Expivia

OCTOBER 20, 2020

Being that we have over 25 years of call center outsourcing experience, we thought it could be helpful to talk about how to manage your partner while outsourcing: How your relationship should work, and what strategies you should implement. Here are two articles that we have written on choosing the best call center outsourcer.

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TLC Associates

NOVEMBER 13, 2019

Outsourcing is a deliberate process, one that benefits from careful consideration and cross-comparison to find the right partner. Even when you’ve made your choice, you still want assurances you’ve wisely chosen an outsourced contact center partner. Curious to see if your outsourced contact center will deliver your desired results?

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Quality Contact Solutions

MAY 4, 2021

It’s not any different if you’re trying to find an inbound call center outsourcing partner. Finding an inbound call center outsourcing provider doesn’t have to be complicated or overwhelming. Here are seven inbound call center outsourcing tips for finding the right partner to support your business. Why do they call?

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BlueOcean

AUGUST 20, 2020

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. And most outsourced customer care companies are leveraging wide-spread work-from-home models with facilities operating at a fraction of their previous capacity. The right outsourcer gets it.

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Quality Contact Solutions

DECEMBER 31, 1969

It’s not uncommon for organizations to look towards outsourcing to support business demands that it cannot handle. This could be sales, accounting, customer service, payroll and general human resource management. Here are 6 reasons why technical support call center outsourcing is a great move for your business. It really isn’t.

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Customer Service Life

MAY 20, 2019

This article was originally published on the Talkdesk blog on March 15, 2019. Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. Fast forward a few years, and I now work for the outsourcer.

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Customer Service Life

DECEMBER 7, 2017

This article was originally published on the FCR blog on November 20, 2017. When it comes to outsourcing customer service you may encounter a couple of different staffing models. The goal of this article is to highlight the advantages of dedicated agents, but let me first tell you some of the pros and cons of shared agents.

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Global Response

JULY 23, 2023

In this article: six key reasons to avoid hiring a call center—and what you might do to overcome these challenges. How to Fix It: Thankfully, there’s a fairly simple fix to this problem: consider working with onshoring or nearshoring teams rather than outsourcing to distant, offshore teams. That’s what we’re here to explore.

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Global Response

JULY 23, 2023

In this article, we’ll give you a closer look at why some teams prefer to keep their customer service in-house, and why others outsource to a call center. We have decades of experience managing outsourced call center teams, so we’ve talked to a lot of companies—both those who decided to outsource and those who didn’t.

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Global Response

JULY 17, 2023

The data is clear: the majority of companies—59% —outsource some elements of their operations as a cost-saving tactic. But how does outsourcing actually save you money? To some degree, it depends on what you outsource. For example, consider that outsourcing can provide resources to: Streamline call handling processes.

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Global Response

DECEMBER 21, 2023

As onshoring—or domestic outsourcing—continues to grow in popularity, many companies are wondering if it’s worth investing in domestic outsourcing help, especially considering that it’s generally more expensive than offshoring. Here are some key factors to look for to choose the right outsourcing partner: Expertise and experience.

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CCNG

MAY 11, 2022

Although the roles and responsibilities of call center agents have evolved since the dawn of the industry decades ago, the "human" element will always be the bedrock of call center services within business process outsourcing (BPO). There is a lot to unpack on this subject, and we'll do our best to cover some key points.

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Kayako

OCTOBER 29, 2015

It’s taken many different forms from outsourced, to remote work, and now it’s back to the office. We had two main offices before our London team was even born, and we are in no way outsourced (if anything, we’re offshored to Europe!). The birth of mainstream outsourcing: 2000 – 2010.

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Global Response

FEBRUARY 28, 2024

In this article, we’ll explore why you need call center services, how they will benefit your business, and how to choose the right one. Benefits of call center services for small business customer support It can be challenging to know when to outsource CX. Let’s dive in. How do they monitor calls?

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Global Response

MAY 1, 2023

However, if you want to: improve the cost-effectiveness of your call center raise your service levels effectively improve CSAT and provide better customer experiences understand staffing needs to manage demand and call volume improve employee retention and satisfaction …then you need workforce management.

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TLC Associates

NOVEMBER 11, 2019

Some brands are considering an outsourced contact center as part of their sales process, funneling qualified leads to their sales team. If you’re in that camp, here’s how to outsource your sales support and achieve exceptional results. What does that mean for an outsourced partner? Align the Goals of Your Sales and Support Team.

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Spearline

JUNE 4, 2019

Are you measuring the performance of your outsourced call center agents? Outsourced call centers, sometimes known as BPOs (Business Process Outsourcing) is an industry experiencing huge levels of growth. Identify service level issues before they impact your customers.

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Skybridge

AUGUST 24, 2023

“Outsourcing helps companies maintain service levels and provide a consistent customer experience across all channels and hours of operation.” If the thought of outsourcing your in-house customer care operation sounds as pleasant – and safe – as juggling chainsaws while running a marathon, I get it.

