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How to Select Customer Service Vendors in Asia – Your Ultimate Step-Wise Guide to BPO

January 29, 2024
By : Greg. B

With the Earth’s rotation towards the East, the Asia-Pacific area emerges as a key participant in the global outsourcing scene. The Asian market, with its immense potential, has become a guiding light for businesses around the world.

The Asia-Pacific BPO market is set for rapid growth, according to recent reports. The reports emphasize that organizations are increasingly turning to outsourcing as an efficiency-boosting strategy with major cost reductions. 

Additionally, integrating digital technology, like AI and chatbots, is fueling this market expansion, a part of global business expansion. Yet, as companies explore attractive regions like Japan, China, and Korea, they frequently face challenges mainly caused by the varied cultural subtleties and language hurdles of the Asian market.

Poor customer service or business process outsourcing negatively impacts brand credibility, customer loyalty, and bottom-line results. To avoid these bad outcomes, you need to learn and follow some practical BPO steps.

The complex nature of customer service outsourcing in Japan, Korea, and China can be better understood with the help of this guide. If you’re looking for the ideal customer service vendors in Asia, you’ll discover the most effective practical methods to find and the right way to implement them.  

But first, let’s get into some reasoning!

 

Reasons to Consider Customer Service Outsourcing in Asia

Significant yearly losses might occur with as little as one bad impression, driving 52% of customers elsewhere. Conversely, businesses can boost their revenue by 10-15% if they focus on their customers more. The next numbers are even more convincing.

Given these numbers, it’s clear that understanding how to outsource customer support correctly can make all the difference. It can guarantee that consumer interactions are handled proficiently. 

Here are some major reasons why customer support outsourcing can be a game-changer for your business in Japan, Korea, China, etc:

 

1. Cultural Bridge Building

Outsourcing to Asia promotes cross-regional cultural understanding and interaction by removing language and cultural barriers. Asian countries have an entirely different culture from the West. It is nearly impossible for the West customer care vendors to adapt to their culture. Hiring Asian vendors paves the way for companies to reach a wider audience worldwide and form stronger bonds with their native client base.

 

2. Technological Progress

Asian nations are now regularly making progress by investing in modern technology. Doing so allows their BPO vendors access to modern technology and software. Customer care services in nations like Malaysia and the Philippines use innovative customer relationship management (CRM) systems and communication technology to better serve their customers.

 

3. Global Reach

Through the use of business process outsourcing, customer service can be provided in a variety of languages and time zones. Consequently, this expands the company’s customer service reach, especially in Japan, China, Korea, etc.

 

4. Efficient Client Support

It is possible for outsourcing partners to successfully handle complex consumer requirements since they have established processes and resources at their fingertips. This results in a significant reduction in the amount of time required for turnaround.

 

5. Multilingual Support

The language barrier is the biggest challenge when working with Asian countries. Numerous Asian nations, including the Philippines and India, have a sizable population of native speakers of many other languages. Because of this variety, businesses may tap into talent pools of people who speak more than one language, allowing them to serve clients better worldwide.

 

6. Language Training and Proficiency

Many Asian outsourcing companies put money into language training programs for their agents so that they can speak the target language more fluently. For instance, to better communicate with clients who speak English, contact centers in the Philippines work to improve their operators’ command of the English language.

 

7. A Diverse Talent Pool

People from Asian countries can speak various languages and grasp different cultures well. To illustrate this point, it’s not uncommon for contact centers in the Philippines to employ agents who are fluent in many languages. As a result, they can serve customers worldwide and much more efficiently in the Asian regions. 

 

10 Steps to Business Process Outsourcing (BPO) in Asia

To outsource is not to merely delegate. The right direction, clarification, preparation, and close supervision are all essential for this strategic partnership. For BPO to go off without a hitch, let’s get down to the important steps you need to follow:

1. Address Some Important Questions

There is no silver bullet when it comes to finding the perfect BPO partner in the Asia-Pacific area. First things first, we must answer some basic questions: 

  • With offshore, what do you want to achieve? 
  • Is cost reduction your primary goal, expanding into Asian markets, being closer to Asian clients, tapping into Asian talent pools, or something else entirely?
  • To what extent do you want to outsource certain functions inside your company? Is outsourcing research and development, production, regulatory work, financial assistance, information technology, or any other department something you’re thinking about? 
  • What subfield within research and development (R&D) is it targeting?
  • How much uncertainty can you handle? Will there be issues with intellectual property?
  • Are there any dangers associated with operations or investments?
  • Is the prospect of immediate profit more important to you than the potential advantages of outsourcing in the long run?

Since they will serve as a road map for your decision-making, answering these questions is the first step.

