Why Google & Other Successful Companies use Outsourcing

Why Google & Other Successful Companies use Outsourcing

Several of the world’s most successful businesses have one thing in common – they outsource some of their business operations work. Companies like Google, Microsoft, Slack, Apple, Walmart, and IBM have embraced that outsourcing can bring numerous benefits to businesses. These benefits include reduced costs, time savings, employee flexibility, improvement in control of internal resources, and increased access to talent – among others.

Here is why these successful companies use outsourcing to help grow their businesses.

GOOGLE – demand and customer service outsourcing

Although google has an in house team of around 90k employees, they continue to use a lot of contractors. In fact, starting in 2018, the number of contract workers at Google outnumbered their direct employees. 

Google outsources to vendors for two main reasons: it allows them access to global talent that they do not have in house, and it covers their needs during US employees parental leaves. Outsourced employees at Google help maintain profitability for the tech giant year after year.

WALMART – back office operations and accounting outsourcing

As the world continues to transition towards a digital space, Walmart realized they needed to change how they work to reflect changes in how their customers were shopping. To them, this meant outsourcing their back office operations and accounting needs. By doing so, were able to improve quality, reduce process lengths, and deliver more value to their customers. 

MICROSOFT  – customer service and management outsourcing

Microsoft employs 131k in-house employees that are largely supplemented by a contract employees.  Microsoft uses outsourcing to manage the day-to-day of their contract workers, which reduces the workload of their in-house team members. 

SLACK – development, branding and marketing outsourcing

Slack is one of the most widely used workplace communication services. In order to reach their success, Slack outsourced their app design, logo creation, and marketing efforts to help create their product as it stands today. 

Slack vouches for the versatility of strategy when outsourcing – verifying that hiring global talent is crucial for success in building and refining an organizations structure.

WHY DO US COMPANIES OUTSOURCE? 

In addition to decreased labor and operational costs, outsourcing gives businesses access to global talent. The benefits of outsourcing are not limited to large corporations – with the right partner, even startups and SMBs can successfully outsource their business operations. 

A wide range of services, such as call center staffing, telemarketing, lead generation, virtual assistants, and more can be utilized within any organization to grow your business and streamline operations. 

Rocket Station is a Business Process Outsourcing company that is ready to integrate with your business. Contract our part-time or full-time virtual teams to support the growth of your business, products, or services. Contact us to discuss how our company can help you compete with the big corporations.

What is BPO (Business Process Outsourcing)?

What is BPO (Business Process Outsourcing)?

Business Process Outsourcing, Or BPO, is the process of contracting external resources to perform business functions. There are several benefits of implementing BPO practices, such as cost savings, flexibility, and increased access to global talent.  Choosing the right BPO company is an important decision, and deciding which tasks to outsource can be difficult.

BPO resources are not just limited to call centers and customer service – You can outsource just about any business function, allowing you to reduce internal administrative needs.

Commonly outsourced business functions include:

CUSTOMER SERVICE

ACCOUNTING & BOOKKEEPING

HR SERVICES

IT SUPPORT

TELEMARKETING & SALES TEAMS

SOCIAL MEDIA MANAGEMENT

LEAD QUALIFICATION & PRE-SCREENING

REAL ESTATE TASKS

& MORE.

From startups to Fortune 500 companies, businesses of all sizes outsource some of their processes. As we continue to push towards a digital future, BPO provides an opportunity to utilize global talent for back office and front office services.   

With businesses utilizing BPO services to fill their gaps or by integrating entire outsourced departments, it is crucial to find a trustworthy BPO service provider. Virtual Teams from Rocket Station undergo thorough vetting and training processes before being placed with your team, allowing you to hit the ground running from day 1.

Ready to learn how to outsource the right way? Contact Rocket Station Today!

Seven Steps to Successful Business Process Mapping

Seven Steps to Successful Business Process Mapping

STEP ONE: Identify The Process To Be Mapped

While it’s good to map out all of your processes, you have to chose a starting point. You should initially focus on the process that is most critical to your business – one where improvement can be easily tracked through numbers or data.

