Customer Contact Central

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

Transparent BPO

MAY 19, 2023

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?

Call Center

Call Center Customer Service Customer Care Business Process Outsourcing

Jamaica – A keystone location for BPO in the Caribbean

Transparent BPO

MAY 12, 2023

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.

Business Process Outsourcing

Business Process Outsourcing Contact Center outsourcing Customer Service

How important is vertical experience when selecting a BPO?

Transparent BPO

MAY 5, 2023

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?

outsourcing

outsourcing Accountability Business Process Outsourcing Contact Center

Overcoming Outsourcing Client Concerns

Transparent BPO

APRIL 13, 2023

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.

outsourcing

outsourcing Enterprise Surveys Technology

The changing landscape of the “Office”

Transparent BPO

APRIL 4, 2023

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.

Technology

Technology Business Process Outsourcing Contact Center Employee engagement

The Hidden Costs of High Attrition

Transparent BPO

MARCH 22, 2023

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.

Contact Center

Contact Center Call Center Customer Service Business Process Outsourcing

Addressing the Decline in Customer Satisfaction

Transparent BPO

MARCH 15, 2023

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.

Business Process Outsourcing

Business Process Outsourcing Contact Center Call Center outsourcing

More Women to Take Top Jobs in BPO Sector

Transparent BPO

MARCH 10, 2023

How One Recent Article Inspired us to Speak Up and Spark Change in the Industry By Heather Sandusky, VP of Training; Marilyn Soares, VP of Client Services; Natalie Dickey, VP of Finance The President of the Global Services Association of Jamaica, Anand Biradar, is of the belief that over the next five to ten years, […] The post More Women to Take Top Jobs in BPO Sector appeared first on Transparent BPO.

Finance

Finance Business Process Outsourcing Contact Center outsourcing

IAOP Names Transparent BPO a Top 100 Global Outsourcing Leader

Transparent BPO

MARCH 6, 2023

Award designates Transparent BPO as one of the world’s best outsourcing services providers ROCKVILLE, MD, February 27, 2023 — Transparent BPO, a leading nearshore and offshore contact center solutions provider, is pleased to announce the company’s selection for The 2023 Global Outsourcing 100® by the International Association of Outsourcing Professionals® (IAOP®).

outsourcing

outsourcing contact center solutions Contact Center Business Process Outsourcing

Top Takeaways from the 46th Annual Training Conference & Expo

Transparent BPO

FEBRUARY 23, 2023

Developing Your Talent Pipeline and Other Hot Topics Training, leadership development, learning and performance professionals came together in Orlando for the 46th Annual Training Conference & Expo. Hugh Rumbaugh, Director of Digital Learning at Transparent BPO, was our eyes and ears, recording his top takeaways and how they can apply to the contact center industry. […] The post Top Takeaways from the 46th Annual Training Conference & Expo appeared first on Transparent BPO.

Contact Center

Contact Center Customer Service outsourcing Customer Experience

Finding Your Staffing Fit

Transparent BPO

FEBRUARY 2, 2023

The ideal contact center ratio is not a one-size-fits-all proposition. By Jon Williams, Sr. Site Director of Belize Operations, Transparent BPO Formulas help businesses run smoothly. There are a host of prescribed formulas for running a successful and profitable enterprise, from the cost of goods sold to inventory shrinkage formulas. Business management gurus have pored […] The post Finding Your Staffing Fit appeared first on Transparent BPO.

Contact Center

Contact Center Enterprise Management Business Process Outsourcing

Deploying A BPO Disaster Recovery Plan Built for Your Business

Transparent BPO

JANUARY 31, 2023

“Hope” is not a plan to mitigate inevitable risk! By Randy Rollins , VP of Information Technology, Transparent BPO A well-worn mantra circulates throughout information technology circles: “it’s not a matter of if something will go wrong, it’s a matter of when something will go wrong.” Something will inevitably go awry with your IT systems […] The post Deploying A BPO Disaster Recovery Plan Built for Your Business appeared first on Transparent BP

Technology

Technology Business Process Outsourcing Contact Center outsourcing

Identifying the Criteria for Your Ideal Contact Center Location

Transparent BPO

JANUARY 5, 2023

Hint: Sticking a pin on a map is not the best option By Lance Hale, President, Transparent BPO There is a right way to determine the best location for your outsourced contact center. And then there’s the wrong way. The wrong way is to grab your elementary school globe atlas and stick a pin on […]. The post Identifying the Criteria for Your Ideal Contact Center Location appeared first on Transparent BPO.

