The One Metric SMEs Should Be Aware of About BPO Philippines

How BPO Philippines improve this metric for SMEs

BPO Philippines offers multi-discipline strategies to improve businesses’ Net Promoter Score (NPS). 

For SMEs and whatever industry they are in, NPS is critical for their operations and business management’s tactical and strategic aspects. 

What is Net Promoter Score (NPS)

This is the gold-standard metric for measuring customer experience and assessing customer loyalty. Often, it takes the form of a single-question survey that customers take after contacting your business call center. 

BPO companies in the Philippines do this via various means. These are the following:

• Phone
• Email
• Social media
• Live chat

Your customers then answer questions like, “On a scale of 0-10, how likely are you to recommend the company or agent you spoke with to a colleague or friend? Why?”

This question results in quantitative results that differ into two:

0 means the customer is extremely unlikely to recommend the company/brand

Ten extremely likely to recommend the company/brand to peers

The score is then divided into three:

1. Detractors (0-6) or the Unhappy Customers

These are the customers who can damage your brand. They are not happy with your product and have a history of at least one complaint with your business. 

These are the types of customers who rant about your service or product on social media. They do not always stay as detractors, though; with proper marketing messaging, you can strive to at least make them Passive.

2. Passives (7-8) the Unenthusiastic If Satisfied Customers

These customers will be highly likely to leave your brand or company when they see a better offer. You often satisfy them with your products or services but that doesn’t mean they are loyalists. 

This is because these customers are often on the lookout for something better. You should never take them for granted and think that they will stay with your business.

3. Promoters (9-10) the Loyal Customers

These customers are extremely happy with your business and are most likely to purchase from your brand again. They also recommend your products or services to peers and family and defend you from critics. 

This is the most coveted group of customers for any business, and NPS helps you to identify among the rest. 

How is NPS Calculated?

BPO Philippines can calculate your company’s NPS using the following steps:

1. Add the number of Detractors, Passives, and Promoters (D + Pa + Pr)
2. Calculate the percentage of each group by dividing each group’s total by the TOTAL number of survey responses
3. Subtract the percentage of total detractors from the percentage of total promoters. Get the value of NPS

For this example, you receive 100 survey responses with the following values for D, Pa, and Pr:

• 10 Detractors (D) – 10%
• 30 Passives (Pa) – 30%
• 60 Promoters (Pr) – 60%

NPS (60% Pr – 10 D) = 50

How do companies that outsource to the Philippines leverage NPS to drive growth?

NPS is considered relatively straightforward. This provides insights into whether your customers are satisfied, or they are not. Its perceived simplicity does not mean it is not important. 

NPS provides vital insights in the context of Customer Satisfaction (CSAT) and Customer Effort Score (CES). What are these two?

• CSAT measures how products, services, and customer experiences meet or exceed customer expectations
• CES is a customer experience survey metric that allows companies to analyze the ease of customer interactions and resolutions during a request

Why is NPS among the popular customer survey metrics? This is due to the following:

• Simplicity
• Customers can answer quickly
• Companies can easily track and understand their responses

For business internal management, NPS is useful for the following reasons:

• Establish benchmarks
• Create employee incentives
• Predict future gains or losses
• Hone strategies like word-of-mouth marketing

BPO companies in Metro Manila that deliver your NPS survey results among other metrics provide you with the best way to get customer reviews. As well as testimonials. These testimonials often influence the buyer in their purchasing behavior. 

Good numbers that support the advantages of NPS for your business are the following:

• 92% of customers read online reviews before making a purchase
• 70% of people trust reviews and recommendations
• 88% of people trust online testimonials and recommendations 
• 97% of B2B customers consider testimonials and peer review content as the most reliable type of content
• There is a 380% increase in conversion for expensive products when testimonials are listed
• There is a 45% increase in traffic for businesses that use testimonials

What is considered a good NPS for outsourcing companies in the Philippines

For a contact center based in BPO Manila, Philippines, any score over 50 is considered good. This means you have at least 50% more Promoters than Detractors. But knowing the score is only the first step. The most important factor of NPS is the “why?”. 

