5 Trends You Need To Know About Call Center Outsourcing

In the  world  of  call  center  outsourcing  many  factors  will  shape  future  trends  including  technology  and  economics.

Here we  take  a  look  at  5  trends  that  will  have  the  greatest  impact  on  how  businesses  like  yours  will  handle  your  call  center.

1. Call Centers Moving Toward Cloud Technologies

Over the last 20 years we’ve come a long way from locally hosted software applications to the vast world of cloud-based apps we have today. In fact, every area of business has been affected by the cloud. From the back-office to the front lines, the way you conduct your daily operations will increasingly rely on technologies you access over the internet. Web-based call-center apps that incorporate everything from your phone system to CRMs tracking customer engagement to order taking is gaining traction and becoming the new normal.

There are  many  advantages  to  this  including  increased  scalability,  ease  of  implementation  and  adoption  of  new  features  and  versions.    Also, costs are spread  out  over  months  and  years  instead  of  requiring  large,  upfront  capital  expenditures.    Most  cloud-based  systems  also  come  with  deep  support  in  the  forms  of  chat,  a  knowledge  base,  and  FAQs  integrated  into  the  system  itself.    For many companies, cloud solutions  are  the  way  to  go.

With  newly  adopted  technologies  come  new  challenges.    Being  connected  to  the  internet  can  create  potential  security  issues.    Keeping  hackers  and  cyber  criminals  from  your  customer  data  has  to  be  a  priority  for  you  and  your  vendors.    Be  sure  you  understand  the  measures  taken  by  your  partner  vendors  if  you  outsource  your  call  center.    It  may  be  a  good  idea  to  leverage  the  expertise  of  an  outside  cybersecurity  firm  to  ensure  the  safety  of  your  data.    Also,  if  internet  connection  is  cut  it  can  mean  your  operation  is  down.    Make  sure  that  there are always backups  for  when  such  problems  arise.


2.  Multi-Channel Customer communication As The New Norms

There was a time  not  too  long  ago  when  the  phone  reigned  supreme  as  the  main  technology  communication  tool.    Now there  are  a  myriad  of  choices  including  email,  text,  social  media,  and  various  mobile  apps.    Expecting everyone  to  communicate  in  the  same  way  is  naive,  and  eliminates  opportunities  for  you  to  engage  with  clients  and  prospects.

The solution is  to  have  an  integrated  system  that  allows  for  customer  engagement  on  their  terms.    If the preferred  method  of  requesting  support  is  text  then  your  system  should  allow  for,  track,  and  enable  SMS  messaging.    It’s  the  same  case  if  it’s  Facebook,  Twitter,  email,  and  even  good,  old  fashioned  phone  calls.    Your system must  accommodate  your clients  and  prospects  regardless  of  the  tools  used.    Call center operations  and  functions  must  now  take  place  across channels.    Over  time  this  will  be  expected  by  consumers  as  a  basic  way  of  engaging  with  any  company  they  conduct  business  with.

Providing  customer  service  and  call  center  functions  using  a  variety  of  tools  will  be  difficult  to  manage.    Be sure  to  address  responsibilities  in  terms  of  who  handles  the  different  types  of  communications  coming  in  and  going  out.    Decide  if  reps  will  specialize  in  an  area  or  particular  channel,  or  if  you  will  train  employees  across  some  or  all  channels.    Post  hours  of  operation  by  channel,  and  ensure  that  there’s  coverage  during  those  times.    Just  as  with  phone  calls  make  sure  that  you’ve  established  best  practices,  standard  scripting,  and  processes  for  responding  to  customer  service  issues.    If  you  outsource  your  call  center  your  vendor  partner  must  address  all  of  these  same  issues,  and  have  adequate  systems,  processes,  and  trained  staff  in  place.

3. Video Chat Usage To Improve Customer Engagement

One  channel  we  didn’t  mention  in  the  last  section,  but  would  like  to  focus  on  is  leveraging  video  chat  in  customer  communication. Consider these  stats.

  • As of September,  2016  Skype  had  74  million  worldwide  users.
  • Snapchat had 166  million  users  as  of  Q1  2017…and  it’s  growing.

