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”.

Call Center Showdown: Artificial Intelligence or Live Agents?


Watch enough science fiction movies or read the latest news, and you’d think robots – namely, machines using artificial intelligence (AI) – are ready to take over the world…including customer service platforms like the call center. But the seemingly inevitable handover of customer service tasks from humans to AI-powered data centers isn’t all it’s cracked up to be. The Coming AI Explosion for Call Centers: More Complementary Than Revolutionary.

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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. Rather than host a call center in-house, a BPO can take over many tasks for larger organizations, at a fraction of the cost.

Ensure adherence to call center regulations with speech analytics


Ensuring compliance to the long list of call center regulations out there can be challenging for many call centers, particularly for Business Process Outsourcers (BPOs). The costly consequences for non-compliance makes regulation adherence a big priority for most large call centers and a common use case for the TETHR PLATFORM. Inadvertent repeat calls to people who requested a “cease and desist” dropped to nearly 0.

Call Center Surveys: Ensuring Customer Satisfaction


Call center surveys are the ultimate insight into your client’s opinions about your products and services. But not all businesses outsource this important part of customer service. Some businesses try to handle call center surveys by themselves.

The Impact of and Opportunity for Virtual Agents on Call Center Outsourcers


The offshore business process outsourcing industry is likely to be the hardest hit. Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. Contact Center

Firstsource Leverages Analytics to Set New Benchmarks


In a recent ETCIO.com 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.

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.

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


Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Formalize your QA process.

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


Your call center is literally the face of your customer communication portal. From first impressions – critically important for a pleasant customer experience – to timely, informative updates on your products and services, an efficient contact center is essential for satisfied clients. Call centers can literally make or break your ability to handle customer concerns, communicate important information, and refine your brand – among other things.

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

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.

[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.

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 Work at home (WAH), also known as remote work or telework, is a talent-sourcing model for contact centers, where agents work from their homes rather than from brick-and-mortar call centers. 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.

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? TeleDirect: The Proven Solution for Real Estate Call Centers.

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.

Cloud Solutions Are Rising in the Contact Center

DMG Consulting

Cloud Solutions Are Rising in the Contact Center. 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 number of cloud-based contact center infrastructure seats increased by 20.9 Cloud-Based PBX Vendors Take On the Contact Center.

WFO’s Journey into the Future

DMG Consulting

The contact center workforce optimization (WFO) market is in transition. 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. billion, as of December 31, 2016, of which the contact center is responsible for $1.6 Newsletter Call Center Contact Center Customer Service

Cloud Contact Center Solutions Continue Upward Trajectory

DMG Consulting

Cloud Contact Center Solutions Continue Upward Trajectory. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. With more than 150 competitors worldwide, the cloud-based contact center infrastructure market is primed for success. Enterprise business and IT leaders are struggling to find the right cloud-based solutions for their operations.

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. Call centers are on the front lines of the holiday rush. From high-volume orders to a swell in customer service calls, your call center often determines how well you’ll handle the upcoming holiday mayhem – and, more importantly, if those same customers will still be calling back during the NEXT holiday season!

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. But what happens when the success metric you’re trying to optimize for is something that happens after the call ends? Tethr makes it easy to integrate this data, enabling organizations to see direct relationships between what happens during the call and the outcome of that interaction.

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.