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14Nov

OneBPO Goes The Extra Mile for the Stevie® Awards Team

Author d1admin Categories Newsletters 0 Comments

Surpassing Expectations to Deliver Success and Excellent Customer Service during the 11th Asia-Pacific Stevie® Awards Night.

“OneBPO saved the day,” as snippets of conversation were heard about the good news at the Stevie® Awards Night while at the registration area. On May 23rd, a day before the awarding night, Michael Gallagher, the Executive Chairman of the Stevie® Awards, sent every attendee from Asia Pacific an email about the delayed clearance of a shipment containing plaques, trophies, and medallions at Philippine customs. They only received a handful for the night, and the rest of the awards would be shipped out to each attending country. OneBPO’s Chief Executive Officer, Alice Bautista, was one of the recipients. She arrived in Manila two days ahead of the event to prepare for the occasion. Upon receiving the email about the trophies, two thoughts came to her mind:

1. The upcoming Stevie® Awards ceremony will bring together individuals from around the world to the Philippines, the chosen host country for this year’s prestigious event, to receive recognition in their respective fields. It is not possible to go to this event and go back home without those trophies.

CEO Alice and her Team with
Lindsey Brill, Stevie Events Manager

2. If the main issue lies with clearance from Philippine customs, she should make an effort to contact someone within the customs department to gain a better understanding of the situation. With that, Alice decided to respond to Micheal and said that she could not promise but she could try to intervene and find a way on how to expedite the packages from customs. After a lengthy six-hour process of navigating through multiple channels, seeking advice from friends, and engaging in discussions with helpful individuals at customs within her reach, she was able to successfully secure clearance for all 25 boxes of trophies. Upon receiving the positive news, she promptly passed on the instructions to Lindsey Brill, the events manager for the Stevie® Awards. Lindsey diligently investigated various alternatives for arranging someone to collect the trophies the next morning, ensuring expedited delivery.

CEO Alice with her
Executive Assistant Riza

However, due to the time constraints and logistical challenges, it became evident that sticking to Plan A was the most practical course of action. This involved waiting for the packages to arrive at the hotel once customs released them via FedEx, and then shipping them out to the awardees. Given the circumstances and available resources, this decision was not only logical but also the most reasonable choice at that very moment. That evening, Alice tried to sleep over the matter. The following morning, she called her assistant, Riza, to convene about two options; leave the situation as it was and move on, or they could take matters into their own hands and retrieve the packages themselves. Reflecting on the situation, she knows that the more challenging issue of expediting the clearance of the packages from customs has already been resolved. It needs further assistance to ensure the timely arrival of the packages for the awards night. CEO Alice with her Executive Assistant Riza There was a surge of adrenaline when a friend confirmed that he had two trucks in Pampanga, one hour away from Clark, to pick up the trophies. Alice updated Lindsey and told her that she got the vehicles, and all she needed was the authorization letter from the manager of Shangri La who was the original consignee of those packages. Alice said, “we still can try,” and so Lindsey agreed. At 9:37 AM, Alice and Riza were seated at Starbucks in BGC, Taguig navigating all possible means to retrieve the packages before the event started. Clark was about two and a half hours away. While in Taguig, Alice communicated step-by-step instructions to the drivers over the phone and confirmed the hauling plans, emphasizing the urgency of the situation. With everything in place, Alice turned to Riza and jokingly asked, “Are you ready for the exciting journey to Clark?” They shared a hearty laugh, looked at themselves still in their sleeping clothes, both understanding that they were prepared at that moment to dive to mission impossible. By approximately 1:30 PM, they were already halfway on their journey to Clark. Assessing the timeline for the event to start by 6:00 PM, Alice already made contingency plans which includes telling her husband, Jay-T, to accept the award on her behalf when OneBPO’s turn came to receive it on stage and she misses her turn. Comforting themselves, Alice noted to Riza that if they were unable to return to Shangri La in time for the awarding ceremony, to remember that their efforts would make a difference in the awardees’ experience for that night. Departing Clark precisely at 3 PM, they encountered over two hours of traffic on their trip back to the hotel. Moreover, one of the vans had a flat tire, necessitating the quick reload of all boxes into a single van to make it on time.

