How to overcome the common challenges of back office outsourcing ?

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More and more companies are turning to back office outsourcing to improve their operational efficiency. However, behind the obvious benefits of this approach lie complex challenges that require a thoughtful, strategic approach. This article examines the nuances of back office outsourcing, highlighting the challenges frequently encountered by companies opting for this route and providing practical and innovative solutions to overcome them.

Understanding the major challenges of back office outsourcing

Back office outsourcing, while promising significant benefits, exposes companies to a complex set of challenges.

Data security risks

In a world where information matters, data protection is becoming a strategic necessity. Outsourcing companies need to choose their partners carefully, giving preference to those with an impeccable reputation for security. Strong data management protocols, regular audits and full transparency on security practices are essential. This is how companies guarantee the security of their sensitive data and safeguard the trust of their customers and partners.

Data security is crucial to the success of outsourcing in today’s climate, where confidentiality is of the utmost importance. Initial investment in reliable partners and robust security protocols generates long-term benefits, ensuring data protection and preserving the company’s reputation.

Communication and Coordination

With globalisation, transparent communication and effective coordination are essential when it comes to back office outsourcing.

Strategies for transparent coordination 

The geographical dispersion of teams, a feature of outsourcing, can complicate information exchange. To overcome these challenges, the integration of advanced communication technologies is essential. Real-time collaboration platforms, project management tools and regular virtual meetings play a crucial role in creating an environment where distance doesn’t lead to isolation.

The crucial role of management

Beyond technology, effective management is the key to successful collaboration. The adoption of good management practices, such as clarifying roles, setting clear objectives and establishing open communication channels, becomes imperative. Making transparency a guiding principle promotes harmonious collaboration, even across divergent time zones.

Quality of service

Operational efficiency remains important, even with the outsourcing of certain back office functions. Maintaining high quality standards requires a proactive approach and a precise definition of quality in the specific context of each company.

Monitoring with Key Performance Indicators (KPIs)

Defining appropriate key performance indicators (KPIs) becomes an essential tool for measuring and maintaining the quality of outsourced operations. These KPIs can include metrics such as on-time delivery, data accuracy, and customer satisfaction, providing precise visibility on performance.

Creating a shared culture of quality

Beyond the numbers, a shared culture of quality between the company and its outsourcing partner is fundamental. Ongoing feedback processes, regular training sessions and open communication on quality expectations help to forge this culture.

Practical solutions to overcome the challenges of back office outsourcing

To overcome the challenges of back office outsourcing, adopt practical solutions to ensure the success and sustainability of your operational strategy. Discover three strategic avenues that have proven effective in resolving the complexities inherent in outsourcing.

Invest in training

Ongoing investment in training is emerging as an effective remedy for potential skills gaps that may arise during outsourcing. By ensuring that outsourced teams are equipped with the necessary skills and are informed of the company’s strategic objectives, an essential synergy is created.

Training should not be seen as an expense, but rather as a strategic investment. Customised training programs, tailored to the specific needs of each project, ensure that outsourced teams evolve in tandem with the company’s changing requirements.

Use project management technology to improve communication and collaboration

Geographical distances shouldn’t be a barrier to seamless communication and effective collaboration. The judicious use of project management tools is an essential solution for overcoming these challenges.

Project management platforms provide a centralised space where internal and external teams can collaborate in real time. Features such as task scheduling, progress tracking and document management help to eliminate distance-related obstacles, promoting fluid coordination.

Establish solid agreements to guarantee data security and service quality

Well-defined contracts and strategic partnerships are essential to any successful outsourcing relationship. These agreements lay the foundations for ensuring data security, maintaining service quality and establishing clear communication.

Specific clauses in contracts can cover aspects such as security protocols, quality obligations, and dispute resolution mechanisms. By establishing partnerships based on transparency and mutual trust, companies can overcome potential challenges before they even arise.

Contact us!

At ProContact, we work closely with you to include this solution in your business strategy. We can offer an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable the companies that choose us to gain credibility and above all to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services, for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

Outsourced surveys: Gathering data for business growth

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Data plays an essential role when it comes to making informed decisions and implementing effective strategies to boost business growth. Outsourced surveys offer a strategic means of gathering this data, providing relevant and actionable information from a variety of sources.

As such, the use of outsourced surveys is a powerful tool for driving business growth. In this article, we’ll explore in depth the benefits and best practices for leveraging this approach, how to ensure confidentiality of the data collected and how to maximise its value, highlighting the positive impact this strategy can have on the development and expansion of your business.

Benefits of outsourced surveys

By outsourcing surveys, companies can benefit from the expertise of specialists in the field and focus on their core competencies, while gaining crucial information to guide their expansion.

  1. Expert knowledge

Outsourcing surveys allows you to benefit from the expertise of seasoned professionals in the field. ProContact’s experts understand the ins and outs of designing relevant questions, collecting reliable data and thoroughly analysing the results. Their know-how helps ensure that surveys are conducted professionally and that the data collected is of the highest quality.

  1. Optimised resources

Surveying can be a time-consuming task, taking up valuable in-house resources. Outsourcing this process enables your company to take the pressure off its teams, who can then concentrate on higher value-added activities. This leads to a more efficient use of resources and a better allocation of staff time and energy.

Best practices for successful outsourced surveys

Discover best practices to ensure the success of your outsourced surveys:

  1. Define clear objectives

Before starting an outsourced survey, it’s essential to clearly define your objectives. What information do you want to obtain? What decisions do you want the data to help you with? With a clear understanding of your objectives, you can shape the survey in a way that elicits the answers you need.

  1. Select the right partner

Look for companies with a solid reputation in the field of research and surveys, such as ProContact. Make sure their methodologies are rigorous and comply with ethical standards. Close collaboration with a reliable partner guarantees quality results.

  1. Customise the survey

Tailor the survey to your industry, target audience and specific objectives. Relevant, well-targeted questions generate valuable data that can guide your strategic decisions.

Ensuring data confidentiality and security

When it comes to collecting and processing sensitive data, confidentiality and security are of utmost importance. Outsourcing surveys does not mean compromising these critical aspects. On the contrary, by choosing your external partner wisely and establishing robust security protocols, you can ensure the protection of confidential information while reaping the benefits of outsourced surveys.

  1. Careful selection of partners

When choosing a service provider to carry out your outsourced surveys, make sure they pay particular attention to data security. Opt for companies that implement advanced security measures, such as data encryption, restricted access to sensitive information and compliance with current confidentiality standards.

  1. Close control and monitoring

Even when outsourcing the investigation process, maintain close control over data management. Establish clear monitoring and auditing protocols to ensure that data is handled in accordance with your requirements and established security standards. Transparency in data management helps build trust and minimise potential risks.

  1. Training and awareness-raising

Raise awareness of the importance of data security among your team and external partners. Organise training sessions to explain best practices for protecting sensitive information and the potential risks associated with breaches of confidentiality. A solid understanding of these issues reinforces vigilance and strengthens the overall security of the process.