Contact Center

Contact Center outsourcing Customer Service Customer Experience

Course Correction

Transparent BPO

DECEMBER 29, 2022

Tactics to turn underperforming contact center staff into superstars By Steve Dibari and CJ Cardwell , VPs of Operations, Transparent BPO To deliver a great client experience, you have to have great employee engagement in your contact center. Passionate and engaged employees will deliver great service while underperforming agents and managers have the potential to drag […].

Contact Center

Contact Center Employee engagement Management outsourcing

Paying It Forward

Transparent BPO

DECEMBER 15, 2022

Reaping the benefits of compounding interest of a continuing education program. By Hugh Rumbaugh, Director of Digital Learning, Transparent BPO “A progressive-thinking contact center can offer digital courses online, provide classroom instruction, or choose to offer one-on-one instruction through job shadowing or mentoring opportunities. Furthermore, the courses can be prescriptive or purely elective.“ – Hugh […].

Contact Center

Contact Center Education outsourcing Customer Service

Avoid the Minefield of Security Compliance

Transparent BPO

DECEMBER 1, 2022

Your company culture will determine the level of rigor necessary to protect critical data. By Keith Smith, Director of Compliance, Transparent BPO Company culture isn’t frequently uttered in the same breath as information security and compliance regulations. ‘Client success’ and ‘supportive workplaces’ are corporate values and terms more frequently associated with a company’s culture.

Contact Center

Contact Center Customer Service outsourcing Customer Experience

Do Work-From-Home Agents Work for You?

Transparent BPO

NOVEMBER 17, 2022

The answer may lay with your clients and agents. It’s on everyone’s lips. They all seem to be talking about it – from the C-suite to the kitchen table and every business journal is unpacking the advantages of letting employees work from home. And you and your leadership teams are asking, “will work-from-home work for […]. The post Do Work-From-Home Agents Work for You?

Contact Center

Contact Center Customer Service outsourcing Customer Experience

Switching Gears: Moving Your Contact Center Nearshore/Offshore

Transparent BPO

NOVEMBER 3, 2022

Manage expectations after moving a domestic contact center The time has come – you’ve grown to the point that it’s time to outsource your contact center. The fate of your brand is now in the hands of contact center agents thousands of miles away. And your customers’ satisfaction rides on the ability of agents in […]. The post Switching Gears: Moving Your Contact Center Nearshore/Offshore appeared first on Transparent BPO.

Contact Center

Contact Center outsourcing Management Customer Service

Three Common Traps to Avoid in Your First Contact Center

Transparent BPO

OCTOBER 20, 2022

Common Missteps Continually Threaten Successful Implementation By Scott Newman, CEO, Transparent BPO The time has come – you’ve grown to the point that it’s time to outsource your contact center. It wasn’t an easy decision, but you’ve exhausted all your options. Your internal customer experience team is struggling to maintain service levels. The recruiting and […].

Contact Center

Contact Center outsourcing Customer Experience Service level

The Surprisingly Best Workplace for 2022 (So far)

Transparent BPO

OCTOBER 5, 2022

Transparent BPO Profiles the Leading Candidate This Year By Steve DiBari, VP Operations, Transparent BPO The workplace today is unrecognizable. For decades, workplaces experienced minor changes and occasionally flirted with seismic shifts. And then the pandemic arrived, and all bets were off. Since then, we’ve had ‘The Great Resignation’ only to be outdone by […].

Contact Center

Contact Center Customer Service outsourcing Customer Experience

Transparent BPO Listed on Inc. 5000 For the Seventh Consecutive Year

Transparent BPO

AUGUST 16, 2022

Inclusion on Annual List of America’s Fastest-Growing Private Companies for Eighth Time. Rockville, MD, August 16, 2022 – Today, Inc. revealed that Transparent BPO is #3192 on its annual Inc. 5000 list, the most prestigious ranking of the fastest-growing private companies in America. The list represents a one-of-a-kind look at the most successful companies within […].

outsourcing

outsourcing Customer Service Customer Experience

The Burden of Attrition

Transparent BPO

JULY 28, 2022

Identifying the true costs of agent turnover By Jason Sterns, VP of Business Development Fine print would make it easier. If there was some fine print in a contract, then it would be easier to determine the true costs of employee attrition. But there is no fine print or even an appendix in a BPO […]. The post The Burden of Attrition appeared first on Transparent BPO.