Executive Chairman Michael Gallagher
with CEO Alice and her Son

Despite the roller coaster of emotions that day, both Alice and Riza were comfortably joined at the gala event table with the OneBPO Team at exactly 7:35 PM, just in time for their turn to receive the award on stage. OneBPO saved the day! But only because the Stevies Team trusted them to make that decision. Values? Definitely courage with excellent planning and negotiating strategies. They had fear that things may not turn out well, but they didn’t run away, they inspected each possibility and threats fairly, faced the odds squarely, and got things done. The Stevie® Awards team acknowledged their efforts many times during the whole event. They also made a slight time adjustment for OneBPO so Alice could still make it on stage to receive their award. Michael himself went up to shake hands and thank them for the initiative to get those boxes. They were given a trophy alongside a medallion and received an offer for a complementary sponsorship for the Stevie® International Business Awards to be held in Istanbul, Turkey, on October 11, 2024. Alice was elated to witness the joy and satisfaction of all the recipients at the Stevie® Awards. When reflecting on her experience that day, Alice expressed, “I truly believe that it was in God’s plan for those trophies to be there, we just happen to be the chosen team to deliver them.”

Top Photo: CEO Alice with her Son and Husband
Bottom Photo: The OneBPO Team

She also stated that her actions were not particularly extraordinary, but rather a standard protocol that she and her team consistently would adhere to during critical situations involving OneBPO. “I have a team that makes things happen. We organize, we negotiate, and when it feels right, nothing is impossible.” Participating in the Stevie® Awards for the first time has emboldened them with an unparalleled sense of achievement and joy. They made the right choice in joining the Stevie® Awards and are thankful for the vast opportunities that come alongside it. Congratulations, Alice. OneBPO is proud of you and the team!

28Oct

U.S. Retail Company Saves Millions Annually Through Strategic Outsourcing Partnership.

Author d1admin Categories Case Studies, Insights 0 Comments

How an American Retail Company Reduced Costs, Improved Performance, and Enhanced Customer Satisfaction with OneBPO.

Client Overview:

  • Customer: American Retail Company
  • Industry: Retail
  • Services Provided: Lead Generation & Customer Support

Business Challenges:

Our client is a U.S.-based retail company that sells personalized products such as bags, tumblers, mugs, and gift cheques. Agents handle inbound calls—categorized into order or service calls—to assist customers with personalized purchases, follow-ups, inquiries, and concerns.

In 2017, the client partnered with OneBPO to address staffing challenges during their ramp season, which resulted from high call volumes and the need to maintain customer satisfaction levels. Key challenges included:

  1. Staffing and Headcount During Ramp Season:
    Before partnering with OneBPO, the client managed an onshore team that faced difficulties in hiring agents quickly during the peak season (Q3 to Q1). Call volumes increased by 300% during this period, but the local labor market was too slow to meet the sudden staffing demand.
  2. New Agent Knowledge and Skills Gap:
    New onshore agents struggled to meet performance standards and manage high order volumes during peak periods. The complexity of the account, involving multiple tools and processes, impacted their efficiency. Additionally, the knowledge base lacked an efficient search function, causing delays in finding the information needed to assist customers.
  3. Ensuring High Performance and Customer Satisfaction:
    With rising call volumes, new agents saw a dip in performance metrics like Average Handle Time (AHT) and customer satisfaction. Customer loyalty was critical for the client, and poor call handling risked reducing repeat purchases.

OneBPO’s Solution:

OneBPO implemented several key strategies to resolve these challenges:

  1. Advanced Agent Pooling and an Improved Hiring Process:
    OneBPO initiated agent pooling a month before the client’s peak season, ensuring a steady flow of applicants. The hiring process was streamlined by removing unnecessary screening steps, while maintaining the quality of applicants.
  2. Hiring of Buffer Agents & Comprehensive Training Program:
    A 20% buffer agent strategy was employed to offset absenteeism and trainee fallout. The two-week training program, which focused on product knowledge and account-specific processes, was enhanced to ensure agents were well-prepared.
  3. Coaching and Monitoring Program:
    An internal trainer was assigned to handle new hire and refresher training. In addition, internal quality assurance teams were set up to monitor call performance, provide coaching, and offer support for agents’ inquiries.
  4. Improved Agent Knowledge Base:
    OneBPO, in collaboration with the client, developed an enhanced knowledge base, which streamlined navigation and search functions. This improvement reduced average handle time by 10% and decreased customer wait times.

