1099 Employee
A 1099 employee is a self-employed individual who provides services to clients and receives a Form 1099-MISC from their clients to report their earnings to the IRS.
Accounting Outsourcing
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…
Agents
Agents in a call center directly interact with of customers and provide customer service through preferred communication channels such as calls, emails, messaging or social media.
Appointment Setting
Appointment Setting is scheduling corporate meetings and appointments of C-suite teams.
Average Handling Time (AHT)
Average Handling Time is a measure of the length of time it takes for a customer service outsourcing agent to handle a transaction from start to finish.
B2B Telemarketing
B2B Telemarketing is interacting with and pitching products or services to other businesses.
B2C Telemarketing
B2C Telemarketing is a type of telemarketing that also works in the same way as the other types of telemarketing, which is reaching out and pitching to create interest.
Back Office Support
Back office support is the term for business process functions that complement front office functions.
Back-Office Support Staff
Back-office support staff perform various administrative tasks that support the insurance operations.
Blended Call Center
The Blended Call Center is a type of call center that provides both outbound and inbound services.
Bookkeeping
Bookkeeping is a common Accounting function which can be outsourced offshore .
Business Intelligence
Business Intelligence is the process of leveraging data tools and infrastructure through techniques such as business analytics, data mining, data visualization for actionable and…
Business Process Outsourcing
Business Process Outsourcing or BPO is a rapidly growing subsection of the outsourcing industry.
Call Center
Call Centers are the first point of contact of customers and its workforce should provide responsive 24/7 customer service support.
Calls Handled
Most providers need to meet call quotas.
Channel
Channels are avenues for customer interaction and communication.
Chat Support
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…
Chatbot
A Chatbot is a software that provides intelligent, algorithm-based, automated responses to customers.
Claims Processor
Outsourced Claims Processors review insurance claims submitted by individuals or businesses, verify the claims information indicated, calculate and process claims payments and determine the…
Clerks
Clerks are responsible for managing case files, which may include organizing documents, maintaining case calendars, and tracking deadlines.
Client Interview
The client has the option for final interview of the employee to make the final decision.
Cloud Based Outsourcing
Cloud-based outsourcing is the process of outsourcing services available and accessible in a cloud computing infrastructure.
Cold Calling
Telemarketing is used in the same context or definition as outbound calling, also called “cold calling”.
Compliance
Compliance is a set of standards and regulations that is required in a call center.
Content Creation
Content creation is the conceptualization and creation of visual and written content.
Content Moderation
Content Moderators set up community guidelines and are responsible in the management of engagements and discussions and makes sure that all engagements meet community rules and guidelines.
Content Writing Outsourcing Philippines
Content writing outsourcing in the Philippines is a popular practice for businesses seeking to create high-quality content for their websites, blogs, social media, and other digital…
Cosourcing
The definition of cosourcing is having internal and external staff working together to complete the activities necessary to run a business.
Customer Experience
Customer Experience (CX) is the overall experience and perception of customers of a brand.
Customer Satisfaction Score (CSAT)
Customer Satisfaction (CSAT) is a measure of customer experience that illustrates how satisfied a customer is with product offers, services, and customer service .
Customer Service
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 Service Representative
Businesses can delegate the first point of contact of customers to a customer service representative to manage both outbound and inbound phone calls, and other functions such as answering…
Customer Support Associate
Customer Support Associates are the first point of contact of customers who manage both outbound and inbound phone calls, assist customers in preferred communication channels such as calls…
Data Entry Operator
Data entry operators are responsible for accurately entering and updating data into insurance systems.
Data Entry Outsourcing
Data Entry Outsourcing is the process of assigning the Data Entry function to an external third-party provider.
Data Entry Specialists
Data Entry Specialists file accurate and updated data that are easily to access in a database, meeting large volumes of data entry in a timely and systematic manner.
Dedicated Employee Model
Dedicated Employee Model is a chat outsourcing model where businesses receive provide real-time live chat support from a dedicated outsourced Live Chat agent or team of agents who manage…
Dedicated outsourcing services
Dedicated outsourcing services is a business model where an outsourcing provider offers specialized services or functions to a client on long-term projects that require constant monitoring…
Digital Transformation
Digital Transformation is leveraging digital technology to improve existing business processes and adopt new ones.
