Building a Secure Remote Workforce: Outsourcing Virtual Assistants for Phoenix E-commerce  

A BPO company in Phoenix can assist your e-commerce store in managing different processes. With virtual assistants (VA) capable of handling customer service, bookkeeping, logistics, sales support, and more, the service provider is a one-stop shop for your business needs. 

If you are considering hiring VAs to handle your daily operations, then this article is for you. It discusses the benefits of building a remote workforce for Phoenix e-commerce businesses. 

Read until the end to learn valuable tips for outsourcing third-party professionals from reputable vendors.

The Perks of Outsourcing a Remote Workforce for Phoenix E-Commerce Shops

Discover the benefits of leveraging offshore or nearshore staffing for your e-commerce operations.

Lower Spending on Operations for More Funds 

Reduced operating expenses are the primary motivation for hiring a remote workforce for your Phoenix e-commerce company. You can save more by outsourcing instead of building an in-house team to manage e-commerce customer service and other back-office activities.

Below are the business areas where you can save costs: 

• Hiring. One advantage of partnering with a business process outsourcing (BPO) firm is lower recruitment expenses. The service provider handles all of the time-consuming and costly hiring procedures. It is also responsible for job advertisements, candidate interviews, tests, initial orientation, and training.
• Salary. Another benefit of remote VAs is saving money on paychecks, bonuses, commissions, and other types of compensation. The outsourcing vendor also shoulders staff-related spending, such as medical insurance, vacation, and sick leave.
• Upskilling. When outsourcing a remote workforce for Phoenix e-commerce functions, the BPO provider pays for the training and skill development. It sends VAs to workshops and seminars to upgrade their skills and stay updated on the latest working standards and procedures. 
• Office resources. The third-party company also uses digital and physical infrastructures (e.g., workspace, computer systems, office supplies, and equipment) to manage your e-commerce processes. You no longer have to invest in fixed assets.

Affordable and Reliable Remote Workers for Better Returns 

One reason to outsource a remote workforce for your Phoenix e-commerce processes is talent. Offshoring providers in the Philippines, Mexico, and Costa Rica offer skilled e-commerce support professionals at reasonable rates.

Below are the average monthly salaries of customer service representatives in the Philippines, Mexico, and Costa Rica compared to Phoenix.

Sources: The Philippines, Mexico, and Costa Rica figures are from Glassdoor, while the Phoenix, Arizona (U.S.) number is from Indeed.  

Note: Salaries were converted from Philippine pesos (PHP), Mexican pesos (MXN), and Costa Rican Colón (CRC) to U.S. dollars ($). The exchange rate was PHP56.07 to $1, MXN17.06 to $1, and 512.31CRC to $1 as of March 1, 2024.

A quick look at the table above shows that e-commerce customer service outsourcing to the Philippines nets you a potential monthly savings of $4,170.21 ($4,625 less $454.79) or $50,042.52 annually ($4,170.21 multiplied by 12 months).  

The salary levels and computations provided are approximations. To learn about actual rates, contact a BPO provider.

Positive Work Traits for Strong Morale, Productivity, and Performance 

Outsourcing a remote workforce lets you leverage favorable work attributes for your Phoenix e-commerce business. Expect the following traits from offshore and nearshore work-from-home (WFH) teams:

• Optimistic. Filipino offshore professionals look at the silver lining in difficult situations. Remote staff members with pleasant and enthusiastic mindsets retain efficiency, performance, and customer relations. 
• Reliable. Offshore and nearshore remote workers are often dependable. Once they are comfortable with the job, they can complete duties within your standards with minimal oversight. They are also enthusiastic team players, quick learners, and engaged listeners.
• Dedicated and creative. Most third-party contractors are meticulous and approach their tasks with drive and a sense of responsibility. They constantly and patiently seek solutions to work-related challenges. 
• Service-focused. The offshore remote workforce is known for serving foreigners, which can be handy for Phoenix’s e-commerce. In particular, Filipino professionals excel in customer care and service because of their natural hospitality. They strive to provide visitors, clients, and consumers with the best service possible.

