Many first-time business owners struggle with recruiting talented customer service agents, and opt for entry-level ones. Recruitment alone is costly, if we factor in the cost of human resource personnel. Training agents before they get to work also comes with a hefty price tag, so employers usually mitigate costs by lowering wages. However, this may prove more costly in the long run. Minimum-wage agents have lower motivation and higher turnover rates. They eventually quit, and the cycle starts over again. How are some business owners able to avoid this problem?
Recruitment, training, and salaries – the cost of retaining employees doesn’t stop here. To keep your employees motivated, you have to invest in their welfare and professional development. That means investing in company events, health insurance, professional training, and bonuses. Of course, not every company can afford this. Core functions alone, like product or service development, marketing, etc., are already hard to maintain. To solve this, many successful companies turn to outsourcing.
Business process outsourcing is one of the most popular ways to mitigate company costs, especially when you’re starting out. But let’s look beyond costs for a minute – what about your customers? Would they be able to have a better customer experience with outsourced agents? The answer is yes – if you know where to look.
The Philippines, dubbed as the “BPO capital of the world,” has a skilled workforce, and most of the population are able to speak English from childhood. It’s one of the best places to outsource if you want your company to provide the best customer experiences.
OUTSOURCING WITH PAC BIZ
As one of the leading outsourcing companies in Dumaguete City, Philippines, we only hire experienced and skilled agents in order to ensure the quality of service.
Our agents go through extensive training before stepping into the production floor. This is to make sure they know the company they’re representing inside-out. To keep our agents motivated, they are also well-supervised by team leaders and account managers. Performance is tracked daily, weekly and monthly, and agents are rewarded based on how well they perform.
To minimize downtime, we’ve invested a lot in our IT and backup infrastructure. Our IT personnel are also ready to assist agents with any technical problems any time of day. All this, at no extra cost to our clients.