Fonolo

JANUARY 16, 2019

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”. Is your BPO prepared for the future?

Business Process Outsourcing 85

Business Process Outsourcing outsourcing Call Center Contact Center 85

Playvox

MARCH 4, 2020

Contact center BPOs consistently face high agent attrition rates, which can cost a host of problems, from productivity to customer service to financial related issues. According to a recent ContactBabel study, agent attrition in the BPO industry is around 49%, more than double the rate for all occupations in the U.S.

Contact Center 67

Contact Center Customer Service 67

Ameyo

SEPTEMBER 2, 2019

From cost optimization to maximizing the productivity of any business, BPOs in the Philippines has become the call center hub for Southeast Asian companies. Moving from a world of … How BPOs are Improving Customer Journey in the Philippines? Read More » The post How BPOs are Improving Customer Journey in the Philippines?

outsourcing 75

outsourcing Call Center call center software 75

Helpware

NOVEMBER 28, 2023

Business Process Outsourcing (BPO) companies, as integral players in the global economy, are no exception to this rule. Today's world is increasingly environmentally conscious and it's important for industries across the board to prioritize sustainability and environmental stewardship.

Business Process Outsourcing 86

Business Process Outsourcing outsourcing 86

Fonolo

JANUARY 24, 2019

At the same time, major changes are impacting BPOs. Finally, BPOs are weighing up the benefits of adopting a multichannel approach as siloing the different customer service channels becomes taboo. While BPOs are no strangers to challenging times, the next few years promise to be particularly interesting for outsourced call centers.

outsourcing 62

outsourcing Business Process Outsourcing Multichannel Call Center 62

LiveVox

DECEMBER 22, 2020

The post The Top Challenges for Collections & BPOs in 2020 appeared first on Livevox. The unprecedented circumstances of 2020, however, have ushered in a new layer of technical and regulatory concerns. Now, in addition to keeping pace with the rapid evolution of technology and staying on top […].

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Technology Contact Center 52

Playvox

MARCH 11, 2020

48% of BPOs report their number one concern as “providing a better customer experience”. This is due in large part to the heightened competition for customer service outsourcing contracts. What’s more, “ 20% of companies in 2019 reported they plan to bring customer care back in-house because it’s becoming a core competency.”.

outsourcing 58

outsourcing Customer Care Customer Experience Customer Service 58

OrecX

FEBRUARY 10, 2020

BPOs have among the highest agent turnover rate in the contact center industry. This issue can cause significant cost pressures to the customer service organization as it can cost upwards of $7,000 to on-board and train a new agent. And when they leave, all of that learning and knowledge is lost.

Average Handle Time 86

Average Handle Time APIs Coaching Analytics 86

Playvox

MARCH 25, 2020

BPOs are in the business of delivering service quality to their clients. Evaluating agents’ interactions and running coaching and training programs are all part of the BPO playbook. As such, quality assurance is essentially job #1 for these service providers, on a daily basis.

Coaching 56

Coaching 56

Fonolo

NOVEMBER 2, 2017

As the demand for outsourced call centers grows annually by 6%, it’s critical for BPOs to offer services that meet these growing expectations. The ability to offer callers the option of a call-back is a popular request from companies choosing a contact center BPO. BPOs Can Exceed Customer Expectations by Offering Call-Backs.

Call Center 69

Call Center Abandon rate outsourcing Call center experience 69

Expivia

FEBRUARY 15, 2024

The future success of contact center BPOs hinges on their ability to evolve into strategic partners, leveraging artificial intelligence (AI) to redefine customer service. link] The Critical Role of AI in Transforming Contact Center BPOs AI is not just a tool but a game-changer in the contact center industry.

Contact Center 52

Contact Center Business Process Outsourcing outsourcing Technology 52

Playvox

MAY 7, 2020

As a BPO, your primary challenges likely include customer satisfaction, quality of service and cost containment, especially during these trying times. It's no surprise that an increasing number of companies are turning to BPOs to accelerate or even support work from home environments.

