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Nowadays, clients want everything to be perfect and they expect the best service from the agent and the company. Hence, to accomplish these companies are using various software which helps in achieving all the results with the limited need of effort.
Zendesk is help desk software that is being used by call centers and BPO which provide a great client experience by gathering the needed information from the client and helps in providing productive outcomes.
It includes the following top features –

1. Help desk –
   (a) Real-time updates- help in viewing the activities occurring at a given time which increases productivity and work.
   (b) Agent collaboration- agents are connected through software that helps in raising the problem easily and finding its solution.
   (c) Help desk automation- tasks that are common among agents are collectively performed to save time for better working.
   (d) Macros- regularly noticed problem can be responded through generalized solutions.
   (e) Request forms and ticket fields – it helps the client to get more personalized information.
2. Ticketing system –
   (a) Multi-channel-it can be found on all platforms like chat, phone, SMS, etc.
   (b) Multilingual – software is available in 40 different languages for better utilization in various fields.
   (c) Workflows- all the information, problems, and solutions are gathered in workflows so that they can be used as a reference in the future.
   (d) Centralized hub- hub contains all the information together for carrying out any search or accessing any data.
   (e) Audit trail- keeps the record of all the conversations for future purposes.
3. Self-service portal-
   (a) Knowledge base- include all the gathered information regarding changes that happened over time, drafts being saved while editing documents, and creating an easy way of working.
   (b) Help center- create well developed and planned system for access at any time for any help.
   (c) Community portal- where clients can check the progress of the issue being raised by them.
   (d) Community forums- include feedback forms from the client.
4. Insights and analytics-
   (a) Customer analytics- help in understanding the way client is using your support, website and how it can be improved.
   (b) Performance measurement- helps in checking the performance of various agents on daily basis.
   (c) Prescriptive dashboards- help in understanding things useful for the client.
   (d) Customization- allow the easy formulation of results and outcomes.
5. IT help desk- it also contains a feature which helps in resolving problems faced by agents and providing better services.
   Hence, zendesk can be used for multiple purposes from saving time, money, tacking difficult modules to satisfying the client which all turns out to be beneficial for companies because of its multiple features it's demand is increasing among call center software.

The software helps to form a link between the agent and the client, contains different features for supporting, and provides an easy way of working. The software provides help to small companies as well as people without offices along with big companies to provide services to the client.

Important call center software features-

1. IVR – interactive voice resonance includes information for an incoming call, the time required for waiting, or the menu.
2. Skill-based call routing – including automatically directing the call to an available agent.
3. Voicemail or external routing- sometimes, when the agent is not present, the software should be able to provide voicemail or some other agent.
4. Omni-channel support- it not only includes responding to calls but also replying to queries on websites, social media, etc.
5. CRM integration- customer relationship management, should be incorporated in the software as it is also necessary for better results.
6. Cloud-based calling- software should be such that the agent can work from anywhere.
7. Outbound campaign management- it can be performed by features such as click-to-call and automatically dial as provided by various software.
8. Reporting and analytics- some software contains NLP (natural language processing) which helps to formulate texts.
9. Call recording- it is necessary for future reference.
10. Supervisor tools- it should be there to encourage agents and provide help.

Various call center software are –

1. Nextiva- it is easy to use software that can make you connect with more clients in less time. It contains IVR, automatic call routing, and call queuing.
2. Ring central contact center- flexible cloud-based software helpful for office and mobile users, has a ring-out feature which is one-touch dialing.
3. Cloudtalk- provides an agent with unique features, inbound calls are transferred to an agent who can solve problems and also offers personalized voicemails.
4. Freshcaller- phone system which makes it easy to carry out international business on the phone as it has an interactive voice response system.
5. Hubspot- powerful and easy-to-use software, has advanced automation tools and insightful reporting for improving client service.
6. Five9- include managing tools, predict dial and CTI screen pops for helping the agent.
7. Air call-cloud-based software has IVR, calling, live call monitoring, and call whispering.
8. Zendesk talk- software for business for all types, has ticket creation feature useful for the agent.
9. Talkdesk- useful for large companies to carry work at fast speed, includes security features and delivers good customer service.

These are the top software available in the market which includes different features for easy carry out the functioning of the company and based on the need and client criteria, the software can be selected so that it can turn beneficial to both agent and client.