Discovery
The discovery phase is arguably the most important part in the outsourcing process.
Ecommerce Outsourcing Philippines
E-commerce outsourcing in the Philippines is a popular practice for businesses seeking to expand their online presence and improve their e-commerce operations.
Employer of Record
An employer of record is a third-party company that manages administrative and legal responsibilities of employing workers, such as payroll, taxes, and compliance, on behalf of a client…
Employer of Record (EOR) Philippines
In the Philippines , an Employer of Record (EOR) is a company that provides employer services to businesses who want to hire staff in the Philippines.
Entrepreneur
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.
Evaluation
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…
Form W-2
The Form W-2 is a tax form used by employers to report the wages, tips, and other compensation paid to employees, as well as the taxes withheld from their paychecks, to the Internal Revenue…
Form W8-Ben
Thr Form W8-Ben is a tax form used by non-US individuals or entities who receive income from US sources, such as royalties or dividends, to claim exemption or a reduced rate of tax…
Form W9
A Form W9 is a tax form used by freelancers, independent contractors, and other self-employed individuals to provide their taxpayer identification number (TIN) to clients who may need to…
Front Office Outsourcing
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…
Full Time Employee (FTE)
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 number of hours to be considered full…
Healthcare Outsourcing
Healthcare outsourcing is the practice of healthcare organizations outsourcing services, particularly non-core business functions, to third-party providers.
Help Desk
Issue resolution matters as much as the quality of customer service.
Help Desk Outsourcing Philippines
Help desk outsourcing in the Philippines is a popular practice for businesses seeking to provide efficient and effective customer support services to their clients.
Help Desk Specialist
Help Desk Support specialists respond to customer queries and resolves customer service to IT related issues quickly across any application, device, or channel.
HIPAA Compliance
The Health Insurance Portability and Accountability Act (HIPAA) Compliance is a standard set by the HIPAA for protecting patient data.
Human Resource Staff
Outsourcing to the Philippines grants businesses technical expertise in human resources with our talent pool knowledgeable in functions such as HR compliance, recruitment and selection…
Impact Sourcing
Impact Sourcing is a socially responsible hiring strategy used by businesses to bring disadvantaged or marginalized communities into the global economy.
Inbound Telemarketing
In Inbound Telemarketing, customers receive incoming calls from customers.
Independent Contractor
An independent contractor is a self-employed individual or business entity that provides services to clients under a contract or agreement.
India vs Philippines Outsourcing
India and the Philippines are two of the most popular outsourcing destinations in the world.
Insurance Process Specialist/Analyst
These professionals have in-depth knowledge of insurance processes , rules, regulations, and best practices.
Interactive Voice Response (IVR)
The Interactive Voice Response (IVR) is an innovative automated phone system technology that provides customer service to aid them in providing solutions to basic concerns via selected…
International Employer of Record
An international employer of record is a third-party company that manages the administrative and legal responsibilities of employing workers in a foreign country on behalf of a client…
Invoice Upload Specialist
Outsourced Invoice Upload Specialists provide timely and diligent collection of provider data in invoices and reports and uploading of these reports into the system for processing.
IT Support Staff
IT Support personnel assist and resolve both client and employee-related troubleshooting queries, from technical to process queries.
Key Performance Indicators
Key performance indicators (KPIs) are specific and well-defined measures of performance of defined objectives within a corresponding period of time.
Knowledge Process Outsourcing Philippines
Knowledge process outsourcing (KPO) in the Philippines is a popular practice for businesses seeking to outsource complex and knowledge-intensive processes to a skilled and experienced…
Lead Generation
One of the commonly outsourced functions in Business Process Outsourcing, Lead generation is identifying qualified customers through research and list building.
Legal Business Process Outsourcing
Legal practices face common challenges in the legal industry such as streamlining processes while being able to extend legal capacity by providing quality administrative support and respond…
Live Chat
Effective customer service can translate to potential conversions, customer loyalty and retention.
