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It goes without saying that BPM services are required by companies of all types and kinds. No matter how big or small the business is, you will always need a BPO call centre company to handle the customer service part of the business.

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If you are just starting up, you need a great business idea along with a great team. When there is much competition, you need to plan diligently before launching your business. Create something better to offer as compared to your competitor.

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Top 6 Proven Strategies for Business Process Management

When you deploy Business Process Management, it can help grow the efficiency of the business. Whether you are starting a new business or growing an established business, you need strategies that will help you succeed. 

Get business results and satisfy the stakeholders by using these time-tested practices. You can hire a call center in Egypt to take care of your business process outsourcing. Here are the top five business management practices that would benefit your organization: 

Build a workable business model

Start with identifying the benchmarks of other businesses in the same industry. Based on your research and findings, you can make strategies for your business. When you establish benchmarks based on facts and figures, it will be easy to create a workflow model. After you have implemented the model, you can always incorporate new strategies with time. You can always get in touch with the contact center service provider of the business process outsource company like iSON global. 

2. Dream Big even if you start small

You can always start small, outsource necessary business processes, and grow your business. When you succeed at small projects, you will get the confidence to gradually scale up your business. The first time you implement it, it will be important as you will achieve results. When you start small and focus on simple projects, you will be able to prove your results for more complex projects. You can always delegate the customer service processes to a separate call center in Egypt. 

3.  Get involved with project stakeholders.

Whoever is involved in the project encourages their full participation in every step of the project. Involve people who have a thorough knowledge of how the process is supposed to unfold. For example, the IT department can transform the process into a user application. When a new application is ready to be unveiled to the public, it is always better to test it first. Get user feedback and improve the application making it user-friendly. Testing is always a priority step before implementation. For any issues or feedback, the person assigned can get in touch with the contact center service provider. 

     4. Select Tools According to Your Needs

The people responsible for BMP implementations should consider corporate IT, executive suite, and customers. Open-source BPM solutions help track their business processes and lay emphasis on visibility and efficiency. It depends on business needs and budget requirements while selecting BPM tools.

      5. Hire Experienced Person to Implement Business Process

An experienced person with sound technical knowledge is the best fit for implementing a business process. That person will be supporting the business processes and taking all necessary steps for implementation and troubleshooting. 

     6. Set milestones

For the scope of using BPM in your company, you have to develop a business strategy for short and long-term implementation. It is always good to set achievable deadlines and milestones. When you break the entire process into small steps, you can minimize the risks involved. 

These are some of the best proven ways to get started with Business Process Management for your organization. 

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Why is Business Process Outsourcing Crucial for Your Start-Up?

As a start-up entrepreneur, you might know about outsourcing. It is basically the act of hiring another organization to do some of your company's work. It is quite common for companies to outsource activities like payroll processing, customer care, accounting, etc. 

As the outsourcing business is thriving, it has enabled small businesses and start-ups to sell their products and services to more customers. If you are a start-up or planning to scale your organization, you need a good customer support team to resolve your customer grievances. You can hire an experienced BPO call center like iSON Group. They are known for being the outsourcing partner with many top organizations and excel in delivering a great customer experience. iSON is the leading BPO company in South Africa and is present in 14 countries across Africa. If you are wondering how to partner with business process outsourcing, check out these advantages that will convince you: 

Low Capital     Costs

Start-ups often raise funds from Investors and Venture Capitalists to get started with their business. Keeping the costs low is inevitable. So, you can keep the funds for more important activities to get your business up and to run. The benefit of outsourcing is that fixed costs get converted into variable costs. That means good news! You have extra capital available for investing in your business. As an entrepreneur, you can be wise about allocating the funds where it is necessary. Simultaneously, outsource the services at a much lower cost from a BPO company. When you have extra capital available, you can invest in activities that will bring revenue to your business. 

2.      Economies of Scale

All small businesses need to achieve economies of scale and enhance the efficiency of their business. Invest more money in producing and selling so as to get revenue. You can easily outsource these activities like research, development, marketing, distribution, and customer care. If you want to get some help with your customers, hire a great team from a BPO call center.

3.      Reduce Labour Costs

You might have noticed that hiring labour can be quite an expensive affair in developed and developing countries. The entire HR process of hiring, training, and onboarding temporary workers for short-term projects can be expensive. Entrepreneurs can reduce labour costs greatly by outsourcing expert trained staff. Hire the staff when it is very necessary and indispensable for your business. You can get the best customer care solutions by hiring iSON BPO, the leading BPO call center.

