Transparent BPO

Adapting to the COVID-19 Pandemic: Transparent BPOs Story

Transparent BPO

Preface. Over the past two weeks, Transparent BPO has undertaken a serious initiative — to deploy 850 brick and mortar contact center agents to a work-from-home (WFH) environment.

The Transparent BPO Story & Vision: Our Beginnings

Transparent BPO

To commemorate our 10th anniversary, I have written a two-part series outlining Transparent BPO’s history and vision. In this part, we take a look back at our beginnings. Part two will focus on where we’ve come over the years and our “2020 Vision” for the future.

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From Checklists to Competencies: Transforming Quality in the Contact Center

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Interview with Robert Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina Providing better customer experiences should be every contact center’s number one concern.

AIC: 3 Critical Factors in Contact Center Network Design

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The IT network, where the processing of sensitive data is done, and calls are being answered and initiated, is a crucial part of a contact center’s customers’ business model.

How Contact Centers are Responding to the COVID-19 Crisis

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“While we’re not back to ‘business as usual,’ we are starting to see business reopen and adapt to a new normal,” said customer service expert Shep Hyken.

Top 12 Qualities to Look for in an Outsourced Contact Center Partner

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Finding a quality, affordable outsourced contact center partner can be hard. There are many factors to consider, including site location, company culture, the technology in use, price, quality, and more. Certainly, you want to find the partner that is the right fit for your business needs.

Contact Center Agent Acculturation: Bridging the Culture Gap

Transparent BPO

Most of the clients served by Transparent BPO are U.S.-based based companies. Most Belizeans are native English-speakers who have a great affinity for the U.S. and a healthy level of understanding of American culture.

How Changing Customer Expectations Affect Churn

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It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology , such as artificial intelligence, chatbots, and automation. But those aren’t the only catalysts for change.

Customer Testimonial: Tony Menchaca, Verde Energy

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The following is a testimonial from Tony Menchaca , formerly CMO and co-owner of Verde Energy USA, a Transparent BPO client. I outsourced a lot of sales and lead generation work to call centers during my tenure as Chief Marketing Officer for Verde Energy.

5 Ways to Transform Contact Center Customer Experience

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Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm.

Transparent BPO Donates to COVID-19 Relief

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Five Belize BPOs, including Transparent BPO, made a donation of b???? ?f 95 m??k? to the Belize Ministry of Health (MOH) Friday, May 22, to assist with the impact of COVID-19. ?h? h? ???? th th? ??? ??n?? n?? ??r?h, t d?????t? nk ????unt unt […].

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How Call Centers Can Help Close the Customer Experience Gap in 2019

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brands are out of touch with their customers’ needs says Forrester’s Customer Experience Index, recently released. The result is a “dangerous gap” in consumers’ sense of emotional engagement, connection, and loyalty. “We

Top 10 Transparent BPO Blog Posts of 2019

Transparent BPO

As the curtain closes on 2019, we wanted to highlight the most popular blog posts of the year. They cover a wide range of topics, from quality monitoring to call center outsourcing to agent training to customer experience and more. Most were penned by members of our leadership team.

The Transparent Story: 2020 Vision for the Future

Transparent BPO

This post is the second of a two-part series commemorating our 10th anniversary. Part one focused on our origin story. In this part, we look back at where we’ve come over the past ten years and ahead to highlight our “2020 Vision” for the future. .

Low Unemployment: One More Reason to Outsource Your Contact Center

Transparent BPO

The low U.S. unemployment rate, currently four percent, tends to have a detrimental effect on employee retention, especially among low wage, entry-level positions, such as those found in contact centers. In those cases, turnover rates spike as competition for labor increases.

Nearshore Outsourcing: Building a Business Case

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The Philippines has worn the offshore outsourcing crown for years, having claimed it from India in 2012. The country’s BPO sector is so strong the LA Times called it the “call center capital of the world.”

10 Tips to Set KPIs to Align with Your Company’s Goals

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by Jason Sterns, VP, Business Development We are surrounded in our day-to-day world by metrics and measurements that track how we are doing, from the gauge in our cars that ensures we aren’t speeding to the number on the bathroom scale we might not agree with at times.

Chatbots or Humans: Which Will Win for Customer Service?

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The story of Paul Bunyan, the giant lumberjack accompanied by his sidekick Babe the Blue Ox, looms large in American folklore. One part of his story, popularized by Disney , involves a showdown between Bunyan, yielding his double-bladed ax, and a steam-powered chainsaw.