Live Chat Outsourcing
Live Chat Outsourcing is the process of assigning the Live Chat service support function to an external party provider.
Managed Services
Managed Services is an outsourcing option where you outsource a broader scope of business processes.
Manufacturing Outsourcing
Manufacturing outsourcing , also called Contract Manufacturing, is a widely known type of business process outsourcing that has been around as early as the 19 th century.
Market Research
Market research is providing buyer or competitor research aimed at collating customer, business, competitor and market insights, and buyer needs and preferences.
Medical Billing
Medical Billing is a Healthcare function of reaching out to respective insurance companies via inbound and outbound calling for collecting payments.
Medical Revenue Cycle
Medical Revenue Cycle Management starts when a patient makes an appointment or visits a clinic.
Mortgage Processing
Mortgage Processing is the process of documents collection, analysis and evaluation, and processing of loan applications of the borrower.
Multichannel Support
A multichannel support has customer service outsourcing agents who providing support across multiple customer communication channels.
Nearshore Outsourcing
Nearshore Outsourcing is when a business decides to outsource to a provider located in a neighboring country.
Net Promoter Scores (NPS)
The Net Promoter Score is a common customer service outsourcing metric .
Offshore Outsourcing
Offshore Outsourcing is when a business decides to outsource to a provider located in a different country.
Offshore SEO services
Search Engine Optimization (SEO) is the practice of optimizing content for the purpose of improving search rankings organically.
Offshore Staffing
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…
Offshore Staffing Philippines
Offshore staffing is the process of hiring, building, managing a dedicated team or staff through an external or third-party service provider located outside of a country’s area of…
Offshoring Providers in the Philippines
Business owners partner with offshoring providers in the Philippines who primarily provide business solutions with a reduced cost structure, and in doing so allows clients to save more time…
Omnichannel Customer Service
Omnichannel Customer Service is a type of customer service support that enables agility and consistent customer experience through integrating channels within a single database.
Omnichannel Support
Omnichannel Support is delivering customer service across all communication channels.
Onboarding
Onboarding encompasses everything that we do at Connext to ensure that your outsourcing experience is great from the start.
Onshore Outsourcing
Onshore Outsourcing this is when a business decides to outsource to a provider located the same country.
Operations Interview
In an Operations Interview , the employee has standardized interview with Connext operations manager to assess overall proficiency and fit.
Order Payment and Processing
Order Payment and Processing is an inbound customer service where outsourcing specialists can assist incoming calls from customers in need of support in order completion.
Order Processing
In Customer Service Outsourcing , Back-office Support Specialists can assist customers on payments and order processing concerns.
Outbound Call Center
In an Outbound call center, customer service outsourcing specialists make the calls to customers and initiate contact for the purpose of growing the customer base.
Outbound Telemarketing
Outbound Telemarketing is pitching to customers.
Outsource Digital Marketing Philippines
Outsourcing digital marketing services to the Philippines is a popular practice for businesses seeking to expand their online presence and improve their marketing strategies.
Outsource Sales to Philippines
Outsourcing sales to the Philippines is a popular practice for businesses seeking to expand their sales efforts while minimizing costs.
Outsource Transcription Philippines
Outsourcing transcription services to the Philippines can be a cost-effective option for businesses that require high-quality transcription services.
Outsourcing
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.
Paralegals
Paralegals may assist attorneys with trials by organizing and managing case materials, drafting and filing documents with the court, and preparing witnesses for testimony.
Payroll Outsourcing Philippines
Payroll outsourcing to the Philippines is the practice of hiring an external service provider to manage an organization’s payroll processing and related tasks, such as calculating employee…
Payroll Outsourcing Services Philippines
Payroll outsourcing to the Philippines is a popular practice for businesses seeking to simplify their payroll processes and reduce costs.
Payroll Processing
Payroll Processing is one function businesses can outsource where an Outsourced Payroll Specialist manages payroll transactions and establishes an effective payroll procedure and…
PCI Compliance
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.
Per Resolution Model
Per Resolution Model is a chat outsourcing model where Live chat agents charge a fee per resolution or ticket handled.