Business Process Outsourcing

Business Process Outsourcing Contact Center outsourcing Customer Experience

Identifying the True Costs of Attrition

Transparent BPO

JULY 28, 2022

Infographic. The post Identifying the True Costs of Attrition appeared first on Transparent BPO.

outsourcing

Transparent BPO - Untitled Article

Transparent BPO

JUNE 23, 2022

A RECESSION IS NO TIME TO PANIC Buy-side companies should be wary of BPOs who promise salvation during market uncertainty By Scott Newman, CEO, Transparent BPO Signs of a pending recession are swirling everywhere – from the gas pumps to stock tickers. Even whispers of a recession can cause anxiety among business leaders. Economists won’t […]. The post appeared first on Transparent BPO.

Marketing

Marketing Call Center outsourcing Customer Service

Return to the Office Causes Angst in the Philippines

Transparent BPO

MARCH 23, 2022

Redundancy plan necessary to limit exposure By Scott Newman, CEO, Transparent BPO An innocent-sounding decision to help local businesses in the Philippines risks upending the BPO industry here. As with all government decisions, some background is helpful. During the height of the pandemic, the Fiscal Incentives Review Board (FIRB) announced that business process outsourcing (BPO) […].

Business Process Outsourcing

Business Process Outsourcing outsourcing Government Contact Center

Labor Void Threatens Domestic Contact Centers

Transparent BPO

MARCH 10, 2022

A Gap in Talent is Following Closely Behind By Jason Sterns, VP of Business Development The U.S. labor market is unrecognizable. Economists are at a loss trying to predict what pattern will emerge. In the olden times – the days prior to COVID-19 – economists would describe the economic elephant in detail as each of […]. The post Labor Void Threatens Domestic Contact Centers appeared first on Transparent BPO.

Contact Center

Contact Center Marketing Customer Service outsourcing

Transparent BPO Appoints Jonathan Hummel As VP of Jamaica Operations

Transparent BPO

JANUARY 13, 2022

BPO Industry Leader is First Jamaican-based Employee as Company Expands in the Caribbean Rockville, MD, Jan. 13, 2022 – Jonathan Hummel is joining Transparent BPO, a global contact center and business process outsourcer, as vice president of operations in Jamaica. As Transparent BPO expands to a new 1,500-seat facility in Spanish Town, HummeI will […].

Business Process Outsourcing

Business Process Outsourcing Contact Center outsourcing Customer Service

22 Reasons to Work with Transparent BPO in 2022

Transparent BPO

JANUARY 5, 2022

Nearshore and Offshore options offer quality, cost-competitive alternative By Dean Birtwell, Vice President, Business Development, Transparent BPO The start of a new year traditionally gives us a sense of renewal. A fresh start. A chance to turn the page. A time for new resolutions and a new outlook. Professionally, the new fiscal year is an […].

Contact Center

Contact Center Call Center outsourcing Customer Service

Brady Burton Joins Transparent BPO as SVP of HR

Transparent BPO

JANUARY 4, 2022

Human Resource Veteran Adds Experience, Expertise to Management Ranks Rockville, MD, Jan. 4, 2022 – Brady Burton is joining Transparent BPO as Senior Vice President of Human Resources. He reports to Lance Hale, president of Transparent BPO, a global contact center and business process outsourcer. In his new role, Burton will be responsible for every […].

Business Process Outsourcing

Business Process Outsourcing Contact Center outsourcing Management

Transparent BPO Appoints Dean Birtwell to Vice President, Business Development

Transparent BPO

DECEMBER 17, 2021

Sales Executive Brings Deep Background to Management Ranks Rockville, MD, Dec. 17, 2021 – Industry veteran Dean Birtwell is joining Transparent BPO as Vice President of Business Development. He reports to Scott Newman, CEO of Transparent BPO, a global contact center and business process outsourcer. In his new role, Birtwell will focus on expanding the […].

Business Process Outsourcing

Business Process Outsourcing Contact Center outsourcing Sales

Transparent BPO Invests in Jamaica for Next Phase of Global Expansion

Transparent BPO

DECEMBER 16, 2021

Caribbean Nation Expands Nearshore Capacity By Scott Newman, CEO, Transparent BPO Jamaica is a natural fit for Transparent BPO’s growth strategy. After visiting and evaluating several locations within a few hours of the U.S. mainland, this market just made sense. And we found great potential in other markets – great technical infrastructure, deep pool of […].

