tools and facilities to be able to do their job well. Look into doing some upgrades or introducing new technology that will allow for faster and more streamlined service.

Ask for feedback and act on it

Take advantage of the power of the internet to engage customers and encourage them to give their feedback on your call center service. Look into forums and social media to see what your customers think about your service. The comments section is also a good place to start. Additionally, you can also start a thread or a single place where customers can post or send their reviews and testimonials.

Be more attentive and empathic

To understand your customer, put yourself in their shoes. Treat them how you would want to be treated if you were the customer. Having empathy and being attentive to the customers can make them feel more comfortable and confident that you can address their concerns effectively. It can also help alleviate the tension, if any.


If you think you need more time and money to do all these, then you should consider outsourcing your call center services to offshore providers. Outsourcing your call center services allows you to delegate the tasks to a more capable team at lower costs. With the right resources and infrastructure to do the job effectively, not only can you save time and money, customer satisfaction will improve too.

According to a research report, the healthcare BPO market will experience strong growth during the forecast period leading to 2025, driven by the increasing number of medical and healthcare organizations adopting BPO in order to attain business growth.

The report pointed out that outsourcing is becoming a trend in the healthcare industry as the workload for medical and healthcare providers also increase. Thus, they outsource to offshore providers so they can continue to focus on their core competencies and improve the quality of their services.

The healthcare industry turns to outsourcing providers to cut costs, realign their resources, and reduce expenses on support activities. The report stated that these reasons will be the main driver of the healthcare BPO market growth in the coming years.

Another benefit that the industry gets from BPO is easy access to a wide variety of talent at lower labor rates. Healthcare companies outsource to developing countries including the Philippines, China, and India. They offer various business support activities such as medical transcription, data management and analysis, accounting, payroll, medical billing, and medical coding.

Technological advancements are also seen to boost healthcare BPO market growth. The demand for digitization of medical support activities is expected to rise. Also factoring in costs, it would be more cost-effective for companies to outsource to providers that already have up-to-date resources and technologies than to acquire their own.

On the other hand, despite a positive outlook for the market, there are still major restraints that are seen to limit its growth – particularly the risks that come with outsourcing. As the healthcare industry generally deals with sensitive information, some companies are still hesitant to outsource because of data security risks. Furthermore, time zone differences are also a concern.

However, for offshore clients' peace of mind, strict standards and certifications are in place to address these concerns. MicroSourcing, specifically, is ISO/IEC 27001:2013 (Information Security Management System) and ISO 9001:2015 (Quality Management System) certified. We are also compliant with the Philippine Data Protection Act of 2012, as well as the USA's Health Insurance Portability and Accountability Act of 1996. As for concerns regarding time differences, BPO providers offer flexible working models that will best fit the requirements of the clients.

Leading countries as healthcare outsourcing destinations include the Philippines, India, China, Vietnam, the USA, Mexico, Argentina, Ireland, France, and South Africa.