Campaign management
Responses relating to the conduct of campaigns and control and monitoring activities.
The definition and main characteristics of outsourcing and the activities to ensure the quality of services.
What is the KPO - Knowledge Process Outsourcing?
Knowledge Process Outsourcing means outsourcing key processes or tasks with a high level of specialization , which can be the main processes of a company or at least among the most important.
The KPO requires a higher level of competence and agents must be university graduates or specialists in the process. KPO's activities include financial duties (consulting, reporting, accounting), medical, legal, etc.
How are the resources that make up the team identified?
- Experience;
- Skills (languages, spoken and other significant skills);
- References;
- Checking references.
What is BPO - Business Process Outsourcing
BPO defines the non-core business processes , which do not require a high level of expertise and are generally secondary to a business (such as customer service , telemarketing, data entry).
What are the benefits of BPO?
The main advantages of Business Process Outsourcing are:
- Cost efficiency (resources, infrastructure, etc.);
- Manage traffic volumes of all kinds;
- Having dedicated resources focused on a single set of tasks;
- Full control of reporting;
- More time to devote to core business;
- Wider audience coverage;
- Multilingual workforce;
- Sharing of risks and responsibilities with the outsourcing partner.
What is the difference between KPO and BPO?
BPO is about secondary tasks and processes (non-core); that do not require special knowledge or skills beyond a training phase.
The KPO requires a higher level of competence because it concerns high-level tasks and the main processes of a company; (core) . For example, if a company outsource financial services, the call center will have to allocate a specialized resource, as can happen for Telemarketing or Customer Care.
What does nearshore mean?
Nearshore means choosing an outsourcing partner located in a country close to that of the company (for example a neighboring country). For example, a European company that outsource activities in Europe is nearshoring.
Conversely, if a European company chooses a company in India, that is offshoring . Another case is onshoring , which occurs when a company entrusts certain services within its own country (for example an Italian company that turns to an Italian partner).
Is there a risk of losing control of the project with outsourcing?
Not with us, because we have various procedures in place to prevent this from happening.
From the customer's point of view, there are several concerns: the first is the risk of not having managerial control, which means that the call center will manage the process, and may not do so according to the customer's requests. br> Secondly, there is a risk of losing control over the quality of the service, since the service provider is generally located in another country and the company may not have full control over the resources.
What are the regulations for outsourcing and obligations for those who relocate?
According to Article 1, paragraph 243, of Law no. 232 of 2016 (so-called budget law), all companies that have a toll-free number and that operate through the telephone must send a communication at least one month before the service to the Ministry of Labor and Social Policies, to the National Labor Inspectorate, to the Ministry of Economic Development and the Guarantor for the Protection of Personal Data. The official communication must indicate the numbers that will be used and the country from which the operators answer, while during the phone call there is an obligation to inform the user about the country from which they are answered.
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What are the regulations for outsourcing and obligations for those who relocate?
There are several activities implemented to ensure a quality service to a company.
On the side of the company, a manager can be identified who will act as an intermediary and who will oversee the outsourcing partner.
On our side, we guarantee the quality of the service because:
- We carefully select our resources based on experience, languages and performance;
- We involve the company in the resource selection process;
- We have two Quality Assurance teams (one in Italy and one in Albania);
- We provide detailed intra-day, daily and weekly reports, and measure performance through relevant metrics;
- We give partners access to our tools;
- We guarantee multi-sector know-how and experience;
- We communicate clearly and transparently with partners.
Email: info@wearefiber.com
Telefono (It): +39 024 210 1122
Telefono (Regno Unito): +44 203 870 4408