4.      Start New Projects

As an entrepreneur, you might be looking for multiple investments and business opportunities. Set some funds aside to start any lucrative business deals along with the core business. When you have some funds available, you can start a project without any delay in waiting for funds. If you want to do everything in that one project, you will have to invest resources in hiring and training staff which can take months. 

5.      Focus on Core Business

No matter what is the size of your business, resources are always limited, and you need to use them wisely. Invest in activities that will streamline some revenue on an ongoing basis. The benefit of doing this is that you will have enough working capital to keep your business running. When you outsource some of the activities, you can devote your attention to the core activities of the business. Get started with outsourcing the customer service process for your business with iSON Group, the best BPO call center in India. 

6.      Reduce Economic Risks

The economy is volatile and highly unpredictable even by the greatest economists. Take into account economic parameters like markets, government regulations, inflation, and competitors while planning for your business. Outsourcing certain activities can help mitigate risks from you to them.

These are some of the benefits of outsourcing that can apply to your organization. Visit the iSON Group website to get more information on business process outsourcing.

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4 Good Reasons to Offer Omni-Channel Customer Experience in a BPO

There are several reasons why a BPO setup should embrace an omni-channel customer experience. To begin with, a customer/caller will have multiple touchpoints to contact the company in the hour of need if there is a multi-channel communication framework in place. Also, such a framework comes in really handy whenever a BPO call centre is looking at getting in touch with a diverse (heterogeneous) set of customers.

Moreover, an omni-channel customer experience will make the customer realise that the company can be approached with ease in the times of need. Be it social media handles or telephonic conversations, there are various ways, both conventional and non-conventional, through which the customer can get in touch with the company.

Here are a few reasons for a BPO company to embrace omni-channel customer experience:

Different People Use Different Ways of Communication

Yes. This statement is pretty much true. Different people use different mediums and channels of communication. There are people who like conversing over the phone and there are people who like to raise their concerns and queries over social media. The channel they choose depends upon their personal preference. Having different channels of communication in place is going to help you immensely when it comes to omni-channel customer experience.

Classify Your Customers According to the Medium They Use

The BPO call centre can give rise to specialized lists of customers and callers that use a particular medium of communication. Take this for an example: there can be a separate list of customers who use Instagram, Facebook, Twitter, phone calls, etc. to communicate. In this way, you will be able to classify your callers and customers into dedicated lots. The ones who communicate with the company/customer care centre using Facebook can be handled by a dedicated team of BPO executives. Something similar can be practiced across all major communication mediums.

Omni-Channel Communication Frameworks Enhance Credibility

Omni-channel customer experience can always come in handy if you are planning to leave an everlasting impression in the minds of your customers. If you want to enhance your credibility (as a company), then you need to have various communication channels and platforms in place. If the caller/customer cannot get through to you on one platform, he will be able to voice his concern regarding a product or service using a different communication platform. That is why social media handles and email IDs are required by the company. The customer would feel that the company is interested in listening to his woes and worries if there are multiple communication touchpoints in place. This is exactly what several outsourced call centres in South Africa are doing at present.

Having Multiple Touchpoints in Place Does Help

In this way, the company is able to get in touch with various (diverse) customers simultaneously. Someone would communicate with the company through a telephonic conversation, while some would use social media handles to voice their concerns and queries. Omni-channel customer experience will become richer if you are able to classify your customers and callers on the basis of the communication medium (channel0 that they use.

Get in touch with Ison Xperiences if you happen to be searching for outsourced call centres in South Africa.This call centre company is one of the best when it comes to handling clients and customers of different kinds. Well, that is because this company deals with clients and customers across several verticals, such as entertainment, governance, media, telecom and a lot more.

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What is Meant by Omni Channel Customer Experience in a BPO?

The world has changed, and so have the services offered to the customers by the outsourced call centres in South Africa (and in different parts of the world). All those who wish to check out the best customer experience management should check out the nearby call centre in case the product or service they are using is faulty. There are several call centres that you can approach if you wish to get a faulty service/product fixed.

Now, calling is not the only thing that is practiced by the call centres in India. There are times when calling is not the best option. A person caught in a crowded metro rapid transit might not be able to attend your calls. It is here that an omni-channel customer experience would come in handy.

