Working with startups is the lifeblood of SOPHI. In fact, we’re a startup ourselves. We were founded in 2008 by a small startup called StudentsOnly (which later became Edhance). No, we’re not a bunch of students working in a company, nor do we accept only interns! We started as a verifications company that made it possible for students to get awesome discounts online once they got verified that they’re, well, currently enrolled students! Although we started operations in Dumaguete, Philippines, in 2008, we only started to work as a BPO in 2012. When we ventured into outsourcing, we literally had one client and seven agents. However, with lots of passion to help growing companies and hard work, we have grown into a thriving outsourcing center with over 100 agents and growing!
So, what have we learned as a startup company, and what are our takeaways from working with other fabulous starter uppers?
Wearing multiple hats – When you’re a struggling startup, you learn to do everything! This might probably mean doing something that’s out of your comfort zone, or even outside of your job description! Nonetheless, being able to adapt to anything has made us better. We’re never afraid to start challenging projects!
Making work fun – We never take ourselves seriously. Our culture has always been built on the concept of working hard and having fun. We work hard to ensure our clients are happy, but we never forget to go crazy and silly at the office with theme work days (Halloween is always fun), relaxed office environment, and fun team buildings!
Collaborating with teams – Our teams work closely with each other and with other cross-cultural groups. We encourage open communication and team work, building camaraderie among us and our clients!
Learning every day – We always take feedback as a learning opportunity. We constantly have coaching sessions with agents and supervisors to improve processes and performance. In addition, we always seek feedback from our clients to provide better service.
Communicating – We believe in transparency in our organization. Our employees are part of our success, and we make it a point to keep them in the loop at all times. Failures are communicated just as successes are broadcasted.
So, there you go. Embracing a startup culture means managing with transparency in a strong value-based culture while having fun. If you think those three things are what makes a company awesome, then you’ll fit right in with Sophi.
There are many reasons why the number of businesses opting to outsource is rising, but the challenges in outsourcing are often not mentioned. In this article, we’ll go through the three common mistakes when outsourcing:
1. Not establishing specific project requirements.
One of the most challenging aspects of outsourcing is determining an accurate cost estimate. Although scrimping on the tasks to outsource will save you money, it could be the reason for your downfall if not managed correctly. You can’t estimate costs without exactly knowing what goal you want to achieve with your business. Oftentimes, you’ll figure out more tasks that need to be outsourced in the middle of the project. This could affect the pricing negotiations.
Figure out how the pricing strategy works to avoid unanticipated expenses and explain your budget constraints to the vendor to prevent future misunderstandings.
2. Outsourcing everything.
The primary function of outsourcing is to free you from the daily tasks that eat up your time and hinder you from focusing on the core function of your business. If there are manageable tasks that you can finish, don’t outsource them. It’s still vital to have control over your company’s flow or direction, so being hands-on, especially with the most critical matters, is essential. Plus, it won’t be efficient and would cost you a lot. Thus, it wouldn’t be that wise.
3. Not being thorough enough when it comes to the legalese.
Depending on your outsourcing provider’s location, you may be required to sign various additional documents that are not part of your country’s legal process but are crucial to theirs.
Discuss every aspect of the process, including scenarios in which your provider fails to deliver or makes a mistake, especially regarding security concerns. Specified agreed terms, conditions, service levels, and other pertinent matters should all be included and discussed in your contract to avoid any misunderstanding that can lead to severe consequences.
Outsourcing will certainly have some difficulties, especially when you’re new in the industry, so it is critical to select a reputable company. Choose an experienced team when outsourcing, such as SOPHI, to help you identify the exact needs of your business. Find a reliable company that can help you grow your business while maintaining your vision and mission. Doing so will also assure you of efficiency with the proper evaluation of your outsourced teamwork.
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Offshore outsourcing is a business strategy in which a company works with a third-party company to operate specific tasks for the business with cheaper labor costs but similar expertise. Offshoring has become an integral aspect of many companies across the globe. In fact, 68% of organizations in the U.S are currently outsourcing and working with offshore teams.
While working with an offshore team has many benefits, it also has its own difficulties when managed incorrectly.
So, how do you effectively manage a team miles away from you?
Share Your Vision
Before you start your project, be precise about your objectives. Outline the project’s objectives, targets, and timescales in detail. Doing so will help create a comprehensive work strategy. Build a culture for your offshore outsourcing team that allows everyone to see the big picture. Your offshore staff will solve difficulties from a new perspective once they understand the vision.
Good communication among employees, whether in-house or remote, is critical to the company’s long-term success. Consider establishing check-ins or daily meetings to stay on top of your projects’ progress. One of the internet’s many advantages is that it allows seamless communication between silos and people working remotely. Video calls and instant messaging are the most convenient ways to connect with your team. Statistics reveal that up to 94% of businesses included in the study said video call meetings effectively improved their productivity.
Choosing the Right Talent
Choosing the right individuals to work with is crucial in building your business. You wouldn’t want to spend most of your time assisting one team with all the other vital tasks for your company.
It is essential to have a team that is self-sufficient to avoid micromanaging. You could work with a reliable offshore partner like SOPHI, which specializes in building great teams by selecting the right staff to fit your business and help its growth. Working with an outsourced company that understands its responsibilities can ensure success.
Hiring offshore teams can definitely help you in achieving your most grandiose objectives. You can also save costs and receive immediate access to a global talent pool. Regardless of location, there are several opportunities to operate the best practices to achieve high performance by managing your teams effectively.
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Live chat assistance in the customer service industry is one of a company’s core. It’s essential in establishing a long-term client base and helping businesses thrive. Live chat assistance is something that most consumers think of when they consider excellent customer service—quick, convenient, and personalized. With the highest satisfaction rate of 73%, live chat is the most favored among other customer service channels. Enforcing live chat customer service has several advantages for your company and your clients.
In this article, we’ll take a peek at the top three benefits of live chat as a customer service channel.
Customers will have a better support experience with live chat.
Customers love live chat since it allows them to convey their concerns immediately. Live chat is considerably more convenient than emailing a customer service team not knowing when they’ll get a response or waiting on hold to speak to a representative. Customer satisfaction ratings are higher for live chat than for other types of support because of the speed with which you can get help.
Live chat helps you develop long-term relationships with your consumers.
Live chat is an excellent technique for develop long-term client relationships. When clients believe you are there to engage, bonds are formed, and loyalty follows. It all boils down to providing a positive first impression. You’re significantly more likely to get a loyal customer base if you provide outstanding customer service via live chat on their first contact. The goal of any company is to establish mutually beneficial relationships with clients. Businesses must demonstrate that they understand client demands and assist them with any concern, request, or issue.
Live chat provides a competitive edge.
It’s essential to stand out from the crowd. The number of business competitors is enormous and growing every day. Thus, it’s more critical than ever to establish your company from the competition. In any industry, live chat provides you an advantage over the competition. You can provide clients with a personalized approach and boost customer happiness by using live chat.
Note that the faster you can assist a customer in need, the more confident you will keep a customer. With quick, effective customer service, you are more likely to secure a sale and persuade clients to return. Outsourcing is a terrific way to increase capabilities if you don’t have enough people to handle customer support. One of the top locations to outsource is Asia due to its rapid growth and development. Call centers in the Philippines like SOPHI provide affordable 24/7 customer service support delivered by highly effective and efficient teams.
Whether you’re preparing for the peak season or simply looking for a way to expand your customer service team’s efficiency, employing live chat support representatives, whether onshore or outsourced, could be the answer.
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