It is a support service associated with information technology. It is concerned with providing support to the people who are in trouble regarding a particular operation. That operation can be related to any subject or any product or service in particular. The help desk includes software assistance to provide timely service.
Various companies and large organization build their help desk. Major to minor inconvenience seen in the operations can be reported here. The software uses for faster service results includes tools like calling, emails, texts, screening, etc.

Most common help desk BPO
There are various help desk sourcing that is possible. Organizations can create personal help desks that are physical. Or they can be done virtually as well. The most common type of help desk is call centers.
Here, large networking software is used to connect with the clients. The people share their issues here with certain responders. These responders are people trained and oriented with the company work. They understand the working mechanism as well as policies of the company to a certain extent. They provide help through the phone or in some other virtual ways.
These responders are also referred to as call representatives. Issues related to technicality, shipping, transactions, monitoring, etc. are considered by them.

Features of a help desk
A help desk comprises various traits to make it right. Let's discuss all the following characteristics of a help desk here.
• First, the help desk works as a single point of contact. It is applicable for internal as well as external employees. This signifies that even if the organization holds various products and services, people can still contact the help desk for all of them. They are not required to find specific sites for every requirement in particular.
• Next is ticket management. The help desk works as a ticket converter for every complaint issued by the clients. The help desk uses intensive converting software for this purpose. The conversations of the customer along with other details of the registration are also extracted during this process.
• After ticket conversion, we head towards ticket escalations. This means when the call representatives fail to solve an issue of the client then they transfer the ticket to higher-ups.
• The help desk also plays an important role in handling internal issues. This can also cater to a specific need like an internal help desk.

Experiencing a loss and filing an insurance claim is more tedious than claimed. In general, the claim process is nowhere a breeze and is a scary subject for many of the people. Additionally, the financial woes due to the loss situation are accompanied by the strong emotions. Notably, the life insurance loss scenario is far more delicate, and many times the beneficiary is not only in emotional shock but is also unaware about insurance coverage. In some situations, beneficiaries face several limitations in filing the insurance claim while some other beneficiaries need the claim amount on priority due to financial constraints.

All these are genuine real-life situations requiring special attention from insurance.
Customized BPM solutions for the insurance industry-
The needs of every industry vary, and a one-size solution can never fit everyon’s practical requirements. However the most desired yet unmet needs of insurance customers must be satisfied, especially when they are at the fulcrum of the business proposition. In this context, we will pick the top two unmet needs in the claims area and provide practical solutions towards meeting them.

Industry challenge 1 – The beneficiary of the insurance coverage is unknown
This is a significant problem, especially in life insurance. Many times, the insured dies and the beneficiary is not even aware about the life insurance coverage and the insurance policy lapse. Another scenario is, the insurer failing to locate the beneficiary after the death of the insured. Due to this, a lot of money lies unclaimed with state insurance department. In either cases the beneficiary is deprived of the claim amount, which was the sole purpose for buying the insurance coverage.
Solution 1 – Automatic survival verification and notification to the beneficiary with the help of BPM
The insurer should initiate periodic survival verification through BPM, based on triggers such as non-payment of premiums. In case of single premium policies or paid-up policies, there should be an annual verification of the insured on an opt in basis. Indirectly, this will help the insurer to establish a better connection with the insured. In situations where survival verification fails, the insurer should proactively reach out to beneficiaries and assist them in filing the claim. Many insurers are already doing this, however the stress here is to improve existing structures and minimize ongoing leakages. To this end, we suggest better loss tracking, beneficiary management, automatic and frequent life status recording, and notification to beneficiaries. A beneficiary verification key with which beneficiaries will be able to authenticate themselves seamlessly with the insurer can further help in streamlining the process.

Industry challenge 2 – Assistance is required during the claim process
Even the most straightforward claims process may hold complexities for some groups of people due to a variety of reasons such as age, location, time, or other priorities. As an example, an artificial intelligence enabled online claims process may be extremely complicated for an older person not familiar with computer, mobile, and internet technologies. In all these cases, there should be end to end help available to the beneficiaries throughout the journey of claims submission and processing.
Solution 2 – Support from a third party throughout the claim process with BPM
If a beneficiary needs help with filing a claim and associated activities including collecting documents, providing required inputs, and interaction with the insurer, insurers should provide a framework for a third party BPM to represent the beneficiary. The third party can help in completing all claims related responsibilities of the beneficiary. Moreover, the insurer can charge the policy holder additionally for this optional feature.

First lets understand what is live transfer. A live transfer is the process of handing off a live call between a lead and a call center rep to a call buyer who then takes over the call to speak with the lead. Typically the call center rep either receives an inbound call or places an outbound call to connect with a lead. The call center rep then collects additional information about the lead before dialing out to potential call buyers. Once a buyer picks up, the rep introduces the lead and the call buyer before dropping off the line. Finally, the call buyer then receives the full lead details that were collected by the call center rep in the form of a data lead. Insurance industry consider live transfers to sale insurance, qualify leads and to increase overall sales.

Lead generation in insurance sector with live call transfers -

When marketers think about lead generation, chances are they are thinking about customer acquisition tools like web forms, surveys, social media appeals, and the gamut of other online lead generation tools that have saturated the market over the last several years. While there is no doubt that these tools can be successful in increasing your customer base and boosting your sales program, it is important for marketers to know that online leads are not their only options when it comes to entering into the lead generation space.

Live call transfer leads are a type of lead generation where calls are directed to your insurance sales agents in real-time. This is how it works: Insurance leads are qualified through a number of means (including online), then call centre staff call these leads to begin the conversation and further qualify the prospects. Finally, once the prospect has confirmed their interest, they are transferred directly to your sales staff in real-time to continue that conversation and capitalize on their previously established interest.

In short, when you run a live transfer leads campaign, your sales team can experience an influx of inbound calls consisting of people who are qualified, interested, and have already begun the conversation.

Now when it comes to live transfers, there are 3 significant reasons why insurance companies should run these campaigns through a professional contact center

1. They are immediate

One of the golden rules of online lead generation is to capitalize on your leads while they are “hot”. This can be difficult because if you do not have the right balance of leads coming in and sales agents to manage those leads, the downtime between acquisition and follow-up will be significant. Live call transfer leads take this component out of the equation, as leads are transferred immediately to your sales team during business hours for them to convert into instant sales.

2. Guaranteed interest

It goes without saying that qualified leads will have an interest in learning more about your product or service. What is important to recognize, however, is that these leads will be in the right frame of mind when they connect with your sales team and be ready and open to discussing how your organization can help them to address their needs.

3. Leads are pre-qualified

Qualifying leads is so important to the lead generation process. Not only will it save your sales team from having to filter through individuals who do not qualify for your particular offering, but it will also help you build a stronger list of potential prospects.

While web forms, surveys, and social media campaigns are all great ways to qualify leads in an increasingly digital age, no method will allow prospects to be more thoroughly qualified than a conversation with that individual about their background, their needs, and their level of interest in your product or service. Using live call transfer lead generation can increase the likelihood that the leads coming through to you are of the highest quality.

The banking industry has gone through some very rough years, starting back as early as 2007, and it will continue to encounter considerable uphill battles over the unforeseeable future. Many of its challenges resulted from banks’ own actions, regulatory gaps and market pressures, and they were then perpetuated by other world events. Regardless of the drivers, banking will never be what it once was – and that’s not necessarily a bad thing. The bottom line is that the banking industry will evolve in a dramatically different manner.

Those banks that survived and are in the recovery phase will be taking time to evaluate their market positioning, customer segmentation models, product mixes and risk models for each of their businesses. Banking executives are looking for new ideas from their business leaders, analysts, employees and business partners. Senior level leaders who have historically not been open to talking about their challenges and goals are now becoming much more approachable. They are willing to share insights and strategy with those who can help them move their companies back into success positions.

Major banking BPO services mix

Services outsourced in the banking industry mainly cater to the segments like retail banking, mortgages, brokerage, cards and payments, asset management and research and analytics. These functions comprise the core solutions of any bank. Focus on these services will improve a bank’s customer service, hasten the speed to market time and improve its core banking product capabilities.

