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08Dec

OneBPO Goes The Extra Mile for the Stevie® Awards Team

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CEO Alice and her Team with Lindsey Brill, Stevie Events Manager
CEO Alice with her Executive Assistant Riza
Executive Chairman Michael Gallagher with CEO Alice and her Son
Top Photo: CEO Alice with her Son and Husband Bottom Photo: The OneBPO Team

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 an email to every attendee from Asia Pacific regarding a delayed shipment containing plaques, trophies, and medallions stuck at Philippine customs. Only a handful of awards were available for the night, with the rest scheduled to be shipped to each attending country.

OneBPO’s Chief Executive Officer, Alice Bautista, was among the recipients of the email. Having arrived in Manila two days ahead of the event to prepare, she immediately considered two things:

  1. The Stevie® Awards ceremony would bring together individuals from around the world to the Philippines, the host country for this year’s prestigious event, to celebrate their achievements. Attendees couldn’t return home without the trophies they had earned.
  2. If the issue stemmed from customs clearance, she needed to contact someone at customs to understand and resolve the situation.

Alice decided to respond to Michael, stating she couldn’t guarantee a resolution but would attempt to intervene and expedite the packages’ release.

After a lengthy six-hour process of navigating multiple channels, seeking advice from friends, and engaging with individuals at customs, she successfully secured clearance for all 25 boxes of trophies.

Once the positive news was confirmed, Alice promptly relayed the instructions to Lindsey Brill, the events manager for the Stevie® Awards. Lindsey took swift action, arranging for the trophies to be collected the next morning and ensuring their expedited delivery.

The challenge of expediting the clearance of packages from customs had been resolved, but further assistance was needed to ensure their timely arrival for the awards night.

CEO Alice, along with her Executive Assistant Riza, sprang into action. Adrenaline surged when a friend confirmed he had two trucks in Pampanga, just an hour away from Clark, ready to pick up the trophies. Alice updated Lindsey, informing her that vehicles were secured, and all that was needed was an authorization letter from the manager of Shangri-La, the original consignee of the packages. With determination, Alice assured Lindsey, “We still can try,” and Lindsey agreed.

At 9:37 AM, Alice and Riza sat at a Starbucks in BGC, Taguig, brainstorming all possible ways to retrieve the packages before the event. Clark was approximately two and a half hours away. While in Taguig, Alice coordinated step-by-step instructions with the drivers over the phone, confirming the hauling plans and emphasizing the urgency of the situation.

As everything began falling into place, Alice turned to Riza and jokingly asked, “Are you ready for the exciting journey to Clark?” They shared a hearty laugh, still dressed in their sleeping clothes, both knowing they were about to dive headfirst into a seemingly impossible mission.

By around 1:30 PM, they were halfway to Clark. With the event scheduled to start at 6:00 PM, Alice devised contingency plans, including asking her husband, Jay-T, to accept the award on her behalf if she couldn’t make it back in time. Comforting themselves, Alice reminded Riza that even if they missed the ceremony, their efforts would make a significant difference in the awardees’ experience that night.

Departing Clark at precisely 3:00 PM, they faced over two hours of traffic on the way back to the hotel. To make matters worse, one of the vans got a flat tire, forcing them to quickly reload all the boxes into a single van to ensure they could still make it on time.

Despite the rollercoaster of emotions that day, both Alice and Riza were comfortably seated 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 it was only because the Stevie® Team trusted them to make the decision. What did this reflect? Definitely courage, along with excellent planning and negotiation strategies. Though they feared things might not turn out well, they didn’t shy away. They examined every possibility and threat fairly, faced the odds squarely, and got things done.

The Stevie® Awards team acknowledged their efforts many times during the event. They even made a slight time adjustment for OneBPO so Alice could make it to the stage to receive their award. Michael himself went up to shake their hands and thank them for their initiative in retrieving the trophies. They were given a trophy alongside a medallion and were offered complementary sponsorship for the Stevie® International Business Awards in Istanbul, Turkey, on October 11, 2024.

Alice was elated to witness the joy and satisfaction of all the recipients at the Stevie® Awards. 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 happened to be the chosen team to deliver them.”

She also stated that her actions weren’t particularly extraordinary but rather part of the standard protocol she and her team consistently follow in critical situations at 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 given them 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 have come with it.

Congratulations, Alice. OneBPO is proud of you.

 

16Feb

5 Misconceptions about Outsourcing

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

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

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.

