FGC+ https://fgcplus.com Work Redefined. Business Unusual Mon, 19 Jul 2021 12:35:57 +0000 en-US hourly 1 https://fgcplus.com/wp-content/uploads/2019/01/cropped-fgcicon-32x32.png FGC+ https://fgcplus.com 32 32 Three Time Management Techniques to Help You Get the Most Done https://fgcplus.com/three-time-management-techniques-to-help-you-get-the-most-done https://fgcplus.com/three-time-management-techniques-to-help-you-get-the-most-done#respond Tue, 27 Oct 2020 17:06:07 +0000 https://fgcplus.com/?p=7535
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Do you often find yourself wishing you had more time? Or wondering how you were so busy throughout the day, yet you’re still left with a long list of things to do?  You’re not alone. One of the most common problems business owners struggle with is time management. Especially for small businesses or those in the scaling stages, there’s just a lot that needs to be done, too little time, and not enough manpower. Successful entrepreneurs know that good time management is essential – after all, time is a limited asset, making it invaluable. If you lose money, you can find ways to make it back; but a wasted hour cannot be re-lived again. Being able to manage your time effectively not only results in higher productivity but also leads to a better work-life balance.

Here are 3 popular techniques used by many industry leaders to help you master time management:

  1. Put a dollar value to your tasks.

You may already have the habit of writing down your tasks for the day – but the tyranny of the To-Do list is that it builds up. Even when you check off one thing, another thing (or two) just pops in its place. Here’s an approach that might help create a leaner, more manageable list:

    1. Create a list of all the usual tasks you have for each week.

    2. Then, categorize each item on the list according to its impact by assigning a monetary value to it. For example:

      $1000 – tasks with significant, immediate impact to your bottom line
      $100 – important and requires some expertise
      $10 – necessary, can be done by anyone, adds little value

    3. Delegate the $10 tasks. A big part of learning to efficiently manage your time is acknowledging that you can’t do it all. And that you shouldn’t have to. Consider finding an assistant – a virtual assistant can take a lot of things off your plate and help you with your daily activities. Of course, it’s important that you take the time to find skilled employee who doesn’t need too much oversight (micromanaging is an unnecessary time drain). A great EA or VA will get things done for you, freeing up your time for higher-level, 1000-dollar tasks.

  1. The Pomodoro Technique

Taking breaks may seem counterproductive – but many studies show that they actually promote better concentration and help ward off mental fatigue. Our brains are generally wired to respond to our surroundings (and its many distractions); so instead of working against this and forcing ourselves on one long, exhausting session, it’s better to break down a major task to smaller ones and work in short, focused intervals. This popular time management hack developed in the 1980s banks on the science behind taking breaks and works this way:

    1. Set a timer for 25 minutes and focus on a single task (or pomodoro) until it rings.

    2. After which, enjoy a 5-minute break before starting on another task.

    3. At the end of 4 pomodoros, take a 15-minute break before going back to work.

When following this technique, it’s important to be in tune with your own creative flow. You can adjust the timing (longer work sessions, longer breaks) as necessary; what’s important is you train your mind to function in a work-break pattern as this works with your body’s natural pulse and pause rhythm and allows your cognitive capacity to recharge.

  1. The Pareto Principle

In today’s technology-driven world, there are an abundance of tips, apps, courses, and the like that promise to help you manage your time better. These resources are great, but unless there is a perception shift – in the sense that you’re able to change the way you think about time – they’ll be temporary fixes.

The Pareto Principle is a concept that changes your purview of time. It posits that 80% of results come from 20% of the action. This imbalance is evident in many economic situations: 20% of sales reps generate 80% of the sales, 20% of customers account for 80% of the profit, 20% of patients account for 80% of healthcare expenditure, etc. It isn’t exactly 80-20 all the time; but, when applied to time management, the principle says that majority of your output should come from a small chunk of your time.

The basic idea behind it is prioritization – not everything holds even significance, so you must decide which activities have the most impact and how to maximize your resources in supporting these. It ties back in to the first item in this list; some tasks are better of ditched or delegated. Some helpful questions to ask are: Am I wasting too much time on specific tasks? Am I the most qualified person for this task? Does this task help me reach my number one goal? Warren Buffett is a firm believer of this principle, creating a derivation of it called the 5/25 rule.  

