The BPO sector is a hard trek – there are industry-specific functions, increasing customer demands, 24/7 service level expertise, performance pressure, compliances to meet and the list is never ending. So, it is no doubt why so many Australian businesses choose outsourcing as a workable strategy. There are many providers of call center services in Australia, but all of them are not the right fit for your company. Most businesses struggle to find the right partner for their needs, whether offshoring or domestic-hiring. They don’t know where to look for the right call centers in Australia. If you are a business based in Australia or have a target customer base here, read this blog till the end.
As you know Australian companies have joined the bandwagon to outsource as a part of the global rush. Right now, nearly 75 percent of the Australian organizations outsource some of their BPO voice and non-voice process activities, while around 85 percent outsource their infrastructure requirement. Major services outsourced are inbound/outbound call center services, debt collection, recruitment and training and highly specialized BPO services like medical transcription, inventory management and complex functions for financial services companies.
However, finding the right BPO partner for your company is crucial. There are several factors like call volume, language skills required for BPO voice process and non-voice process, location proximity for on-site visit, complexity of the industry, required presence over range of channels and last but not the least – cost, based on which the decision is being made.
Here are 8 tips for finding the best BPO services provider for companies in Australia to cater to the target market in Australia.
- Decide your budget first
First thing first. One of the prime reasons behind making the decision to outsource is for cost-cutting. The cost required to carry out those tasks within the organization is often higher than outsourcing. There are administration expenses; cost involved in recruitment and training; buying IT resources and the workplace gets a little over-pressured when you just rely on in-house resources. Australian BPO services in Manila and Cebu do not just provide affordable outsourcing choices but also help you smartly organize your day to day operations. Make your outsourcing decision a profitable one.
- Chalk down your service requirement
The Service Level Agreement or SLA is a crucial document when you think about outsourcing call center services in Australia. Unless you chalk out beforehand what services you are looking to outsource, there are chances to get overwhelmed with the offerings. An Australian BPO company in Philippines or any other popular offshore destination will provide you with countless service choices and if you don’t know what you want, you could end up choosing the wrong services. SLA documents are a part of the agreement you make with your outsourcing partner. Top BPO companies in Australia always stick to SLAs and avoid confusion, ambiguity and maintain service quality as per international standards.
- Look for specialized partner if your business is niche
Today, Australian businesses are inclined to niche markets and highly specialized products or services that require specialized BPO support. Suppose, the healthcare BPO in Australia provides general services like answering, virtual reception support and medical insurance processing, but you need more domain-centered support like medical billing, tele-pharmacy assistance and services like that, you might consider offshoring industry-specific Australian BPO services in Manila and Cebu.
- Give importance to technology and telecommunication infrastructure
Technology and telecommunication infrastructure are two considerations that are essential when you choose to outsource. Although Australia is a developed nation and the infrastructure standards for BPO is quite high as compared to various popular outsourcing locations, the difference is how they are going to use those technologies in favor of your project.
Prominent outsourcing locations like India and Philippines have well trained agents and IT support teams for all kinds of telecommunication and technology needs because they are working with various clients across the globe and not just domestic companies. An Australian BPO company in Philippines uses tools and technologies, up-to-date systems and can handle rigorous outsourcing functions for your Australia-based business.
- Calculate your call volume during seasonal rush
In order to choose the best Call Center Services in Australia, it is essential that you analyze and predict the upcoming call volume from previous years’ trends. Although the COVID-19 crisis has made the economy a little unstable and the market little unpredictable, best answering services in Australia will likely face ongoing pressure and competition during the rush seasons. Which is why, many companies choose offshore BPO providers for business processes and inbound / outbound call center services for facilitating greater flexibility.
- Check business contingency and continuity plan in case of crises
Smart and meticulous contingency planning is a significant aspect of crisis management because it makes sure that an employee or an organization makes the obligatory preparations to be all set when difficulty strikes. Best call centers in Australia have crisis contingency plans ready to support their clients consistently. If you choose an offshore partner, the right sourcing solution can help you optimize, introduce and innovate when unexpected happens.
- Consider pricing
We already discussed how cost-cuttings by hiring the best answering services in Australia at an affordable price tag are one of the most common reasons to outsource. Both offshore and onshore call centers for Australia-based target markets or businesses charge for their services in a range of ways. This includes hourly rate, shared services or dedicated services pricing model, charge based on agreed approximation of average handle time or per second of talk time. If you are looking for sector-specific services, like E Commerce Call Centers in Australia for your ecommerce business or need best prescription filling service from a Healthcare BPO in Australia, you may have to pay while signing the partnership.
- Compare offshore benefit vs. domestic hire
What location advantage are you going to get out of offshoring or near-shoring? There are overseas call centers and top BPO companies in Australia. Do you really need a domestic Australian call center partner down the road, or should you choose an overseas partner with more versatility and excellent performance record in handling Australian businesses? Are you ready to pay extra bucks for keeping it within Australia itself or are you willing to make significant savings by outsourcing to destinations with cheap labor costs like Philippines for the same level of service? Some companies don’t mind paying a premium price for CBD locations in Australia; others value the cost-effectiveness of offshoring.
Why choose Fusion?
If you are looking for call center services in Australia or a call center partner that can take care of your business in Australia, look nowhere but Fusion. It has been offering consistent support to Australian clients from its global centers like Philippines, UK, Canada and the US. For receiving call center solutions based on your precise needs, give us a call on +1 (866) 581-0038 today!
Looking For Best BPO Services Provider? Visit Fusion BPO Services