Customer Service 54

Customer Service 54

OrecX

MAY 6, 2019

Therefore, BPOs are under enormous pressure to over-perform each and every day just to retain clients. With the help of the right call recording , screen recording and quality monitoring software in a BPO's arsenal, they stand a far greater chance of satisfying (if not wowing) clients.

Business Process Outsourcing 61

Business Process Outsourcing outsourcing CRM APIs 61

Fonolo

FEBRUARY 5, 2019

Last week, Fonolo hosted an insightful live discussion on the future of BPOs. The expert panel discussed whether reshoring is a permanent trend, the impact of AI on BPOs, and so much more. How Will AI Impact BPOs? Or are BPOs going to simply adjust to new tasks that AI-powered businesses are going to need?

Chatbots 57

Chatbots Call Center Marketing Personalization 57

Ameyo

NOVEMBER 9, 2020

Today after 10 months of … A Milestone in OSP Guidelines – The Department of Telecommunications relaxes Compliance norms for BPOs & IT services Read More » The post A Milestone in OSP Guidelines – The Department of Telecommunications relaxes Compliance norms for BPOs & IT services appeared first on Ameyo.

Telecommunications 52

Telecommunications Customer Service Contact Center 52

Ameyo

NOVEMBER 9, 2020

Today after 10 months of … A Milestone in OSP Guidelines – The Department of Telecommunications relaxes Compliance norms for BPOs & IT services Read More » The post A Milestone in OSP Guidelines – The Department of Telecommunications relaxes Compliance norms for BPOs & IT services appeared first on Ameyo.

Telecommunications 52

Telecommunications Customer Service Contact Center 52

Knowmax

MAY 13, 2021

4 tips to improve agent scripting in BPOs.

Scripts 52

Scripts Call Center 52

Helpware

DECEMBER 1, 2023

As the BPO sector is experiencing constant change, leaders have to adapt new management methodologies to keep up with new market demands and increased client expectations. Sticking to traditional management styles is like sailing a ship with an old map when everyone is using satellite navigation.

Marketing 93

Marketing Management 93

Outsource Consultants

DECEMBER 21, 2023

Let’s give thanks for BPOs and dive in. Where BPO Partnerships Drive Key Value 1. For instance, leading BPOs now employ advanced AI-driven analytics to personalize customer interactions, a concept barely conceivable three years ago. Retail BPOs have nailed this with integrated support.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

Hodusoft

MARCH 13, 2024

This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support. Contact center software not only enhances efficiency but also enhances the efficacy of BPOs and contact centers of banking and financial institutions.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

LiveVox

JULY 17, 2023

The business process outsourcing (BPO) industry plays a vital role in today’s global economy. However, like any other industry, BPOs face their fair share of challenges.

Business Process Outsourcing 86

Business Process Outsourcing outsourcing 86

Hodusoft

MARCH 6, 2024

Here comes the role of an unsung hero, known as BPO (Business Process Outsourcing), revolutionizing the way e-commerce companies provide customer support services. A seamless integration with business tools like CRM can help e-commerce BPOs deliver personalized and context-aware support. Let’s get started.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

Callminer

JULY 22, 2018

Despite the advantages of BPOs (24/7 customer support, location flexibility, cost savings, etc.), While many BPOs adopt an 80/20 service level (as somewhat of an industry standard), a Folono post on finding the right service level suggests that management should think otherwise. 3) Performance. is one thing. 4) Process Adherence.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

Outsource Consultants

JANUARY 18, 2022

We continued to see strong demand for outsourced services, and BPOs were able to step up and provide adequate supply and fantastic CX. While most BPOs have contingency plans in place now, it would still be a major disruption. But larger BPOs, in particular, may face additional staffing challenges if these mandates are upheld.

