Customer Service | Zylun Outsourcing

Posts Tagged ‘Customer Service’

Philippine Government Makes Outsourcing a Priority

Posted on: October 10th, 2011 by admin No Comments

Last month, President Benigno Aquino of the Philippines gave a speech in New York highlighting key elements of his vision for economic growth in the Philippines. Fundamental to his vision is fostering an environment that is friendly to Business Process Outsourcing (BPO) providers. President Aquino recognizes the huge potential for growth in the BPO industry in the Philippines, even though the BPO market in the Philippines is already the second largest in the world. Why is BPO flourishing so well in the Philippines? And how is the Philippine government working to help it grow even more?

Several key factors have contributed to the growth of BPO in the Philippines. One of the foremost reasons for the success of BPO in the Philippines is the large English-speaking workforce that is well-equipped to provide quality customer support and other services to American companies and consumers. Not only is the Philippine accent very easy to understand, but also these workers, many of whom are college graduates, are dedicated to a career in customer service. Other factors that have contributed to BPO’s growth in the Philippines include competitive labor costs, reliable telecommunication infrastructure, and strong partnerships between the public and private sectors.

This positive relationship between the public and private sector is one reason that the Philippine BPO industry is projected to grow from about $11 billion of revenues in 2011 to $25 billion in 2016. President Aquino has worked to make Business Process Outsourcing a priority in his administration. His efforts have been noted by top executives of major outsourcing providers, who have publically thanked the Philippine government for its efforts in supporting the BPO industry. Some of President Aquino’s initiatives include increasing the opportunities for Filipino workers to receive training that will provide the necessary skills for BPO and aggressively pursuing charges of corruption within the government while advocating for stronger democracy in the Philippines. His efforts in the latter area are paying off as the Philippines has jumped up 10 spots over the past year in the Global Competitiveness Report of the World Economic Forum.

As these governmental initiatives continue to improve the environment for Business Process Outsourcing, the Philippines will become an even more attractive destination for BPO providers, who are already flocking there to tap into the great potential of the Philippines.

Image Source: Jscreationzs

Zylun’s Transition from Staffing Model to Outsourcing Partner Model

Posted on: October 3rd, 2011 by admin No Comments

Zylun has been instrumental in helping businesses increase their productivity and reduce their costs through its staffing model. With this model, it has enabled Zylun’s clients to hire teams working from Zylun’s Class A office space in the Philippines and it has allowed them to have control over staff selection and work ethic. Zylun has made a great impact on companies that would like to have the competitive edge in their industries yet not utilizing a lot of their resources on employee costs. Zylun’s clients have been very satisfied with this model, but Zylun is always seeking for ways to be more competent and efficient. Part of working with Zylun is being able to scale in an effective and simple manner.

Recently, Zylun has decided to switch to an outsourcing partner model on some of its services such as live chat and call center support to better serve its clients. This change will shorten the recruitment process in finding the right employees. For live chat and customer support, Zylun will provide coverage for clients and will train and manage the agents rather than the client. This adjustment will significantly help Zylun’s clients because their needs will be met in a simpler and faster way. Zylun provides experienced, college educated and highly dedicated employees and recruits, hires, monitors, motivates, and provides all of the tools, technology, and equipment needed to work with its clients’ management teams. This change proves Zylun’s commitment to help companies take advantage of a highly skilled global workforce in a simple and cost effective way. Only this time, it’s much simpler and smarter.

Image Source: Tungphoto

Pros and Cons of Live Chat Outsourcing

Posted on: July 6th, 2011 by admin No Comments

With Text messaging and other instant forms of communication becoming widespread throughout the globe, customers are seeking similar instantaneous communication as they browse websites. Hence, live online chat is rapidly becoming an essential customer-service tool for any website. However, most companies have neither the staff nor the means to provide 24/7 web chat customer support; this would be akin to suddenly increasing a brick and mortar store’s hours from 8-5 to 24/7. Yet websites never close, so having a website without 24/7 live chat would be akin to having a store open with no sales clerks. Outsourcing online chat to an offshore staffing firm such as Zylun Staffing provides many benefits. Below are some of the pros and cons of live chat outsourcing with a staff leasing firm:

Pros:

Lower overhead costs – no need to acquire office space, computers, and live chat software for agents
Reduced HR/Management effort – the staffing firm takes care of recruiting/hiring, and day-to-day management of employees. You work with the firm to train agents.
Lower staffing costs – hire a team of college-educated employees for the same cost as one employee in the U.S.
Scalability – potentially much easier and less, depending on the capabilities of the outsourcing provider
Flexibility – if site traffic is low, agents can be shared with other clients to further reduce costs
Simple to implement – can roll out on entire website or only on certain pages at first, then increase reach over time

Cons:

Time Zone differences can make communication with offshore team less convenient
Language barriers in some countries can also hamper communication
Potentially less direct management of support reps

As live online chat continues to become more critical to a website’s effectiveness, companies must seek for low-cost solutions for effectively implementing live chat. Although outsourcing this service has both pros and cons, the benefits of live-chat outsourcing far outweigh the cons, making live-chat outsourcing a practical, low-cost solution for any company.

Image Source: Photostock

Call Center Outsourcing

Posted on: April 15th, 2011 by admin No Comments

Call center outsourcing is a well-known practice for providing high-quality service, improving productivity, and decreasing operating costs. Companies of all sizes benefit. In almost any company, business not only means selling products or services, but also to build the customer’s faith, which will establish a long lasting relationship. In order to maintain this approach in your business strategy, it is seen that business establishments have started outsourcing call centers to offer their clients with services that always makes them satisfied around the clock. This trend of outsourcing supports the elimination of extra costs and effort that is usually spent upon technology and human resources. Another advantage of call center outsourcing includes the capacity to extend hours of service beyond normal office hours and put a larger focus on core competencies.

For many small, medium and large businesses outsourcing a call center is an excellent way to generate sales and help current customers with tech support and customer support issues. While some larger companies have the money, time and resources to put in place their own call center, most smaller and mid sized businesses opt for a streamline approach to call centers and choose to outsource their call center needs.

Zylun Call Center Support Agents are available 24/7 via phone, email, or live chat to assist with all forms of customer service. For customer support, customer care, inquires, requests, technical support, help desk, order taking, order processing, reservations, authorizations, or other contact center needs, our well trained agents have both extensive in-bound and out-bound contact center experience. They are fluent in English, have a college degree, and have all of the tools and technologies to communicate effectively on behalf of your company.

Image Source: IstockPhoto

Name:
Email Address:
Subject:
Phone number:
Company Website URL:
Additional Information:
Are You Human?
	info@zylun.com