What Is Order Management?
Order management is concerned with taking, processing, and fulfilling orders. An agent who performs this service may also handle inquiries about a product, cancellation of orders, order follow-ups, and requests for a product upgrade. The primary objective is to relay a customer’s information and order efficiently.
Benefits of Outsourcing Order Management
Businesses such as online stores and restaurants choose to outsource order management for these reasons:
To reduce overhead.
Many businesses primarily choose to outsource for the cost advantage. This way, they no longer need to worry about the tools and utilities of the employee-in-charge of orders. This is already included in the payment package.
To increase efficiency in the order management process.
A BPO company’s core function is to manage non-core tasks such as order management. Businesses looking for practical alternatives to improve their order management process opt to outsource.
To maximize all opportunities for a sale.
Businesses may also ask agents to include cross-selling and up-selling in their tasks. Outsourcing gives businesses the option to have round-the-clock operations for order taking.
To boost customer satisfaction.
Regardless of an online option to order, there are still customers who prefer to place orders through the phone. Some just feel more assured about their order with a live person to confirm it. With the choice to place orders via phone along with a competent agent to take them, a business improves customer satisfaction.
To accommodate a large volume of calls.
Order volumes may vary for certain businesses. For example, a flower shop can expect a higher volume of orders during the months of February and November. Outsourcing relieves businesses looking for immediate talent.
Industries That Outsource Order Management
- Food & Beverage
- Government services
When to Outsource Order Management
Below are some of the challenges that prompt business owners to outsource order management:
- Limited resources to support business expansion plans
- A sudden increase in the number of calls
- A high number of abandoned calls
- Too many customers complaining about the order process
Where to Find Outsourcing Partners
Once you have decided to outsource, it’s best to conduct your research about top outsourcing locations and outsourcing vendors worldwide. Just so you already have options to check out, India, China, and the Philippines are the top outsourcing destinations. While India is the most looked up to for IT-related services, the Philippines is the top outsourcing destination checked for voice-related services. These are the primary reasons for the case:
- Filipinos are highly-proficient in speaking the English language
- Filipinos can easily build rapport with foreigners because of their rich western cultural influences
- Filipinos are highly-literate
Anderson Group BPO is an outsourcing vendor from the Philippines recognized for helping enterprises reach greater heights through its outstanding services.
How Do I Start Outsourcing Order Management?
Pinpoint which area of your business needs improvement.
The first step is to identify the problem in your business.
Seek out solutions.
There’s a vast amount of references on the web to help you learn more about outsourcing.
Contact outsourcing vendors.
While conducting research, you may already find an outsourcing vendor that seems fit to solve your problem. Then you can call them.
- Discuss the problem you have identified with your vendor.
The outsourcing vendor will ask more questions about your nature of business and current process for order management. This allows them to customize their solutions.
The next step will depend on the fourth step. If the discussion went well, the next step can probably be visiting the vendor for a deeper discussion about your partnership.
If you have further questions about this opportunity, our lines are always open. Feel free to reach us out via the following: