Transparent BPO

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What to listen for in sample call recordings from a BPO?

Transparent BPO

Reviewing call sample quality is more than just taking recordings and analyzing random calls. May 2023 “”Customer service isn’t just about ensuring satisfaction, deescalating tense situations or giving away freebies. While we know these things are important, customer care solutions are intended to take things further. Call centers should strive to make emotional connections so […] The post What to listen for in sample call recordings from a BPO?

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Jamaica – A keystone location for BPO in the Caribbean

Transparent BPO

The island paradise boasts a renowned reputation for affable and friendly residents – and this extends into the mentality of local agents. With a perfect location, as well as strong cultural and economic ties to the US – Jamacia has been positioned to be among the most important nearshore locations as early as the 1990s. […] The post Jamaica – A keystone location for BPO in the Caribbean appeared first on Transparent BPO.

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How important is vertical experience when selecting a BPO?

Transparent BPO

An experienced partner can align not only your objectives and needs but also be invaluable in aligning with your company culture, but it is not the sole consideration to take into account when looking to outsource. Experience is important. No one will deny that. This is doubly important for any company looking to step into […] The post How important is vertical experience when selecting a BPO?

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Overcoming Outsourcing Client Concerns

Transparent BPO

A recent HFS Pulse Survey highlights several primary areas of concern for enterprises looking to outsource their operations: technological disruptions, work environment changes, economic volatility, and intense competition. Despite the ever-evolving remote business landscape, BPO providers have an opportunity to tackle enterprise concerns head-on and make a positive impact.

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The changing landscape of the “Office”

Transparent BPO

The Continued rise of the remote workforce has created an interesting issue to tackle for employers. April 4 2023 Businesses need an internal plan or, at the least, sufficiently prepared partners with the technology and know-how to ensure proper connectivity and the ability to engage their employees. The ever-growing segment of workers occupied by Millennials, […] The post The changing landscape of the “Office” appeared first on Transparent BPO.

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The Hidden Costs of High Attrition

Transparent BPO

Attrition, or employee turnover, is a major concern for call centers and contact centers, as it can (and DOES) significantly impact both their financial performance and their ability to provide high-quality customer service. When attrition boils over While the various triggers for attrition can vary greatly from case by case, industry to industry there is […] The post The Hidden Costs of High Attrition appeared first on Transparent BPO.

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Addressing the Decline in Customer Satisfaction

Transparent BPO

Customer satisfaction has been on the decline recently in many businesses across a variety of industries. This dissatisfaction is likely due to a combination of factors, both internal and external By Rob Johnson SVP, Operations From a recent study by the American Consumer Satisfaction Index (ACSI), a sharp decline has been seen in the scores […] The post Addressing the Decline in Customer Satisfaction appeared first on Transparent BPO.