Marketing

Marketing Contact Center outsourcing

Colleagues Rally to Coworker’s Aid

Transparent BPO

DECEMBER 14, 2021

Transparent BPO core value comes alive with selfless acts By Rob Johnson, Senior Vice President of Belize Operations, Transparent BPO My colleagues in Belize know how to breathe life into our core values. Far too often, we read corporate statements that look great on a well-designed website accompanied by wonderful images. But rarely do these […].

Contact Center

Contact Center Customer Service outsourcing

Designing a Path for Career and Leadership Development

Transparent BPO

NOVEMBER 22, 2021

An engaged learning culture builds bench strength, expertise, and loyalty to the Transparent BPO brand By Pat Ricken, Director, Leadership Development, Transparent BPO Many organizations in our industry- in fact, most – are reactive, offering learning solutions only when issues become problems or talent needs become urgent. The dynamic nature of call centers often requires […].

Call Center

Call Center Contact Center outsourcing

Alyssa Ott Named to ’20 In Their 20s’ List

Transparent BPO

NOVEMBER 11, 2021

Utah Business Annual Award Honors Business and Community Achievements Rockville, MD, November 11, 2021 — Alyssa Ott, Transparent BPO’s global director of human resources and engagement, is one of Utah Business Magazine’s ‘20 In Their 20s’ for 2021. The publication annually recognizes outstanding individuals in their 20s who are making an impact in their community and […].

Customer Service

Customer Service Customer Experience

What COVID Taught Us About Resiliency

Transparent BPO

NOVEMBER 3, 2021

Diversification, in its many forms, protects your business. By Lance Hale, President, Transparent BPO and Tom Silzell, Managing Partner, CX SolutionSource The pandemic laid bare a lot of truths in business. We missed working in the office. We didn’t miss working in the office. We missed the daily camaraderie of our colleagues. We didn’t miss […].

Management

Management outsourcing

Recruiting and Training World Class Customer Care Agents

Transparent BPO

OCTOBER 12, 2021

The right attitude is only the first step to becoming a successful agent. By Pat Ricken, Director, Learning & Leadership Development, Transparent BPO In today’s all too impersonal digital world, interpersonal skills are almost non-existent. Many find it too easy to block or “unfriend” someone who challenge or frustrates us. Thus, many prospective customer care […].

Customer Care

Customer Care Contact Center Customer Service Customer Experience

The Agent Agenda

Transparent BPO

SEPTEMBER 2, 2021

Where have all the customer care agents gone? By Marilyn Soares, VP of Client Services, Transparent BPO Welcome to the new economy. Businesses continue to rethink their supply chains and their vendor relationships but the single most disruptive factor the pandemic revealed was the volatility in our labor ranks. The labor shortage in the United […].

Customer Care

Customer Care Call Center outsourcing Customer Experience

Transparent BPO Listed on Inc. 5000 For Sixth Consecutive Year

Transparent BPO

AUGUST 24, 2021

The post Transparent BPO Listed on Inc. 5000 For Sixth Consecutive Year appeared first on Transparent BPO.

Contact Center

Contact Center Customer Service Customer Experience

Pursuing a ‘Service-First’ View of Digital Transformation

Transparent BPO

JULY 29, 2021

Customer care providers should focus on clients, customers, and employees to achieve the right balance. By Jason Sterns, Vice President of Business Development, Transparent BPO The customer care industry has lost sight of a ‘service-first view of digital transformation.’ Too often, providers mention the term to prospective clients and then cloak it with rhetoric and […].

Customer Care

Customer Care Contact Center Call Center outsourcing

A New Mission Statement: The Same Commitment to Clients and Employees

Transparent BPO

JUNE 30, 2021

New Language Reflects Who We Are: Who We Aspire to Be By Scott Newman, CEO Culture is important at Transparent BPO. It governs how we conduct ourselves daily. It dictates our commitment to our clients and to our colleagues around the world. A lot of companies talk about their culture. They have statements on their […]. The post A New Mission Statement: The Same Commitment to Clients and Employees appeared first on Transparent BPO.