Time is an equalizer. You can be a CEO or an entry-level employee, you’ll have 24 hours in a day like everyone else. Whether or not you choose to adapt any of these methods, the difference will come down to how you use your hours. Make sure to make them count.

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Balancing Work and Life in a Work from Home Setup https://fgcplus.com/balancing-work-and-life-in-a-work-from-home-setup https://fgcplus.com/balancing-work-and-life-in-a-work-from-home-setup#respond Tue, 13 Oct 2020 20:54:18 +0000 https://fgcplus.com/?p=7160

Balancing Work and Life in a Work from Home Setup

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This article was written by one of our Senior Operations Managers, Max Cordero. He brings with him more than 10 years of operations management experience as he currently leads the FGC+ Bacolod Site.

One of the biggest areas of concern around the COVID-19 pandemic, aside from the grim possibility of death are loss of income and suboptimal mental health.  More and more people have reportedly showed signs of clinical depression.  Healthcare insurance providers have come up with care hotlines specific to counselling and psychological well-being.  I remember 2, 3 months ago when people can still say “I don’t personally know anyone who died of COVID”.  These days, it has become quite normal to see a friend in Facebook change their profile picture to either full black or a lighted candle. 

               Many business owners are currently operating from within their own homes. Even before the proliferation of COVID cases, many new entrepreneurs prefer the WFH setup – thinking that it’s the less stressful, more-time-to-oneself option. Truth is, it is easy to blur the boundaries of work and “non-work” or simply “home-life”.  This is true especially for roles with deadlines or cross-departmental dependencies.  I am no exception.  With social media and instant messaging providing round-the-clock connectivity, that DM notification can sometimes be very difficult to ignore.  My sister who is based in the US shared that she found herself working 12 to 14 hours straight everyday ever since she started working from home.  She’s an accountant.

               Making a distinction between the hours of “Work time” and “Home time” is crucial in maintaining our mental health.  Key is to acknowledge the fact that work doesn’t run out, so it’s futile to squeeze in all deliverables in one’s waking hours.  When work-life balance suffers, burnout ensues.  And it’s difficult to get burned out when you can’t “get out”.

To simplify, I think of my daily routine in terms of 3 chunks of 8 hours each:

  • 8 hours of Work
  • 8 hours of Home/Family
  • 8 hours of Sleep

Now, more than ever, don’t forget to make clear boundaries for each chunk.  I also can’t emphasize enough how we all need a total of 8 hours of sleep, Netflix and Facebook notwithstanding.  I, for instance, have managed to adopt the “medieval sleep pattern 1 ” of:

  • 4 hours sleep + 4 hours chores/errands or “me” time,
  • 4 hours sleep + 4 hours Family Quality Time

               The trick is to optimize our productivity during the 8 hours of Work.  I have to admit that it’s easy to be distracted when your Team Leader or Operations Manager is not around to monitor our online activities.  The result is our deliverables remain idle until maybe the last few hours of the shift.  Then we end up extending, hence Work eats into the other 16 hours of our day.

               It takes conscientious effort to stick to the 8 hours.  Be creative. Use an alarm. Set up a buddy system.  We should respect the act of LILO (log in, log out).  We owe it to ourselves.

Sources:

  1. “The myth of the eight-hour sleep” (https://www.bbc.com/news/magazine-16964783)
  2. Figure 1 and 2.  Bacolod City Health Office (CHO)

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Understanding the Uniqueness of Our Clients and their Business https://fgcplus.com/understanding-the-uniqueness-of-our-clients-and-their-business https://fgcplus.com/understanding-the-uniqueness-of-our-clients-and-their-business#respond Thu, 03 Sep 2020 20:46:37 +0000 https://fgcplus.com/?p=7051
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HOW DO WE DEFINE AND APPROACH DIFFERENT BUSINESS SEGMENTS?

“I don’t need a lengthy business review or account plan, I know what I’m doing,” or “We have no time for business reviews” or “It seems that only huge companies need this, I don’t.” Sound familiar?

How to define and approach different business segments and account types, strategic account planning and management and, of course, why these matter regarding operational performance and client success, are very important.

Why is this thoughtful approach to client segmentation so important? Because investing in strategic accounts is a huge commitment for organizations, same with investing too much in small/medium business groups, and there should be a similar perception on the customer’s side so that you can collaborate to help them achieve their desired business results; and yours as well.