Your customer’s answer to the “why?” question gives you far more actionable insights into what your business is doing well and how you can improve. This also takes you from scores to behaviors, which are key elements to implementing effective changes that result in more Promoters.

In a Harvard Business Review 2003 article, they found out that the company’s NPS helps predict the following:

• growth and revenue
• the life of the company
• the overall state of the customer-company relationship

In addition to this, various research study suggests the following benefits of NPS:

• NPS leaders outgrow their competitors by 2.5 times
• A higher NPS correlates with expanded revenue, with NPS leaders expecting 24% of their revenue to come from expansion
• Promoters are 420% more likely to make another purchase
• Promoters are 560% likely to forgive your company or brand after a mistake
• Promoters are 720% more likely to try a new product or service

How does the business process outsourcing industry in the Philippines improve your call center NPS and CX?

BPO Philippines has been proven to provide stellar customer experiences no matter where they are on the globe. That is why many companies, especially SMEs, outsource to the Philippines. 

Here are the key steps BPO companies in Metro Manila can take to improve their NPS as a startup or SME.

1. Measure QA as part of daily operations

BPO companies in the Philippines, study your quantitative and qualitative NPS responses. They can also determine your needed adjustments and identify what those adjustments are. 

They can provide your company with reports that include responses to follow-up and open-ended questions. These give you key drivers directly influencing your company’s NPS score. 

Thus, you can make decisions and adjustments that benefit your in-house employees and customers. BPO Philippines is equipped with a streamlined internal quality assurance process and software. 

This can help you assess every interaction in real time. Identify patterns and trends across your call center to monitor quality and create positive change. 

2. Listen to calls

BPO companies in Metro Manila provide call center managers who routinely listen to recorded interactions that scored well and those that didn’t. This helps identify which customer-centric actions resulted in a positive or negative scenario.

This, in turn, helps you create an outcome-based QA compliance form. This is a checklist to help you evaluate whether call center agents from your BPO in Manila, Philippines, achieve the customer experience outcomes that you want. 

They can help you create an assessment to determine if each call achieves the best outcome for that interaction. 

3. Engage with customers

The business process outsourcing industry in the Philippines helps you engage with Promoters, Detractors, and even Passive. 

This is possible through agents who follow up with your Promoters to thank them for their loyalty and demonstrate your continued commitment to helping them. This is often done via email, text messages, and social media interaction. 

While for your Detractors and Passive, BPO Manila Philippines ensures their strategies are in place to let these customers know that your company is actively working to improve and solve their issues.

4. Identify Poor Performers and Provide Training

NPS does not only provide insights from external factors, such as customers. It also provides a good source for retrospection for your business as this can identify poor-performing agents and act on that feedback.

BPO companies in the Philippines can provide your business with managers committed to regular training, coaching, and advising—factors that are consistent with working in the call center. 

5. Maintains consistent delivery

As the old saying goes, consistency is key. This also applies if you want to improve your NPS and customer experience score. Customers often demand personalized services from call centers in every contact. 

BPO Philippines helps you define what it means to deliver consistent service. This is possible through setting attainable benchmarks that are measurable, translatable, and shareable. 

These often include client retention, staff churn, first-contact resolution rate, response time, CSAT, and, of course, NPS. 

Magellan Solutions is a key player in BPO Philippines that is SME-focused

We have 18 years in the business, which enables us to focus on key metrics when delivering our call center solutions. Among them is to improve your NPS alongside other metrics to ensure we provide the best CX for your coveted consumers.

Magellan Solutions employs the best manpower in the country, and they understand your business and your customers’ pain points. We ensure our call center managers are here to address and solve each problem that bugs your customers.

We also use the best CRM tools to ensure our services are streamlined at their peak. Our infrastructure is here to support whatever your requirements are.

We protect your data and information with the best security protocols as we are ISO 27001-certified and HIPAA-compliant.

Contact us today and let us improve your business contact solutions experience. Let our business development managers help you create the best call center solutions. Fill out the form below!