Five main categories of outsourced core banking solutions:

1. Retail Banking – This forms the bulk of the core banking services with a high involvement of customer interaction. Popular services include customer acquisition, bill payment, contact center services and account management. The recent financial crisis has brought in a high demand for regulatory control and management services. Risk management services help address strategic issues such as loss forecasting, Basel II readiness, riskbased capital allocation and pricing
2. Mortgages – The post-economic crisis business environment has significantly changed the mortgage business with the focus on revenue generation while adhering to all governmental regulations. Key services within this domain include origination and closure, and more recently, reverse mortgages. The recent increase in housing demand has driven intensified importance of mortgage-related services such as underwriting
3. Cards and Payments – Cards have now become the primary payment instrument globally. This has resulted in increased complexity for card businesses. The associated services deal with handling customer card enquires and promotions. Market saturation has resulted in a high degree of cross-selling, while maintaining focus on issues including data security, customer privacy and transaction speed
4. Asset Management – Banks that handle asset finance operate in a high-growth, high-risk operating environment with significant pressure on interest rate spreads. Services such as fund accounting and capital expenditure are increasingly outsourced to increase the flexibility of and improve customer satisfaction for these financial institutions
5. Brokerage – Brokerage services such as account setup, maintenance and advisor support, along with portfolio administration, are outsourced to help banks create better customer solutions and realize optimal operating models

Call centre chat support is the most common customer service provided by the call centre or BPO sector that offers assistance to their customers by using mapping applications or through the online chatbot. Chat support allows the call centre customers to receive an instant response from the company without having to talk on the phone at their convenience. Chat support is being delivered by live agents or through artificial intelligence, that not only provides traditional customer service but also delivers enhanced services such as voice or email.

Companies that provide chat support through live agents, their customers can get the real response along with human connection and empathy which helps in providing a stronger connection between the agent and the customer. While those call centres that provide chat support through chatbot, help in providing a 24/7 service to their customers in resolving their issues at any time of the day or night.

It has been observed that chat support to customers through live agents generates about 73% of satisfaction as compared to 44% and 61% satisfaction on the phone and email respectively and nowadays, customers mostly prefer call centre or the BPO which provides them with the live chat support.
Reasons why customers prefer chat support instead of a phone call-

● It connects the customer with an agent instantly- as there is no need to dial the number and wait for the call to get connected and will get a chance to talk to the agent.
● It allows customers to carry out multi-tasking- most of the customers like chat support as it provides this greatest benefit. Even if one has to wait for some time, the customer can do some other work in the meantime.
● Waiting time is negligible- through chat support, the customer will get an instant response from the agent and they don't have to wait for hours on their end for their queries to be answered.
● It saves customer time- as the agent responds to the customer query instantly and resolved their issues, hence it saves a lot of time both for the customer and the call centre thereby helping in increasing the productivity in the same amount of time.
● Chat support builds long-term relationships- as it takes a few minutes to respond to the customer, thereby providing a better customer experience and building a long-lasting relationship between the call centre and the customer.
Hence to sum up, in this digital world, chat support plays an important role in enhancing the call centre business and in providing customer satisfaction and hence turning out to be beneficial for both the customer and the BPO sector.

The call center is one such place that provides direct communication between the customer and the agency for resolving the problems highlighted by the customer. Mostly call center works through scripts to provide the desired information and help to resolve the issues.
So, the call center script is a well-formulated paper that helps the people working in a call center to better communicate with customers by reducing errors and providing solutions for various issues. Hence, the script will act as a roadmap for the agent to provide the customer with the solutions approved by the company.
How to utilize the call center script for best practice –

1. Read, read and re-read your scripts- mostly customers and clients do not like scripted information. So, whenever the agent is communicating with the client or resolving any issue through the call center or BPO, it should look natural. Hence, the agent should read the script carefully and understand it from the client's point of view so that script should sound positive and should not be disappointing.
2. Plan for every eventuality- the script should be such that it should be able to respond to every type of call the agent is getting in a call center or BPO. There should be different lines for different scripts so that the agent can understand and consider what to say to the customer.
3. Don't overcomplicate things- as said script should be fully prepared but it should not be complicated, lengthy, and difficult to understand for the agent.
4. Put yourself in your client’s shoes- the script should be such that it provides all the answers needed by the customer and should turn out to be helpful to them. The agent should understand the client and his/her needs and the reason for the call.
5. Handling the basics- the agent should be able to understand the client inside-out while communicating with them and this cannot be done if the script is not basic. So, whenever communicating with the client address them with their names and make them feel belonged.
6. Create a clear call-to-action - agent communication with the client should be such that every time the customer calls it should feel more personal and belonged and it should look like an adventure to them.
7. Know what not to script – the agent should always need to know their opening and closing lines and what not to say.
   Writing scripts for call center is always a difficult task but if written carefully, simplifying all the points and understood thoroughly by the agent can turn out to be a good asset for the company and in satisfying the client.