What we need to primarily carry out are the following:

  1. Define Client Segmentation

    Client Segmentation is simply the grouping together of clients or accounts based on similarities they share with respect to any dimensions we deem relevant to our business. Dimensions could include customer needs, channel preferences, interest in specific metrics, customer profitability – the list goes on.
  1. Determine Client Types and Establish Varying Client Relationships for each

    Client relationships are like romantic relationships. You embark on a journey together where you will share negative and positive experiences and have to compromise to make things work. But just like personal relationships, client relationships can be challenging. The only difference is it’s really up to us (vendor folk) to make our partner (client) happy. But how do you do it? – You need to identify client types and establish mirror approach. Being able to appropriately match the approach to the client type not only makes for better collaboration, but also makes a client feel special by having the service directly tailored to them, too.
  1. Determine Types of Engagement or Level of Support

    For customer success organizations that are either building their team, scaling their team, or re-defining their processes, they know firsthand how many components go into planning and determining the right customer engagement model.

    For some clients, onboarding of their project doesn’t require a complicated process (low touch) and for other clients, they require individuals or teams to drive implementation (high touch).
    When you first start thinking about how you’ll engage with your clients, it’s important to take a big step back and consider a few questions: What’s this client’s annual revenue? Will a model that has a high touch team with many contributors actually support revenue growth, or will you need an engagement model that’s lower touch?

In a broader spectrum, in totality, understanding how unique each of your clients and their business is also your number one business. It is your gateway to a dream ROI, may it be in actual figures $$ or in establishing a strong, solid and holistic client relationship.

In collaborative discovery, you allow your clients to see you as an extension of their team, not as an outside partner.

In continuously building trust, you overcome gaps in terminology, expectations, and different past experiences.

In communication, you avoid frustrations. Nine out of 10 times, any frustration on either side occur because we aren’t communicating with our clients enough.

In correctly segmenting, defining and approaching your clients and their business, you provide a lifetime value. Rather than constantly focusing on finding new clients, you focus on looking after the clients you have; not just in the best possible way, but most importantly, you do it – the RIGHT way.

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Managing Difficult Meetings amid the Pandemic https://fgcplus.com/managing-difficult-meetings-amid-the-pandemic https://fgcplus.com/managing-difficult-meetings-amid-the-pandemic#respond Tue, 11 Aug 2020 17:13:15 +0000 https://fgcplus.com/?p=6867

This is the new normal.  With the pandemic taking its toll on human beings, typical ways of dealing with one another have changed.  Social distancing, protecting oneself from the Coronavirus (COVID-19) disease that has encouraged the wearing of face masks, and avoiding handshakes even when meeting people for the first time, have been the new steps taken by everyone in the last six months or so.  These have not only been observed in the normal life setting but also within the workplace. 

According to the International Committee of the Red Cross (ICRC), “the global pandemic may increase stress exponentially.”  It is causing people worry and anxiety.  In an article written by the American Journal of Managed Care (AJMC) in April 2020, “Nearly 7 in 10 employees indicated in a survey by mental health provider Ginger that COVID-19 pandemic is the most stressful time of their entire professional career, which has aligned with stark increases in new prescriptions of antidepressant, antianxiety, and anti-insomnia medications.”  With all the deliverable and tight deadlines that an employee is required to meet amid this unprecedented event, at minimum, it is both desirable and obliging to keep meetings less stressful than they could be sometimes.  Being unable to express one’s opinion and making a point across in virtual meetings effectively, employees and even leaders have to make extra efforts to not be misunderstood and become emotionally drained.  As employers and company executives battle to keep their companies afloat, difficult business meetings could have intense mental and emotional effects too.

Problems in meetings are summarized by these four categories as stated in the book, “Dealing with Difficult Meetings You Can’t Stand” by Dr. Rick Brinkman.  Those are Preparation (e.g. unclear agenda, kicking meetings off with unplanned topics or those that do not concern everyone), People (e.g. attendees not participating enough, personality clashes, people who like to talk but do not listen, and those who exercise control over discussions), Process (e.g. poor process or the lack thereof, being active on social media during meetings, unnecessary discussions, and running discussions again for attendees who show up late), and Time (e.g. arriving late, extended meetings, and countless meetings).  For people who consider time and mental health of great importance as ingredients to maintaining balance and being productive at work, these common pitfalls are not only taxing but are also roadblocks to getting things done efficiently.  