Generally, there are 3 ways to go about selecting a starting point for your business process mapping:

Reactive – You know where a process has failed, or have a role that is majorly underperforming. You’d want to map your processes here as a means of fixing a critical issue. 

Strategic – This will be done as a high-level revamp where the chosen process will be considered integral to the strategy behind your businesses overall goals. 

Customer-Focused – Processes here are chosen for mapping because they are critical to ensuring improvement in customer satisfaction. This will fix problems or inefficiencies within their process that should deliver visible growth in customer satisfaction. 

STEP TWO: Bring Together The Right Team

Even if you thoroughly know the structure of your business, you should ensure your field employees have input in forming your new processes. Their first-hand experiences can bring value in improving the existing processes. 

Change can be overwhelming. By allowing your employees in the initiatives behind mapping your processes, their voices will be heard and fear of being excluded will subside. 

You should also include someone from senior management on the team to streamline the approval process of your new processes. 

STEP THREE: Gather Information

Once you have worked out your goals and the processes you are going to map, you need to start gathering information. You need to record each step, note who is in charge of what, when and how, and put as much detail as possible into creating a comprehensive process map. 

At this stage, err on the side of TMI (too much information) and filter it down as you work through it. 

STEP FOUR: Interview Key Figures

While gathering information, you need to talk to those directly involved to figure out the level of understanding of their roles. Use their responses to identify opportunities for improvement.

Be aware that staff will bring their own opinions on structure, but it is important to listen to them and understand how the existing processes work firsthand. 

STEP FIVE: Build your Baseline Business Process Map

Now that you have all of your data, draw up your baseline map. This map should contain all of your current operations – flaws and all. This will help you identify how the process works before any improvements have been made, and will act as a control to compare growth when your new process has been implemented. 

Utilizing business process mapping professionals like Rocket Station is the most consistent, efficient and scalable way to create tangible process maps. If you would like to start your process, contact us. If you are creating your map on your own, be sure to include the following:

Process – This is the overall workflow of each step. 

Tasks – Each step of the workflow, usually something that needs to be actioned by a member of staff or a system

Flows – These are the connecting lines and arrows that describe how the work flows from task to task

Events – These are the triggers or gateways that begin, redirect or end a process

Participants – As the name suggests, these are the people or systems involved in the process

STEP SIX: Identify Areas for Improvement

Even though you have a thorough process map in hand, your work isn’t finished. You have to utilize your map and learn from it to make improvements along the way. Once you identify areas in your map that could be restructured, you’d want to implement the new processes on a smaller scale by focusing in one department. If these changes work better than the prior, you can roll them out to the rest of your organization. 

STEP SEVEN: Monitor Improvements

Whether business process mapping is done as a full-scale organizational overhaul, or just within one department, you need to properly monitor the improvement of your processes. Only through constant monitoring and optimization can you expect your processes to improve. 

Now that you know how business process mapping works, it’s time to implement within your organization. If you’re looking for the right team to streamline the mapping process for you, you should schedule a free discovery call to learn how we can integrate with your business today!

6 Types of Businesses That Would Benefit From Business Process Outsourcing Solutions

6 Types of Businesses That Would Benefit From Rocket Station’s Business Process Outsourcing Solutions

Businesses and organizations are always on the lookout for ways to surpass their competition. From streamlining their processes to incorporating business process outsourcing solutions and reducing costs; there are several viable solutions.

The COVID-19 pandemic has brought many businesses down financially, and now that the lockdowns are being lifted, it’s time businesses put their best foot forward – or face bankruptcy. One of the easiest ways to reduce overhead is to outsource administrative tasks so that you aren’t wasting resources or management staff on improving skills that don’t drive revenue.

These solutions are known as Business Process Outsourcing (BPO) solutions.

Business Process Outsourcing solutions are more than just a short-term solution. While the post-COVID environment presses the need for BPO solutions, many large businesses outsourced their work even when their industries were booming.

This poses two questions – do some industries benefit more than others? And who can actually benefit from Rocket Station’s BPO Solutions? Below are 6 types of business that must consider business process outsourcing to unlock their true potential.

