Is Cloud Computing Services a new mode of Business Process Outsourcing?


Cloud is a new form of outsourcing that turning traditional BPO to BPaaS. Cloud computing offer instability, indistinctness, complexity through automation and analytics to bring business success. Conclusion: Cloud computing concept is not new to Business Process Outsourcing.

First Notice Of Loss Should Be Customer Focused


Quickly evolving customer service expectations and the use of data and analytics to capture holistic customer views is informing the push toward customer centricity. FNOL Uncategorized business process outsourcing insurance insurance contact center

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Looking Ahead: Predicting the Future of BPOs [Live Discussion]


For decades, companies have turned to Business Process Outsourcing (BPOs) as a way to cut costs and create efficiencies. This is especially true in the call center space where the term “BPO” is often used interchangeably with “outsourced call center”.

Analytics alone won’t improve your customer experience – introducing The Cortex


As digitalisation continues to shape the way we live and work, data is one of the most valuable assets to businesses and organisations today; and unlocking the value of this data is key to providing positive customer experiences and remaining relevant and competitive.

Firstsource Leverages Analytics to Set New Benchmarks


In a recent article , Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes to a variety of challenges.

The team is in Washington this month


We are sending our team to Washington, USA where they will be presenting an interactive session of Customer Experience being driven through analytics, this can result in driving big changes in business through some easy to implement tweaks in your processes.

Top 5 contact centre trends in 2018 and beyond


Thanks to new digital capabilities, better analytics and the cloud, 2018 continues on its trajectory to place the customer experience (CX) at the heart of the organisation.

How Tech improves the airline customers’ experience?


Merchants expert in Aviation, Devendra Govender highlights how technology and big data analytics are shaping the airline industry to create better customer experiences. appeared first on Business Process Outsourcing Services | Merchants. The post How Tech improves the airline customers’ experience? Articles

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)


Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. They compare to what they have instead of business goals. Formalize your QA process.

4 Measurements of CX Success in the Outsourced Contact Center


When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. It is one of the strongest expansion levels of any outsourcing market sub-segment. Transparency into agent performance and processes.

Call Center Showdown: Artificial Intelligence or Live Agents?


As a leading business process outsourcing (BPO) provider for the call center industry, TeleDirect knows all about the supposed obsolescence of live agents – and we’re here to say, nothing could be further from the truth. And while certain elements (chatbots and analytics, for example) are certainly impressive, the technology isn’t up to speed yet. Get in Touch with TeleDirect Today: Enjoy Full-Service Live Agents, Professional Outsourcing & More!

[Slideshare] Looking Ahead: Predicting the Future of BPOs


Companies have been outsourcing their call centers for decades to lower costs, increase productivity, and enable scaled-up customer support during peak times. In the last few years, the call center outsourcing industry has seen revenues crossing $140 billion.

How Hiring a Call Center Supports Your Business Goals in 2019


Did you meet all of your business goals in 2018? Yearly fiscal targets rarely go as planned, but there are a few things you can do for 2019 to meet and exceed your business goals. How can a professional outsourced call center do all this and more? Business Solutions

How We Helped a Global Financial Organization Deploy and Support WFH Agents in Less Than Two Hours


With COVID-19 continuing to spread and wreak havoc across the globe, we’ve been busy working with our existing and new customers to help them manage the unprecedented—and unexpected—effects. We started as a business process outsourcer (BPO) before we evolved into a technology company.

How Do You Measure Success in BPO Call Centers?


BPO (Business Process Outsourcing) is an industry experiencing rapid growth, with predictions that it’ll reach $3 billion in the next few years. But, what else should an outsourced call center be keeping in mind? Process Adherence.

How to Handle High Call Volume During the Holidays: Tips & Tricks to Deliver Outstanding Customer Service


Business is busier than ever. If anything, you’re expected to deliver exceptional service above and beyond normal capacity, despite the uptick in business. TeleDirect’s business processing outsourcing (BPO) expertise, including our call center platform and contact center services, enable your business to keep pace with ultra-busy business periods, including the always important holiday season. Get into the analytics game.

Service Spotlight: Real Results for Real Estate


One underrated aspect – yet nonetheless critical – of high achievement in the real estate industry has to do with business process outsourcing (BPO). How will an outsourced solution handle crucial information? Focus on what makes your business the best.

Call Recording for BPOs


The business process outsourcing (BPO) market is very unique in that everything an outsourcer does is for the benefit of its clients. Full, open interoperability with other systems - CRM, speech analytics, etc.