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Global Response

JUNE 20, 2023

In this article, we’ll walk through the advantages and challenges of outsourcing to Tunisia so you can easily decide if it’s the right location for your call center outsourcing. Consider that the Tunisian workforce offers educated, multilingual workers who are well-trained in providing quality customer service.

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CSM Magazine

JUNE 13, 2023

These solutions provide a dedicated team of trained professionals who specialize in managing customer inquiries and support services. By outsourcing these tasks to a call center, small businesses can focus on their core competencies and leverage the expertise of call center professionals to deliver superior customer experiences.

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Call Experts

FEBRUARY 3, 2022

Outsourcing your customer support to a small business answering service can make a world of difference in keeping up with your communication needs. Whether you’re scaling or your business needs 24/7 support, there are advantages to outsourcing customer support over handling it in-house. .

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JustCall

JANUARY 18, 2023

Business process outsourcing (BPO), which grew out of BPM, can make this kind of change possible if it is done carefully and with a good vendor. . Delegating non-essential business activities to a third-party BPO vendor is known as business process outsourcing (BPO). Some companies even outsource to freelancers to cut costs further. .

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Zingtree

AUGUST 6, 2018

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? Service Level. Read the rest of the article on Call Centre Helper’s website here.

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Outsource Consultants

JULY 10, 2018

Not all companies are as customer-focused as they believe, according to an article by Ian Golding. In order to have a sustainable customer experience program, businesses need a certain level of customer readiness; four phases of readiness, which Golding calls the “customer readiness scale”. To read the article, please click here !

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Quality Contact Solutions

DECEMBER 31, 1969

Service Levels. Occupancy Levels. These metrics will include service levels (percentage of calls to be answered within X amount of time) and occupancy levels (the percentage of time actively working on calls including talk time and after call work time). Ensure a 5 Star Call Center Outsourcing Experience.

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Outsource Consultants

APRIL 18, 2024

In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. SL% (Service Level): Percentage of calls answered within a predefined time frame. We encourage you to check it out. KPI tunnel vision is holding your CX initiatives back.

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Global Response

OCTOBER 2, 2023

In this article, we’ll look at why online reputation matters so much, and how to manage it effectively using a call center. The latest customer research backs up what we intuitively know is true: 82% of customers expect an “immediate” response when they need something from your customer service team.

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CSM Magazine

AUGUST 23, 2023

Kura, the UK’s largest independent outsourcer, is transforming its contact centre capability with Avaya Enterprise Cloud. Replacing five legacy systems delivers lower TCO, advanced contact centre features on-demand, scalability and external platform integration.

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Outsource Consultants

MARCH 29, 2018

In a recent article , Nathan Ziv discusses how some companies have issues with their marketing departments and their contact centers clashing in strategy. 2) Use contact center data to avoid marketing certain products and services to customers who already own them. This blog post is based on an article from CustomerThink.

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Outsource Consultants

MARCH 14, 2018

In a recent article , Daniela gives the following tips for call centers to improve themselves and avoid complacency: Game plan changes based on self-assessment and the state of the company. Brainstorm ideas based on issues reported from the customer service department. Need consulting services to improve call center performance?

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Customer Service Life

SEPTEMBER 22, 2017

This article was originally published on the ICMI Blog on August 22, 2017. As an outsourcer, about 60% of our support volume is still phone, with chat and email making up most of the other 40%. Click here to read the original post. Tip 2: Group channels together with similar response expectations.

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Global Response

DECEMBER 21, 2023

But why does customer service have such a big impact on your brand? The right customer service provider can elevate your brand significantly, whereas a bad provider can tank your brand in a matter of months. After all, outsourced employees typically aren’t as familiar with or integrated with your brand.

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COPC

APRIL 19, 2023

Source: Global Benchmarking Series | CX Understanding and Strategy For example, if your goal is to be a low-cost outsourcer, efficiency metrics like average handle time (AHT) should be at the forefront of your scorecards. Supporting that statement with a scorecard helps align these views.

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COPC

MARCH 11, 2022

Managing/leveraging outsourced service providers. Attracting & retaining top talent to meet service levels. This article will highlight significant industry trends and show how the current labor market dynamics demand innovative solutions. Key drivers affecting labor markets. More Jobs than Workers.

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Hodusoft

MARCH 17, 2022

This article covers segments such as end-user, application, product, technology, and region of the global Auto Dialer software in 2022. The challenge of setting and achieving service level targets in a non-automated call center or a blended call center is great. Key benefits of autodialer software for businesses. Summing up.

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Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. Call centers with positive cultures perform better and offer stronger customer service levels than those without. Follow the leader.

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Fonolo

OCTOBER 31, 2018

A number of articles tell us AI winter is already underway. Here’s a great example: Alight’s “Lisa” Empowers Self-Service Customer Decisions for HR Benefits Enrollment. Alight does outsourced for benefits administration and HR, serving 10 million people. Learn how to become an expert in Service Level Agreements (SLAs).

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