Healthy work characteristics contribute to higher morale, leading to:

• Increased revenue resulting from extra productivity and performance
• More savings or reduced expenses as a result of fewer absences
• Lower attrition due to high work fulfillment
• Improved health because of less work pressure
• Enhanced innovation and inventiveness since they are motivated to succeed

Limited Regulatory and Employee Responsibilities to Cut Costs 

Outsourcing a remote workforce minimizes the legal accountabilities of direct employee recruitment for Phoenix e-commerce businesses. Many governments in outsourcing countries allow local workers to organize unions to give them negotiating power.

Additionally, starting your own business or setting up an office overseas means adhering to and staying current with the various standards, laws, and administrative procedures.  

When outsourcing e-commerce services and other processes, your BPO partner oversees human resources (HR) functions such as hiring, onboarding, and training. It also deals with labor and personnel management concerns.

Here are the benefits of outsourcing HR operations:

• Streamlined workflow. One reason to opt for a remote workforce for Phoenix e-commerce is that service providers have HR specialists who can help with complicated legal processes and documentation. They can guarantee the outsourcing team’s compliance with regulatory requirements to avoid infractions and legal repercussions. 
• Quick access to a large talent reserve. Your BPO partner has broad recruitment networks, enabling you to find suitable people for remote work. 
• Cost-efficient service. Running an internal HR unit increases ongoing costs. You must pay for wages, coverage, income taxes, and fringe benefits. Extra work areas, office necessities, and equipment must also be provided. On the other hand, outsourcing uses the vendor’s workforce and facilities. 
• Significant time savings. A key reason to outsource a remote workforce for your Phoenix e-commerce store is time effectiveness. The BPO firm handles repetitive and time-consuming HR activities, such as payroll management and talent sourcing. It frees up your valuable resources and shifts them to more critical tasks.

Scalable Tasks to Optimize Costs 

One significant benefit of building a remote workforce for Phoenix-based e-commerce operations is scalability. Outsourcing allows you to scale assigned operations according to business conditions. You can manage operating costs better with this capability. 

A third-party provider manages offshore or nearshore remote staffing to prevent overspending. The vendor can reduce the number of workers without firing people. It can assign impacted contractors to other accounts or procedures. 

The BPO company can also supply more staff to handle a spike in purchases, contact quantities, or functions. This capability is advantageous during holidays and major marketing and sales initiatives. The third party’s expertise is meeting increased demand by dispatching additional personnel.

Moreover, the remote workforce can collaborate with your Phoenix e-commerce store’s internal team. Scalability lets both parties share the tasks. The in-house department can prioritize specialized and high-value assignments, while the third-party WFH team works on time-consuming and low-value processes.

Rotating Work Shifts for Continuous Customer Service  

A flexible work schedule is another advantage of outsourcing a remote workforce to Phoenix e-commerce businesses. Offshore BPO companies can provide 24/7 customer-centric outsourcing services because their teams are willing to work anytime. 

WFH professionals report for work regardless of the time due to their setup and convenient location. They can also work on holidays, weekends, late hours, or in different time zones. Off-hours, rotating shifts, and weekend schedules are minimal concerns for many offshore remote workers.

Hiring a remote workforce for your Phoenix e-commerce company makes round-the-clock customer service possible. If your business is in the U.S., your on-site team can manage the daytime shift while the offshore crew handles the night shift. 

Check out the benefits of having 24/7 customer support:

• Gain buyers from various time zones. With no closing time, you are open to consumers worldwide. Tapping international markets is possible if your remote VAs deliver continuous service. 
• Establish a competitive advantage. Round-the-clock consumer assistance can enhance your image and help you gain an edge over competitors. Large e-commerce enterprises provide nonstop customer service to differentiate themselves from their market rivals.
• Provide robust communication. Besides 24/7 agent availability, your service provider likely has a comprehensive communication network integrating live chats, messaging platforms, and chatbots. This combination ensures rich agent-customer interactions.

Increased Focus on Core Competencies to Build Competitive Edge

You can concentrate solely on your strengths by hiring a remote workforce for your Phoenix e-commerce enterprise. Outsourcing lets you channel your talent and resources into essential revenue-generating tasks, such as introducing better products, honing sales strategies, or acquiring more markets.

