Back Office Determines an SME’s Success First and foremost let’s define “Back Office”. The back office are operations which fall outside of the main core functions of the organization, yet are the primary element to every business. This is the non-client facing portion of the company comprising of support and administration personnel. The efficiency of…

Making your business attractive to investors is a daunting task. Keeping it that way is even more difficult. Understanding how your investors see their potential ROI is essential, especially as strategies evolve. Outsourcing can play a key role in helping to structure your company to look more attractive to investors. The trend for businesses to…

In the past two decades, outsourcing has become an important and strategic move for many successful startups and small to medium sized businesses. Competition is fierce and although it may have been the intention when the business began to keep everything in-house, there comes a time when outsourcing is absolutely the best option. Here are…

Nowhere else in the world are you going to find such a unique culture to work with as you will in the Philippines. Filipinos are globally known for their values, loyalty and determination to do the best job possible. Coming from a Western culture (as I have) you will immediately see the differences in how…

It’s a brisk and beautiful Monday morning. You walk into your office feeling fresh and ready to take on the day. You turn on your laptop and sip your coffee as it boots up remembering how peaceful the weekend was. The phone rings as you open your email… All hell has broken loose… Within ten…

There’s no way around it. You​ need​ a call center. Even with the rise of technologies and internet based portals for self service, there is still one element customers desire. Human contact. Either by phone, email or chat they want to know that there is a competent human being on the other end working on…

Customers are the lifeblood of your business. Without them, businesses will not exist. It is very vital then that you communicate to them in an effective manner. Customers want your undivided attention and complete focus while you are chatting with them. And yes, they can tell if you are really into the conversation and they…

There are several factors that contribute to business profitability. One of which is customer loyalty. What is customer loyalty then? Customer loyalty is defined as an attitude, behavior or tendency of an individual to favor one brand of product or service over another. Customer loyalty may result from an individual’s satisfaction with the product or…

Customer retention pertains to activities and actions that business organizations take with the purpose of reducing the instances of customer defections. In other words, it is getting your customers to stay loyal to your brand of product or service. Customer retention starts when the business organization comes in contact with first-time customer and basically continues…

What is Customer Satisfaction? Why do customers repeatedly buy the same brand of a certain product? The reason is simply because they are happy with the product or service that they repeatedly get or receive from a particular business. For example, one shopping store, to build up their customer satisfaction, have a generous return policy.…