1. Marketing Industry

From large enterprises to small startups, it is crucial to rely on outsourced marketing in order to get the best possible hands working on promoting their products and services. Building your brand is a very grinding task, and not everyone has the resources to do so.

You need to be persistent, know what to say, when to say it, and most importantly, how. Furthermore, most businesses have a long list of products or services they offer; marketing each one individually can be a very expensive task if you start hiring individuals. Plus, paying them hourly can be… counterproductive.

That is why you outsource your marketing and branding ventures to those more skilled than you, paying a fraction of what you would pay an internal marketing team.

2. IT Services

Hiring an IT team just for the sake of getting one internal ERP (Enterprise Resource Planner) or CRM (Customer Relationship Manager) can be a costly venture. Tuckman’s stages of group development (forming, storming, norming, performing) are applicable especially to IT staff as they are all dependent on each other much more than any other team.

By hiring a full IT staff, you don’t just waste resources, but time.

If you outsource your IT development and optimization, the teams will have already gone through the first stage of formation and training. This will give you a chance to skip right to the performing stage, saving time and other resources.

3. Finance Industry

Another very common business process outsourcing solution that companies adopt is to outsource their accounts department. This type of outsourcing is called cross-industry BPO. It involves more than just filing returns or audits, and also includes broad-spectrum accounting, tax handling, payroll management, and even some HR tasks.

There are a lot of complexities that may arise in a company’s finances. Accounting BPO solutions can help navigate those complex paths efficiently. Outsourcing your accounting can allow you to focus on your core business goals, while your vendor handles the more time-consuming tasks.

4. Healthcare Industry

The healthcare industry is very similar to the finance industry in the sense that there are very complicated operational processes involved. There are more than just doctors involved – from the accounts department to the call center, IT department, and marketers, each departments comes together to make a hospital or a medical practice run successfully.

Hiring dedicated staff for each of these tasks can prove to be a very expensive and relatively difficult management step. The last thing that a hospital or medical practice should do is to skimp on quality of service. The slightest slack in the core business of a hospital can have life-threatening consequences and adversely impact its goodwill.

5. Insurance Industry

When it comes to insurance providers, everything might seem as simple as assessing the damage and paying off what’s due, but that is rarely the case. To ensure that an agency is geared for growth as well as for maximum profitability, the agency has to make sure that there are no weak links inside or out.

This may include anything ranging from following accounting standards all the way to making sure you have knowledgeable and helpful executives, an astounding sales team, a reliable customer care center , and having systems that enable employees to remove inefficiencies.

Common business process outsourcing solutions for the insurance sector include:

  • Claims handling 
  • Underwriting 
  • Debt collection
  • Documentation 
  • Claim delivery model, and
  • Customer retention planning
6. Support Industry

Call centers typically are not designated to a single company, but handle calls for a number of companies at the same time. This is a rather lucrative industry and is a major part of the customer support industry; especially now after the COVID-19 situation has forced everything online.

Call center outsourcing has helped many companies meet regulatory requirements, as well as strive towards maximum customer satisfaction. Having a dedicated team available 24/7 helps maintain and grow customer loyalty.

Roughly 32% of people who have made online purchases believe that good customer service is one of the prime qualifiers of their brand loyalty. When it came to their chosen mode of communication for receiving customer service, calls were a popular choice.

While your internal team may be able to handle email or chat customers when you are a small business, it gets increasingly difficult as you grow. Hiring said staff isn’t just about onboarding, but also bringing in specialized equipment to make sure you comply with relevant regulations.

Where outsourcing used to be a ‘get out of jail free’ card, it has now become the norm. Companies simply can’t afford to miss out on the cost- and hassle-saving benefits offered by business process outsourcing solutions.

Rocket Station has been helping companies cut down costs, remove inefficiencies from their processes, and improve brand loyalty for over 10 years. If you’d like to learn more or are looking for a quick virtual staffing session with an equally quick return on investment (ROI), we recommend you give us a call or schedule a meeting time now to see what we can do for you.

Our virtual teams are located in the Philippines, but that doesn’t mean that we can’t adapt to your time schedule or customer base. We’ll help you find the perfect business process outsourcing solution for your company, and then some!

