BPO glossary

A 1099 employee is a self-employed individual who provides services to clients and receives a Form 1099-MISC from their clients to report their earnings to the IRS.

Accounting Outsourcing is outsourcing services to a third-party provider with a talent pool of qualified candidates who are well-versed in accounting principles, able to work comfortably with numbers, can adapt to a fast-paced work environment, have excellent accuracy, attention to detail, planning and organizational and communication skills.

Agents in a call center directly interact with of customers and provide customer service through preferred communication channels such as calls, emails, messaging or social media.

Appointment Setting is scheduling corporate meetings and appointments of C-suite teams.

Average Handling Time is a measure of the length of time it takes for a customer service outsourcing agent to handle a transaction from start to finish.

B2B Telemarketing is interacting with and pitching products or services to other businesses.

B2C Telemarketing is a type of telemarketing that also works in the same way as the other types of telemarketing, which is reaching out and pitching to create interest.

Back office support is the term for business process functions that complement front office functions.

Back-office support staff perform various administrative tasks that support the insurance operations.

The Blended Call Center is a type of call center that provides both outbound and inbound services.

Bookkeeping is a common Accounting function which can be outsourced offshore.

Business Intelligence is the process of leveraging data tools and infrastructure through techniques such as business analytics, data mining, data visualization for actionable and data-driven insights.

Business Process Outsourcing or BPO is a rapidly growing subsection of the outsourcing industry.

Call Centers are the first point of contact of customers and its workforce should provide responsive 24/7 customer service support.

Most providers need to meet call quotas. The Calls Handled metric shows the volume of calls an agent has made in a particular timeframe.

Channels are avenues for customer interaction and communication.

A Chatbot is a software that provides intelligent, algorithm-based, automated responses to customers.

Chat Support is part of the customer experience journey and customer service support wherein 24/7 real-time messaging support via pop-up messages or chat box functions in a company website is provided by customer service representatives.

Outsourced Claims Processors review insurance claims submitted by individuals or businesses, verify the claims information indicated, calculate and process claims payments and determine the coverage and eligibility for claims based on policy terms and conditions.

Clerks are responsible for managing case files, which may include organizing documents, maintaining case calendars, and tracking deadlines.

The client has the option for final interview of the employee to make the final decision.

Cloud-based outsourcing is the process of outsourcing services available and accessible in a cloud computing infrastructure.

Telemarketing is used in the same context or definition as outbound calling, also called “cold calling”.

Compliance is a set of standards and regulations that is required in a call center.

Content creation is the conceptualization and creation of visual and written content.

Content Moderators set up community guidelines and are responsible in the management of engagements and discussions and makes sure that all engagements meet community rules and guidelines.

Content writing outsourcing in the Philippines is a popular practice for businesses seeking to create high-quality content for their websites, blogs, social media, and other digital platforms.

The definition of cosourcing is having internal and external staff working together to complete the activities necessary to run a business.

Customer Experience (CX) is the overall experience and perception of customers of a brand.

Customer Satisfaction (CSAT) is a measure of customer experience that illustrates how satisfied a customer is with product offers, services, and customer service.

Customer Service is the direct involvement and assistance provided by a business to customers on their concerns at each point of the customer journey.

Businesses can delegate the first point of contact of customers to a customer service representative to manage both outbound and inbound phone calls, and other functions such as answering customers’ claim status updates, premium payments, and general insurance-related queries, and helping policy holders with policy information.

Customer Support Associates are the first point of contact for customers, managing inbound and outbound calls, assisting customers through their preferred channels such as calls, emails, messaging or social media, and resolving issues to maintain customer satisfaction.

Data entry operators are responsible for accurately entering and updating data into insurance systems.

Data Entry Outsourcing is the process of assigning the Data Entry function to an external third-party provider.

Data Entry Specialists file accurate and updated data that are easily to access in a database, meeting large volumes of data entry in a timely and systematic manner.

Dedicated Employee Model is a chat outsourcing model where businesses receive real-time live chat support from a dedicated outsourced Live Chat agent or team of agents who manage and handle all incoming messages relating to products or services.