Call Center 128

Call Center outsourcing Government Marketing 128

CCNG

JULY 27, 2022

What metrics should call centers and BPOs focus on? How do BPOs measure client sentiment? If employees can't refer friends and family to your call center or BPO, you will eventually see attrition rates rise. How do BPOs measure client sentiment as a metric? A lot of BPOs will have their own satisfaction surveys.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Outsource Consultants

JANUARY 24, 2024

The United States: An Eye on Drawing Back Business Some companies previously opposed to outsourcing are now turning to nearshore and offshore BPOs for cost savings and access to high-quality agents. Due to this reduced interest in domestic call centers, BPOs have had to cut their prices to attract customers and use idle agents.

outsourcing 67

outsourcing Consulting Consulting Call Center 67

CCNG

FEBRUARY 1, 2023

SUPPLEMENT CONTACT CENTER RESOURCES WITH GIG WORKERS, BPOS. Business process outsourcers (BPOs) can also provide workable solutions for contact center resource needs. In today’s tight labor market, contact centers cannot afford to be short-staffed and reduced absenteeism should be hailed as an unintended benefit of WFH.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

Outsource Consultants

JANUARY 3, 2024

In 2024, choosing BPO partners with proven records in agent satisfaction will be crucial for enhancing customer experience and agent proficiency, as satisfied agents tend to stay longer and provide better service. BPOs often had to prioritize either cost reduction or quality service, depending on client needs.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

CustomerServ

DECEMBER 16, 2022

BPOs to offer lower pricing for work-at-home vs. in-center because that delta closed rapidly during and post-pandemic. Productive hour pricing bids from BPOs in the U.S. but this was during a time when BPOs could pay $12-$13 hourly wages to call center employees — those days are long gone. Here we go…. Onshore cost surge.

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62

Outsource Consultants

MAY 2, 2018

The following blog post was written by Fred Stacey and is re-published with his permission: Hey Contact Centers and BPOs, Innovation is not an option! The post Hey Contact Centers and BPOs, Innovation is Not an Option! Most of my followers/readers know that I try to post my own images and tie them back to the article.

Contact Center 52

Contact Center outsourcing Consulting Consulting 52

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse?

Call Center 139

Call Center Technology outsourcing Self service 139

LiveVox

JULY 24, 2023

Effective customer engagement is the key to success for any business process outsourcing (BPO) company. However, many BPOs unknowingly fall into common pitfalls that hinder their customer engagement efforts. By identifying and […] The post What’s The Problem With Your BPO Strategy?

Business Process Outsourcing 84

Business Process Outsourcing outsourcing 84

LiveVox

JUNE 26, 2023

Adopting AI technology offers compelling reasons for BPO companies to enhance their operations and decision-making processes. By leveraging AI-powered tools, BPOs can delve into vast amounts of data, extract valuable insights, and uncover trends that drive operational improvements.

Technology 81

Technology 81

Expivia

FEBRUARY 18, 2024

Transitioning Beyond Per-Agent Revenue Models For many BPOs, the prospect of moving away from a per-agent/per-hour revenue structure is daunting. This shift towards technology-driven solutions poses a significant challenge for BPOs. It requires not only a reevaluation of business models but also a cultural shift within organizations.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Working Solutions

NOVEMBER 14, 2022

BPO stands for Business Process Outsourcer If you are interested in taking your customer experience to another level, you may consider partnering with a Business Process Outsourcer (BPO). BPOs can handle various parts of a client’s operations to help improve functions like customer service and foster long-term brand loyalty.

Business Process Outsourcing 98

Business Process Outsourcing Customer Experience outsourcing Customer Service 98

Outsource Consultants

NOVEMBER 16, 2022

Certainly, BPOs are not immune to hiring challenges, but they’re typically in a better position to overcome them. Even in more established locations, there are BPOs who have managed to hold hiring challenges at bay. It also creates healthy competition between your BPOs, incentivizing top performance.

Contact Center 67

Contact Center Management outsourcing Call Center 67