Video  is  considered  the  best  way  to  interact  behind  face-to-face  and  in-person.    What this  means  for  your  business  and  call  center  is  that  there  is  a  tremendous  opportunity  to  engage  customers  on  these  and  other  video-based  tools.    Make  sure  that  this  is  addressed  and  that  top  tools  are  part  of  your  call  center  strategy.

4. Social Media Support on The Rise

We’ve all  heard  and  seen  the  stories  about  how  customer  complaints  have  gone  viral  because  they  weren’t  addressed  quickly  or  at  all.    Think “UPS  Drivers  Gone  Bad  On  Youtube”,  “Customer  Service  Meltdown  (unedited)”  and  some  of  the  more  unsavory  stories  you’ve  heard  from  popular  fast  food  chains.    A customer  problem  this  morning  can  turn  into  the  trending  hashtag  by  noon,  and  into  an  evening  story  on  national  news  at  6pm.    Social media  and  its  use  and  impact  are  here  to  stay.    That’s  why  it’s  critical  to  include  social  media  engagement  in  your  customer  service  and  communication  mix.    Define response  times,  staff  ownership,  and  processes  for  handling  brand  mentions,  hashtags,  and  direct  messages.    Keep the simple problems  innocuous,  and  if  a  crisis  does  arise  respond  swiftly  with  all  the  facts.    This can  keep  it  from  becoming  a  PR  nightmare.


5. Leveraging Big Data Even In Small  Call Centers

In  the  words  of  Peter  Drucker,  “What  gets  measured,  gets  managed”.    The  data  that  used  to  be  a  challenge  to  record  and  track  is  now  captured  by  the  systems  you  use.    To  improve  your  call  center  performance  it’s  imperative  to  record,  analyze,  and  optimize  your  operations  based  on  inputs  and  the  feedback  your  systems  provide.    You  must  do  this  in  key  areas  including  customer  surveys/feedback,  call  data,  and  pipelines  and  sales.    Define  call  center  goals  and  objectives.    Review  the  information  with  managers  and  team  members.    If  your  data  reflects  that  you’re  missing  the  mark  then  ask  why  and  analyze  further.    Use  these  insights  to  improve  performance  and  achieve  your  goals  and  objectives.

The  future  of  call  centers  is  full  of  challenges,  but  very  promising.    Various  forces  will  impact  the  decisions  you  make,  and  overall  direction  of  your  organization.    Despite  potential  issues,  technology  offers  ways  to  enhance  efficiency,  improve  effectiveness,  and  grow  your  profits.    All  of  this  can  be  achieved  whether  you  keep  your  operations  in  house  or  decide  to  outsource  to  a  trusted  vendor.    Regardless,  make  sure  that  these  recommendations  and  guidelines  are  followed.


Top Four Reasons You Should Invest In Lead Generation

If  you’re  a  marketer,  you  know  the  rules  of  the  game  have  completely  changed:  Today’s  information  overload  has  tossed  out  old-world  scarcity  of  information,  relegating  outbound  marketing  to  the  backend  of  what  drives  lead  generation.  In  fact,  it’s  almost  suicidal  for  companies  to  ignore  the  power  of  inbound  marketing  to  generate  leads  because  this  is  the  age  of  the  post-digital  consumer.

Post-digital  consumers  are  no  longer  content  with  marketing  messages  being  broadcasted  to  them;  and,  neither  are  they  tolerant  of  cold  callers  who  interrupt  their  social  lives.  Instead,  they  are  actively  choosing  how  they  interact  with  the  brands  and  businesses  they  want  to  patronize.  That’s  a  quantum  shift  in  the  buying  process.

In  short,  brands  now  revolve  around  their  customers,  taking  into  account  their  attitudes,  behaviors  and  expectations  which  are  in  a  constant  flux.  And,  the  biggest  challenge  for  marketers  today  is  to  cut  through  the  noise  and  enable  people  to  really  engage  with  their  brands.


