Drake Business Process Outsourcing provides essential business support functions
allowing you to focus on improving your competitive advantage through your core
business offerings.
Our objective is to help your business become more profitable while increasing
your customer satisfaction. We can help you outsource or offshore a full range
of front office services such as call centres, debt collection, help desks,
telemarketing and customer service. We are also experts in back office services
such as database management and transcription services.
Front Office Outsourcing
Front office outsourcing services have to do with interactions directly with
your customers, usually over the telephone but can also include email,
internet, fax, and other forms of interactive communications with your
customers. By outsourcing these services, it frees your business up to focus on
your core business. It also allows you to reduce the significant expense
associated with this element of your business. If you use Drake BPO you also
have an opportunity to increase customer satisfaction and create a sustainable,
long term, productive relationship.
Customer Service
Customer service covers a wide range of providing assistance, support,
information, and answers to your customers to a variety of questions and
enquiries. If you have a telephone number or set of telephone numbers that
people use to call your business for general to specific enquiries and support,
this service can help you. Although generally customer service is done using
inbound calls, it can also be used with outbound calls. Examples of outbound
customer service include follow-up on orders, confirmation of receipt of a
product or service, quality surveys with your customers, and more.
Inbound Sales
Inbound sales refers to the process where your customer calls your business as a
result of stimulus such as a marketing promotion, a referral from someone, a
direct mail campaign, a media advertisement, a contact number on your company’s
web page, or any type of marketing and sales activity where the logical next
step in the sales process for the customer is to place a call to the business.
For an inbound sales process, the call centre agent works through the sales
process to conclude with a sale for your company. Results include making a
commitment to purchase or placing an actual order for a product or service.
This could represent anything from a vacation package to a floral arrangement
to a subscription to almost any type of purchase that can be done over the
phone.
Outbound Sales
Outbound Sales refers to the proactive selling of products and services using
the telephone. Although traditional telemarketing and telesales falls into this
category, so does up-selling and cross-selling offers to existing customers as
well as contacting customers who have already demonstrated interest by signing
up or by contacting your company by mail, email, web, phone, or in-store
activity.
Order Processing
Order processing includes the process of taking information from your customers
so that a specific transaction or order can be processed. This applies to
either Business to Business or Business to Consumer relationships with
customers.
Technical Support
If your business’s product or service has some element of technology involved,
telephone oriented technical support can help you cost effectively work with
your customers to address and solve their questions in this area.
Appointment Setting
For some businesses, a direct contact between people is required to complete the
sale or provide the service. The challenge is getting the appointment with a
potential client. This service allows businesses to leverage experts in the
area of appointment setting to be able take a potential client from expressing
interest in your business’s offer to setting up a specific time and day for a
meeting between that potential client and an account representative from your
company.
Debt Collection
The reality of business is that some of your customers may miss paying a bill.
By using the telephone as a reminder service, a large amount of bills can be
collected easily and effectively. Doing this sooner than later helps your
business manage cash flow and improve results.
Internal Help Desk
The help desk function is typically considered to be an internal company
function for supporting your company’s employees and businesses in your supply
chain. It can also refer to a place for your customers to call to receive help
with questions they have.
