Contact centre outsourcing

Many people refer to contact centre outsourcing as call centre outsourcing, since phone (perhaps surprisingly) is still the preferred communication channel for Australian consumers. However the term “contact centre” encompasses a myriad of channels, including email, SMS, apps, social media, video, messaging, bots, as well as phone. With this growing channel complexity, many companies look to outsourcers to manage all or part of their contact centre.

In a market awash with options, the challenge for many is simply finding the right provider – one that can meet your budget and timeline and has experience in your industry. That’s where Matchboard stepped in to create a rich database of hundreds of contact centre outsourcing companies, capturing almost 100 data points on each vendor. Using our free matching tool, it’s extremely quick and easy to find a shortlist of contact centre outsourcing companies who can meet your unique business needs. Read more

Back office outsourcing

The back office is a generic term covering all the functions and processes that happen in a company “behind the scenes”, which don’t involve much if any contact with customers. Finance and HR are two of the most common back office functions. As they tend to be very process and rules driven, these functions are prime candidates for outsourcing to a third party.

There are outsourcing companies that specialise in finance processes like account payable and account receivable, and others that focus on HR, including payroll processing and employee benefits management. Offshore destinations such as India, the Philippines and Sri Lanka are very cost-effective compared to an onshore Australian operation, however partnering with the right company is tricky. That’s where Matchboard can help – we’ve screened suppliers of back office services all over the world, to ensure their clients rate them highly (and only then do they make it in to our ecosystem). By taking 60 seconds to enter your back office needs in our quick questionnaire, we can provide you between 1 and 5 options for outsourcing in your preferred location(s). Read more

Sales outsourcing

Sales is the lifeblood of most businesses – but when a company lacks the capacity, geographical coverage or skills to reach its sales goals, it’s time to outsource! Sales outsourcing usually refers to face-to-face interactions between potential customers and the sales organisation. This can take the form of residential door-knocking, kiosks in shopping centres or train stations, or getting appointments with business owners to present a service offering.

One of the most important factors in sales outsourcing is compliance – the outsourcing company should be able to demonstrate a framework which stamps out aggressive sales behaviours which can damage a brand, and rather rewards its people for a positive customer experience, even if the customer is not interested. Click to learn more about sales outsourcing and find companies that can assist you meet your sales goals.