In 2020, Technology Alone Won’t Transform Your Contact Center


Today, that solution unifies everything from customer engagement to quality management to analytics. As I travel around the world talking to Serenova customers, partners and industry analysts about why organizations choose to do business with us, there is a clear common thread: our people.

BPO Outsourcing Benefits for the Insurance Sector


On the other hand, BPO or Business Process Outsourcing which basically refers to transferring a part of one’s business to 3rd party vendors on a contract basis is gaining popularity. Hiring an Outsourcing firm for data mining will free its staff for other major tasks.

Beyond the Call: Measuring how agent behavior affects post-call outcomes


The scope of speech analytics has traditionally been centered around what happens during the call itself: tracking agent behaviors and enabling coaching at a conversational level. Many organizations have business goals centered around post-call outcomes like the results of an NPS survey, a completed sale, or an attended appointment, so it’s critically important to be able to analyze this type of metric.

Call Center Surveys: Ensuring Customer Satisfaction


With information from these surveys, companies are better equipped to handle the ever-changing business landscape – and up to date customer feedback is an integral element of a well-rounded customer satisfaction program. But not all businesses outsource this important part of customer service.

WFO’s Journey into the Future

DMG Consulting

Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching. WFO applications are now available from a variety of vendor categories, including the WFO suite vendors, stand-alone vendors, contact center infrastructure providers, consulting firms and business process outsourcers (BPOs).

On-demand Economy Drives Customer Service as a Service – From Home…


The Harvard Business Review reports that the on-demand economy is attracting more than 22.4 Equipped with a computer, network connection and business process management tools, agents can often set their own schedule or be activated during the company’s busy times or seasons. of the workforce—work from home at least half the time, Global Analytics Workplace reports, many of them in customer service roles.

Improve Your Client Service & Overall Customer Experience with an Efficient, Expertly Outsourced Call Center


And therein lies the conundrum of achieving call center excellence: Spend too much time focused on your call center, and other core business responsibilities suffer. But with TeleDirect’s expert, on-point, completely outsourced call center platform in your corner, it’s certainly easier – and much more affordable – than you think. At TeleDirect, our business is all about giving your business a superior call center. Reporting & analytics. Business Solutions

Service Spotlight Series: Why Hiring TeleDirect’s Call Center Should Be the Next Move for Your Retail Store


From the decline of brick-and-mortar establishments to skyrocketing online sales ( more than half of Americans prefer to shop online ), retail is tougher than ever for small, medium, and large businesses – especially if you lack a two-way communication strategy with your clients. Your retail center could try and manage this outsized effort alone, but who has the time – or the money – to dedicate so many resources to just one part of your business? Business Solutions

Call Centers Go Mobile to Satisfy Higher Customer Service Expectations

CSM Magazine

Until 2015, Business Process Outsourcing (BPO) was based on a simple math formula: outsourcing non-core services (including customer call centers) to more cost-efficient partners and markets to reduce spend. These business models need to be revisited.

How to Move to a Work-At-Home Model When a Rapid Response is Required


Some of the businesses which have been able to successfully deploy Work-At-Home programs have been the large Business Process Outsourcing (BPO) providers, such as Teleperformance, Concentrix and Tech Mahindra (TechM). This is primarily because they use cloud-based telephony and support systems, and also because many of them already have experience with running Work-At-Home environments as part of their “business as usual” operations.

Cloud Contact Center Solutions Continue Upward Trajectory

DMG Consulting

A significant challenge for this market is that there are vendors from many categories vying for sales opportunities, including purpose-built solution providers; on-premises solution providers that sell cloud capabilities; hosted interactive voice response providers; carrier/network service providers; business process outsourcers; system integrators; cloud-based private branch exchange providers; contact center platform providers; and more.

Cloud Solutions Are Rising in the Contact Center

DMG Consulting

The future of contact center applications is in the cloud, as chief information officers (CIOs) and business leaders are in agreement and on board with the benefits of adopting this model for contact center infrastructure and other contact center systems. The increased reliability, flexibility, and security of some of the offerings are convincing IT and business leaders in financial services to give them a try, particularly now that cloud-based vendors are driving market innovation.

4 Ways Innovators are Using AI in Insurance Claims Processes


Artificial Intelligence (AI) has piqued the interest of business leaders across all industries in recent years. Although the insurance industry has been slower in adopting AI into its processes and operations, there is a definite appetite to accelerate that adoption. Top carriers are already making the leap to utilize AI in insurance claims processes. Expediting Claims Processing. Filing an insurance claim is both a data intensive and time-consuming process.