Customer Satisfaction With Contact Centers Down, New Report Says

Transparent BPO

Consumer satisfaction with contact centers is down, says a report from CFI Group. In its Contact Center Satisfaction Index (CCSI) 2019, market research firm CFI Group states that contact center satisfaction has seen a decline across multiple industries for the past few years.

How to Turn Your Contact Center Agents Into ‘Rising Stars’

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Nothing is more important to the ongoing success of a contact center than its ability to identify and develop tomorrow’s leaders today.

KEEP: The Essential Ingredient to KPI Performance Success

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Belize, where our contact centers are located, is home to Marie Sharp’s , a well-known hot sauce company. While not as popular as Tabasco, the company, named for its founder, produces products made with a unique secret carrot-based habanero pepper recipe.

Blocking and Tackling: 6 Rules for Contact Center Success

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Interview with Thom San Filippo, Vice President of Customer Service and Experience Design, Dow Jones Thom San Filippo Blocking and tackling.

Critical Factors to Outbound Lead Generation Success, Part 3: Contact Strategy

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In the two previous posts in this series, I talked about the need to hire the right agents for the outbound role, train them well, and prepare them to deliver the right messaging to your prospects — all critical elements to generating strong conversion rates.

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The ROI of Contact Center Benchmarking

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“If you can’t measure it, you can’t improve it.”

3 Contact Center Management Challenges Critical for Success

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The end goal of any contact center is to provide outstanding service to its clients and their customers. That starts at the agent level based on their interactions with customers and the ability to take care of the customer’s needs professionally and efficiently.

8 Ways to Turn Your Contact Center from Cost to Profit

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If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line.

The ROI of Contact Center Benchmarking

Transparent BPO

“If you can’t measure it, you can’t improve it.”

4 Critical Factors for Outbound Lead Generation Success, Part 1: Agents

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Editor’s note: This post is the first of a 4-part series addressing factors that contribute to outbound lead generation and customer acquisition success. We plan to publish parts 2-4 monthly.

7 Steps to Increase Contact Center Agent Retention and Engagement

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There are many reasons to retain good contact center agents. For one, they result in higher performance metrics, such as AHT, FCR, and CSAT. Engaged employees also stay longer, reducing attrition and the costs associated with it.

How to Create a Business Continuity & Disaster Recovery Plan; 6 Tips

Transparent BPO

There’s no need to let a disaster worry you, not when you have a business continuity and recovery plan.

Choosing Call Center Locations: Quality Over Cost the Deciding Factor New Report Says

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The call center industry continues to expand globally as companies seek to balance labor availability, labor costs, geopolitical stability, and business climate says the Site Selection Group (SSG) in its latest location trend report, which identified regions showing the highest rates of growth.

Guess What Pairs Well with Nashville Hot Chicken

Transparent BPO

You’ve probably heard of Nashville Hot Chicken. Plenty of places in the Music City serve it, and you can try it while attending CCW Winter in Nashville later this week. Want to guess what beverage pairs well with hot chicken? Champagne. That’s right.

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7 Pivotal Contact Center Trends for 2020

Transparent BPO

Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future.

7 Keys to Effective Contact Center Team Leadership

Transparent BPO

I recall my first day of being a team leader of a remote monitoring team. I was extremely excited about the promotion and opportunity but remember the anxiety and thoughts of “no one told me how to do this properly.”

How Market Saturation Affects Contact Center Site Selection Decisions

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This post — part three of our Expert Interview Series — features Brett Bayduss, Partner, Site Selection Group. Market saturation is one critical factor brands must consider when making contact center site selection decisions.

Transparent BPO Executive Chosen as 2020 ICMI Featured Contributor

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How We Train Our Call Center Agents for Long-term Success

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This post is the second in a 2-part series by Pat Ricken, Director of Training, QA, and Leadership Development, on our process for call center agent training. You can view part 1 here. Too often, contact centers only conduct agent training on the front-end.

4 Critical Factors to Outbound Lead Generation Success, Part 2: Messaging

Transparent BPO

Words are powerful. The right words spoken by a skilled contact center agent are not only powerful but persuasive as well.

Training Contact Center Agents to Display Empathy: Nature or Nurture?

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3 Reasons Nearshore Outsourcing Is a Better Bet Than Offshoring

Transparent BPO

If you are a U.S. company that is considering outsourcing your customer service, sales, or support call center, nearshore outsourcing is a much safer bet than offshoring.