This  shift  in  power  means  marketers  now  need  to  focus  on  how  their  brands  and  businesses  can  be  found  by  their  customers.  And  once  found,  how  they  can  nurture  that  interest  into  a  long-standing  relationship.  So,  in  essence,  lead  generation  is  all  about  drawing  in  and  convincing  strangers  to  engage  deeper  and  deeper  with  your  brand.

To  do  that,  you  need  to  offer  your  prospects  a  variety  of  irresistible  goodies  and  offers  that  build  an  organic  interest  in  your  products  and  services.  Your  lead  generation  efforts  will  begin  showing  results  when  consumers  warm  up  to  your  brand  on  their  own  terms  and  wind  up  expecting  to  hear  from  you  again  and  again.

Why Inbound Trumps Outbound

According  to  the  State  of  Inbound  2017  report  by  Hubspot,  63  percent  of  marketers  claim  that  generating  traffic  and  leads  is  their  biggest  challenge.  The  good  news  is  that  marketers  everywhere  are  rising  to  the  challenge  of  meeting  consumers  where  they  hang  out  –  be  it  be,  social  media  platforms,  video-sharing  websites,  instant  messaging  apps  or  their  smartphones.    Here  are  some  more  statistics  from  that  report:


  • 71  percent  of  marketers  said  inbound  marketing  is  their  primary  approach  to  marketing.
  • 59 percent  of  marketers  claimed  their  highest  quality  leads  came  from  inbound  marketing  initiatives.
  • over  60  percent  of  marketers  (on  an  average)  felt  growing  their  brand’s  organic  presence  was  their  top  inbound  lead  generation  project.
  • 46  percent  of  marketers  felt  inbound  marketing  created  higher  return  on  investment  while  only  12  percent  voted  for  outbound  marketing.

From  these  numbers,  it’s  quite  obvious  that  the  Internet  has  made  sure  that  leads  generated  through  inbound  marketing  efforts  supercede  all  other  approaches.  And,  that  marketers  who  don’t  adapt  will  be  forgotten  in  a  flash.  So,  here’s  the  question:  Is  your  business  or  brand  doing  enough  to  generate  leads  that  can  be  converted  into  sales?

Read  on  to  discover  the  top  four  reasons  your  business  should  invest  in  inbound  lead  generation  efforts.

1. You want to generate organic Interest 

Gone  are  the  days  when  marketers  believed  they  could  hook  leads  by  simply  purchasing  them.  In  theory,  it  might  seem  like  a  great  idea:  You  pay  money  for  leads  sourced  from  online  shoppers  who’re  looking  for  exactly  what  you  sell.  However,  the  service  that  sold  you  those  leads  would  have  sold  them  to  other  marketers  as  well.  Then,  it  all  comes  down  to  who  gets  to  those  leads  first.  Or,  those  leads  may  be  people  who’ve  never  heard  of  your  brand  or  indicated  an  interest  in  learning  more  about  it.  So,  your  efforts  to  attract  them  become  nothing  more  than  annoying  interruptions  of  their  lives,  which  is  clearly  not  the  way  to  go.

Over  the  past  decade  or  so,  marketers  who  built  their  brand’s  visibility  organically,  had  a  deep  understanding  of  SEO  techniques;  created  websites  with  great  architecture;  content  that  had  quality  and  utility;  and  acquired  linkbacks  from  authority  sites.  It  all  comes  down  to  creating  products,  brands,  websites  and  content  with  the  potential  customer  in  mind.  When  you  do  this  the  traffic  will  automatically  start  to  show  up.  However,  your  efforts  at  creating  organic  interest  will  work  only  if  the  people  who  encounter  your  business  and  brand  find  quality  takeaways  immediately.


2. Your company is small with limited Resources

If  you’re  a  small  business,  it’s  likely  that  you  don’t  have  the  resources  to  lavish  on  fancy  marketing  campaigns  or  to  purchase  the  latest  marketing  automation  tools  out  there.  But  investing  in  lead  generation  is  crucial  to  your  survival  and  growth  and  you  know  it.  In  this  situation,  a  lot  of  what  you  can  do  ties  in  neatly  with  inbound  marketing  practices  that  position  your  business  as  an  authority.  You  can  do  this  by  consistently  producing  quality  content  that  showcases  your  knowledge,  expertise  and  credibility.  In  other  words,  step  away  from  the  stereotypical  hard-selling  tactics  and  become  a  trusted  advisor  with  your  blog  posts,  white  papers,  video  content  and  so  on.