Government

Government Customer Service Customer Experience outsourcing

Managing Great Expectations

Transparent BPO

JUNE 28, 2021

Clients aren’t from Mars and Customer Care Providers Don’t Have to be From Venus By Scott Newman, CEO, Transparent BPO & Tom Silzell, Managing Partner, CX PartnerSourcre Good relationships just don’t happen. They don’t happen in life and they certainly don’t happen in business either. In the corporate world, they take work. They take a […].

Management

Management Customer Care Customer Service Customer Experience

Identifying Your Customer Care Formula To Maximize Your Customers’ Experience

Transparent BPO

MAY 17, 2021

Economic Cycles Can Predict the Typical Customer Service Gap By Scott Newman, CEO, Transparent BPO With tireless regularity, the customer care sector is undergoing its predictable feeding frenzy. Once every decade, large, global corporations with thousands of agents spread throughout countless time zones consume smaller, midsized customer care providers.

Customer Care

Customer Care Customer Experience Customer Service outsourcing

Transparent BPO Appoints Steve DiBari as Vice President, Operations

Transparent BPO

MAY 6, 2021

Industry Veteran to Lead Philippines Operations Rockville, MD, April 29, 2021 – Steve DeBari has been appointed as Vice President of Operations of Transparent BPO, a global contact center and business process outsourcer. He reports to Lance Hale, President, Transparent BPO. DiBari will be responsible for the company’s growing operations in the Philippines and will […].

Business Process Outsourcing

Business Process Outsourcing Contact Center outsourcing

Transparent BPO Appoints Alan Jackson as Vice President, Business Development

Transparent BPO

MAY 6, 2021

Customer Experience Skills Augment Company’s Management Ranks Rockville, MD, May 6, 2021 – Alan Jackson has been appointed as Vice President of Business Development of Transparent BPO, a global contact center and business process outsourcer. He reports to Scott Newman, CEO of Transparent BPO. Jackson will be responsible for helping build the sales pipeline for […].

Business Process Outsourcing

Business Process Outsourcing Contact Center outsourcing Customer Experience

Transparent BPO

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

Jamaica – A keystone location for BPO in the Caribbean

Trending Sources

How important is vertical experience when selecting a BPO?

Overcoming Outsourcing Client Concerns

The changing landscape of the “Office”

The Hidden Costs of High Attrition

Addressing the Decline in Customer Satisfaction

More Women to Take Top Jobs in BPO Sector

IAOP Names Transparent BPO a Top 100 Global Outsourcing Leader

Top Takeaways from the 46th Annual Training Conference & Expo

Finding Your Staffing Fit

Deploying A BPO Disaster Recovery Plan Built for Your Business

Identifying the Criteria for Your Ideal Contact Center Location

Course Correction

Paying It Forward

Avoid the Minefield of Security Compliance

Do Work-From-Home Agents Work for You?

Switching Gears: Moving Your Contact Center Nearshore/Offshore

Three Common Traps to Avoid in Your First Contact Center

The Surprisingly Best Workplace for 2022 (So far)

Transparent BPO Listed on Inc. 5000 For the Seventh Consecutive Year

The Burden of Attrition

Identifying the True Costs of Attrition

Transparent BPO - Untitled Article

Return to the Office Causes Angst in the Philippines

Labor Void Threatens Domestic Contact Centers

Transparent BPO Appoints Jonathan Hummel As VP of Jamaica Operations

22 Reasons to Work with Transparent BPO in 2022

Brady Burton Joins Transparent BPO as SVP of HR

Transparent BPO Appoints Dean Birtwell to Vice President, Business Development

Transparent BPO Invests in Jamaica for Next Phase of Global Expansion

Colleagues Rally to Coworker’s Aid

Designing a Path for Career and Leadership Development

Alyssa Ott Named to ’20 In Their 20s’ List

What COVID Taught Us About Resiliency

Recruiting and Training World Class Customer Care Agents

The Agent Agenda

Transparent BPO Listed on Inc. 5000 For Sixth Consecutive Year

Pursuing a ‘Service-First’ View of Digital Transformation

A New Mission Statement: The Same Commitment to Clients and Employees

Managing Great Expectations

Identifying Your Customer Care Formula To Maximize Your Customers’ Experience

Transparent BPO Appoints Steve DiBari as Vice President, Operations

Transparent BPO Appoints Alan Jackson as Vice President, Business Development

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