Outsourcing Glossary: The ABCs of Outsourcing
A master-of-all-trades resource, filled with definitions you need to know about outsourcing.
- Asynchronous Messaging
What is an Asynchronous Messaging?Asynchronous messaging is a form of communication that does not utilize direct live connection, allowing people from both ends to freely initiate, pause, resume, or end the conversation on their own terms. Most customers use this method of communication when they do not need an immediate response from a brand. The traditional ways of reaching customer service through live platforms, such as phone calls and live chat, are still important in many scenarios. However, the multitasking nature of the modern world often compels people to find ways to interact with a brand without necessarily disrupting their daily routines. With asynchronous messaging, customers can connect with a brand through their preferred platform and proceed with their more important tasks while waiting for a response.
- Back Office Support
What is a Back Office Support?Back-office support is an office solution that deals with improving customer experience without directly facing or interacting with them. Non-customer-facing functions include accounting, digital marketing, data entry and management, transcription, research, content moderation, copywriting, graphic design, website management, and more. Back-office support roles are behind-the-scenes workers, but they are as important as their client-facing counterparts in making sure that customer experience is running smoothly end-to-end. We in Emapta recognize the value of back-office support roles and we make sure our clients’ teams are always on peak productivity by providing collaborative workspaces equipped with the latest technology.
- Business Process Outsourcing (BPO)
What is a Business Process Outsourcing (BPO)?Business Process Outsourcing (BPO) is a partnership with an external service provider that can handle different segments of your business activities, including back-office processes, customer service, sales, and marketing, information technology, and more. Business Process Outsourcing (BPO) helps companies and their teams focus on core services and competencies while saving on costs because business owners do not have to pay for full-time positions in-house to get the productivity and efficiency that outsourcing teams provide.
CALCULATE YOUR SAVINGS - Outsourcing Cost CalculatorEmapta offers customisable business process outsourcing (BPO) services, offshore staffing, and staff augmentation solutions to small and large organizations all over the world, across different industries and sectors.
- Chat Support
What is a Chat Support?Chat support is a type of customer support channel where conversations can be handled in real-time through either customer support representatives or chatbots. Communicating with customers through chat support is similar to instant messaging platforms that can be integrated into a company's website or through their social media channels. Many organisations prefer to outsource their customer service operations, especially chat support, to talent-rich countries such as the Philippines to be able to offer off-hours or 24/7 support to their customers. Some of Emapta's clients have been able to build customer-facing customers that specialise in different service channels beyond chat, including email and voice support.
- Community Forum
What is a Community Forum?A community forum is a dedicated online portal where businesses could provide information or engage with their customers. It can also serve as a knowledge base that provides do-it-yourself solutions and usage guides for customers. Having an online community forum can also contribute to driving customer satisfaction and engagement. The more your customers feel connected to your business, the higher the chances that they will advocate for your products or services. Emapta can help you source community managers and customer experience specialists through our comprehensive talent reach in the Philippines.
- Content Moderation
What is Content Moderation?Content moderation is the activity of monitoring and managing text, images, videos, and other content in a particular platform and removing or flagging anything that violates specific guidelines. Content moderation is done on websites, social media pages, online forums, etc. Content moderation can also come in different types, such as pre-moderation (screening or approval before anything is posted on a platform), post-moderation (monitoring content that has already been posted), reactive moderation, and distributed moderation. If you would like to hire a dedicated content moderator or a moderation team to ensure your online pages have quality content, Emapta can help you find the right talent in the Philippines.
What is a Culture?Culture is the network of beliefs, policies, and values in the context of a company. Aligning work cultures in a diverse environment, especially those with local and international teams, is crucial in the outsourcing industry. At Emapta, we closely work with our clients from the recruitment process all the way to onboarding and managing their offshore team through sharing strategies and best practices on how they can collaborate with their local counterparts. Our support teams, facilities, and employee engagement activities also contribute toward fostering a productive and positive work culture for our clients' offshore teams.
- Customer Care
What is a Customer Care?Customer care is the process of managing the customer's interaction with the business. This encompasses the customer's engagement with the products and services before, during, and after a purchase. For instance, customer care is at the heart of Emapta's operations with our "Your Team, Your Way" approach. We customise our staffing solutions around our client partner's needs from the recruiting stage, setting up their teams here in the Philippines, and empowering them with the tools, facilities, and support for success.
- Customer Satisfaction Rating (CSAT)
What is a Customer Satisfaction Rating (CSAT)?Customer Satisfaction Rating (CSAT) is a methodology that measures a customer’s satisfaction with his or her interaction with a company, organization, or brand. CSAT makes use of surveys that ask customers to rate their experience from a range of 1-3, 1-5, or 1-10. Organizations can use customer satisfaction rating (CSAT) to gauge customer satisfaction at exact moments on the customer’s journey, like discovery, purchase, onboarding, or support. Data gathered from CSATs allow the organizations to see what part of the customer’s journey they should maintain, improve, or remove to make the overall experience better. Emapta allows its clients to follow their customers’ journey closely by providing highly qualified customer success teams from the Philippines. With the solutions we offer, our clients have been able to execute efficient customer data collection, customer success journey mapping, and customer satisfaction rating (CSAT) survey design and management, among others.
