Utilization is a simple metric that shows how your employees spend their time. It is generally expressed as a percentage, e.g. 98% utilized. It tells management how much employees are…

Productivity is the most important measure for any employee. It tells us what someone accomplished over a certain amount of time. For example, 100 accounts billed per day or 10…

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

The Health Insurance Portability and Accountability Act (HIPAA) Compliance is a standard set by the HIPAA for protecting patient data. Companies that handle sensitive patient data and information need to…

The discovery phase is arguably the most important part in the outsourcing process. During this phase we have an open dialogue with the client to figure out how we can…

Healthcare outsourcing is the practice of healthcare organizations outsourcing services, particularly non-core business functions, to third-party providers. Healthcare outsourcing allows for a dedicated and highly specialized offshore healthcare support team…

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

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

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

Cloud-based outsourcing is the process of outsourcing services available and accessible in a cloud computing infrastructure. Cloud-based outsourcing is categorized into three types: Infrastructure-as-a-Service (IaaS), Platforms-as-a-Service (PaaS), and Software-as-a-Service (SaaS).There…

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

Compliance is a set of standards and regulations that is required in a call center. Compliance in a call center can range from auditing processes, operational controls, industry-leading digital security…

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

Back office support is the term for business process functions that complement front office functions. These functions are primarily provided by staff who do not have direct contact and communications…

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

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

A full time employee (FTE) is a term used to describe a team member that works a combined number of hours in a week for a business that decides that…

Partner delivers a service to the client, billed on a per unit basis. Examples: Monitoring security systems, monthly fixed charge accounting, payroll services, reservation services, janitorial services, etc. Other Similar…

Partner provides staff that work under direction of the client, billed on an hourly or FTE basis. Examples: Contract employees, temp labor, offshore or offsite dedicated staff support such as…

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

Business Process Outsourcing or BPO is a rapidly growing subsection of the outsourcing industry. BPO encompasses a contractual agreement with a third party service provider to absorb an otherwise internal…

Quality is self-explanatory but requires some thought to use as a management tool. High productivity is of no value without acceptable quality, which is generally expressed as a percentage. For…

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

Customer Satisfaction (CSAT) is a measure of customer experience that illustrates how satisfied a customer is with product offers, services, and customer service. To determine the Customer Satisfaction Score, businesses…

The Net Promoter Score is a common customer service outsourcing metric. This is a measure of customer experience that is focused on measuring customer loyalty and satisfaction. The goal of…

The definition of cosourcing is having internal and external staff working together to complete the activities necessary to run a business. Why? Companies choose cosourcing as a middle ground to…

Key performance indicators (KPIs) are specific and well-defined measures of performance of defined objectives within a corresponding period of time. The key indicators will depend on the specific business process…

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

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

Property Management Outsourcing is contracting property management services to a third-party provider to handle different aspects of the business such as providing maintenance calls, property listings, applications requests, scheduled viewings,…

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

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

Robotic Process Automation is an intelligent software technology that executes and automates business processes and tasks that capture and interpret, emulate and integrate the actions of a human interacting within…

Recruiting Phase is the second phase in the process in the Connext Process. Recruiting involves the Connext recruiting team actively sourcing the talent required by the client. Connext uses a…

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

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

Onboarding encompasses everything that we do at Connext to ensure that your outsourcing experience is great from the start. We work through an onboarding checklist which addresses things like system…

Omnichannel Customer Service is a type of customer service support that enables agility and consistent customer experience through integrating channels within a single database. This allows for seamless accessibility and…

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

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

Evaluation, Management, Improvement Phase is the last and final phase starts when the Connext employee starts working and is continuous for the duration of the client’s partnership with Connext. One…

Accounting Outsourcing is outsourcing services to a third-party provider with a talent pool of qualified candidates who are well-versed in accounting principles, able to work comfortably with numbers, can adapt…

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

Outsourced Sales Support provide outbound calling services to qualified leads. This includes reaching out to leads through electronic mail, fax, chat, video and other forms of direct interaction. Outsourced sales…

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

The Project-Based model is when the outsourced software development team handles the management and deployment of the product. In this model, the entirety of the agreed project is managed by…

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

The Professional Outsourcing option allows clients to outsource experienced professionals required by the project. Sample standard roles, typically licensed professionals, you can outsource are the following: Senior CPAs, CPAs, Staff…

Front Office outsourcing is a type of business process outsourcing that involves the delegation of services that involves the direct assistance of customers at every point in the buyer journey.…

Bookkeeping is a common Accounting function which can be outsourced offshore. You can offload bookkeeping and data entry services by assigning efficient recording of financial transactions, payroll management, invoice and…