Here is what an omni-channel customer experience means:

Have Different Channels of Communication in Place

Having different channels of communication in place is really important. In this way, the company will be able to categorise the customers and callers. It goes without saying that the younger segments within the target audience are going to use the social media platforms in order to make themselves heard. Similarly, all those who wish to travel down the conventional route can make use of a telephone call. Having different channels of communication in place is important if you want your customers to use multiple touchpoints whilst contacting you (the company)

People Across Different Age Groups Will Use Different Channels of Communication

Yes. It is a given fact that different people are going to use different channels of communication in order to get in touch with the company. So, this will provide the company with an opportunity to classify the users and callers on the basis of the medium. Make a list of the most reactive consumers and callers across each of the medium. An omni-channel customer experience can be made effective if social media is used effectively. Well, that is because every user in the contemporary era has an online presence.

The Idea is to Maximise a Company’s Reach

An omni-channel approach can maximize a company’s reach by getting the company in touch with a wide set of customers. Customers and callers across geographical boundaries can be approached, all thanks to a multi-channel customer experience. Experiences on social media can be expressed with ease. The best outsourced call centres in South Africa are here to make things easier for the consumers/callers with a multi-dimensional approach.

The best outsourced call centres in South Africa are owned by Ison Xperiences. These people work in the area of power, governance, media, entertainment, telecom, etc. So, it can be said that Ison is a popular name when it comes to providing the best customer experience to the consumers across a wide set of verticals.

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What is Meant by Customer Experience Management in BPO?

Customer experience management is the heart and soul of the BPO industry. If you wish to leave an ever-lasting impression in the minds of the audience, then customer experience has to play a major role. It is the customer’s experience that will decide whether the offshore business process outsourcing is good enough or not. The key is to provide the complainant with an experience that is too good to forget. This is what call centres in Egypt and Kenya (and in other parts of the world ) are striving to achieve.

What a customer wants is not just an experience, but also a solution to his problems. This is where a BPO call centre professional will come into the picture. The key is to develop a smooth working relationship with the customer/complainant. In this way, he will come back to you because he knows you will be willing to help him swat aside all of his problems and issues.

Here is what customer experience management means:

It is About Creating an Impression in the Mind of the Customer

Yes. If the impression in the mind of the customer is positive, he will get back to you with his problems if he faces them in the future. So, you can say that creating a positive image of yourself (and your company) is going to go a long way in helping you give rise to an element of trust in the minds of the complainant/consumer. In this way, he will remember you whenever he faces a problem whilst using the product and/or service of your company.

The Motive is to Provide a Solution to The Customer’s Problems

It is the solution that matters. If the customer is able to get a solution to his problems, he will happily disconnect the call and continue with the things he was doing. However, if he is unable to get his hands on a reliable set of solutions, then he will not be happy and might also end up directing all of his anger and frustration at the company.  In short, it is all about customer experience management.

No Need to Argue with the Customer

Arguing with the customer/complainant can land you in trouble. So, just stick to your business. Provide the customer with a reliable solution to his problems and you are sorted (pretty much). The motive behind the conversation is to offer a solution to the customer (and not to argue with him/her over petty matters). The best customer experience management is attained when the BPO call centre executive is able to understand the complainant’s problems.

iSON Xperience is the best call centre in Egypt and Kenya. If you are looking to explore the best customer experience management, then Ison is the best bet for you. It is one of the best call centres in parts of Africa (and now in India as well). Check it out right now.

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6 Advantages of Outsourcing for Start-ups & SMEs

Entrepreneurs are often familiar with the concept of outsourcing, which is the practice of using another organization to do some of the company's work. Oftentimes companies outsource various activities like payroll processing, accounting, customer care, etc. 

With the help of outsourcing, small businesses and start-ups have thrived to offer their products and services to worldwide customers. Whether you are a growing SME or an e-commerce start-up, you need a dedicated customer support team to resolve your customer queries. Consider hiring a BPO call center with experience and caliber like iSON Group. They offer business process outsourcing by partnering with leading organizations for excellent customer experience. iSON is one of the leading call centers in South Africa and is present in 14 countries across Africa. Check out the benefits of outsourcing for a Start-up or SMEs:

Reduce     Capital Costs

As an entrepreneur, you have raised funds from Investors and Venture Capitalists. However, you have to allocate your resources in crucial areas to get your business started and thriving. Cutting costs wherever applicable is a major factor.

When you outsource, fixed costs are converted into variable costs and you have more capital available for investing in other areas of your business. Wisely allocate funds wherever necessary and outsource the services that you can at a much lower cost. Invest the immediately available capital into revenue-producing activities.