Dedicated outsourcing services is a business model where an outsourcing provider offers specialized services or functions to a client on long-term projects that require constant monitoring or updates.

Digital Transformation is leveraging digital technology to improve existing business processes and adopt new ones.

The discovery phase is arguably the most important part in the outsourcing process.

E-commerce outsourcing in the Philippines is a popular practice for businesses seeking to expand their online presence and improve their e-commerce operations.

An employer of record is a third-party company that manages administrative and legal responsibilities of employing workers, such as payroll, taxes, and compliance, on behalf of a client company.

In the Philippines, an Employer of Record (EOR) is a company that provides employer services to businesses who want to hire staff in the Philippines.

An Entrepreneur is a term used to describe a person who identifies a job to be done in the marketplace and works to build a business to do that job.

The Evaluation, Management, Improvement Phase is the final phase: it starts when the Connext employee starts working and continues for the duration of the client’s partnership with Connext.

The Form W-2 is a tax form used by employers to report the wages, tips, and other compensation paid to employees, as well as the taxes withheld from their paychecks, to the Internal Revenue Service (IRS).

The Form W8-BEN is a tax form used by non-US individuals or entities who receive income from US sources, such as royalties or dividends, to claim exemption or a reduced rate of tax withholding.

A Form W9 is a tax form used by freelancers, independent contractors, and other self-employed individuals to provide their taxpayer identification number (TIN) to clients who may need to report payments to the IRS.

Front Office outsourcing is a type of business process outsourcing that involves delegating services that directly assist customers at every point in the buyer journey.

A full time employee (FTE) is a term used to describe a team member who works the number of hours per week that a business considers full time.

Healthcare outsourcing is the practice of healthcare organizations outsourcing services, particularly non-core business functions, to third-party providers.

Issue resolution matters as much as the quality of customer service.

Help desk outsourcing in the Philippines is a popular practice for businesses seeking to provide efficient and effective customer support services to their clients.

Help Desk Support specialists respond to customer queries and resolves customer service to IT related issues quickly across any application, device, or channel.

The Health Insurance Portability and Accountability Act (HIPAA) Compliance is a standard set by the HIPAA for protecting patient data.

Outsourcing to the Philippines grants businesses technical expertise in human resources with a talent pool knowledgeable in functions such as HR compliance, recruitment and selection, training, employee relations, employee engagement, payroll processing, and performance management.

Impact Sourcing is a socially responsible hiring strategy used by businesses to bring disadvantaged or marginalized communities into the global economy.

In Inbound Telemarketing, customers receive incoming calls from customers.

An independent contractor is a self-employed individual or business entity that provides services to clients under a contract or agreement.

India and the Philippines are two of the most popular outsourcing destinations in the world.

These professionals have in-depth knowledge of insurance processes, rules, regulations, and best practices.

The Interactive Voice Response (IVR) is an automated phone system technology that helps customers resolve basic concerns through preprogrammed voice responses and routes more complex calls to agents or technical experts.

An international employer of record is a third-party company that manages the administrative and legal responsibilities of employing workers in a foreign country on behalf of a client company, including compliance with local labor laws, taxes, and regulations.

Outsourced Invoice Upload Specialists provide timely and diligent collection of provider data in invoices and reports and uploading of these reports into the system for processing.

IT Support personnel assist and resolve both client and employee-related troubleshooting queries, from technical to process queries.

Key performance indicators (KPIs) are specific and well-defined measures of performance of defined objectives within a corresponding period of time.

Knowledge process outsourcing (KPO) in the Philippines is a popular practice for businesses seeking to outsource complex and knowledge-intensive processes to a skilled and experienced workforce.

One of the commonly outsourced functions in Business Process Outsourcing, Lead generation is identifying qualified customers through research and list building.

Legal practices face common challenges in the legal industry such as streamlining processes while being able to extend legal capacity by providing quality administrative support and respond to clients promptly.

Effective customer service can translate to potential conversions, customer loyalty and retention.

