November 29, 2008
The economic downturn necessitates cost-cutting measures for corporations today. Every corporate entity its to streamline their operations by focusing on the core business alone while they look to outsource certain aspects of their business to gain an advantage.
One solution has been outsourcing, particularly those in the business of providing technical support. If IT giants like Microsoft and Dell have thought it wise to outsource a sizable portion of their technical support business to business process outsourcing (BPO) companies in the Philippines, so smaller-sized IT companies follow their example.
This is why a full understanding of those benefits is so important to the cost/benefit decision. A review of ten tactical uses of telemarketing services can help shed light on those broader potential benefits.
A company that is a current client is a model case.
The company was established in 1998 as a brainchild of two brothers who started it from their dorm rooms. Designed to speed up a user’s internet browsing experience, the company’s line of products now number 13. They went from a single product to thirteen products in a decade. They needed to increase their technical support staff to accommodate their burgeoning product line.
Fortunately, Open Access Marketing was there to help them.
Open Access Marketing (OAM) is one of the country’s fastest-growing BPO companies, with the manpower of over 300 in a year’s time of operation. The Philippines is the third largest English-speaking country in the world and OAM can immediately offer its clients people who are proficient in American English and knowledgeable with the American culture. Their ability to adopt neutral accents makes them more understandable, and in some cases, even desirable, to American customers – your customers.
OAM has a deep and vastly experienced talent pool trained in established BPO companies, OAM is able to tap into the best practices learned in these companies while at the same time adapting the practices OAM’s executives have learned while working for such dynamic companies as Google and Fisher Investments.
OAM is the very first and only BPO company this client contracts with. The client chose to have OAM handle al their technical support services. The technical support representatives OAM presented to the client successfully went through a battery of interviews and tests, satisfying the client’s need to have technically proficient people working for them.
OAM’s technical support representatives for the client fielded people who have the technical background and work experience required for the job. They also have the right educational background. People with degrees in Computer Science and Industrial Technology, licensed amateur radio operators, and computer technicians, former employees with IT and telecommunication companies like Linksys, Verizon and AT&T are the people OAM allocated to the client.
The client is planning to bolster OAM’s load of technical support calls further by asking for more people to represent them as their technical support representatives, proof of the client’s satisfaction with the quality of service OAM has been able to consistently provide.
OAM’s representatives for the client are trained to interact with the customers either through online chats or email. OAM troubleshoots their systems. They trained to upsell the client’s software and cancel the account of unsatisfied customers.
By fielding people who have both the experience and knowledge in handling technical related issues and by training them further with new skills to complement their present ones, OAM has been able to help the client concentrate on their core business, letting OAM handle their technical support needs.
Cost/benefit decisions are usually discussed as trade-offs, where lower costs are exchanged for lesser benefits, or higher costs are invested in return for greater benefits. Approached correctly though, outsourcing telemarketing services can be a win/win proposition rather than a trade-off, as lower costs may be accompanied by improved productivity and a range of other benefits.
Our established team is ready to help you achieve your goals. Explore your many options, call us now at 800-626-9479 or visit us on the web at www.openaccessmarketing.com.