Maximising the value of collected data through the outsourced surveys

It’s important to process the data you collect properly, so that you can derive maximum benefit from it to boost your company’s development.

  1. In-depth analysis of results

Once the survey data has been collected, the crucial analysis stage comes into play. This phase enables you to interpret the raw figures and identify significant trends. By outsourcing this analysis, you can benefit from the expertise of data analysts, capable of deciphering the most relevant information. Their insightful interpretation helps you make strategic decisions based on tangible evidence.

  1. Generating actionable insights

Data collected through outsourced surveys contains valuable insights that can reveal opportunities for growth and areas for improvement. The expertise of an external team can help you extract these insights, transform them into concrete actions and integrate them into your overall strategic planning.

Impact of outsourced surveys on company growth

The data collected through outsourced surveys has a direct impact on company growth. It provides actionable information for sound decision-making. This data can guide the development of new products, improve the customer experience, define effective marketing strategies and much more. By using this information wisely, companies can optimise their performance and stand out in today’s competitive business environment.

The crucial role of flexibility

Flexibility is an essential component of any successful outsourced survey strategy. Your business needs evolve over time, and your surveys must be able to adapt to these changes. By working with an external partner, you can adjust your surveys in line with new market trends, customer feedback and changing business objectives. This adaptability ensures that the data collected remains relevant and useful as your business progresses.

Contact us for more information!

At ProContact, we work closely with you to include this solution in your business strategy. We can offer you an unprecedented adaptation of your way of working thanks to resources located elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable the companies that choose us to gain credibility and above all to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of a company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

The best practices to optimise back office operations

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Amidst the daily hustle and bustle of the corporate world, where the focus is often on the front office, the back office plays an understated role in the company’s success. Behind the scenes, it ensures the smooth running of administrative tasks, data management, staff training and many other essential aspects.

As we continue to strive for greater efficiency and productivity, it’s crucial to take a close look at the optimisation of behind-the-scenes activities. This article will guide you through the must-have practices that will streamline your back office operations. Discover how to take your business to new heights of operational efficiency and customer satisfaction.

Automating administrative tasks to optimise back office operations

When it comes to optimising back office operations, it’s a good idea to start by automating administrative tasks.

Identify repetitive processes

Determine which repetitive processes can be streamlined. These tasks, often tedious but crucial, are usually responsible for wasting time and effort. Imagine, for example, manual invoice processing or data entry. These activities, while necessary, can be time-consuming. Make a list of these processes, then rank them according to their impact on the overall efficiency of your back office.

Automation solutions

Once you’ve identified these repetitive processes, explore the automation solutions available. There are lots of tools and software designed to simplify and accelerate these tasks. From workflow management software to intelligent chatbots, the possibilities are numerous. You can automate email management, responses to common customer queries, even document classification.

This automation allows your team to focus on higher value-added tasks, while ensuring greater consistency and accuracy in operations.

Effective data management

Data is a valuable asset for making informed decisions, contributing to your company’s efficiency and profitability.

Collecting, storing and securing data

Collecting, storing and securing data is fundamental to the smooth running of your business. Develop clear procedures for collecting data in a consistent way, such as creating standardised forms, collecting relevant information and implementing quality controls.

To store data, opt for secure cloud storage solutions that offer easy accessibility and enhanced protection against data loss. In addition, make sure you comply with current data protection regulations.

Intelligent use of data to optimise back office activities

Data can provide crucial information for identifying trends, optimising processes and making informed decisions. By analysing data, you can identify areas for improvement, anticipate future needs and tailor your services to meet customer expectations.

Training your staff

To optimise your back office operations, it’s essential to train your team in the most effective methods. Best practice training is not just about acquiring technical skills. It also encompasses an understanding of processes, objectives and the importance of consistency in the back office.

Building skills to optimise back office activities

Building skills is a long-term investment. Encourage your employees’ growth by offering ongoing training and learning opportunities. The more skilled your team, the better able they will be to meet challenges and adapt to technological change.

Further skills development can also boost employee retention, as it shows that you care about their professional growth. A well-trained team is a major asset for a company striving for operational excellence.

Outsourcing back office operations

Process outsourcing, whether for finance, human resources or other administrative functions, offers a number of advantages.

Benefits of outsourcing

It enables your company to concentrate on its core competencies, while leaving the administrative aspects to experts. Outsourcing reduces operational costs and lets you benefit from the expertise of a dedicated team, while avoiding the expense of hiring and training in-house staff to handle tasks not essential to your core business.

Selecting an outsourcing partner

Look for external service providers who understand your needs, share your vision and have a solid reputation in their field. Your outsourcing partner should be able to tailor their services to meet your business needs. Communication, transparency and flexibility are key criteria to consider when selecting a reliable partner.

Optimising the workflow

For efficient and improved workflows, it’s important to identify redundancies and inefficiencies in order to develop tailor-made solutions.

Analysis of existing workflows

To optimise your back office operations, in-depth analysis of your existing workflows is crucial. Start by mapping and evaluating every step of your processes. Identify potential shortcomings, redundancies and inefficiencies so you can tailor solutions to optimise your workflows, such as reallocating resources, revising unnecessary steps or implementing more efficient technologies.

Implementing the optimisation

Once you’ve identified optimization opportunities, draw up a clear action plan for each identified improvement. Make sure that your team members are well informed about the upcoming changes, and ensure that new processes are documented.

Workflow optimization is an ongoing process. Changes may need to be adjusted over time, depending on the results achieved. Remain flexible and open to feedback from your team to ensure lasting improvements.

Performance monitoring to optimise back office activities

To measure the efficiency of your back office operations, define appropriate key performance indicators (KPIs).

Establishing key performance indicators (KPIs)

KPIs provide you with quantifiable data to objectively assess performance. Identify KPIs relevant to your sector, such as request processing time, error rate or customer satisfaction. Ensure that these indicators are aligned with your company’s objectives.

Monitoring dashboards

Data visualisation is a powerful decision-making tool. Create tracking dashboards that clearly present essential KPIs. These dashboards enable your team to monitor performance in real time, spot trends and take immediate action in the event of deviations from objectives.

Contact us!

At ProContact, we work closely with you to include this solution in your business strategy. We can offer an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable the companies that choose us to gain credibility and above all to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services, for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

Outsourcing market intelligence: an efficient strategy for business development

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In today’s fast-paced and increasingly competitive world, mark intelligence has become an indispensable asset for many companies. In layman’s terms, “monitoring” means looking for and collecting information that is relevant to the company. Among other things, this corporate strategy enables the company to anticipate and better manage events that could upset the “norm”. It also helps managers identify strategic alternatives and opportunities for their business.

Defining objectives, choosing sources, sculpting data on the web daily and then processing it, disseminating fresh, verified information, monitoring the evolution of events in real time etc… Market intelligence is a profession of its own. To be successful, it requires rigorous organization, specialized skills and effective tools. The key skillset for this job is to know how to sort web data to retain only those that are reliable and relevant. For a variety of reasons, the task of “monitoring” may not be within the reach of every company. But in some cases, outsourcing can help. But when should you outsource your market intelligence task? And why? Should it be entrusted in full or in part to an external service provider?

Outsourcing your market intelligence: what are the conditions involved?

Market intelligence is a fast-growing phenomenon among companies; and for good reason: when done quantitively, it enables them to acquire valuable information that is essential to the development of their business. Overall, market intelligence helps managers to:

  • make decisions and support their choices
  • build their offers
  • target customers and prospects more effectively
  • being aware of new market trends
  • deal with the competition
  • detect new distribution channels
  • uncover new business opportunities
  • acquire skills

As mentioned above, market intelligence is a key process in the development of a company, but it’s still a complex task. Companies, regardless of their size, can choose to outsource this process at any time for a variety of reasons. Among the most common are:

  • The lack of an in-house market intelligence structure
  • Management’s desire to develop a monitoring approach within the company, starting by outsourcing this process in order to understand the mechanism, and then to be in a better position to create a dedicated in-house structure.
  • Lack of time for a one-off or indeterminate work overload
  • Launching new surveys on subjects or themes with which we have little in-house expertise
  • The launch of new surveys on countries and languages not mastered in-house
  • Management’s desire to free up time for themselves and their staff by outsourcing time-consuming monitoring tasks
  • Lack of human or material resources (no access to sources of information or tools that are not readily available in-house).

As portrayed above, there are many reasons why companies outsource their market intelligence. It’s worth noting that, depending on the nature and needs of the company, it can entrust an external service provider with the entire market intelligence task, or just part of it.

Good to know: to find out whether outsourcing is necessary, here are the two questions to ask yourself:

  • Do I have the internal resources and organization required for monitoring?
  • Do I have sufficient visibility on key factors (scope, durability, timing) to internalize the process?

Outsourcing market intelligence: what are the benefits?

Regardless of the reason, when a company outsources its market intelligence, it not only solves a set of problems, but it also gains numerous benefits. These benefits are cumulative and greatly contribute to the company’s development.

Saving time

It’s a fact: by choosing to entrust a task to an external service provider, a company inevitably frees up time. The space gained on your calendar enables managers and staff to concentrate on higher value-added activities.

Saving on costs

For a company, market intelligence involves certain costs, which can sometimes be more or less high. In-house, this process requires the mobilization of human and material resources (software licenses, subscriptions to paid sources, copyright, infrastructure costs, etc.). As a result, it is often more profitable for a company to outsource its market intelligence than to conduct it in-house.

Ensuring the job is well done

When a company outsources its market intelligence to a service provider, a specialised, multi-disciplinary team takes charge of the work involved. They have in-depth knowledge of the intelligence field, and of the technical skills that are essential for meticulous, reliable intelligence. Analyzing the business, cross-referencing data, ensuring the integrality of the information gathered, translating, formatting and disseminating elements, and so on are just some examples of the tasks. In the hands of professionals in the field, market intelligence can only be well managed.

Contact us

At ProContact, we work closely with you to incorporate this solution into your business strategy. We can offer you an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable the companies that choose us to gain credibility and, above all, to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for a company’s development. To find out more about our services, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

Sales-boosting power of outsourcing: what are the advantages of telemarketing?

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In the competitive business world, companies are constantly looking for innovative ways to boost sales and increase profitability. Outsourcing is a powerful and proven strategy in this field, and telemarketing is a striking example. ProContact is here to take care of your telemarketing needs. In this article, we’ll explore the remarkable advantages of outsourced telemarketing and show you how it can revolutionise your sales results.

What is telemarketing?

Telemarketing is a sales and prospecting technique that utilises remote communication channels, such as telephone or email, to establish contact with potential customers.

You may be familiar with those phone calls from companies persuading you to switch from cable TV to a satellite dish service or the local office supply store reaching out to inquire if you’d like to order another case of paper. Even your favourite dance studio offering a discount if you sign up for a new class—all of these are examples of telemarketing.

Although telemarketing has garnered a negative reputation due to its association with unscrupulous individuals and bothersome “robo-callers” who repeatedly play recorded messages, it can be an effective marketing tool for small businesses when used appropriately

What are the benefits of telemarketing?

Telemarketing is a proactive strategy that enables companies to present their products or services, generate quality leads and foster customer relationships. It provides the opportunity to reach a broad audience, customise messages according to the specific needs of prospects, and accurately measure outcomes. Telemarketing serves as a powerful tool for meeting sales targets and boosting business growth.

Whether targeting businesses or consumers, telemarketing is most effective when the calling company has established some form of connection, no matter how slight, with the recipient. For example, the call recipient may already be a customer of the company, or a prospect who has requested more information.

The advantages of outsourcing telemarketing services

Get high-quality results

Telemarketing demands exceptional sales abilities. At ProContact, our team of telemarketing professionals are seasoned experts in their field. They undergo rigorous training to understand customers’ requirements and needs, and they have mastered highly effective sales techniques. With their expertise, they can assist you in developing precise and impactful strategies to meet your sales goals. Their in-depth market knowledge and hands-on experience make them invaluable allies in boosting your revenues.

Optimise resources and cost-effectiveness

By outsourcing telemarketing, you can achieve substantial savings while conserving valuable time and energy. Instead of investing in expensive in-house resources like sales teams and infrastructure, you have the option to delegate these functions to specialised companies. This approach significantly reduces operational costs, as you only pay for the services you actually need. Additionally, you can easily adjust staff capacity according to demand, without having to worry about workforce management. Outsourcing enables you to focus on your core business activities while saving significant amounts of money.

Unlock new opportunities

Outsourcing telemarketing paves the way for exciting business prospects. At ProContact, our telemarketing professionals possess the ability to target specific customer demographics, both domestically and internationally. They can assist you in venturing into new territories and expanding your customer base. Furthermore, their expertise in prospecting enables you to identify promising business leads and develop lasting relationships with potential customers.  Outsourced telemarketing is a real gateway to new horizons for your company.

Measure results accurately

One of the undeniable advantages of outsourced telemarketing is the ability to measure results accurately. ProContact’s experts provide you with detailed reports on calls made, leads generated and sales achieved. This enables you to assess the effectiveness of your campaigns, identify areas for improvement and adjust your strategy accordingly. These invaluable metrics give you a clear picture of the real impact of telemarketing on your sales, enabling you to make informed decisions to optimise your results.

Telemarketing outsourcing is a powerful tool for boosting your sales and propelling your business to new heights. With experienced experts, energy and cost savings, the ability to explore new horizons and accurate success metrics, it’s time to embrace this revolutionary approach. So why not seize the opportunity of outsourced telemarketing and unlock the full potential of your sales? Let our experts take care of this crucial task, while you focus on growing your business and delivering satisfaction to your customers.

Contact us!

At ProContact, we work closely with you to include this solution in your business strategy. We can offer an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable the companies that choose us to gain credibility and above all to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services, for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

Lead generation: Why is it an integral aspect of marketing strategies?

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In the marketing world, lead generation refers to the process of attracting visitors or customers who have shown an interest in a company’s services and products. In other words, a “lead” is someone who will proceed to make a purchase. In practical terms, to generate leads, a company must make visitors want to buy their products and/or services. A successful strategy should enable companies to project a positive image among potential customers: this is very useful in guiding their buying route. Lead generation is revolutionizing sales and prospecting. It is the opposite of traditional random canvassing. In fact, lead generation means that a person is contacted by a company because they have asked for it in advance or they are interested in its offerings.

Are you a company wondering about lead generation? How do you generate leads? What is it worth? What role will lead generation play in a company’s future marketing strategy?

How to generate leads?

Unlike traditional sales strategies, lead generation goes beyond simply making advertising or marketing contacts. In fact, this marketing process requires an in-depth communication strategy using a variety of means. Among the best-known lead generation techniques or actions are:

  • Content marketing and inbound marketing
  • Company participation in trade shows
  • Telephone canvassing
  • Commercial link campaigns with forms
  • Recruitment campaigns via social networks, e-mail or forms
  • Direct mail
  • Setting up a chatbot on your website

The content posted on these platforms must fulfil four functions. Firstly, it needs to be visible which can be achieved by making sure you publish and share your content frequently. Secondly, your publications must reflect your expertise and promote your brand. To achieve this, do not hesitate to highlight your products and services, as well as customer testimonials. Finally: put forward attractive, relevant and authentic content. The idea is to set yourself apart from the competition and attract as many visitors as possible. So make sure that the content you share has value and provides interesting information.

In concrete terms, these action tasks should enable a company to collect the contact details of potential future customers. Gathering this information is essential, as it enables the company to create customized content and personalize its messages. The aim is to target potential customers as effectively as possible. Using this information, you can review and improve your content marketing strategy. To do this, take the time to ask yourself the right questions: What needs do your products and services meet? Which media and formats generate the most leads? What is your target audience looking for? Which subjects are of interest to the greatest number of leads? What improvements does your target audience expect?

Good to know: According to a CAWI study of companies in Europe and the United States, 45% of them advance that they gain leads frequently or very frequently via content creation.

What does the future hold for lead generation?

Today, lead generation is a must for companies. It lies at the heart of their business development and prospecting strategy. The figures from a CAWI study are indisputable: 66% of the companies surveyed (in Europe and the USA) use lead generation to obtain potential clients frequently or always. Similarly, 53% of them devote almost half of their marketing budget to lead generation.

Today, lead generation is trending and is becoming an increasingly important part of corporate marketing strategies. From a technical point of view, in the near future, lead generation will rely heavily on automation and advanced follow-up. This process will also be facilitated by the rise of artificial intelligence and lead generation software. Bénédicte Bathurst, Director of the call centre ProContact, is quite positive about the future of this business practice: “It’s a fact that lead generation is a sector that will become increasingly important over time. At ProContact, we understand this and we are ready to meet this growing demand. As a call centre, we’re well positioned for this. More and more prospects are coming to us to outsource their lead management. To put it simply, we’re going to help them stand up to the competition, mainly thanks to our impeccable responsiveness. When a request is made via a website, for example, we analyze it and transfer it to one of the company’s sales representatives within the hour. It’s this immediate management of leads that has, and always will have, the wind in our sails.” she advances.

Get in touch with us!

At ProContact, we work closely with you to incorporate this solution into your sales strategy. We’ll help you revamp your way of working by bringing in resources from elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable the companies that choose us to gain credibility and, above all, to satisfy their customers, whatever the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for company development. To find out more about our services, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

Outsourcing: the importance of one-off campaigns

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Within a company, various and different types of tasks are carried out daily. These are essential for the development of its operations. The company’s decision-makers must carefully choose the mode of operation and the strategy to be followed so that all the work can be completed as well as possible and within the desired deadlines. For this, a company has a choice: internalize or outsource its activities? In general, the best thing is to merge both options!

Today, one-off outsourcing is gaining traction among companies. In short, for a company, it consists of delegating part or all of its work punctually or over a short-term during the year. The benefits of this practice are many. More details below.

One-off outsourcing campaign or Always-on / Long Term Outsourcing

For a company, certain situations are more conducive than others when it comes to one-off outsourcing of one or more functions of its activity. The first thing to do when trying to find out if we should outsource part or all of the work on a one-off basis is to look at the deciding factor: time. Indeed, it is essential to evaluate as accurately as possible the potential duration of the mission that we wish to entrust to the external service provider. In short, it is necessary to determine whether the context is more favorable to a short-term or long-term need. To do this, it is necessary to question the availability of the company’s internal resources, namely the equipment present, the presence or absence of expertise and the qualification of one or more employees for the mission, financial reserves, etc. Following a logical reasoning, it should normally be easy for a business manager to know whether outsourcing should be one-off or over the long term.

Our Tip: Are you a company and do you want to use outsourcing (one-off or otherwise)? It is clear that before taking the plunge and contacting an external service provider, you must be sure of your choice. To further corroborate your decision, you can help yourself by answering the following questions:

  • Is the mission sustainable or not?
  • Do I have the necessary resources internally?
  • Will I be able to cover the cost of the service?
  • Can the mission be carried out internally? If so, at what price?

One-off outsourcing: the most favorable conditions

As specified earlier, depending the circumstances, one-off outsourcing of one or more tasks may prove to be more interesting.

Promotional campaigns

The first case in which one-off outsourcing can be useful is when a company wishes to highlight the promotion of its products. Typically, it is interesting for the firm to turn to an external service provider for a specific period of time and in general for a short duration for a commercial prospecting campaign. “We deal with this kind of request most often for product inventory flows” says Bénédicte Bathurst, General Manager of ProContact. In this case, the advantage of a one-off campaign is stronger. This will allow a company to boost its sales and/or minimize money losses in case it stops production.

Getting your business off the ground

The second case in which one-off outsourcing may be relevant is when a company wishes to boost the launch of a product or, more generally, of its activity. For a few weeks or a few months, outsourcing can help to make yourself known and to highlight the brand, the products and / or services offered by the company. “For a one-off campaign to be interesting, it is advisable that it is launched over at least a month. In case of a shorter duration, the investment in outsourcing will not be of great interest, because we will not have had time to really immerse ourselves in the mission, to help the company and thus, the results will not be very representative”, states Bénédicte Bathurst.

Boost the development of your company

“We are often contacted by companies for one-off campaigns to boost their business. In general, they wish to outsource part or all of the ‘appointment setting’ for their sales representatives. It is important to understand that appointment setting is a very time-consuming task which sales representatives do not really enjoy. So, by deciding to outsource this task, the company managers are trying to motivate them, to give them a little gift. Indeed, the appointments will start to fall by themselves and in mass in the agendas of the sales representatives. This way, they will be more inclined to invest more energy in their work and make more sales. In the end, this strategy satisfies everyone: the company will boost the development of its business and the sales representatives will be fully motivated”, explains the General Manager of ProContact. More generally, outsourcing one or more functions helps a company to face the competition. “A company can also decide to outsource because it is short of staff. This can be a good solution so as not to lose efficiency while at the same time recruiting a person capable of doing the work needed”, adds Bénédicte Bathurst.

Contact us!

At ProContact, we work closely with you to include this solution in your business strategy. We can offer you an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable the companies that choose us to gain credibility and above all to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

Outsourcing your satisfaction survey: how does it work?

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For companies, the opinion of their customers is more than necessary for the development of their activity. This is why more and more companies are carrying out satisfaction surveys which, as the name suggests, aim to measure customer satisfaction. In short, this consists of asking a large number of people to answer a series of targeted, clear and simple questions. This helps companies to build customer loyalty and it also allows them to be informed of the opinions and expectations of consumers on their products, services or brand, which is a good way for companies to learn about the issues and improvements to be planned for the development of their business.

Many companies decide to outsource their satisfaction surveys and justifiably so: there are many advantages. At a lower cost, expert teams in customer relations will take over the work for a quality result. In concrete terms, how is a satisfaction survey carried out when it is delegated to an external service provider? What is the work process? Bénédicte Bathurst, General Manager of the call centre ProContact explains the different steps to follow during the outsourcing of a satisfaction survey.

Creating and editing the questionnaire

Before launching the satisfaction survey, the prospect will tell the external service provider the problem and the objectives of the survey. Following which, together, they will create the questionnaire that will be distributed to the customer portfolio. “In general, the client writes the script of the campaign himself. They know exactly the questions they want to ask their customers and the information they want to get from them. We provide support. When we notice that the questionnaire is too long, not structured enough or that the questions are too heavy, we can suggest that the client reworks the script to make it more accessible”, explains the General Manager of ProContact. The client and the external service provider also define the communication channels through which the survey will be carried out (by telephone, email, etc.). The idea is to choose the most strategic ones. Once the questionnaire is validated and the teams know exactly what the client’s expectations are, the campaign can begin.

Carrying out the campaign

Highly qualified operators will then take note of the script and will call the customers targeted in the satisfaction survey. They will make the calls on behalf of the customer’s company. “A satisfaction survey always takes at least one month. This is the ideal time frame, because it gives us time to get used to the script, to become efficient and to have representative results regarding the information collected”, states Bénédicte Bathurst. The secret to making a satisfaction survey work? The General Manager is strictly says: “The script must not be too long. People are generally happy to answer questions and give their opinion, however, not for ten minutes”.

Good to know: Most external service providers have multilingual agents who are particularly useful in the context of a satisfaction survey: they make it possible to address a wider circle of customers and therefore to collect more opinions.

Processing and analysing the data

Once the satisfaction survey is completed, the teams ensure rapid processing of the data and will format the results to deliver to the client a complete document, ready for use. ‘We send the company an Excel file with all the answers collected. We often include percentages, statistics, pie charts or even histograms. It all depends on the information we have and the client’s expectations”, says Bénédicte Bathurst. These statistics are important for a company. Indeed, it will cross-analyze the results to draw conclusions, measure the quality of its actions and determine the areas of progress on which it will have to work.

Why outsource your satisfaction survey?

For a company, the advantages of outsourcing its satisfaction survey are multiple. First of all, it helps to free up time and to refocus on the heart of the business and on tasks with higher added value. In other words, it is ideal for a company that wants to take the time to develop its business. Secondly, outsourcing allows the company to considerably reduce its costs. Indeed, there is no need to invest money to create a customer service dedicated to satisfaction surveys. Finally, outsourcing is the ideal way to benefit from a quality work output. “To conduct a satisfaction survey, you need to be completely neutral. However, when a company decides to do this internally, without wanting to, there may be a lack of objectivity. Unintentionally, as soon as you are directly involved, you tend to re-orient the answer of the person you are talking to. That’s why it’s wiser to use an external service provider for this type of mission. When our teams are on the phone with clients, they never try to tip the balance one way or the other”, explains the General Manager.

Contact us!

Whether it is for web agencies, e-commerce sites, digital marketing specialists, start-ups, pure players, etc., outsourcing can be a difficult decision to make, but by entrusting needs to a reliable service provider recognized for the quality of its services, your company will gain a partner it can count on to develop and survive in a strong competitive context.

With several decades of presence in the industry, ProContact is more than a contact centre. Thanks to our trained, qualified, hand-picked and multilingual agents, we enable companies that choose us to gain flexibility and reduce their operating costs, which is currently important in the midst of an economic recession.

To find out more about our services, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

Outsourcing your content writing to SEO professionals: a winning strategy

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Nowadays, content marketing holds a huge place in a company’s marketing strategy. Indeed, it is estimated that nearly 90% of companies practice content marketing and that about 50% of customers will buy or not buy a product after having visited a brand’s blog. In addition to attracting new customers, content creation has many other benefits. To benefit from this, it is essential that what is published on the web is of high quality. This is why more and more companies are outsourcing their content writing needs to SEO professionals. The copywriters who take over this work are experienced in the field and have all the skills needed to produce good content. Are you a company and still wondering about the benefits of outsourcing your copywriting needs for your website? Learn more to make a more informed decision!

Outsourcing your web copywriting to save time

The most important advantage of choosing to outsource your company’s web copywriting is that this allows you to save time. Indeed, writing web content (product sheets, articles, etc.) is a complex and time-consuming activity. Unless you have an employee dedicated to web copywriting, it is often complicated for a business owner to add this task to their already busy schedule or to that of their employees responsible for their marketing strategy. Outsourcing this function allows you to obtain or even free up time to perform other tasks, but also to focus on the company’s essential needs. Outsourcing web copywriting also saves time on task of content production itself: the work will generally be done in less time than if a company had decided to do it itself, optimising the process and improving efficiency.

Outsource your web copywriting to benefit from quality content

As mentioned earlier, web copywriting is a complicated job. The person responsible for it must be skilled, have a knack for writing and also be creative and have an adequate level of analytical skills and good judgement. The difficulty of the job also lies in the fact that the content must ‘please’ the Google robots in order to be promoted and appear among the top positions following searches. To do this, you need to have a good knowledge of SEO (Search Engine Optimization). The better the SEO of a content, the more visibility the content published on the web will have. Otherwise, it will be buried in the last pages of search results. Successful writing of web content is therefore not an easy task. Outsourcing the content writing of a website is a good way for a company to make sure that he is in good hands. Thanks to the expertise of writers specialised in the field, it will be able to benefit from the production of quality content that is optimised for SEO and thus well positioned on Google and other search engines.

Good to know: Consistency is an essential criterion in SEO. For a company, outsourcing web copywriting is therefore valuable, as it guarantees regular content production and continuous publication of content.

Outsource your web writing to save money

When a company decides to produce web content, there are several financial constraints to consider. Firstly, to optimise visibility, you need to publish a lot of content on a regular basis. This implies that if a business owner wants to do the job as well as possible, it is necessary to recruit internally, which will consequently increase the salary costs. Additionally, it will also be necessary to invest in equipment (computers etc.) which can sometimes be very costly. Not to mention the cost of the training required to practice this task. Unsurprisingly, in this case, outsourcing is attractive because it gives a business owner the opportunity to produce web content without having to disburse on the costs mentioned above. Moreover, it is always possible to negotiate depending on the workload: when a company entrusts a large volume of content to be done to an external service provider, a reduction in the overall price can be considered.

Our recommendations:

Do you want to outsource your company’s web copywriting? Before you start the process, take a look at our tips to ensure a smooth and beneficial undertaking

First of all, it is recommended to prepare a brief for the service provider. The aim of this document is to establish your needs and your expectations of the work to be carried out by the SEO web copywriter(s). List the subject(s) to be dealt with, the structure you want to give to your texts (number of parts, sub-parts, paragraphs, etc.), the keywords to be inserted in the text (they are important for referencing), the writing style (casual, formal, polite or formal) or the tone to be given to the texts (common, colloquial).

Along the same lines, once the project has been launched, do not hesitate frequently consult and assess your external service provider in order to take stock of the work done and the improvements that can be made.

Contact us!

At ProContact, we work closely with you to include this solution in your business strategy. We offer an unprecedented adaptation of your way of working thanks to the arrival of resources located remotely, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable the companies that choose us to gain credibility and above all to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

BPO: for better management of legal formalities

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Throughout the year, a company various legal obligations and demands. These formalities are known to be complex and to be a real challenge to tackle internally. Indeed, rigorous effort is needed to limit the risk of errors or omissions that can have a more or less significant impact on the company. In order to optimise its legal department and tasks, it may be interesting for a company to outsource this function. In this case, BPO provides real added value in terms of financial, strategic and operational aspects. Read more about this.

What are the challenges related to the legal functions of a company?

The legal rules concerning companies are more than ever numerous and demanding. Respecting the conditions of employment, updating letterheads, the personal e-mail addresses of the directors and their identity documents, checking that the obligatory mentions in the legal announcements are compliant with existing regulations, making sure that the proofs of the premises are in order (they must be less than 3 months old), making sure everything is up-to-date with regard to the contracts with a supplier or a new distributor, signing papers, drawing up a commercial contract, bringing the documents into compliance with the standards in force… These are just some of the things that need attended to. The person in charge of the legal formalities in a company deals with multiple and varied tasks every day. The stakes are high: everything has to be done properly, within the given deadlines, so that the company is compliant with and respects the legal framework in which it operates. In the event of non-compliance with the laws in force, the company may be subject to potentially severe sanctions (a fine, closure of the premises, even dissolution of the company, etc.).

Legal formalities: what can be outsourced?

A company can choose to outsource some or all of its legal formalities. Certain situations may be conducive to outsourcing. For example, in a context where the company overloaded with work whereby it is impossible to handle everything internally, outsourcing is a good way to relieve the teams and ensure that the work can be done. Similarly, in the event of the recruitment or departure of a person within the company, the assistance of an external service provider will enable the company’s managers to ensure the best possible transition while avoiding legal risks. A dispute may also be a reason for a manager to call upon an external expert.

More generally, with regard to the legal function, a company can choose to outsource two types of roles: those with high added value (litigation, for example) and those with low added value (commercial leases, repetitive tasks, legal secretarial work, debt collection, etc.).

It should be noted that even if a company does not wish to outsource its legal formalities, calling on an external service provider is still recommended so that it can benefit from a legal perspective on its activity. This is very useful for becoming aware of the points to be improved in order to make the right choices today for a better future.

Outsourcing the legal function: the advantages

Regular and customised legal support

When a company decides to outsource its legal formalities to an external service provider, it will benefit from support tailored to its needs and objectives. From a financial point of view, for example, it will be able to choose the budgetary offer that best suits it. This will enable it to optimise its expenditure. Similarly, the company will be able to discuss with the external service provider to define the work that needs be done in concrete terms. The idea is to find the ideal strategy so that outsourcing brings the most benefits to the company.

Increased security

Outsourcing the legal function is not a trivial matter. For a company, the stakes are high: the data and security of the entire organisation will be entrusted to an external service provider. At first glance, this may seem frightening. In reality, however, outsourcing legal formalities means making your business more secure. In fact, when a company turns to an external service provider, it is a dedicated lawyer who will take charge of the file. The latter has specialist knowledge in the field of business and company law, but also in public and social law. He also has an evolving knowledge of the law and of errors in detail. Therefore, respect of the company’s confidentiality and deontology are guaranteed.

Develop your business

Outsourcing your legal formalities means asserting your desire to offer better working conditions and to ensure the development and improvement of your overall performance. Indeed, for a company, the advantage of entrusting its legal function to experts is that it can, at the same time, benefit from a new perspective on its activity, its problems and its operating mode. This insight is an opportunity to become aware of the changes to be made and to anticipate how to improve and develop. Similarly, by outsourcing its legal formalities, a company is freed from a huge workload, but also from a mental burden. It therefore has more time to devote to other tasks with greater added value and thus develop its business.

Contact us!

At ProContact, we work closely with you to include this solution in your commercial strategy. We can offer you an unprecedented adaptation of your way of working thanks to the arrival of resources located remotely, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable companies that choose us to gain credibility and, above all, to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

Outsourcing your customer service management: let’s not forget these benefits

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Customer service management is an important task within a company. The stakes of the job are high since it implies responding to customers’ expectations and questions. It is necessary always have all the company’s communication media accessible (e-mail, telephone, social networks…) and to take care of the requests within the shortest possible time. When the customer service is well done, it helps a company to satisfy its customers, but also to increase its customer loyalty. This function is crucial for a company: it is essential for its proper functioning and its growth. Outsourcing your customer service has many advantages that are too often forgotten.

Save time and money to develop your business

Outsourcing as a whole allows companies to save time and money. This considerable advantage is one of the first reasons why they resort to outsourcing. Customer service management is a time-consuming task. The more customers there are, the more requests it needs to attend to and therefore the more time a company needs to respond to and meet customer expectations. Therefore, for a company, delegating its customer service to an external service provider is the ideal way to get quality work for an affordable price. An expert will take care of everything: taking calls, managing social networks or handling emails. This mode of operation offers a company the possibility to free up time and to refocus on its core business at the same time.

Optimize your business’s success with quality resources

Outsourcing gives you access to unprecedented resources. First of all, it allows you to benefit from the expertise of the service provider responsible for the mission. The latter is endowed with skills and knowledge in the field, which guarantees a quality customer relationship, a way to gain customer loyalty. Additionally, thanks to outsourcing, a company will benefit from advanced technologies and high-quality tools. These resources are generally expensive and therefore difficult to access internally for a company. “We are well equipped when it comes to customer service management. We work with powerful tools like Hermes.Net or Vocalcom. They are interesting because they provide statistics on the work done. This allows us to have a good follow-up of the mission that has been entrusted to us, to make comparisons and to improve ourselves in order to be always more productive and efficient”, advances Bénédicte Bathurst, the General Manager of ProContact.

Have a wider range of hours for more competitiveness in the market

Being available to respond to customer demand is essential for a company. It contributes to customer loyalty, which is essential to the sustainability of its business. It is estimated that retaining a customer costs four times less than trying to find new ones. Thus, for a company, having an efficient customer service is necessary. This means being available for your customers as much as possible, over a wide range of hours. The ideal situation would be being available to answer requests 7 days a week, 24 hours a day. This goal is difficult to achieve internally, because it requires time, money and resources. Often, companies cannot afford it. Nevertheless, this obstacle is not unconquerable and can be overcome through outsourcing. “The average company responds to 1 in 2 calls because they have fixed hours of 9-5. When companies call on us, our goal is to meet all of their demands. To do this, we will adapt to the company’s needs. For example, they may ask us to have a customer service that is always available or, on the contrary, to work only during certain time slots”, says the General Manager of ProContact.

It should be noted that for a company working with international customers, outsourcing is a good way to have a customer service team covering all time zones.

Increase your target audience and customer base by relying on a multilingual customer service

A multilingual customer service is a real asset for a company. Indeed, being able to respond to a customer in several languages is useful to reach a wider base of people and/or to develop its international activity. However, recruiting multilingual people internally can be complicated. External service providers often have multilingual experts. They are able to answer a chat in Spanish, take a call in English and then reply to an email from a Portuguese customer: The customer service of a company’s dreams! Thanks to outsourcing, this can dream can become true. “At ProContact, our agents speak very good French. Most of them also speak English very well, especially those on our site in Mauritius since it is the official language of the country. But that’s not all. You can also hear them conversing in Malagasy, Spanish or Italian”, says Bénédicte Bathurst.

Contact us!

At ProContact, we work in close collaboration with you to include this solution in your business strategy. We can offer an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable the companies that choose us to gain credibility and above all to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a concrete and tangible business strategy for a company’s development. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

Outsourcing your recruitment process: the benefits

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When it comes to recruitment, companies often make the mistake of thinking that there are only two options : internal recruitment process or recruitment via a firm specialized in the field. However, there is another option that is forgotten too often: outsourcing your recruitment process to an external service provider. Whether you are a small, medium or large company, BPO offers many advantages.

Why outsource your recruitment process?

Recruitment within a company is an important task that should not be taken lightly. According to a study by ManPower, HR Voice and Opensourcing, the cost of a failed recruitment process is between €30,000 and €150,000. The recruitment process must therefore be well planned and well executed if the company is to benefit from it. So why should a company outsource this activity?

To free up and save time

One of the first reasons that pushes companies to delegate their recruitment process to an external service provider is the fact that it allows them to save a considerable amount of time. Indeed, this task can eat up most of your time of the day. By choosing to outsource this activity, a company frees up its time and can focus on other functions, sometimes with higher added value.

Overcome challenges faced with internal recruitment

Another reason why companies choose to outsource recruitment is because of the difficulties they face during internal recruitment processes. Too much recruitment volume, low visibility, lack of feedback from candidates, attracting profiles not suitable for the position or the search for profiles that are nowadays hard to find… There are several reasons behind a company’s struggles when carrying out its recruitment internally. To overcome these obstacles, it is interesting to call upon the expertise of an external service provider who, thanks to his experience, will be able to give or restore a breath of air to the recruitment process of a company.

A lack of internal resources

Often, a company will resort to outsourcing an activity because it does not have the necessary internal resources to do so. Within a company, recruitment is a task that can be quite costly. To conduct this activity, it is generally necessary to invest funds to obtain certain resources, resources which are not free and sometimes do not fit into the company’s budget. Outsourcing your recruitment to an external service provider who already has all the necessary resources is a good way to optimize your chances of recruiting.

The benefits of outsourcing your recruitment process

Tailor-made support

Recruitment process outsourcing has many advantages for a company. One of the biggest benefits is that it allows the company to enjoy personalized support. Indeed, the external service provider will take the time to understand the company’s wishes and needs, to become familiar with its values and to precisely determine the profiles it wishes to reach. This type of support helps a company find the best strategy for its recruitment process.

Targeting high potential candidates

As mentioned above, outsourcing their recruitment process is a good way for a company to have access to new resources (paid resume libraries, ad sponsorship, premium account on LinkedIn, etc.). These are very effective and allow the external service provider to find candidates with the ideal profile for the position in question.

Gaining visibility

Another benefit of outsourcing is that it gives more visibility to a company. Indeed, the external service provider has quite an important network where he will spread information about the company. This strategy not only improves the visibility and the image of the company, but also provides an answer to the queries of candidates trying to understand the stakes of the position to be filled and to better know the company where they will eventually apply.

Make savings

Outsourcing is highly valued by companies, especially for its economic advantages. Indeed, it is estimated that the cost of recruitment is four to five times lower when a company outsources this activity. This is largely due to the efficiency of the outsourcing process, which significantly reduces recruitment time. In fact, according to statistics from HR Magazine, outsourcing can reduce lead times by an average of 30% to 50%. This means less time is spent searching for a candidate and therefore less money is needed to invest.

Recruitment Process Outsourcing at ProContact

“We take care of recruitment process outsourcing. The missions related to this are diverse and varied. The one more frequently in demand is helping sort out CVs. More specifically, we help a company sort through the CVs of candidates and retain only those who are in the target”, explains Bénédicte Bathurst, the General Manager of ProContact. However, recruitment process outsourcing does not stop there. It can also involve the following tasks:

  • Description of the position and the drafting of the position’s roles and responsibilities and the job offer
  • Distribution of the job offer on various networks
  • Handling incoming candidates’ resumes
  • Evaluation of candidates and/or pre-selection of the best candidates
  • Conducting hiring interviews
  • Choosing the talent to be recruited

Contact us!

At ProContact, we work closely with you to include recruitment process outsourcing in your business strategy. We can offer you an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable the companies that choose us to gain credibility and above all to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

Create your website in 10 steps!

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Nowadays, having a website essential for a company. It enables the smooth running of its business. Indeed, having a website brings many advantages: it allows you to showcase your activity, your products and services, to enhance your services by integrating images, to create a direct link with your customers, to make online sales or to increase your brand image.

Do you want to create your own website? Follow the steps below!

Step 1: Determine your objectives

First of all, it is necessary to define your needs and your objectives through the creation of a website. What type of site (showcase website, e-commerce site, blog, forum, etc.) do you want to develop? What is your company’s budget? What will be the target audience you wish to reach? These questions are necessary in order to have a precise idea of your project.

Step 2: Find a domain name

The domain name is the address of your website that will allow users to find it. For it to be effective, don’t hesitate to include keywords relating to your activity and to make sure that it is more or less short. Once you are sure of your domain name, do not waste time and register it on hosting sites like LWS or OVH.

Step 3: Choose a hosting company

When your site is officially created, it must be accessible to all Internet users. To do this, it is mandatory to choose a host with a server where you can store all the files of your website pages. It must provide 24-hour access to your website. Take the time to compare the different offers by analysing the reliability, the life span and the quality of the tools and services offered by the host.

Step 4: Build your bill of specifications

Drawing up a bill of specification is an essential step when you want to create your website. It must clearly define the objectives of the site, detail each of its functions and specify any technical constraints that may pose a problem.

Step 5: Content writing

The content of your website is of significant importance. The more original, well-written and trustworthy your content is, the more it will appeal to the Google search engine. So, naturally, you will benefit from a good referencing: your content will be more highlighted, which will attract a maximum number of visitors to your site.

Step 6: Build the sitemap

Once you have written all your content, you can start to imagine what your site could look like. The idea is to build the skeleton of your website by determining the shape it will have, the number of pages it will have and their positions, etc.

Step 7: Develop a graphic model

Based on the indications in the bill of specifications, you can develop the design of the site and its visual appearance. You need to determine a graphic charter and choose the colours, logo and typography that will be used for the website.

Step 8: Create the website

You have now reached one of the crucial stages of your project: the creation of the website. The first step is called ‘integration’ which consists of transferring the model and creating the pages on your website software. This is called front-end development. Immediately afterwards, you can motorise your site, i.e. associate a database and a dynamisation layer with the HTML pages. This is the back-end part of the development.

Step 9: Referencing

While this is one of the last steps, it is quite important. This refers to the referencing of your website. The idea here is to choose strategic keywords to highlight; this will enable you to achieve the best possible positioning on search engines.

Step 10: Testing the site before going online

The test phase is a very important step. It allows you to make sure that your website is working properly and that it looks as you imagined it would. When and if everything works perfectly, it is time to put your site online!

Outsourcing part of the creation of your website to ProContact

As you can see, creating a website is a complex project. Outsourcing part of it could be wise, especially when it involves tasks requiring specific skills. At ProContact, we give you the possibility of entrusting the front-end development of the creation of your website. “Our 4 graphic designers take care of creating the visual identity of the site based on the client’s specifications. They will therefore look for images, icons and logos to create a mock-up using Adobe Illustrator. Our 3 integrators will then take over and integrate the site. We can create up to 4 websites a day”, says Gary, who is responsible for website creation.

Contact us!

Web agencies, e-commerce sites, digital marketing specialists, start-ups, pure players, etc., outsourcing can be a difficult decision to make, but by entrusting your image retouching needs to a reliable service provider recognised for the quality of its services, your company will gain a partner it can count on to develop and survive in a highly competitive context.

With several decades of experience, ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable the companies that choose us to gain flexibility and reduce their operating costs, which are important at the moment, in the middle of an economic recession. To find out more about our services, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

Interview of Bénédicte Bathurst: “We are true call centre craftsmen”

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Since its creation in 2001, ProContact, a pioneer in call centres in Mauritius, has become specialized in BPO. With its two other sites in Madagascar and Rodrigues, the professional activity of the call centre goes beyond Mauritian borders. It is now a key player in the Indian Ocean. Bénédicte Bathurst, ProContact’s General Manager since 2008, talks about ProContact’s BPO practices.

Mrs Bathurst, can you briefly refresh our mind of ProContact’s field of activity?

ProContact is a generalist, diversified call centre. We work on various and different types of missions. In terms of BPO, for example, we deal with appointments, customer service, inbound or outbound calls, payroll management, back office… But we also do other things such as logo or website creation or sales assistance. Similarly, with the purchase of the company Pongo, we are working on digitalization.

In BPO, what are the three sectors where you have the most requests? Why?

At the first position, we have appointment setting. Customers are delegating more and more of the appointment setting service to us because it saves them time. It allows them to focus 100% on selling their products and developing their business. They also understood that with specialized companies like us, they would gain in productivity and reach more customers. And at the same time, the people who were responsible of making these calls will be switched to higher value-added missions. The second task that customers outsource the most is the management of incoming calls. When it comes to this, we allow them to minimize the loss of calls from their prospects by extending their hours. For example, we will take calls at times when the customer would not have been able to do so. This could be early in the morning, after 5:00 p.m., or even on Saturdays. Then, the third request that we handle the most in BPO is lead management. To put it simply, we will help the client to manage the requests of their prospects on their platforms in an immediate manner. In practice, we need to be responsive to every lead request and refer them to a salesperson quickly. All this allows our client to optimize the number of requests processing.

According to you, what is the upcoming trend in the area of BPO?

For me, lead management is a sector that will explode in the BPO field. Indeed, there are more and more regulations around sales prospecting and the strengthening of these rules will force companies to change their strategy. For example, in France, from January 2023, we will no longer be allowed to display a number starting with 06 or 07 when calling individuals. This will only be possible if the consumer has given his consent. Just with this new law, we realize that telephone canvassing will be more and more complicated to achieve. Hence grows the need for companies to reinvent themselves and turn to digital. In addition to lead management, the two other sectors that are likely to explode are remote sales and customer support. These outsourcing requests are already growing strongly at ProContact.

What is the particularity of ProContact in its outsourcing practice? How do you differ from other call centres on the island?

In Mauritius, most call centres work only for themselves or with one to three large clients. On the other hand, we stand out by working only with small and medium-sized companies, i.e. small businesses. We are true call centre craftsmen. In total, we have about fifty customers. We treat their requests with as much attention to detail as if they were from large companies. We offer them the same expertise and the same treatment. We have well-trained teams with experienced managers and supervisors who are able to interact directly with clients. This is where ProContact draws its strength. Also, offering different services helps us reach more clients. Looking at the larger picture, what makes ProContact stand out from the crowd are the values that are transmitted. There is a real corporate and benevolent spirit in the company. The employees say it themselves: we are a family. Personally, I know each of the names of my 250 employees. Everyone is on the same level and everyone helps each other out.

What is your outlook for ProContact over the next five years?

In five years, our teams will normally have doubled in size. The same should be true for the number of clients. I think that we will have reinforced the quality of the training given to the teams and that there will be more continuous training on the new positions that will emerge. But more than anything, it is certain that ProContact will open a fourth site, because the goal is not to increase the size of existing sites, but to create new ones. We don’t want to become a factory but remain a company on a human scale. This fourth site would be a real added value. It will increase our chances of recruiting the right people and will guarantee our customers an even better service. It remains to be seen where we intend to locate our activity. Will it be in Reunion Island? In the Comoros? In Portugal? Only time will tell us!

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Outsourcing has become a tangible and concrete business strategy for company development. To find out more about our services, for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.