Results:

Since partnering with OneBPO, the client has achieved the following:

  • Improved KPIs and customer satisfaction
  • Increased product upselling
  • Development and promotion of internal team members
  • Reliable staffing during peak seasons

OneBPO has proven to be a dependable outsourcing partner, enabling the client to maintain high standards of service and customer satisfaction, even during peak periods.

#CustomerSupport #OutsourcingSolutions #RetailSuccess #PeakSeasonReadiness #CXExcellence #LeadGeneration #BPOPartnership #CustomerSatisfaction #BusinessGrowth #OneBPO

16Feb

5 Misconceptions about Outsourcing

Author d1admin Categories Article, BPO, Outsourcing 0 Comments

Outsourcing, a strategic business practice, has become an integral part of modern corporate landscapes. However, despite its prevalence, various misconceptions persist, influencing opinions and decision-making processes. In this article, we will debunk five common myths and shed light on their true nature.

What is outsourcing?

Outsourcing involves contracting out certain business functions to external service providers — BPO (Business Process Outsourcing) Companies. This practice has gained immense popularity due to its potential to enhance efficiency, reduce costs, and provide access to specialized skills. Understanding the truths and debunking the myths is crucial for businesses aiming to leverage it effectively.

Common Outsourcing Myths

Before diving into specific misconceptions, let’s explore the general impact of myths on decision-making. Misconceptions often lead to hesitations, and dispelling these can empower businesses to make informed choices.

1. BPO Companies are Only for Large Corporations

Contrary to popular belief, outsourcing is not exclusive to large corporations. Small and medium-sized enterprises (SMEs) can also benefit significantly. The flexibility of BPO companies allows SMEs to access resources and expertise that may not be feasible to maintain in-house.

2. Outsourcing Leads to Job Loss

One prevalent myth is that outsourcing inevitably results in job loss. However, the reality is more nuanced. While some roles may shift to external providers, getting your processes from a third party often leads to the creation of new jobs within the company, especially in areas that require strategic decision-making.

3. Outsourcing Compromises Quality

Quality concerns are another misconception. In reality, contracting out your services to other companies can enhance quality by leveraging the specialized skills of external experts. Rigorous service level agreements (SLAs) and quality control measures ensure that standards are maintained.

4. It is solely Cost-Driven

While cost savings are a significant benefit of outsourcing, it is not the sole driving factor. Businesses also outsource to access specialized skills, improve efficiency, and focus on core competencies. Strategic considerations go beyond mere financial considerations.

5. Lack of Control when Dealing with BPOs

The fear of losing control often holds businesses back from outsourcing. However, effective communication, collaboration tools, and clear contractual agreements ensure that businesses retain control over critical aspects of their operations. Your BPO partner is also a big factor when it comes to getting the best when you outsource. Click here to learn on how to choose them.

Factors to Consider Before Outsourcing

While outsourcing holds immense potential, it’s crucial for businesses to evaluate their readiness and compatibility with this strategy. Factors such as the nature of tasks, data sensitivity, and cultural alignment should be carefully considered.

The Digital Age

The digital age has revolutionized outsourcing, introducing advanced technologies like artificial intelligence, machine learning, and automation. These technologies not only streamline processes but also open up new avenues for innovation and growth.

Overcoming Challenges

Challenges are inherent in any business strategy, and contracting out a certain process is no exception. However, proactive solutions, comprehensive risk assessments, and continuous communication can help businesses navigate challenges effectively.

Building Effective Relationships with BPOs

Successful outsourcing goes beyond transactional interactions. Building strong relationships with BPO partners involves effective communication, mutual understanding, and shared goals. These relationships contribute significantly to the success of your business endeavors

The Future

As we look ahead, it is expected to evolve further. Emerging trends such as global collaboration, increased reliance on virtual teams, and enhanced cybersecurity measures will shape the future of outsourcing. Businesses need to stay adaptable and leverage these trends for sustained success.