Accounts receivable signifies the amount of money that the customer owes to the company. These can be considered as the online credits that a customer spent and will later be obliged to return. It is one of the crucial domains to enhance customer satisfaction. The whole process of accounts receivable can be explained into following steps;
• The first step is to set credit practices that are taken under the AR process of the customer. Providing too much extension to the credit can create issues later at the time of repayment. That’s why the company needs to make sure that there is a maximum credit score limit. Implementing a credit rating system will also help in looking into the credit score of the customer before providing them with the borrowing opportunity. Anyone with a bad credit score will not be eligible for this offering.
• Next comes invoicing. This step requires a lot of communication. This surrounds your relationship with your customers. An invoice is a statement declaring the foxed numbers to your customers. Invoices summarise the products and their selling units to the customer.
• After that, the process of tracking the accounts receivable comes. For repayment, this step is very crucial. This step involves all the payment or due payment receipts to ensure the timely processing of the credits. Unpaid payments receive accounts receivable ledger under this step. Various software like QuickBooks is used for tracking the accounts receivable. Such software generates a report which notifies about due invoices and the amount of payment. There are also other options to track your accounts receivable like specific tracking templates. You can create such spreadsheets in Microsoft Excel.
• The last step is accounting. Accounts receivables make an important part of the financial statement. This makes it crucial that you add them correctly in the financial statements. For this purpose, you will need to make sure that your accounts receivables and invoices have been tallied and added to the statements. You can do accounting either by cash-basis or by accrual-basis.
40% of small businesses notified that their enhancing their customer services played a great part in enhancing their revenue. Accounts receivable is one of those steps which enhance customer satisfaction. For faster recovery of your accounts receivable, you can take various steps like applying late charges, rewards for early payment, forming credit policies, etc. Managing accounts receivable is crucial for maintaining the fund flow also.

Telesales and telemarketing are quite similar yet quite distinctive from each other. Telesales is the art of selling goods to people by communicating through phones. It is pursuing people to buy a certain product by telling them about the product through a phone call. The people are considered as potential customers who can buy the product or the service.
The call representative in this becomes a salesman. He or she needs to have strong communication skills along with strong pursuing skills. For telesales, communications and sales both need to have a strong impact on a person. The tone of the communication is maintained to be informative, persuasive, and advisory. The call representative or the telesales men or women needs to be friendly and supportive.
Telemarketing on the other hand is solely based on increasing the reach of the product. However, it also considers converting more sales but it is the secondary motive on a fundamental level. Telemarketing focuses on building leads while telesales is focused on building sales. Telesales in call centers is an old concept.
In telemarketing, the agent does not necessarily create sales. But he or she focuses on creating new opportunities for sales. It can indirect as well as direct.
Concept of telemarketing
As discussed above, it is about creating opportunities rather than creating sales. Telemarketers try to increase their brand reach and visibility through phone calls. Various organizations have separate call centers for the same purpose. The concept of telemarketing works on a few main criteria which are;
• The main focus of telemarketing is to create interest in the brand. This can be done by specifying the profitable characteristics or by mentioning the problem-solving aspects of the product or service.
• Next is one of the very crucial steps which is recognizing the leads for sales. Leads and sales can be two different entities if considered in different scenarios. That’s why it is worth mentioning that telemarketing creates leads while telesales creates sales.
• Next is extracting information from the current customers regarding the new trends. Any trend or hotspot wave can affect the product in various ways. So marketing also considers detecting the changes in the current market space of the brand. Telemarketing comes as an amazing tool for this purpose.
• Last but not least is extracting customer feedback. Along with it, providing new information to the people is also included in it.

Insurance companies continue to face intense pressure to improve performance, increase profitability, deliver superior customer service, and increase shareholder returns. In recent years, Business Process Management (BPM) has emerged as a proven technology that helps insurers meet these business objectives and gain competitive advantage. Following are some of the key advantages delivered by BPM for insurance companies.
Benefits