The next question is how we can overcome such challenging meetings. Everyone, including the meeting leader, has to always add value to any assembly.  This is what FGC+ upholds in both internal and client meetings.  When one always thinks of value, he can never go wrong. These are ten golden practices that can help you in your next meeting. 

  1. NECESSITY.  Determine if a formal meeting with more than two people is necessary. If it is, plan the duration effectively. Otherwise, leverage instant messaging to reach out to the other person directly and send a summary of discussion points thereafter.
  1. ROLE. If you have been invited to a meeting to discuss a particular topic you are not so knowledgeable about or exposed to, reach out to the meeting leader to clarify his expectations and if appropriate, recommend another point of contact to take over to ensure success in the delivery. This saves you from impending stress!
  1. MEDIUM.  As face-to-face meetings are discouraged lately, make sure that the right attendees are given the complete virtual meeting dial-in information ahead of time. As the leader, always be on time! Do not forget to secure your online meeting platform by applying a password and the like to prevent having unfamiliar folks join accidentally! Encourage the use of web cameras to create a warm environment for people to meet.  
  1. EXPERTISE.  As leaders who are expected to drive discussions, respect everyone’s time. Come to the meeting prepared with Frequently Asked Questions (FAQs).   
  1. PARTICIPATION. As the meeting leader, you have the responsibility to welcome the people who jump on the call, share the meeting structure, and make everyone feel comfortable. What can be worse than not being given the opportunity to talk when you know you have invaluable input!  
  1. RESPECT. Allow people to ask questions and share appropriate feedback. Avoid interruptions when one is talking. Hold your piece and say it at the proper time.
  1. COMMITMENT. If you do not agree with another, politely say so, and clarify your point properly. At the end of the day, realize that you are part of the team and you have to commit to get things done as agreed and planned by everyone.
  1. DECISIONS. Consider a poll when critical and quick decisions have to be made by the leaders within the meeting. This ensures everyone is aligned before they drop off.  
  1. SUMMARY. Do a recap of takeaways, owners, and timelines before the meeting ends and remember that since not everyone has a sharp memory like that of a child, send the minutes of the meeting afterward.
  1. END POSITIVELY.  Wish everyone a great rest of the day!

In these trying times, we all have the responsibility to help alleviate the difficulties that we, our colleagues, and team members experience.  Everyone has responsibilities to fulfill and if we work from home all day long, virtual meetings become the only official venue to see, hear, and talk with one another.  Let us all try to conduct the next one as effectively and lightly as possible!

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Building Work Culture (Even While Working Remotely) https://fgcplus.com/building-work-culture-even-while-working-remotely https://fgcplus.com/building-work-culture-even-while-working-remotely#respond Thu, 04 Jun 2020 21:04:47 +0000 https://fgcplus.com/?p=6634
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Today’s work landscape shows that, more than ever, a strong company culture is essential. Businesses with strong cultures enjoy a 4x increase in revenue growth and many jobseekers consider “the right culture” a top priority when looking for a company to work for.

Company culture is often thought to be fostered by employees coming together in team-building activities or company-wide assemblies. When colleagues spend time together and share experiences in one physical space, it’s easier to develop a sense of belonging, which is one of the major foundations of a great work culture. But with the current shift towards remote work arrangements where many teams are spread apart, building a winning culture is definitely a bigger challenge.

Here are some of the things distributed teams can do to improve company culture, even while working remotely:

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  1. Show them the BIG picture.

Inculcating your company goals and values should start from day one. This is why it’s important, first and foremost, to have a solid vetting and onboarding process for all new hires. Streamline your hiring process to ensure that all team members are the “right fit” and actively communicate your vision to everyone every step of the way. Also, it’s important that everyone, not just the upper management, feels a sense of shared leadership – this doesn’t only promote responsibility, but it also gives everyone a chance to rise to the occasion and affirm their skills and value. Giving each one a role in a collective goal keeps everyone aligned and fosters stronger teamwork.

  1. Improve communication.

Communication is different in a remote work environment – mainly because it requires one to be more deliberate; it requires a bit more effort. Non-verbal cues (such as body language, eye contact, etc.) and casual encounters (like inside jokes or water-cooler talk) are almost non-existent when you’re communicating through a computer.

To combat this, remote teams need to have the right tools (find a communication channel that is intuitive and makes collaboration easier), clearly set communication expectations (have a feedback mechanism in place with timely check-ins and consistent turn-around times for responses), meet regularly (cameras on, as much as possible), and encourage an environment of sharing (leaders have to actively set an example of being open and transparent). 

