Offshore BPO - English Writing Software Helps Improve Your Customer Service

Offshore Business Process Outsourcing (BPO) has seen tremendous growth over the last five years; a trend that is predicted to continue. By some estimates, yearly growth of up to 50% is expected for several years to come. With savings of 15-60% compared with keeping in-house departments, offshore BPO is clearly an attractive option for all businesses seeking to succeed in a competitive marketplace. While the first big offshore BPO boom centered on IT outsourcing, particularly to India, businesses today are moving "front office" functions offshore, including sales, marketing and customer service.

"Invest where you get maximum returns, source talent from where it is best available, produce where it's most cost-effective, and sell where the markets are, without being constrained by national boundaries," N. R. Narayana Murthy, chairman of Indian outsourcing company Infosys, said recently. While the model Murthy outlines here is a blueprint for a profit-maximized business, several large US firms jumped onto front office BPO early, and felt the bite in the form of loss of reputation amongst US consumers. Public perception was affected by a perceived drop in the quality of service, and some large organizations even changed their strategies in response to public reaction, bringing their customer service departments back to US shores. It was a sharp reminder that consumer satisfaction is vital to profitability.

One of the positive effects of the Web 2.0 paradigm for front office BPO is the shift to a heavily text-based communication experience. Businesses have been involved in this from the beginning, making use of company forums, blogs, live chat support, online support forms, and e-mail support. With text-based and web-based solutions becoming the norm for customer service and service, the way is paved for more successful and sustainable offshore customer service solutions.

Amit Greener, VP Marketing at WhiteSmoke Writing Software, says: "Businesses need to make the most of global opportunities, and the well-educated English speaking populations of India and the Philippines, for instance, are a great resource for customer service solutions. The early consumer backlash against offshore customer service outsourcing was based on a drop in the quality of communication. However, text-based support systems, in combination with WhiteSmoke, allow us to overcome this problem. WhiteSmoke provides a unique solution by improving written correspondence to the level and style of native US English."

For more information on WhiteSmoke English writing solutions for business, visit:
http://www.whitesmoke.com/landing_flash/grammar.html?d=1&a=24&r=1285