16Feb

Top 10 BPO Companies in the Philippines in 2024

Author d1admin Categories Article, BPO, Call Center Solutions 0 Comments

What is BPO? (Business Process Outsourcing)

In today’s globalized business landscape, organizations are increasingly relying on Business Process Outsourcing (BPO) to streamline operations, enhance efficiency, and reduce costs. BPO involves contracting out specific business functions to third-party service providers, allowing companies to focus on their core competencies.

The Growing Importance of BPO Services

As businesses strive for operational excellence, BPO services have become integral. From customer support to data entry, companies leverage BPO to handle non-core functions effectively. This trend has fueled the growth of the BPO industry globally.

Why the Philippines is a Hub for BPO Companies

The Philippines has emerged as a BPO hotspot due to its skilled workforce, English proficiency, and cost-effective labor. The country’s outsourcing industry has flourished, attracting top companies seeking a strategic location for their BPO operations.

Criteria for Selecting Top BPO Companies

Selecting the top BPO companies involves evaluating various factors such as service quality, innovation, client testimonials, employee satisfaction, and market reputation. Let’s delve into the specifics of the top 10 BPO companies in the Philippines. Our list will include why you should partner with these companies based on their strength.

1. OneBPO: Leading in Customer Service Excellence — an Overall Reliable Outsourcing Company for SMEs

The best overall in our list for SMEs is OneBPO, they have been in the industry for more than 20 years already. They have more than 500 employees in the Philippines.

Known for unparalleled customer service, OneBPO stands out for its commitment to client satisfaction. Through personalized solutions and 24/7 support, they have become a leader in the BPO industry.

2. TDCX: Innovations in Technology Solutions

TDCX excels in providing innovative technology solutions, offering cutting-edge services that help clients stay ahead in the digital landscape. Their services do not only include customer service but also technical support, sales, strategies, and consulting in customer experience and artificial intelligence.

3. Accenture PLC: Specializing in Outsourced Financial Services

With a focus on financial outsourcing, Accenture has carved a niche by delivering accurate and reliable financial services to clients worldwide. Accenture is a pioneer BPO company in the Philippines.

4. Atticus: Noteworthy Human Resource Outsourcing

Atticus Solutions is recognized for its expertise in human resource outsourcing, assisting businesses in managing their workforce efficiently. They provide a full suite of HR outsourcing solutions to their clients.

5. Global Sky: Pioneering in Healthcare BPO

Specializing in healthcare outsourcing, Global Sky has set benchmarks in medical billing, coding, and other healthcare-related services. They are based in Metro Manila, Iloilo City, and Cebu City.

6. Digital Minds: E-commerce Support at Its Best

Digital Minds excels in providing comprehensive support to e-commerce businesses, ensuring seamless operations and customer satisfaction. They provide exceptional customer service and support to global businesses with 24/7 operations.

7. Open Access BPO: Excellence in Multilingual Support

With a multilingual approach, Open Access BPO caters to diverse global markets, offering support in multiple languages to enhance customer experience.

8. Teleperformance: Setting Benchmarks in IT Outsourcing

Known for its IT outsourcing services, Teleperformance has consistently delivered cutting-edge solutions, contributing to clients’ technological advancement. It is one of the more experienced companies on this list. They have been in operation since the late 70s. 

9. SourceFit: Sustainability and Corporate Social Responsibility

Sourcefit distinguishes itself through a commitment to sustainability and corporate social responsibility, aligning business goals with environmental and social impact. Their Leading the Carbon Footprint Revolution won awards last year.

10. TTEC: Niche Market Domination

Focusing on a specific niche, Teletech dominates its market segment, providing specialized BPO services that cater to unique client needs. Their flexible and scalable contact center as a service (CCaaS) meets the demands of their clients by supporting all channels and empowering associates with an integrated and intuitive platform.

Key Success Factors for BPO Companies in the Philippines

The success of BPO companies in the Philippines hinges on factors like talent acquisition, technological adoption, and adaptability to market trends. These factors contribute to the sustained growth of the industry.