What Every Executive Should Know About Customer Service Outsourcing

What Every Executive Should Know About Customer Service Outsourcing

Customer service is one of the most critical areas for any industry. Good customer service defines the trust and perception that a customer has on an organization. High levels of customer satisfaction are directly linked to client retention in both the B2C and B2B markets.
As the world continues to transform to a primarily telecommuting environment in the wake of COVID-19, more companies are looking towards customer service outsourcing.

By outsourcing customer service operations, organizations can decrease overhead and reduce stress of maintaining a customer-centricity internally. Third-party resources that specialize in providing customer service are thoroughly trained on maintaining client’s data security and privacy, in addition to consistency in providing zealous customer service interactions. Customer service outsourcing involves meticulous parameters that every executive must understand before making the decision to outsource their operations. Some of these crucial aspects are below:

Operational Costs: Decreasing overhead by lowering operational costs is one of the most common reasons for outsourcing customer support. In doing so, you can have fewer full-time employees and maintain short term contracts until your needs are fulfilled. There are additional cost-cutting benefits associated with outsourcing, as organizations can outsource their operations to a country with a lower cost of living. The cost of several associated benefits with full-time employment like health insurance, investment matching and others are also reduced when outsourcing.

A Vendor with Relevant Experience: Although there are many outsourcing companies available, finding and vetting third-party vendor with relevant technical experience presents a challenge for many executives. It is common to review the teams chosen by competitors when choosing a third-party vendor. Doing so ensures technical capabilities of the industry and allows for a quicker vetting process of finding a qualified workforce to meet your customers needs. It is crucial to select a vendor with a high customer satisfaction index, technical efficiency, and the business acumen necessary for a smooth transition process to ensure easy onboarding and integration with your services.

Services to Outsource: There are several communication channels available to provide customer service and support. Customer service outsourcing can be managed through call centers, email communications, online chat support, and social media management. Many companies can fulfill their customer service needs through use of a call center. For others with more complex interactions, it is crucial to have a multi-channel approach to deepen the level of service provided to customers. Businesses focused around finance, banking, hospitality, legal and equity trading (among others) are more complex in nature, and likely require interactions through additional channels. Thoroughly analyzing the types of outsourceable services available can help an organization select the best vendor for their needs.

Integrating with Outsourced Team: When choosing a vendor, it is important to consider factors outside of price alone. Customer service outsourcing requires deep research to choose vendors that can understand the nuances of your business. Thorough vetting of vendors ensures your outsourced team with provide ethical operations with minimal errors. Your outsourced team should function as an extension of your organization, providing exemplary services to your customers. Integrating your internal team with the outsourced service center is critical to have consistent customer experiences and to ensure that the service standards and objectives of your business are met.

Legalities and Data Security Risks: Customer privacy and data security are prime concerns of customer support; reviewing the internal security for your vendor to access documents and sensitive customer data is an imperative step. Because many customers share personal and sensitive information over the phone, it is important to be thorough in checking data security compliance by your potential vendors. Frequent training sessions with your vendor can be conducted to ensure customer data and privacy is not compromised.

Quality Assurance and Monitoring: A valuable partnership works by ensuring high quality standards of customer support services with ongoing monitoring on both sides. A quality assurance team works on improving service standards by monitoring potential customer complaints and providing ongoing training for resolutions. Identifying areas for improvement and laying a foundation for standards of customer service is necessary to ensure customer satisfaction. Choosing a vendor with a strong reputation of customer excellence is imperative for customer service outsourcing.

Systems and Tools: While interviewing vendors for your customer service outsourcing, you should discuss the technology and tools that your vendor will use on the project. Your vendor should be capable of effectively managing your outsourcing needs through different technologies.

Customer service outsourcing requires proper assessment of short and long-term goals, as well as a proper framework for easy monitoring of the daily operations of your vendor. It is important to have a clear set of expectations for both parties to deliver the customers. By following our recommendations above, you can quickly assess your needs and select the best vendor for your business. Contact Rocket Station today to discover how we can integrate with your team today!

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