Live Chat Outsourcing is the process of assigning the Live Chat service support function to an external party provider.

Managed Services is an outsourcing option where you outsource a broader scope of business processes.

Manufacturing outsourcing, also called Contract Manufacturing, is a widely known type of business process outsourcing that has been around as early as the 19th century.

Market research is providing buyer or competitor research aimed at collating customer, business, competitor and market insights, and buyer needs and preferences.

Medical Billing is a Healthcare function of reaching out to respective insurance companies via inbound and outbound calling for collecting payments.

Medical Revenue Cycle Management starts when a patient makes an appointment or visits a clinic.

Mortgage Processing is the process of documents collection, analysis and evaluation, and processing of loan applications of the borrower.

A multichannel support has customer service outsourcing agents who providing support across multiple customer communication channels.

Nearshore Outsourcing is when a business decides to outsource to a provider located in a neighboring country.

The Net Promoter Score is a common customer service outsourcing metric.

Offshore Outsourcing is when a business decides to outsource to a provider located in a different country.

Search Engine Optimization (SEO) is the practice of optimizing content for the purpose of improving search rankings organically.

Offshore Staffing is the process of businesses hiring, building, and managing a dedicated team or staff through an outsourcing partner located outside a company’s geographical location to support business processes.

Offshore staffing is the process of hiring, building, and managing a dedicated team or staff through an external or third-party service provider located outside of a country’s area of operations to support business processes.

Business owners partner with offshoring providers in the Philippines who primarily provide business solutions with a reduced cost structure, allowing clients to save time and money and focus on their internal employees and customers.

Omnichannel Customer Service is a type of customer service support that enables agility and consistent customer experience through integrating channels within a single database.

Omnichannel Support is delivering customer service across all communication channels.

Onboarding encompasses everything that we do at Connext to ensure that your outsourcing experience is great from the start.

Onshore Outsourcing this is when a business decides to outsource to a provider located the same country.

In an Operations Interview, the employee has standardized interview with Connext operations manager to assess overall proficiency and fit.

Order Payment and Processing is an inbound customer service where outsourcing specialists can assist incoming calls from customers in need of support in order completion.

In Customer Service Outsourcing, Back-office Support Specialists can assist customers on payments and order processing concerns.

In an Outbound call center, customer service outsourcing specialists make the calls to customers and initiate contact for the purpose of growing the customer base.

Outbound Telemarketing is pitching to customers.

Outsourcing digital marketing services to the Philippines is a popular practice for businesses seeking to expand their online presence and improve their marketing strategies.

Outsourcing sales to the Philippines is a popular practice for businesses seeking to expand their sales efforts while minimizing costs.

Outsourcing transcription services to the Philippines can be a cost-effective option for businesses that require high-quality transcription services.

To outsource, according to Merriam-Webster, is to procure something such as goods or services, using outside sources, especially, but not necessarily, from non-union or foreign entities.

Paralegals may assist attorneys with trials by organizing and managing case materials, drafting and filing documents with the court, and preparing witnesses for testimony.

Payroll outsourcing to the Philippines is the practice of hiring an external service provider to manage an organization’s payroll processing and related tasks, such as calculating employee salaries and benefits, deducting taxes, and generating payslips.

Payroll outsourcing to the Philippines is a popular practice for businesses seeking to simplify their payroll processes and reduce costs.

Payroll Processing is one function businesses can outsource where an Outsourced Payroll Specialist manages payroll transactions and establishes an effective payroll procedure for a company.

Payment Card Industry Data Security Standard (PCI) Compliance is one of the data security requirements that businesses look for in a third-party outsourcing provider.

Per Resolution Model is a chat outsourcing model where Live chat agents charge a fee per resolution or ticket handled.

The Philippines has a 13th Month Pay benefit, a mandatory benefit given to employees in the Philippines, equivalent to one-twelfth of their total basic salary earned in a calendar year.

Night differential is an additional pay given to employees who work at night, usually between 10pm to 6am, in the Philippines.