16Feb

Navigating Outsourcing Options: Offshore vs Onshore Call Centers

Categories Article, BPO, Business, Call Center Solutions, Customer Experience 0 Comments

Outsourcing has become a cornerstone in the business world, allowing companies to tap into specialized services and concentrate on their core competencies. One crucial aspect of outsourcing, particularly in the realm of customer support, is the choice between offshore and onshore call centers. This decision can significantly impact a company’s operations, costs, and customer satisfaction. Let’s embark on a journey through the intricacies of navigating outsourcing options, focusing on the key differences between offshore and onshore call centers.

Outsourcing has evolved into a strategic business practice, with call centers playing a pivotal role in ensuring customer satisfaction. In this article, we will delve into the complexities of choosing between offshore and onshore call centers, exploring various factors that businesses need to consider.

Understanding Offshore Call Centers

Offshore call centers, often located in countries with lower labor costs, have become a popular choice for businesses looking to cut operational expenses. The advantages are clear: reduced labor costs, 24/7 service availability, and a diverse talent pool. However, challenges such as language barriers and cultural differences must be carefully navigated.

Exploring Onshore Call Centers

Contrary to offshore options, onshore call centers operate within the same country as the hiring business. While costs may be higher, the benefits include cultural proximity, linguistic alignment, and a more straightforward management process. Nonetheless, onshore call centers face challenges related to labor expenses and potential scalability issues.

Comparing Cost Factors, Offshore Call Center’s Lower Costs

Cost considerations are a critical factor in the outsourcing decision. Offshore call centers typically offer lower labor costs, making them an attractive option for businesses looking to optimize expenses. On the other hand, onshore call centers may demand a higher financial investment, but the advantages of local expertise and easier communication can offset these costs.

Quality of Service

Service quality is paramount in the outsourcing landscape. Offshore call centers often face scrutiny regarding language proficiency and cultural nuances, impacting customer interactions. Meanwhile, onshore call centers boast a more natural understanding of local markets and customer expectations, potentially leading to higher service quality.

Cultural Considerations

Cultural differences can significantly influence the success of outsourcing ventures. Offshore call centers, situated in distant locations, may struggle to align with the cultural expectations of the hiring company and its customers. In contrast, onshore call centers benefit from shared cultural values and norms, enhancing the overall customer experience.

Language Proficiency

Language proficiency is a key consideration, especially in customer-centric operations. Offshore call centers may encounter challenges in maintaining high language standards, leading to potential miscommunication. Onshore call centers, operating within the same linguistic environment, generally offer superior language proficiency, reducing the risk of communication gaps.

Time Zone Differences, Offshore Call Center’s Compromise

Navigating time zone differences is a common challenge in offshore outsourcing. Businesses must ensure seamless communication and support, irrespective of geographical distances. Onshore call centers, being in the same time zone, can provide real-time support and eliminate concerns related to delayed responses.

Security and Compliance

Security and compliance are critical in industries handling sensitive information. Offshore call centers may face skepticism regarding data security, as regulations and practices vary globally. Onshore call centers, subject to local regulations, often provide a more secure environment, ensuring compliance with data protection standards.

Scalability and Flexibility

The ability to scale operations swiftly is essential for growing businesses. Offshore call centers, equipped with large and diverse talent pools, offer scalability advantages. However, onshore call centers, while potentially facing challenges in scaling, provide greater flexibility in adapting to specific business requirements and changes in demand.

Technology Infrastructure

Technological infrastructure is a key determinant of operational efficiency. Offshore call centers may invest heavily in advanced technologies to stay competitive. Onshore call centers, operating in familiar technological landscapes, can seamlessly integrate with the hiring company’s systems, promoting smoother collaborations.

Case Studies

To illustrate the practical implications of outsourcing decisions, let’s explore a few case studies. We’ll examine companies that have successfully utilized offshore call centers to achieve cost savings and those that have thrived with onshore call centers, emphasizing the importance of aligning outsourcing choices with business goals.

Making the Decision

Choosing between the two call centers requires a meticulous evaluation of various factors. Businesses must weigh the pros and cons, considering their specific needs, budget constraints, and long-term objectives. A well-informed decision ensures a strategic outsourcing partnership that contributes to overall business success.

Future Trends

As technology evolves and business landscapes change, outsourcing trends continue to shift. Keeping an eye on emerging trends is crucial for businesses planning their outsourcing strategies. Whether it’s advancements in artificial intelligence, enhanced customer engagement tools, or new models of outsourcing, staying ahead of the curve is essential for maintaining a competitive edge.

In the ever-evolving landscape of outsourcing, the choice between offshore and onshore outsourcing partners remains a pivotal decision for businesses. By understanding the nuances of each option and aligning them with specific business goals, companies can establish successful outsourcing partnerships that drive efficiency, customer satisfaction, and overall growth.

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