1. Improve profitability & lower expense ratios : Process automation leads to significant cost savings due to reduction in manual effort, elimination of unnecessary tasks, and so an overall increase in operational efficiencies. BPM deployed on an enterprise-wide scale helps companies increase profits and improve their business performance, thus making them potential candidates for better financial ratings.
2. Improve customer service and agent management: BPM allows insurance companies to automate flow of information, notifications, and alerts with agents and customers, thus allowing better and more up-to-date access to information. BPM speeds up processes, reduces lag time, and ensures that tasks do not fall through the cracks.
3. Deliver superior underwriting results: BPM makes it possible for insurance companies to standardize on a common underwriting process. Each division can use different rules but access the common process, thus allowing for better control and monitoring. Underwriting personnel can concentrate on knowledge-based functions of their roles and return better results
4. Increase productivity: BPM enables seamless integration of workflow tasks with back-end systems, thus removing the need for mundane tasks such as manual reconciliation, visual data verification, and typing-based data entry. Process automation and integration also improves the agents’ productivity, giving them another reason to align with a carrier besides price or increased commissions.
5. Create system and process flexibility and agility: BPM allows companies to respond quickly to changes in business demand, new opportunities, and regulatory requirements
6. Create process transparency and integrity: BPM starts with the documentation and formalization of business tasks and rules, thus reducing dependence on a few, key employees. Key business rules or decisions can be made consistent and repetitive by specifying them in the processes, thus enforcing policies and procedures. For publicly traded companies, this is a key control mandated by the Sarbanes-Oxley legislation.
7. Enable continuous process improvement: BPM allows processes and rules to be optimized because they can be monitored and refined, thus leading to improvement in competitive advantage. This is not possible when processes are manual
8. Align IT execution with business strategy: BPM helps create a partnership between business and IT. Business users, analysts, and IT staff can work collaboratively to define requirements and implement processes that are critical to the business success. IT becomes more responsive to business needs by deploying and changing processes very rapidly, while facilitating a Service Oriented Architecture (SOA) approach to enterprise IT.

As businesses expand their market overseas, the need for a reliable and competent outsourcing partner is essential in the path of their growth. From customer care support to data entry services, the BPM companies have become the lifeline of every company irrespective of their sizes. However, the demand for outsourcing has been immensely increased over the decade that led to the growth of a multitude of BPO service providers. With the variety of options available for BPO agencies, it is crucial to choose the right service provider for the company.
For a company to thrive in the global market, it should maintain a smooth and manageable workflow for its completion of essential tasks. The main point that needs to be focused on is a better utilization of resources. The solution lies in delegating the back-office functions to a service provider that is pro in these tasks. One of the biggest benefits of hiring a BPO is that a company can streamline various office functions at a time. Outsourcing is way better than appointing an in-house team for conducting these tasks. It is not only time-consuming but also huge capital investment is incurred in the process. Hence, it is very important to research beforehand while choosing a BPO service provider for a company.

1. Experience
   It is very essential to choose a firm that comes with a hefty experience. An experienced BPO service provider will have domain expertise and the knowledge to deal with challenging situations in the business processes like data entry and other business functions. The experience of the firm also helps them to provide a competitive edge in the market over other companies that offer similar services.
2. Security
   Data security is the most vital aspect to consider while selecting a BPO partner. While outsourcing, a company shares much sensitive information with the third-party service provider. Hence, it is very important to check whether the company has top-notch security policies like a non-disclosure agreement, strict service level agreement, etc. The companies must ensure that the outsourcing agency must have the latest cybersecurity devices that measure data security.
3. Strength of the Firm
   One of the important reasons for consideration while choosing a BPO service provider is the availability of skilled resources. The outsourcing firm should have qualified professionals for delivering the work on time. Always check the resources before selecting any firm for outsourcing.
4. Technology
   The intervention of the latest technology is proven to improve the efficiency and productivity of the BPO service provider. Make sure that if the firm is not using the latest technologies but the technologies must be relevant to the business process they are working on. A BPO company can be more successful when its integrated approach will work holistically in its every office function.
5. Scalability
   A scalable BPO service provider is important in terms of facilities and resource strength. In the lean season, scalability is important to cater the desired products to the clients without increasing the different overheads to the business. Every company should choose a scalable outsourcing partner while expecting a better commitment towards the outsourced business activities.
6. Infrastructure
   A good infrastructure is indeed an essential factor for a BPO service provider for setting up their exclusive teams and the equipment. Infrastructure like high-speed internet, phone connectivity, hardware, software, etc. is required for the smooth operations of their workflow. The importance of infrastructure is directly related to the smooth delivery of BPO services.
7. Quality Assurance
   Quality assurance is the most important aspect that needs to be considered while selecting a BPO service provider for a company. Quality of data shared by the companies is essential as companies rely on the data for many critical decision-making processes. Hence, the outsourcing company needs to follow strict quality assurance while strictly adhering to data breach policies.