A Professional Employer Organization (PEO) in the Philippines provides a range of HR services to other businesses, including managing payroll, benefits, and other administrative tasks related to employment.

Policy administrators manage the administration and maintenance of insurance policies, from managing policies from start to finish, including policy setup, underwriting, to issuing.

Productivity is the most important measure for any employee.

Professional Employer Organizations (PEOs) are companies that provide human resources, payroll, and benefits administration services to client companies, while also taking on certain legal and administrative responsibilities as the employer of record.

Professional Employment Organizations (PEOs) are companies that provide human resources, payroll, and benefits administration services to client companies, while also taking on certain legal and administrative responsibilities as the employer of record.

The Professional Outsourcing option allows clients to outsource experienced professionals required by the project.

The Project-Based model is when the outsourced software development team handles the management and deployment of the product.

Project Managers keep clients in the loop with scheduled process updates from initial project development to implementation to ensure the project adheres to the client’s scope, resources and materials, budget, and timeline.

Property Management Outsourcing is contracting property management services to a third-party provider to handle different aspects of the business, such as maintenance calls, property listings, application requests, scheduled viewings, and outbound calling services.

Quality is self-explanatory but requires some thought to use as a management tool.

Quality Assurance Analysts is a professional who ensure operations meet the required performance standards, identify areas for improvement, and ensure compliance with industry standards.

Real estate outsourcing in the Philippines is a popular practice for businesses seeking to streamline their operations, reduce costs, and improve efficiency.

Recruiting Phase is the second phase in the process in the Connext Process.

A revenue operations consultant is hired to optimize spend on aspects that can increase the revenue of a company.

Robotic Process Automation is an intelligent software technology that executes and automates business processes and tasks by capturing, interpreting, emulating and integrating the actions of a human interacting within digital systems.

Outsourced Sales Support provide outbound calling services to qualified leads.

SEO outsourcing in the Philippines is a popular practice for businesses seeking to improve their website’s search engine rankings and increase online visibility.

Partner delivers a service to the client, billed on a per unit basis.

A service delivery manager acts as the dedicated point of contact of the client and is responsible in overseeing and managing the daily operations of the offshore team.

You can delegate customer support to Service Desk Specialists to handle customer-facing requests, inbound calls regarding concerns and issue resolutions such as technical solution implementations, subscriptions, software systems and program configurations.

The Service Level Agreement (SLA) is the contract enumerating the agreement, scope of services, and responsibilities agreed upon between a service provider and the client.

SOC 2 is a detailed audit report that provides information on and certifies an organizations security, availability, processing, integrity, confidentiality, and privacy controls.

Software Developers provide technical support, identify key product features, and work with your in-house software development team and other software experts to set specifications for new software and design and build it to those specifications.

Partner provides staff that work under direction of the client, billed on an hourly or FTE basis.

Staff Leasing in the Philippines, also known as “outsourcing” or “contract staffing,” is a business practice in which a company hires employees through a third-party provider who then leases the employees to the company for a contracted period of time.

Team leaders provide overall support to their team members.

Technical Issues may still be encountered by customers even after well-designed product deployment, and software QA methodologies.

Telemarketing is the practice of outbound calling, also called “cold calling” and emailing the product and service pitch or offer to prospects and qualified leads.

Transaction Processing is the management of data uploaded in internal processing systems.

Transaction Processors are responsible for reviewing and entering new sales into the internal database.

Underwriting support specialists, or underwriters, are responsible with managing high volume insurance applications.

Utilization is a simple metric that shows how your employees spend their time.

Virtual Assistants provide data entry, back-office and clerical support with minimum supervision, such as responding to administrative inquiries and phone calls, scheduling meetings, managing calendars, making travel plans, issuing invoices, and bookkeeping.

A virtual captive center is a local, third-party vendor, typically located offshore, contracted to provide services and business process support for a company.

A W2 employee is an individual who is employed by a company and receives a Form W-2 at the end of the year to report their earnings and taxes withheld to the IRS.

Web Developers provide website build, innovative design features and website layout.