Offshoring allows you to commit your in-house team to the core business, leading to product and service innovation or market development. Concentrating on the company’s main activities lets you gain and keep a competitive edge over your industry counterparts. Outsourcing a remote workforce for your e-commerce operations can assist in realizing this goal.

Below are the benefits of gaining a competitive advantage: 

• Stronger consumer loyalty. Buyers are more inclined to engage your business when you provide excellent customer service consistently. This commitment can result in continued patronage and recommendations.
• Higher markup. You can sell at higher prices when you have a competitive edge, resulting in higher margins and income.
• Larger market share. With an upper hand, you can corner a bigger slice of the market. This can translate to better earnings and growth.
• Lower attrition. A sustained competitive edge means higher profits, which you can share with employees via bonuses and incentives. Workers tend to stay in a company longer when they receive more monetary compensation. Retention reduces turnover expenses and boosts production. 

Large Competent Workforce to Provide Top-notch Services 

One compelling reason to outsource a remote workforce for Phoenix e-commerce companies is that offshore and nearshore destinations have qualified, young, and educated individuals.

Millions of Filipinos, Mexicans, and Costa Ricans 15 years old and above are available to work. For instance, the Philippines’ labor force participation rate is 65.3% (see table below). Simply put, six of ten able Filipino workers are willing to get a job.

Source: Trading Economics

Additionally, each country regularly produces thousands of graduates who are trained, enthusiastic, and driven to work. These graduates see formal and higher learning as a means to a better job. 

When outsourcing processes, a large pool of available workers is advantageous. A plentiful labor supply correlates with affordable wage expenses. Salaries tend to be steady when enough workers are available in the market. A labor shortage, on the other hand, will drive up wages and outsourcing service rates, increasing your operating costs.

Effective Remote Workers for Higher Productivity 

The key reason for deploying a third-party remote workforce for Phoenix e-commerce businesses is increased productivity. A service provider distributes responsibilities to remote VA teams with flexible work schedules and efficient setups.

This job arrangement allows VAs to concentrate more on work because they no longer have to perform time-consuming activities such as pre-work preparations and travel.

A remote workforce also enables faster and more effective service for Phoenix e-commerce businesses. Below are some elements contributing to increased job productivity: 

• High data privacy. Remote workers use cybersecurity systems to protect crucial data from hackers and online attackers.
• Structured remote work. A BPO provider implements mandatory WFH procedures to maintain high productivity and teamwork.
• Regular online sessions. Third-party team members frequently check in with each other for work and project updates. 
• Frequent communication systems use. Remote VAs leverage the latest applications for synchronized interactions.
• Equipped WFH team. The BPO vendor equips third-party professionals with computer systems and other digital devices to facilitate work and deliver tasks more effectively. 

Enhanced Customer Experience (CX) for Stronger Consumer Loyalty

A remote workforce excels at continuously providing outstanding customer experiences, benefiting Phoenix e-commerce stores. An enhanced CX means a more loyal and satisfied customer base.

Discover the advantages of improved CX for online retail: 

• More positive feedback. A professional VA can deliver favorable customer experiences that strengthen brand loyalty. Pleased buyers are more likely to endorse your product or service. They return for repeat business, generating more revenue while helping decrease advertising expenditures. 
• Better brand perception. Excellent customer service engages more brand advocates. The remote customer support team can assist you in outperforming or keeping pace with the competition. A solid brand reputation can also contribute to a larger market share.
• Increased return on investment (ROI). Another reason to obtain a customer-focused remote workforce for your Phoenix e-commerce business is that a higher-quality CX enhances ROI. Online shoppers spend more when they receive a better experience. They will likely encourage or persuade others to use your products and services, increasing revenue.
• More accurate information about customers. CX offers insights into consumer buying behavior. The third-party team examines this data to improve customer service techniques.

How to Outsource Remote VAs with a BPO Provider 

An ideal option to secure a remote workforce for your Phoenix e-commerce company is to partner with an established BPO company. 