Leads generated  through  inbound  marketing  cost  very  less  or,  almost  nothing  sometimes.  So,  small  businesses  can  build  awareness,  gain  traffic,  generate  leads  and  earn  as  much  as  their  bigger  competitors  without  spending  the  big  bucks.  And  the  best  aspect  of  using  inbound  marketing  to  generate  leads  is  its  sustainability.  The  top-quality  content  you  create  in  order  to  attract  and  convert  leads  can  be  transformed  into  content  upgrades  and  gated  content  like  PDFs,  ebooks,  white  papers,  and  webinars  that  drive  more  leads.  So,  regardless  of  the  size  of  your  company,  you’re  bound  to  see  a  higher  return  on  investment  with  inbound  marketing,  according  to  the  State  Of  Inbound  2017  report.



3. Your Website Isn’t Optimized For Lead Generation

It’s  old  news  that  consumers  spend  a  lot  of  time  on  the  Internet,  flitting  from  smartphones  to  laptops  to  tablets.  But marketers  need  to  note  the  sense  of  entitlement  consumers  now  feel,  expecting  their  devices  to  assist  them  in  even  routine  tasks.  With the  number  of  people  accessing  the  Internet  from  their  smartphones  skyrocketing,  it’s  crucial  for  websites  to  be  optimized  across  all  devices.  The use of  personalized  calls  to  action  (CTAs)  that  target  each  user,  instead  of  generic  ones,  also  has  the  power  to  boost  your  website’s  lead  generating  capacity.

When  it  comes  to  user  experience,  seamlessness  should  be  your  mantra.  Make sure  your  website  supports  the  integration  of  all  the  lead  generating  channels  you  use  to  create  seamless  marketing  campaigns.  Integrations help  guide  the  consumer  along  a  buying  cycle  that’s  tailored  to  their  specific  needs.  And, while  it’s  important  to  highlight  the  features  of  your  product  or  service  through  your  content,  keep  the  focus  on  the  benefits  your  consumers  gain  through  your  offerings.  Finally, websites optimized  for  lead  generation  typically  have  a  professional  design,  with  colors,  fonts  and  images  used  tying-in  with  the  overall  brand.  In  other  words,  marketers  who  fail  to  cash-in  on  their  website’s  lead  generating  capacity,  risk  turning  away  leads  within  seconds.

4. When your product or service have A Learning Curve

Irrespective  of  who  your  target  market  is,  it’s  important  to  cultivate  and  nurture  the  leads  you’ve  generated.  But,  it’s  particularly  relevant  to  B2B  companies  because  their  products/  services  often  involve  a  learning  curve.  Prospective  consumers  need  to  be  educated  and  guided  along  the  buying  cycle  before  the  sales  team  can  step  in.  But  unlike  before,  the  lead  generation  process  kicks  off  as  soon  as  a  prospective  buyer  begins  searching  for  solutions  to  their  specific  pain  points.  And,  it’s  the  role  of  the  modern  marketer  to  meet  these  prospects  at  the  very  places  they  may  be  looking  for  solutions  –  social  media  platforms,  search  engines,  webinars  and  so  on.

Once  a  person  begins  engaging  with  your  business,  the  process  of  nurturing  and  educating  the  lead  should  begin  with  a  steady  supply  of  useful  content  that  overtime  ensures  immediate  brand  association  as  well  as  a  distinctive  shift  towards  purchasing  intent.  At  this  point,  the  lead  is  super  hot  and  the  sales  team  can  step  in  and  close  the  deal,  thanks  to  all  the  lead  nurturing  efforts  that  went  in  earlier.


Behind The Scenes with Maritina Pascual





Office Beacon is the business driven by individuals with common values and goals.  There are no investors, no partners, no family, no nepotism….just hard working individuals working hard every day to make life easier for OB’s customers and employees.  These values and work ethic are executed at the highest levels by OB’s Senior Site HR Site Director – Maritina Pascual.  Maritina is responsible for our Philippine operations.   

Maritina is a go-getter.  Her accomplishments include:

  • As Senior HR Site Manager, Maritina developed strategic HR plans to ensure OB could handle our exponential annual growth rate of nearly 500%
  • Hiring hundreds of employees, Maritina developed HR policies to help OB management managing employees through the hiring, training and production phases.
  • Implemented incentive plans to accelerate  employee performance
  • Overseeing hiring practices to ensure OB is in legal and HR compliance
  • Conduct numerous hiring drives and market the company to prospective employees


Maritina is a mother of 3.  Her oldest daughter is 23 working in the United Arab Emirates as a Supervisor Barista.  Her middle daughter is 22 and owns her own Photography Studio.  Her teenage son is in the 10th grade studying at Westfield International School and hoping to be a professional soccer player.

You don’t know what you’re missing!

Maritina’s background and work experience is extensive.  She’s worked in all areas of business including marketing and campaign management; finance management and most significantly, HR management.  This combined history and experience has enabled Office Beacon to take off in the Philippines.  There’s no doubt that our clients have benefitted greatly by our team’s work ethic, led by Maritina.  We welcome you to reach out to us and find out what you’re missing!


Behind The Scenes with Marie Moncrieffe





Marie has been a mainstay at Office Beacon.  She’s seen it all having worked for the company for nearly 12 years.   And it all happened by circumstance. Years ago, as OB was starting its growth trajectory, Pranav Dalal- OB’s Chief Disruption Officer, was looking for individuals who could offer a diversified skill set and work the hours needed to support the growing company.  Through a mutual acquaintance, Marie was referred to OB, based on her previous work experience at Ernst & Young, and the rest is history.

Pranav is particularly proud of Marie and her accomplishments which include:

  • Implementing nearly 120 clients within a 5-month timeframe
  • Working in every department of the company
  • Traveling 10s of thousands of miles to India and back to implement various workflows and train staff
  • Developing long-lasting relationships of trust and confidence with employees and clients alike
  • Ability to analyze customer’s workflows and develop a strategic plan for improvement


But Marie’s story doesn’t end there.  Marie has committed herself to her job, to clients, and to co-workers, never looking at the clock or the task at hand.  All the while, raising 3 young men on her own. This is the most remarkable part of Marie’s journey. Her eldest son is a professionally trained chef, her middle son is a budding soccer star, and her youngest is excelling at one of Toronto’s finest high schools.  

Experience the “Magic”

Marie’s work ethic and commitment to everyone around her should be recognized and admired.  This has certainly made a huge difference for everyone associated with Office Beacon.

If you haven’t experienced the “Marie magic as an OB client, you don’t know what you’re truly missing!  


Behind The Scenes with Veena Rampersad





Simply stated: Veena is a powerhouse.  So much so that Pranav Dalal, Office Beacon’s Chief Disruption, pursued Veena to join OB for nearly 3 years.  Knowing she would be a game-changer, Pranav set his sights on having Veena in charge of global operations and people management.  And change the game is exactly what Veena did.

Veena’s Notable Accomplishments

  • Establishing a new operations center that will accommodate nearly 750 employees in Clark, Philippines
  • Hire and train an entirely new production management team in the Philippines
  • Instrumental in nearly 500% growth in 1 Year
  • Establish a company culture of growth for all

The Back Story

Veena has close working relationships with clients and employees alike. Her ability to get into details, while holding such huge responsibilities is a testament to her unique skill sets and background.

But the story doesn’t end there.  Pranav and Veena met at a startup nearly 25 years ago.  At that startup, one of Canada’s first cellular phone carriers, it was Veena who called up Pranav and chewed him out over an error he made.  Pranav was starting his first job out of university but instantly recognized that Veena would be instrumental in his life. And instrumental she was, not only be a close confidente but now, effectively running the company’s global operations.


Veena is on the advisory board of Humber College and is also certified as a global business coach.  She has the support of two fantastic daughters and a great husband. We can only add that if you’re not associated with Veena, you should be.