2.      Achieve Economies of Scale

As a small business or start-up, strive to increase the efficiency of your business by investing in production and selling. This will help you achieve economies of scale within a short period. You can outsource research, development, marketing, distribution, and customer care to have more funds available. For all your customer care needs, consider hiring a BPO call center like iSON Group. 

3.      Reduce Labour Costs

In developed and developing countries, hiring professional labour is expensive. However, hiring or training employees for short-term or contract-based projects can be expensive. As an entrepreneur, consider reducing labour costs by outsourcing expert trained staff. Focus on hiring human resources wherever necessary and crucial for your business. For expert customer service solutions, you can hire iSON BPO, one of the leading call centers in South Africa. 

4.      Start New Projects

When you are starting up a new business, you need to keep some funds aside to start any lucrative business opportunities quickly that come your way. With outsourcing services, you can readily start the project without any delay. However, if you want to do the same project, you will have to invest more resources to hire, train staff, and that process can last for months. 

5.      Focus on Core Business

Whether you are a start-up or an SME, business resources are limited and you need to allocate resources wisely in activities that will generate more revenue. This will also help to have enough working capital to keep the business processes running. When you outsource activities, not about your core business, you can then shift your focus on your core business activities.

Outsource the customer service process for your business with iSON Group, the best BPO call center in India. 

6.      Reduce Economic Risks

During the pandemic, the worldwide economy is more unpredictable than ever. Consider the various economic factors like markets, government regulations, inflation, and competitors before planning on what activities you should invest in as a business enterprise. When you outsource, they manage that risk on your behalf. 

Now, that you are aware of the major benefits of outsourcing, decide which services you want to outsource for your organization. To get more information on the outsourcing services offered by iSON Group, you can visit their website. 

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Why Does The Ecommerce Industry Require BPO Services?

Over the last few decades, a rising emergence of e enterprises has sprouted around the world. Gadgets, groceries, scheduling appointments, electronic wallets, tour packages, and other domains and categories of goods & services have all been entered by such new firms formed by youthful techno-entrepreneurs.

Many e companies now serve practically every demand of an individual customer online.

Several e-commerce companies have the same business plan at the most basic level. Companies use either a marketplace or have their stock system.

As a result, timely and effective customer service is vital to an e-commerce business's success. A single disgruntled client can severely damage a business image with a single post on widely used social media channels in today's era of increasing public activism. Implementing best practices in relationship management is therefore critical for businesses looking to achieve a competitive advantage in this highly competitive market.

Although e-commerce companies can establish their in-house customer care department, the majority tend to outsource it to a contact centre service provider to give a consistent experience for the consumer. An e-commerce company can gain profit from this setup in many ways.

Increased focus on core operations – Ecommerce customer support outsourcing allows e-commerce businesses to focus on key business operations such as engineering, marketing, accounting, and sales, data gathering, and analytics by freeing up internal resources.

Services tailored to the industry – Outsourcing eCommerce customer care necessitates the use of cutting-edge technologies and specialised technical skills. To deliver a consistent experience to consumers, e-commerce websites need a multi-channel customer care contact centre that combines voice communication, live support, e-mail assistance, and SMS. Outsourcing eCommerce customer service companies will have the essential technical resources and tools that can provide impeccable service to their clients, resulting in higher overall customer satisfaction levels.

Availability of a specialised workforce - Customer support is a specialised job that must be managed by qualified people. Outsourcing eCommerce customer care allows businesses to obtain exposure to competent customer service representatives without having to recruit and train them in-house.

Round-the-clock customer support - Consumer service is available 24 hours a day, seven days a week, which helps to improve brand image by providing timely responses to customer questions and concerns. It also aids businesses in significantly enhancing client retention and attracting new consumers to their database.

Improved client feedback management - Customer reviews and feedback are managed on all social platforms and consumer channels by certain outsourced customer care for eCommerce suppliers. Such eCommerce contact centre outsourcing companies teach their personnel how to monitor client responses, respond quickly to their questions, and making them feel valued throughout all social media channels. In the age of social connectivity, where a single status update or tweet may have a significant impact on a company's income generation potential, all e-commerce businesses must keep a strong reputation.

However, eCommerce customer support outsourcing companies or bpo service providers have regulations in place that require their personnel to be certified in areas such as debugging, complaint resolution, request registration, and/or purchase processing. Outsourcing eCommerce customer service to educated and accredited experts enables e-commerce businesses to provide great service in a fast and professional manner.