Consider these pointers when outsourcing:

1. Assess Outsourcing Plans and Priorities

Develop an outsourcing strategy before collaborating with a BPO company. Define the motivations for hiring a remote workforce for your Phoenix e-commerce operations. Below are a few instances of potential objectives:

• To be adaptable in dealing with unanticipated issues 
• To increase earnings for market growth
• To reduce operating expenses for a positive bottom line
• To spend more resources on core competencies to improve business edge 
• To upgrade current technologies and tools for increased job output and efficiency 
• To promote customer loyalty and retention for steady sales growth  

2. Evaluate Different Third-party Vendors

Offshore and nearshore outsourcing destinations have numerous service providers. Follow these tips when seeking a BPO partner for your remote e-commerce workforce.

• Perform thorough research. Collect details on all prospective BPO vendors. It is best to consult neutral, independent, and authoritative web sources.  
• Investigate security methods. The BPO candidates must use the latest data security technology that protects essential customer, client, and business data. 
• Choose a specialized team. Find a BPO partner with third-party staff that works exclusively on your e-commerce processes. Prefer a dedicated crew over shared services as much as possible. 
• Check their competence. Inquire about the candidates’ outsourcing experience and client records. Pick service providers with subject-matter specialists on the team. They should offer outsourced customer service tips and other advice to help you succeed. 

3. Request Detailed Service Pricing Lists 

To optimize the remote workforce for your Phoenix e-commerce firm, get the BPO prospects’ complete service rates and charges. Ensure they include extra costs for unforeseen circumstances or additional tasks. Certain third-party vendors might bill you for offerings not included in the initial agreement. 

As such, perform a comprehensive examination of their pricing packages. Their service fees vary. Examine, contrast, and analyze the merits and cons of each pricing plan. Calculate the total cost. Reduce the list of candidates by picking vendors that minimize expenses while maximizing possible income.

4. Distribute a Request for Proposal (RFP) to the Selected Parties

Produce and distribute an RFP to your short-listed nominees to maximize remote workforce outsourcing for your Phoenix e-commerce enterprise. An RFP is a business instrument that collects price quotations from contenders and encourages them to join in the bidding procedure. The objective is to obtain the most affordable pricing and the best possible service.

Review the bids you get from potential vendors. Accept the most suitable BPO bid and conclude the negotiations with a service-level agreement (SLA). An SLA is a legal agreement specifying the services that must be provided and the metrics or key performance indicators (KPIs) it must fulfill.

5. Closely Monitor Outsourced Procedures 

When offshoring or nearshoring, duties must be aligned with your primary objectives. Monitor the BPO partner’s processes, effectiveness, and outputs with the following accepted measurements: 

• Qualitative. This indicates the third-party team’s understanding of your services, products, and company. Soft skills, such as creative thinking, problem-solving, and teamwork, are included in this statistic. 
• Quantitative. KPIs track the team’s progress. Customer satisfaction score, net promoter score, first response time, and average resolution time are some established indicators.

6. Cultivate a Long-term Partnership with the BPO Partner 

Get the most out of remote workforce outsourcing by building a solid relationship with the service partner. If everything proceeds as anticipated, your partnership with the service provider can last long. 

Maintaining a strong business connection with the BPO company is critical. Solid relations raise the likelihood of accomplishing particular outsourced goals and needs. Irrespective of the business or economic scenario, the vendor can help you survive and prosper.

Constant communication is critical to improving and solidifying credibility between the two parties. Collaboration is required, especially when facing difficulties that demand an urgent response. 

Additionally, online discussions and interactions keep both groups on a similar wavelength. They help you maximize the remote workforce for your Phoenix e-commerce business. 

The Bottom Line

Many offshore and nearshore professionals prefer to be part of a WFH team. The reasons? They can have a pleasant work environment without experiencing stressful public transportation and traffic to the physical office. Working in a customized and enjoyable setting enhances their concentration, morale, productivity, and satisfaction.

Remote work is a win-win scenario for your company and third-party workers. It results in higher staff productivity and better revenues.

Let’s connect if you want to learn more about building a secure remote workforce for your Phoenix e-commerce business!