The Impact of Technology on BPO Services

Advancements in technology, including artificial intelligence and automation, have revolutionized BPO services. Companies harness these technologies to enhance efficiency and provide more sophisticated solutions.

Challenges and Opportunities of BPO Companies in the Industry

While the BPO industry in the Philippines faces challenges such as rising competition and technological disruptions, it also presents opportunities for growth and diversification.

Trends Shaping the Future of BPO in the Philippines

The future of BPO in the Philippines is shaped by trends like remote work, digital transformation, and increased demand for specialized services. BPO companies must adapt to these trends to remain competitive.

How BPO Companies Contribute to the Philippine Economy

The BPO industry significantly contributes to the Philippine economy by providing employment opportunities, attracting foreign investments, and fostering economic growth.

Testimonials and Success Stories from BPO Employees

Hearing firsthand from BPO employees about their experiences and success stories adds a personal touch to the narrative, showcasing the positive impact of working in the industry.

16Feb

Outsourcing Offshore: A Strategic Move for Business Growth

Author d1admin Categories Article, BPO, Call Center Solutions, Telemarketing 0 Comments

In the dynamic landscape of today’s business world, companies are continually seeking ways to stay competitive, streamline operations, and maximize efficiency. One strategy that has gained significant traction in recent years is outsourcing offshore. In this article, we delve into the intricacies of this decision, exploring its advantages, potential drawbacks, and how it can be a strategic move for sustainable business growth.

Understanding the Landscape of Outsourcing

Defining Offshore Outsourcing

Offshore outsourcing involves contracting out business processes or tasks to a third-party service provider located in a different country. This global business practice has become increasingly popular due to the potential cost savings, access to specialized skills, and the ability to focus on core business functions.

Breaking Down the Advantages

1. Cost Efficiency

One of the primary drivers for companies opting for offshore outsourcing is the significant cost savings it can offer. Countries with lower labor costs become attractive destinations, allowing businesses to allocate resources more effectively.

2. Access to Global Talent Pool

Offshore outsourcing provides access to a diverse and skilled talent pool. Companies can tap into expertise that may not be readily available in their local markets, gaining a competitive edge in terms of innovation and efficiency.

3. Focus on Core Competencies

By outsourcing non-core functions, businesses can concentrate on their core competencies, enhancing overall productivity and strategic growth. This strategic realignment of resources often leads to improved business outcomes.

Navigating Potential Challenges

1. Communication Barriers

While advancements in technology have mitigated many communication challenges, some businesses may still face issues related to time zone differences and language barriers. Choosing the right outsourcing partner and fostering effective communication channels is crucial to overcoming these obstacles.

2. Quality Control Concerns

Maintaining quality standards can be a concern when outsourcing offshore. However, with proper due diligence, rigorous quality control processes, and regular performance assessments, businesses can ensure that the outsourced tasks meet their standards.

Making the Decision: Is Offshore Outsourcing Right for You?

Strategic Considerations

1. Assessing Business Objectives

Before deciding to outsource offshore, it is imperative to align the decision with the overarching business objectives. Determine which functions are better suited for outsourcing while safeguarding core competencies that contribute directly to your company’s value proposition.

2. Risk Mitigation Strategies

Identify potential risks associated with offshore outsourcing and develop robust mitigation strategies. This includes legal considerations, data security, and the establishment of a clear contractual framework with the outsourcing partner.

Best Practices for Successful Offshore Outsourcing

1. Thorough Vendor Selection Process

Choosing the right outsourcing partner is pivotal. Conduct comprehensive due diligence, assess their track record, and, if possible, visit their facilities to ensure alignment with your business values and goals.

2. Clear Communication Channels

Establishing transparent communication channels is critical for successful offshore outsourcing. Regular updates, meetings, and feedback loops ensure that both parties are aligned, fostering a collaborative and productive working relationship.

Conclusion: A Strategic Move Towards Growth

In conclusion, offshore outsourcing can be a strategic decision that propels business growth and sustainability. While it comes with challenges, the potential benefits, including cost efficiency, access to global talent, and enhanced focus on core competencies, make it a viable option for companies aiming to stay competitive in the global marketplace.

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