Outsource Consultants

MAY 8, 2024

Today, Colombia boasts a thriving outsourcing industry. With over 600,000 call center professionals and a ranking as the fourth-largest BPO market in Latin America, Colombia continues to be a rising star in the world of outsourcing. Over 55% of graduates here hold degrees in fields relevant to the call center industry.

outsourcing 67

outsourcing Call Center Education Consulting 67

TRUSTID

DECEMBER 16, 2018

It’s essential for ensuring their information isn’t used for malicious activity such as account takeovers or identify fraud. But with fraud attacks hitting every industry from every direction, how can we be sure we are doing enough? Contact center agents don’t trust KBA.

Engineering 52

Engineering call center professionals Call Center Accountability 52

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

TRUSTID

JUNE 14, 2018

The data is collected by fraudsters to build personal profiles they can sell to other criminals, apply for credit cards, or socially engineer banks to takeover customer accounts. In our 2018 State of Call Center Authentication survey , we asked call center professionals to tell us their plans to create multi-factor authentication.

Banking 50

Banking Engineering call center professionals Call Center 50

TRUSTID

AUGUST 30, 2018

While banks know that relying on conventional knowledge-based authentication (KBA) can leave customer accounts vulnerable to social engineering attacks, many continue to take that risk anyway. I know change can be difficult, and slow for many industries. But the fact is, changes are necessary to evolve your contact center.

Banking 64

Banking call center professionals Engineering Contact Center 64

Anexa BPO

MARCH 15, 2021

Whether it’s the warm sense of hospitality provided by call center teams or the bonus of having a large population of bilingual workers available to provide improved customer service, the Texas call center model has become the gold standard for customer care – not only in Texas, but across the U.S.

Call Center 45

Call Center outsourcing call center professionals First call resolution 45

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176