 

2. Assess Your Business’s Needs 

Before you start looking for an outsourcing partner in Asia, be sure you have a firm grasp of your company’s needs. Think about the parts of your business that you want to outsource, such as manufacturing, customer service, finance, or information technology. Before choosing the perfect partner for BPO, you must lay a firm foundation by evaluating your objectives, resources, and timeframe. 

 

3. Determine Proficiency and Work History 

Investigate possible business associates’ backgrounds and areas of expertise. Try to team up with someone who has experience providing services that are comparable to yours. Examine their work samples, client reviews, and case studies to understand their skills and accomplishments. 

With the support of a BPO partner with the necessary expertise, you may enhance your business and deliver efficient solutions. Look at the vendor’s previous work and the clients they’ve worked with.

You can tell they’ve made it when you look for evidence of their long-term collaborations with respectable firms, glowing reviews from satisfied customers, and case studies that show they can provide outstanding customer service.

 

4. Verify Capability for Reporting

Your outsourcing partner’s robust reporting features help keep things open and honest. You can monitor their progress and see how they connect with customers in Japan, China, and Korea.

See if the vendors you’re considering have sophisticated reporting tools to help you with in-depth analytics, tailored reports for the present and the past, and practical insights. Using a robust collaboration platform, you may be informed continuously and across all platforms.

 

5. Review the Privacy, Security, and Transparency

Inquire about the total cost of outsourcing from each potential BPO. Extra fees or hidden expenditures will make you nervous. Gaining each other’s trust requires knowing these details. Inquire about their privacy and security policies and procedures for customer service outsourcing. 

After all, you plan to enjoy cost reduction and better efficiency for your beloved customers. If any goals still need to be reached, the idea behind BPO is a flop. 

 

6. Check the Tech Tools and Integration

Technology, like AI and chatbots, can enhance customer happiness and loyalty, allowing quicker response times, more precise information management, and individualized interactions. 

With the correct technology, such as communication platforms, ticketing systems, and knowledge management tools, support personnel can quickly respond to client inquiries, find the necessary information, and resolve their issues. A company may learn much about its customers’ habits, spot patterns, and enhance its support operations using sophisticated analytics and AI-based reporting tools.

 

7. Assures Round-the-Clock Support

Both customers and businesses really benefit from support that is available 24/7. Customer support vendors show they care about the customers by being available 24/7/365, regardless of location or time zone. Customers will be more satisfied and loyal to your brand as a result.

Furthermore, having support available in today’s global industry always helps organizations remain competitive. With limited support hours, your business stands out from the competition, offering you an advantage and opening the door to new customers.

 

8. Ensure Support for Multiple Languages

Today’s international market customers come from all walks of life and speak various languages. It is not an option but a need to provide multilingual support to cater to a diverse consumer base. This demonstrates a dedication to welcoming all individuals, ensuring customer happiness, and fostering strong connections with customers all around the globe.

The significance of serving consumers in the language they want is well-recognized by customer service outsourcing organizations that provide multilingual help. Customers have a sense of ease and confidence when acknowledged and appreciated.

 

9. Evaluate Cost Efficiency 

Regardless of whether the cost is the sole factor, assessing the cost-effectiveness of outsourcing partners is crucial. The cost structures, service levels, and pricing methods various vendors offer vary greatly. Think about building prices, tax regimes, and the cost of labor in your target countries. Strike a balance between affordability and quality to get the most out of your outsourcing budget. 

 

10. Review the Conditions of Contract and SLAs 

The legalities, contractual provisions, and service level agreements (SLAs) of an outsourcing relationship should be thoroughly reviewed before finalizing the deal. Everything from deadlines and performance indicators to confidentiality agreements and dispute resolution procedures should be up to your standards. Consult an attorney to ensure your contract is thorough and advantageous to all parties. 

 

Final Words

Before choosing a customer service outsourcing provider in Asia, consider the abovementioned factors. Doing so will allow you to make a well-informed decision that supports your company goals and lays the groundwork for sustained success.

Business process outsourcing to Asian countries like Japan, China, and Korea benefits your business majorly. Doing so helps overcome the language and cultural barriers and promotes a better understanding of various Asian regions. Customer service in Asia embraces technological advancement; hence, they have modern systems and tools to make your business stand out.

Maintaining revenue, brand loyalty, and competitive advantage consistently provides exceptional customer satisfaction. You may take advantage of Asia’s prospects and advantages with the right and top-rated outsourcing provider. The outsourcing sector moves at a breakneck rate, and companies wanting to stay competitive must do the same!

 

Author: Greg.B

Executive with 25 years of proven success in call center management and revitalizing business units. Proven career record of producing multimillion-dollar profits through pinpointing operational inefficiencies and encouraging the revitalization of employee morale and corporate culture change.