Philippines 13th Month Pay
The Philippines has a 13th Month Pay benefit, a mandatory benefit given to employees in the Philippines, equivalent to one-twelfth of their total basic salary earned in a calendar year.
Philippines Night Differential
Night differential is an additional pay given to employees who work at night, usually between 10pm to 6am, in the Philippines.
Philippines Professional Employer Organization (PEO)
A Professional Employer Organization (PEO) in the Philippines provides a range of HR services to other businesses, including managing payroll, benefits, and other administrative tasks…
Policy Administrator
Policy administrators manage the administration and maintenance of insurance policies , from managing policies from start to finish, including policy setup, underwriting, to issuing.
Productivity
Productivity is the most important measure for any employee.
Professional Employer Organizations
Professional Employer Organizations (PEOs) are companies that provide human resources, payroll, and benefits administration services to client companies, while also taking on certain legal…
Professional Employment Organizations
Professional Employment Organizations (PEOs) are companies that provide human resources, payroll, and benefits administration services to client companies, while also taking on certain…
Professional Outsourcing
The Professional Outsourcing option allows clients to outsource experienced professionals required by the project.
Project Managers
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…
Project-Based Outsourcing
The Project-Based model is when the outsourced software development team handles the management and deployment of the product.
Property Management Outsourcing
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…
Quality
Quality is self-explanatory but requires some thought to use as a management tool.
Quality Assurance Analyst
Quality Assurance Analysts is a professional who ensure operations meet the required performance standards, identify areas for improvement, and ensure compliance with industry standards.
Real Estate Outsourcing Philippines
Real estate outsourcing in the Philippines is a popular practice for businesses seeking to streamline their operations, reduce costs, and improve efficiency.
Recruiting
Recruiting Phase is the second phase in the process in the Connext Process.
Revenue Operations Consultant
A revenue operations consultant is hired to optimize spend on aspects that can increase the revenue of a company.
Robotic Process Automation
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…
Sales Support
Outsourced Sales Support provide outbound calling services to qualified leads.
SEO Outsourcing Philippines
SEO outsourcing in the Philippines is a popular practice for businesses seeking to improve their website’s search engine rankings and increase online visibility.
Service Delivery
Partner delivers a service to the client, billed on a per unit basis.
Service Delivery Manager
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.
Service Desk Specialist
You can delegate customer support to Service Desk Specialists to handle customer-facing requests, inbound calls regarding concerns and issue resolutions such as technical solution…
Service Level Agreement (SLA)
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.
SOC 2 Certification
SOC 2 is a detailed audit report that provides information on and certifies an organizations security, availability, processing, integrity, confidentiality, and privacy controls.
Software Developer
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…
Staff Augmentation
Partner provides staff that work under direction of the client, billed on an hourly or FTE basis.
Staff Leasing in the Philippines
Staff Leasing in the Philippines , also known as “outsourcing” or “contract staffing,” is a business practice in which a company hires employees through a third-party provider who then…
Team Leads/Supervisors
Team leaders provide overall support to their team members.
Technical Support
Technical Issues may still be encountered by customers even after well-designed product deployment, and software QA methodologies.
Telemarketing
Telemarketing is the practice of outbound calling, also called “cold calling” and emailing the product and service pitch or offer to prospects and qualified leads.
Transaction Processing
Transaction Processing is the management of data uploaded in internal processing systems.
Transaction Processors
Transaction Processors are responsible for reviewing and entering new sales into the internal database.
Underwriters
Underwriting support specialists, or underwriters, are responsible with managing high volume insurance applications.
Utilization
Utilization is a simple metric that shows how your employees spend their time.
Virtual Assistant
Virtual Assistants provide data entry, back-office and clerical support such as real-time support on administrative projects and deliver high-quality work under minimum supervision such as…
Virtual Captive
A virtual captive center is a local, third-party vendor, typically located offshore, contracted to provide services and business process support for a company.
W2 Employee
A W2 employee is an individual who is employed by a company and receives a Form W-2 at the end of the year to report their earnings and taxes withheld to the IRS.
Web Developer
Web Developers provide website build, innovative design features and website layout.