  1. Initiate company-wide “creative” fun.

Just because you’re no longer co-located doesn’t mean that team-building activities can no longer take place. You just have to be more creative in finding ways to allow everyone to participate and have fun. Some companies hold virtual happy hour, some have themed virtual meetings (costume day on Zoom is actually quite hilarious). It can also be as simple as scheduling a short time for non-work talk – ask them how their weekend went, share photos, etc. – or having virtual lunch together. Recreating the “office social life” leads to building camaraderie and stronger connections between team members.

  1. Prioritize health and well-being.

Isolation and loneliness are major concerns for remote teams, especially if your staff is going through an abrupt transition to the work-from-home life. From the comfort zone of being in office-based operations and the fact that humans are generally innately social, the sudden change to working alone can cause some anxiety. Another concern is the negative habits that may form – being more sedentary, adapting bad eating choices, being unable to fully unplug, among many others. Over time, these become a more serious problem because if employers want the best possible output, their employees should be in a highly functional space – mentally, physically, and emotionally.  

Particularly in a remote setup where you’re not able to physically see everyone, companies should invest the team’s overall wellness. Encourage your team to take leaves – some of them might feel awkward about taking a day off, since they’re already at home most of the time. Send out anonymous surveys to “temp check” how your team is feeling and what support they need more of. Provide comprehensive health packages that include regular assessments and reimbursements to health promotions (like memberships to a gym or subscriptions for low-calorie meals). Take the time to discuss and understand your people’s challenges and work towards solutions that help them achieve more balance.  

  1. Recognize and acknowledge.

For in-office teams, giving rewards and showing recognition is seen to boost performance and improve morale. This is equally important, if not more so, in remote teams. Just as it is valuable to inspire a shared purpose, it’s also vital to recognize and acknowledge.

One way to do this is by offering incentives – you should consider rewards that give employees a way to improve their wellbeing or develop themselves further, like spa coupons or paid learning opportunities. Another way is by sending out a “congratulations” email blast or putting up a virtual “bulletin board” to celebrate accomplishments. Positive reinforcement should be given regularly, in real-time. The ways can vary greatly among different companies, so make sure that you spend time in discovering what your team would be excited to aspire to.

At FGC+, our focus is not only on our clients but our staff as well. Our winning culture helps us attract and retain top talent and the fun work environment allows them to be the best they can be. We take pride in our culture of making work redefined and business unusual. Speak to us about setting up your own remote team!

 

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Overcoming Remote Work Challenges https://fgcplus.com/overcoming-remote-work-challenges https://fgcplus.com/overcoming-remote-work-challenges#respond Wed, 13 May 2020 13:46:02 +0000 https://fgcplus.com/?p=6610

COVID-19 is changing our offices and the way we work. Now, more than ever, companies are seeing the value of setting up remote teams and allowing remote work arrangements.

Remote work, even before “the times of corona,” was already on the rise. The number of employees who work remotely at least once per week has grown by 400% since 2010. 83% of global workers also say that remote work opportunities make them feel happier about their jobs. Despite the popularity and the many benefits, remote working is not without its challenges.

Here are some of the common challenges posed by remote working and some ways to combat them:

  1. Distractions at home
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We’ve all seen that famous video of a BBC reporter being interrupted by his kid while on-air and his wife coming in to snatch the kid away as quickly as possible – and it’s such a real, relatable moment for many remote workers. When working from home, some might also see tasks that aren’t necessarily urgent – from cleaning the apartment to feeding the pets, washing the dishes, or answering the occasional doorbell. Distractions at home are everywhere.

The solution:

The first thing to take care of when switching to a WFH arrangement is to set-up a home office. It doesn’t have to be extravagant, but it does have to be deliberate. It’s important that there’s a designated area for work – tidy, practical, and, ideally, in a separate space – and that the people you live with at home understand and respect your working hours. Taking short, timed, proactively planned breaks can also help increase productivity.

  1. Fragmented collaboration
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When team members are in the same office, they can easily work together, side-by-side, on a specific document or project, without a lot of limitations. When global teams work in different places and different time zones, however, there can be some delays in input and feedback. Also, communication through chat or e-mail, without the usual show of nonverbal cues and other supplementary information accomplished through face-to-face interaction, can feel distant and impersonal.

