Tech survey: Call center outsourcing trending among small businesses

Tech survey: Call center outsourcing trending among small businesses

OABPO Blog Team Published on May 29, 2014

call-center-support-services--Open-Access-BPO
A survey revealed that small businesses outsource call center support services as a means of keeping up the company’s technology needs. Open Access BPO gathers more key findings to show the current technology trend among growing companies.

call-center-support-services--Open-Access-BPO-

The National Small Business Association (NSBA) released a survey that revealed how small businesses cope with their tech needs. One of the major findings states that outsourcing call center support services is common even to businesses with a small consumer base and budding revenues.
NSBA found out that 24% of small enterprises rely primarily on outsourcing firms for their tech support needs. Website maintenance is also a commonly outsourced duty, as 30% of the respondents said that they pay an outside firm to take care of this responsibility.
Another finding that the survey revealed is that mobility is a growing trend among growing companies. While desktops (87%), laptops (84%), and landlines (78%) remain to be office essentials, mobile devices such as smartphones (57%), cell phones (55%), and tablets (41%) are increasingly being used for business transactions. Telecommuting is also an emerging practice. Compared to the 44% that allowed their employees to do this in 2010, the 2013 rate is higher at 60%.
The survey asked what activities small companies conduct using the devices mentioned above. The results are as follows:

call-center-support-services--Open-Access-BPO--

•   Supply purchasing (85%)

•   Bank account management (83%)

•   Pay bills/electronic payments (72%)

•   Payroll management (44%)

•   Phone calls/teleconferencing (59%)

•   Meetings/web conferencing (45%)

Inferring from the responses, the Internet is an important business tool even to the 72% that don t sell products and services online.
Despite the rise in certain tech trends, however, not that many small businesses utilize cloud computing technology. The majority, or 85%, has yet to include this in their arsenal, and there also others (2%) that still use dial-up to connect to the web. Not surprisingly, cost (38%) is the second biggest reason why small-budgeted companies don t use broadband and other high-speed Internet services.
In addition, only 18% of the surveyed businesses claimed to maintain a mobile website. This goes to show that while mobility is a workplace trend, it’s not used mainly for market engagement.
Conclusion
Keeping up with the latest innovations is very important to the success of a business, as 70% of the respondents asserted. However, most small companies find this challenging, mostly because of the high costs needed to maintain and upgrade technology (44%).
Security issues (42%) and lack of time (41%) are also blamed by those who have trouble keeping pace, so they turn to outsourcing as a means of addressing tech-related business aspects and needs. By sending business processes to a third party service provider, enterprises can divert their costs and focus on more important matters that are crucial for their growth.
 
 

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO15 hours ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO2 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO6 days ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO1 week ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3Smzv6A

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO