insights
Outsourcing Insights From the Philippines
Practical notes on outsourcing to the Philippines, staffing, and coverage for regulated industries, written by the people who do the work.
First Call Resolution: How to Measure It and Raise It
First call resolution, or FCR, is the percentage of customer issues that are fully resolved on the first contact, with no call back, transfer to another day or follow up needed from the customer. Because customers increasingly use chat and email, it is also called...
Cold Calling Scripts: A Structure and Three Templates You Can Adapt
A cold calling script is a planned structure for an outbound call to someone who is not expecting it. Its job is to earn the next thirty seconds, find out whether there is a fit, and agree a next step. It is not a speech to be read. The structure and templates below...
What Does a Virtual Assistant Do? Tasks by Role
A virtual assistant is a professional who works remotely to handle recurring administrative, customer or operational tasks for a business or an individual. The useful ones are not generalists waiting for instructions. They own a set of tasks and keep them moving...
Client Satisfaction Score (CSAT): How to Measure and Improve It
A client satisfaction score, usually called CSAT, is the percentage of customers who say they were satisfied with a specific interaction, purchase or service. It is the most direct measure of service quality because it asks the person who received it. It is the...
Bookkeeping for Small Business: A Routine That Holds Up
Small business bookkeeping is the routine of recording every dollar that comes in and goes out, matching it to your bank statements and keeping the paperwork that proves it. Done weekly, it takes a few hours. Saved up for tax time, it becomes a rescue job. Our...
Bookkeeping vs Accounting: What Each Covers and What to Outsource
Bookkeeping is the daily recording of a business’s financial transactions. Accounting is the work of summarizing, interpreting and reporting on those records. Bookkeeping answers “what happened?” Accounting answers “what does it mean, and what do we...
Customer Lifetime Value: How to Calculate It and Why Support Moves It
Customer lifetime value, often shortened to CLV or LTV, is the total amount a customer is worth to your business over the whole time they stay with you. It turns a vague idea, that loyal customers matter, into a number you can plan around. We see the effect of this...
What Is BPO? A Plain-English Guide for Business Owners
BPO stands for business process outsourcing. It means contracting a specialist company to run a defined, repeatable part of your business, such as answering customer calls, processing invoices or booking appointments, instead of doing that work with your own...