The solution:

There are now many online tools and programs specially created for remote teams –

a. Trello, Asana, Freedcamp, Timecamp (a time tracker) and other project management tools can help members take ownership of small tasks within projects. The progress visibility also allows teams to see which parts need more work and also reminds each of specific due dates.

b. Apps like Skype, GoToMeeting, Slack, or Zoom allows better collaboration by improving virtual communication. These programs help make correspondence among teams more seamless with their respective features such as notifications, file sharing, group chats, instant messaging, etc.

Many proponents of remote work also encourage teams to turn their cameras on during virtual meetings, as this promotes an enhanced digital experience and incites heightened focus, resulting in more dynamic meetings.   

  1. Lack of management oversight
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One of the most significant differences between working in the office and working from home is the lack of real-time, face-to-face supervision. New business owners, who are only beginning to scale, might lack the experience in managing employees and may encounter difficulties (especially due to the complication of not being in the same physical space). On the other hand, managers who have been used to the traditional set-up may find it tough to fully trust the team when they are unable to physically see them working.

Solution:

For those who are just beginning to venture into hiring remote staff, finding a reliable partner can help augment the initial challenges in managing remote teams. Some business owners don’t realize the actual amount of work this entails – hiring the right employees, setting their metrics, monitoring their productivity, and even taking care of their pay and benefits. It is helpful to remember that there are companies dedicated to offering these end-to-end services and providing full management oversight for remote teams.

Furthermore, while there are programs that can track progress and there are even some apps that can monitor exactly what an employee is doing, nothing beats building a culture of trust within the team. Compared with industry competitors, companies with high-trust cultures experience 50% lower employee turnover and 50% higher productivity.

 

Many experts believe that the coronavirus outbreak just accelerated and fast-tracked the inevitable shift towards what is dubbed “the future of work.” Companies who, at first, felt forced to adapt these arrangements are now changing their minds about remote work. As long as organizations take the time to tackle the challenges and find ways to overcome them, building remote teams just might be the move that can catapult a business to the next level.  

 

Since 2011, FGC+ has been instrumental in setting up successful remote teams. We know how to overcome these challenges; we know how to make remote teams the best they can be. Let us help you build yours today!

ATTRIBUTIONS: https://blog.vantagecircle.com/teamwork-quotes/

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5+ Interesting Healthcare Outsourcing Statistics https://fgcplus.com/5-interesting-healthcare-outsourcing-statistics https://fgcplus.com/5-interesting-healthcare-outsourcing-statistics#respond Tue, 05 May 2020 19:42:21 +0000 https://fgcplus.com/?p=6579

While many businesses have suffered declines in revenue because of the ongoing pandemic, one industry that is actually seen to have increased interest is the healthcare industry. All over the world, as hospitals try to keep up with the influx of coronavirus-positive patients, long-overdue appreciation is given to healthcare workers and many flawed medical systems are brought to light.

In the outsourcing world, the same attention and renewed perspective is also in order. Many outsourcing providers catering to the medical sector have had to make adjustments to ensure that the companies they serve remain fully operational, despite the disruptions. Here are some healthcare outsourcing statistics to consider:

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  1. The healthcare BPO market is estimated to reach 312 billion (USD) by 2025.

Just as outsourcing, as a whole, has proven to be a lucrative industry – one of its largest segments, the medical-related sector, is showing to be highly profitable, as well. Even with the current disruptions, it still shows no signs of slowing down; trends predict a steady +10% in CAGR until 2025.

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  1. Healthcare outsourcing services help companies save 30-60% on costs.

The main driver for the booming healthcare outsourcing industry is cost efficiency. Access to low-cost workforce and infrastructure helps institutions significantly increase their profit margin. 98% of C-Level executives surveyed said they were actively considering adopting such services or had already done so as a response to financial pressure and to allow them to focus on value-based programming.

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  1. The most common outsourced healthcare functions are: medical coding/billing, medical transcription,
  2. insurance/claims processing, virtual assistants/physician liaisons, healthcare customer support.

Healthcare outsourcing started with roles in the lower-end spectrum of healthcare information management – such as data entry, transcription, and the like. In the past five years, many key functions are starting to be added to the roster: from healthcare VAs doing live-charting to developers creating medical software.

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  1. Around 80% of medical bills contains errors.

One of the primary reasons causing revenue erosion in many healthcare institutions in the US is billing inefficiencies. This doesn’t just impact hospitals, but the entire ecosystem, as well: from physicians losing out on underpayments, to insurers having to reject an aggregate of 200 million claims a day, to the 79 million Americans who have problems with medical bills or debts. There’s definitely a snowball effect from an issue that can be mitigated by partnering with reputable and experienced medical billing services providers.

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  1. The Philippines is one of the best destinations for healthcare outsourcing the world.

The vast talent pool of nursing graduates (and graduates of other allied medical courses), combined with a high literacy rate (top 20 ranking in the English Proficiency Index with little to no accent) and alignment to the Western culture makes the Philippines a go-to for outsourcing healthcare functions. Filipinos, in general, also have commendable work ethic: they are resourceful, hard-working, patient, and good-natured.

 

At FGC+, we have a vast pool of healthcare professionals ready to work with you. Our delivery centers in Davao and Bacolod are strategically located to ensure we can build your team with top talent. Call us today.

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An SME’s Guide to Surviving COVID-19 https://fgcplus.com/an-smes-guide-to-surviving-covid-19 https://fgcplus.com/an-smes-guide-to-surviving-covid-19#respond Mon, 13 Apr 2020 20:06:10 +0000 https://fgcplus.com/?p=6465
SME Guide to Survive Covid

As the world tries to grapple with COVID-19, many different changes across the globe are taking place. Government leaders are setting up various security and precautionary measures for their communities as they deem fit. Travel restricted; quarantines imposed. Social gatherings discouraged; physical distancing emphasized. The world as we know it is being turned upside down. These disruptions will undoubtedly be hard on many businesses – catastrophic even, for small to medium enterprises that usually operate on tight margins and do not have much leeway when it comes to staffing. About 77% of small business owners admit to feeling “very worried” and are bracing themselves for the worst.

Here are five points that can help SMEs weather this global pandemic:

  1. Coordinate and communicate.

These ambivalent times make everyone – employees and customers alike – anxious and scared. More than anything else, people just want to feel safe and be reassured. Therefore, the most important response companies can make is to prioritize health and well-being. Businesses should be able to communicate and coordinate consistently, promptly, and in a supportive way.

Create a solid communication plan inclusive of:

  • a summary of relevant company policies (healthcare coverage, what to do when feeling unwell, employee assistance programs, etc.)
  • verified, up-to-date public health recommendations from reliable authorities
  • possible implementation of continuity plans such as work-from-home strategies
  • and other pertinent information

Without proper guidance and transparency, an organization can be susceptible to hysteria and panic. Communicating externally (with clients or customers) should also be done with care – because the tactics utilized and the voice used by the company will be a defining factor on their identity, even after the pandemic has been resolved.

  1. Triage financial obligations.

The next big concern business owners have is the uncertainty of being able to keep up with expenses. To address this, they should monitor cash flow more closely and create a list of priorities about which costs must be paid and which ones can be reduced. Consider deferring large investments and temporarily halting expenses that are non-essential or not directly impacting revenue. Similarly, if some clients are having difficulties fulfilling payments, consider negotiating better terms or providing less expensive services for the time-being – even if it hurts profitability in the short term, clients will always remember who helped them ride out the storm.

  1. Leverage remote work.

In a situation where remote work is no longer merely a matter of convenience, but may actually be instrumental in keeping people safe – many companies have been forced to adapt alternative ways just to keep the business operational. Businesses that are affected by local restrictions (that may hinder staff from coming to work) can turn to a global workforce and may also consider incorporating this into their long-term business continuity plan. If there is a sudden surge in work volume, outsourcing can be a quick and effective way to augment some functions or assist overworked in-house staff. This is the time when organizations should be nimble and creative in making adjustments to fit the current climate.  

  1. Strengthen digital marketing.

People all over the world are being encouraged to avoid crowds and, as much as possible, stay home. Many big events have been postponed and places where people usually spend their money (restaurants, malls, theaters, etc.) are closed. Because of the behavioral shift this entails and the fact that more people are spending more time online, building a stronger digital presence can be a brand’s biggest defense against the virus. Reinforce social media presence by being a trusted source of thoughtful, sensitive content and useful, updated information. Also, be innovative in thinking of new ways to deliver your message and how to reach the target audience better.