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Best Practices For Omnichannel

As consumers are shifting to digital channels for researching, shopping and customer service needs, companies around the globe are adapting to these evolving needs by offering more personalized experiences. According to PwC research, 73% of the people polled indicated Customer Experience as a crucial factor, and 65% consider it more influential than advertising. Building an omnichannel presence can ensure that you meet their requirements across all touchpoints.

What is omnichannel customer support?

Customers nowadays can use multiple communication channels while interacting with your brand. Omnichannel customer support offers seamless customer service across all touchpoints. With a robust omnichannel strategy being a top priority for businesses, retailers have found considerable success with the following approaches:

1. Selecting the right channels

Focusing on the right channel helps the business to reach its full potential. Some customers may prefer writing an email about their complaints or queries and expect timely responses to them while the convenience of mobile devices makes them a popular channel for customers.

2. Including important company stakeholders

One must ensure the right internal company personnel involved in omnichannel initiatives to ensure that efforts are consistent and that crucial company departments have a voice in campaign planning. For example, the sales department can ensure that omnichannel aligns with customer needs, whereas the accounting department can help track resource usage and maintain the brand’s budget.

3. Fluidity among channels

Well-integrated channels that can support a robust customer experience is critical for omnichannel success. Physical stores can also help in creating fulfilling omnichannel experiences by acting as fulfilment centres.  Running targeted promotions based on this data delivers value to both online as well as in-store customers.

4. Leveraging the leading technological solutions

One of the most crucial elements of any omnichannel strategy is the technology that supports it. A uniform backend architecture is imperative to efficient management and meeting customer needs. Features like live chat can enhance the buying experience and the convenience of immediate assistance can improve the customer service experience. You can use data from all channels to identify complex issues and transfer them to live agents for personalized assistance.

Conclusion

An omnichannel strategy helps you build long-term relationships with your customers by better understanding them with every conversation. The data from all channels gives a holistic view of each customer’s journey. A well-planned omnichannel strategy can ensure personalized and consistent services across all channels to increase customer satisfaction. For more information on omni channel customer experience visit https://isonxperiences.com/omni-channel-customer-experience/

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South Africa - The New Call Center Outsourcing Destination

Both, large and small companies are outsourcing some parts of their services offshore to cut expenses, improve customer service, and save funds to invest in better technology.

Particularly, call center offshoring is becoming a popular BPO activity. In a survey conducted by Deloitte, 35% of the 300 global respondents surveyed answered they outsource their call center services.

BPO in South Africa is growing at an accelerated rate, with South Africa rapidly establishing itself as a reliable, world-renowned BPO destination. Below are some of the reasons why South Africa has become the new destination for firms offshoring their call center services.

Cost reductions Cost plays an important role in outsourcing a business process. Based on steady-state operating, companies can save around 50% by offshoring call center work to South Africa, as per the industry association, BPESA.

Large talent pool Each year, about 410,000 English-speaking people join the national labor force of South Africa. And not just in the English language, many South Africans are multilingual and well-versed in German, French, Dutch, and Italian.

With this broad language skill set, people of South Africa can give emotional quotient (EQ) responses to consumers, resulting in exceptionally high service levels that often surpass other locations' service levels.

Broad skill sets The workforce of South African is skilled to give entry-level service than sophisticated back-office tasks. BPESA notes that the third stage education system of South Africa creates thrice more qualified actuaries than in India, along with large numbers of other specialists.

For straight 6 years in a row, South Africa has excelled in WEF’s record of 140 countries for giving the highest level of Reporting and Auditing Standard. And the fact that the data protection laws of South Africa are in line with the laws implemented in the UK and EU, brings an added layer of confidence to the businesses looking for offshore services.

The city of Durban is a hub for telemarketing and maintenance activity, with corporations from the UK and Australia outsourcing outbound customer calls to vendors there. Call center in Kenya and call center in Egypt are also expanding at a fast pace.

Cultural fit It is universally admitted that South Africans have a strong cultural association with people living in the UK, Europe, America, and Australia. The accent of South Africa is notably more neutral making it understandable for customers in the UK.

Accessibility South Africa is known for its world-class infrastructure. Visiting South Africa is also easy. The cost of living in the main cities like Cape Town and Johannesburg is considerably lower than other BPO centers such as Kuala Lumpur and New Delhi.

Conclusion In the fiercely competitive globalized market of today's world, finding an environmentally and economically stable destination for outsourcing can be a huge challenge. However, with the above-stated benefits, we can conclude that South Africa efficiently brings it all to the table. Right from offering reduced costs, to having a large pool of talent with broad skill sets is what makes South Africa the new destination for international business and companies seeking to outsource their call center services.