- Digital Marketing
What is Digital Marketing?Digital marketing is the promotion of brands using the internet, electronic devices, and other forms of digital communication as marketing channels. It is also called online marketing because it utilizes email, social media, online advertising, multimedia messaging, and others to connect with customers. A good digital marketing campaign builds brand reputation, allows companies to engage with their customers, and eventually attract more prospects. It also makes a brand easier to discover for potential buyers, which can be hard to achieve without expertise, given that the competition in the digital world is steep. A big chunk of companies around the world has found success in launching digital marketing campaigns. Emapta can provide experienced, proficient, and results-driven digital marketing specialists or even teams to enable businesses of all sizes to achieve the same feat.
- Domestic Outsourcing
What is a Domestic Outsourcing?Domestic outsourcing, also known as onshore outsourcing, is an expansion strategy involving a third-party provider located in the same country, which can handle parts of your business functions. Some organizations prefer this model because of its high cultural and language compatibility, but it can be costly for small to medium players. Emapta continues to expand as a knowledge-based staffing platform to give businesses access to premium talent across the Philippines, Singapore, Sri Lanka, Malaysia, and Vietnam.
- Email Support
What is an Email Support?Email support is one of the emerging customer support channels. According to the mobile-first customer service platform Helpshift, the majority of customers (62%) prefer email support to communicate with brands. Through email support, companies can address both concerns and questions from prospects and existing customers about their product and/or service at the time that works best for both parties. As an offshore outsourcing partner, Emapta has helped organisations improve their service levels through building customer support teams in the Philippines that specialise in chat or email support.
- Employee Satisfaction (ESAT)
What is an Employee Satisfaction (ESAT)?Employee satisfaction (ESAT) is a quantitative or qualitative measure of how engaged, motivated, and satisfied employees are in a given team structure or time period. There are multiple variables to consider in measuring employee satisfaction, including but not limited to compensation, benefits, work culture, management perception, workload, and more. One way to measure employee satisfaction (ESAT) in your company is to conduct periodical surveys to collect their feedback. At Emapta, we constantly monitor our clients' teams through employee satisfaction (ESAT) and other checkpoints to ensure that they are fully supported and committed to delivering excellence at work.
What is an Escalation?Escalation is the process of passing the concern of a customer from an agent to someone at a higher level for resolution. This usually happens when a customer service representative fails to address the complaint or issue brought by the customer during their first-hand interaction. In the escalation process, complaints of a customer are given to a tier-2 agent is more equipped to handle and resolve the issue. Senior reps are examples of tier-2 agents, but team supervisors are usually the recipients of escalations because of their expertise in certain processes of the company. Escalations are usually tense situations because irate customers are often filled with emotions during an interaction. Senior agents are expected to keep their calm and composure to be able to handle the complaint professionally.
- Nearshore Outsourcing
What is a Nearshore Outsourcing?Nearshore outsourcing is a labour expansion practice of transferring part of your business activities or services to nearby countries or continents. While the type of services that nearshore outsourcing and offshoring offers are almost identical, the latter is situated in countries that are further away from a client's local offices. There are different factors to consider when considering nearshore outsourcing or offshoring, such as availability of skill sets or talent in a certain region, labour costs, cultural barriers, and the like. As an outsourcing specialist, Emapta has been providing flexible staffing and business solutions to organisations located both near and far from our main headquarters in the Philippines, such as Australia, the UK, and the US.
- Offshore Outsourcing
What is an Offshore Outsourcing?Offshore outsourcing is a capacity-growing strategy for businesses of all sizes where you can relocate parts of your operational processes or departments to countries that offer an equal level of expertise but at lower labour costs. In this setup, an offshore outsourcing partner will help you build your own team overseas who can either be focused on one aspect of your business, such as human resources, or be entirely cross-functional containing several roles such as web developers and marketers. Emapta is an offshore outsourcing platform operating across the Philippines, Singapore, Sri Lanka, Malaysia, and Vietnam that helps organisations address their business pain points by giving them access to premium talent and flexible business solutions.
- Quarterly Business Review (QBR)
What is Quarterly Business Review (QBR)?Quarterly Business Review (QBR) is also known as Executive Business Review, where you meet with your client on a quarterly basis to discuss which support or services you can provide to help them with their requirements. Quarterly Business Reviews (QBR) can help you develop insights on how you can also innovate your products and services to keep up with the demands of your target market. To gain a deeper understanding of our client's changing needs, our executives and Customer Experience Managers (CXM) regularly conduct in-depth business reviews.
- Social Media Support
What is Social Media Support?Social media support is one of the most automated and responsive communication channels where customers can interact with a brand on different online platforms such as Facebook, Twitter, Instagram, or LinkedIn. Similar to chat support, companies can streamline the conversation by starting with data-gathering questions that the social media support agent can use when directly assisting the customer. Our client partners at Emapta have successfully built their omnichannel customer service operations which include website chat, email, and social media support through their highly skilled and trained offshore teams in the Philippines.
- Support Channels
What are Support Channels?Support Channels are lines of communication that businesses or organizations use to interact with their customers or their end-users. Some support channels that companies commonly use today include emails, social media, forums, message boards, websites, live chat, or even a phone number. In Emapta, we connect our clients and partners with their customers by providing customized solutions that allow their organization to operate multiple support channels with highly qualified professionals from the Philippines, top of the line equipment, and enterprise-grade IT security systems.