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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. For three years, I was the director of customer service and sales for a direct response company. MORE
FOR IMMEDIATE RELEASE Award Recognizes Top BPO at Delivering Superior Customer Experiences Rockville, MD, October 16, 2020 — Transparent BPO, a leader in nearshore and offshore contact center solutions, was announced the winner of the coveted “Best Outsourcing Provider” at the 2020 ICMI Global Contact Center Awards. MORE
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. MORE
This post — part four of our Expert Interview Series — features author, speaker, and customer experience consultant, Shep Hyken. A recent Forrester study reported that customer experience (CX) in 2019 is a mixed bag. Some companies are seeing modest gains while others are suffering from what Forrester calls “utter stagnation.” ” The study found that the overall quality of customer experience in the U.S. grew by an anemic 0.4 MORE
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 We are living in a market where customers are increasingly free agents and where adoption and abandonment occur at a fast pace and […] The post How Call Centers Can Help Close the Customer Experience Gap in 2019 appeared first on Transparent BPO. MORE
Interview with Thom San Filippo, Vice President of Customer Service and Experience Design, Dow Jones Thom San Filippo Blocking and tackling. It’s a football term that refers to the unglamorous roles played by those on the offensive and defensive lines, which are critically important to the success of the team. It’s also a term used in business to describe the fundamental skills necessary to function well — and that includes the business of customer service in the contact center. MORE
“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. We tend to agree with Hyken’s assessment, but for contact centers specifically, what does “business as usual” in this “new normal” look like? Many contact centers, including those […]. The post How Contact Centers are Responding to the COVID-19 Crisis appeared first on Transparent BPO. MORE
FOR IMMEDIATE RELEASE Financial veteran Natalie Dickey will serve a role to support the rapidly growing company Rockville, MD (October 15, 2020) — Transparent BPO, a global contact center, and business process outsourcer, today announced the hiring of Natalie Dickey as Vice President of Finance. MORE
Nothing is more important to the ongoing success of a contact center than its ability to identify and develop tomorrow’s leaders today. Yet, many centers place little time or value in cultivating leaders and often limit formal agent training to the initial two-week period — just enough to get them onto the floor. Then, when a leadership opening exists, management taps the best performer on the shoulder and says, “Congratulations. It’s your turn.”. MORE
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. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options. Worse, some companies are cutting their contact centers altogether, considering them less relevant in this age of digital self-service. MORE
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. Highly-engaged employees also go the extra mile to drive your business forward. Best of all, happy employees make […] The post 7 Steps to Increase Contact Center Agent Retention and Engagement appeared first on Transparent BPO. MORE
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.” ” But the king’s crown doesn’t fit quite so well these days as more and more companies move their customer […] The post Nearshore Outsourcing: Building a Business Case appeared first on Transparent BPO. MORE
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. . Transparent BPO is celebrating our tenth year in business. MORE
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. To ensure Transparent BPO achieves the goals our clients expect, we also have a “secret recipe” that contains an essential ingredient to to KPI performance success , which many companies are missing. What’s this mysterious ingredient? MORE
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. A big part of management’s job is to equip those agents with […] The post 3 Contact Center Management Challenges Critical for Success appeared first on Transparent BPO. MORE
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. With customer satisfaction with contact centers in steady decline, according to the Contact Center Satisfaction Index 2019 , the need to improve CX is more critical now than ever. MORE
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. They watch the same TV shows, listen to the same music, follow the same sports teams, and so on. Tourism also helps bridge the culture gap. MORE
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. You also want one who looks out for your […] The post Top 12 Qualities to Look for in an Outsourced Contact Center Partner appeared first on Transparent BPO. Outsourcing Insights MORE
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. That’s why, in today’s economic climate, companies should not rely on filling their internal contact centers […]. MORE
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. A competition — “Man vs. Machine” — was held pitting Bunyan and the chainsaw operator against each other to see who could cut the most timber in a single hour. The machine won out, barely. MORE
“The cutting-edge service of the WorkSecure Suite is among the most unique offerings of its kind in the marketplace today.”. The post Transparent BPO Solves Work-from-Home Headaches appeared first on Transparent BPO. Outsourcing Insights WFH work-from-home WorkSecure Suite MORE
87 “Global events forced the business world to adjust they way they operate – particularly where they operate,” says Lance Hale, President of Transparent BPO. Work from home is here stay but your customer experience doesn’t have to be compromised.”. MORE
FOR IMMEDIATE RELEASE Belmopan expansion will provide hundreds of employment opportunities for Cayo district residents ROCKVILLE, MD (October 13th 2020)— Transparent BPO, the leader in outsourced customer experience solutions in Belize, today announced the opening of a new contact center in Belmopan, the nation’s capital. MORE
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. Companies choose to outsource their lead generation and customer acquisition programs for a variety of reasons. They may lack the expertise to do it themselves, […] The post 4 Critical Factors for Outbound Lead Generation Success, Part 1: Agents appeared first on Transparent BPO. MORE
Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved. Many reach a breaking point where they bid a not-so-fond farewell to the offending company. MORE
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. Customers trust the outsourced vendors they work with to make sure their data is always available, managed with integrity, and kept completely confidential. The “holy trinity” […] The post AIC: 3 Critical Factors in Contact Center Network Design appeared first on Transparent BPO. MORE
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. To run a successful outbound lead gen or sales acquisition […] The post Critical Factors to Outbound Lead Generation Success, Part 3: Contact Strategy appeared first on Transparent BPO. MORE
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. This was no small task, and I am beyond proud of how our company responded to the business impact caused by the pandemic and the amount of work and urgency that went into the rollout. We acted quickly to protect our employees’ well-being and find a solution to an almost unsolvable problem. MORE
“If you can’t measure it, you can’t improve it.” ” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. MORE
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. Property and casualty insurance providers have experienced a full eight percent drop, […] The post Customer Satisfaction With Contact Centers Down, New Report Says appeared first on Transparent BPO. MORE
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. However, I found it hard to make the economics work using domestic providers. The quality was good, but the cost was just too high, which led me to look offshore to find a solution. MORE
FOR IMMEDIATE RELEASE For the 6th time Transparent BPO appears on the Inc. 5000, ranking no. 4675 with three-year revenue growth of 65 percent Rockville, MD, August 12, 2020 — Inc. magazine today revealed that Transparent BPO is No. 4675 on its annual Inc. MORE
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. Here they are, in order of popularity. Quality Monitoring. 10 Call Center Quality Monitoring Best Practices for Process Improvement. Jon Williams, Site Director. MORE
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