  1. Reflect and recover.

Many companies make the mistake of dwelling too much on readiness and responding to crises that they often forget about the recovery stage. In its simplest form, recovery is the transition of being back to “normal” or business as usual when the emergency starts to slow down or cease to exist. The best practice is for companies to be aware of and record points of friction, confusion, or failure, so that when they look back, they can accurately assess how well they performed (response evaluation) and if they were ever adequately prepared (readiness evaluation) in the first place. The insight gained in these times is invaluable for ensuring organizations don’t make the same mistakes again and for them to make improved contingency plans.

It’s no question that this isn’t just a public health emergency, but an economic crisis as well. Many hard decisions will have to be made. It’s uncharted territory for many – but one thing SMEs can hold on to as an advantage is the ability to be more agile. In being small, they can adapt and diversify more quickly than larger companies. Preparedness, flexibility, and innovation are essential in wading through these unprecedented times.



Let FGC+ be your partner in getting through the worst of this pandemic. Talk to us about our flexible solutions that can help you maintain continued operations.

ATTRIBUTIONS: https://www.quotemaster.org/Stakehttps://www.quotemaster.org/Stake

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Outsourcing Fails: Common Mistakes to AVOID https://fgcplus.com/outsourcing-fails-common-mistakes-to-avoid https://fgcplus.com/outsourcing-fails-common-mistakes-to-avoid#respond Wed, 11 Mar 2020 20:14:09 +0000 https://fgcplus.com/?p=6428
bill gates

Even if numerous companies are already reaping the benefits of outsourcing, there are still many who aren’t convinced. No one can blame them. There’s a long list of discouraging myths and misconceptions – and then, there are also several, very real outsourcing fails.

Case in point: 2010’s IBM vs the State of Indiana debacle. Both parties went to court over a ten-year outsourcing contract valued at 1.4 billion USD. Two years into the partnership, Indiana decides to pull out, citing that systems IBM implemented were problematic. It was a costly misunderstanding – a $78 million-dollar one, to be exact. Big, public disasters like these are more than enough to scare off the average entrepreneur. The silver lining is, though, that these widely known blow-ups also leave behind lessons that can help new business owners re-think their outsourcing apprehensions.

Here are some of the most common mistakes to A.V.O.I.D.:

A – Abruptly choosing just any service provider

One of the first decisions companies face after deciding to outsource is choosing their outsourcing partner. There many things that should be considered – from cultural fit, to expertise, to specific need – and it can be a long, time-consuming deliberation. Some companies make the mistake of jumping in too fast and not studying all the essentials. The right vendor can make or break an outsourcing strategy, which is why it’s important to take the time to find the right one.

V – Vague expectations

Statistics show that 50% of outsourced projects flop outright or don’t quite reach expectations. One of the main factors contributing to this is the fact that many companies don’t really know what they want in the first place. When expectations are unclear, the whole process doesn’t come together – hires aren’t the right fit, metrics aren’t correctly measured, goals aren’t met – and it inevitably ends in conflict and breakdown.

O – Overlooking security risks

With today’s rampant breaches and data leaks, security should be a top priority. Many outsourcing fails involve some form of security issue, especially when these matters were not explicitly discussed in the beginning. It is important for outsourcing partnerships to agree on how information is shared and stored; as well as to have systems in place to fight off security risks. 

I – Inconsistent and irregular communication

Some companies fail to realize that outsourcing is a progression. They think that when they find a vendor, express what they need, and start paying for the team, they can already wean off involvement immediately. The truth is that there are going to be hiccups along the way, no collaboration is perfect – so it’s important that there is regular communication for check and balance, improvement, and alignment.

D – Deciding based solely on price

For 82% of US companies, the primary reason for outsourcing is to save on costs. It’s normal to go for the option that gives the most bang for the buck. The danger is in thinking about pricing too much that everything else is sacrificed. Most often, the lowest rate possible, unfortunately, also comes with lower expertise and lower quality of work.



Like every other business decision, outsourcing has its pros and cons. In the case previously mentioned, many of the challenges were avoidable and could have been handled differently. For many successful companies, the benefits far outweigh the costs. A company’s outsourcing journey can be another cautionary tale or a success story – depending on business owners doing their due diligence, learning from the experiences of others, having safeguards to mitigate risks, and remembering what to avoid. Done correctly, outsourcing is a great, profitable strategy for any organization.



Considering outsourcing? FGC+ has helped many clients who are new to outsourcing by being the ideal partner, guiding them every step of the way. Let us help you get your outsourcing journey started.

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