Fonolo

OCTOBER 11, 2017

You’re ready to outsource your call center, but not sure where to start. Developing a concise strategy for exporting your customer service center can be a daunting challenge, but not impossible. The truth is: No two call centers are the same, but when deciding on a BPO, they can follow the same essential steps.

Call Center 84

Call Center outsourcing Finance Service level 84

Global Response

FEBRUARY 28, 2024

Let’s explore healthcare BPO services and how your organization can effectively utilize them. What are healthcare BPO services? Healthcare BPO ( Business Process Outsourcing ) services refer to healthcare organizations outsourcing various tasks to external providers. It’s a win-win.

Healthcare 62

Healthcare outsourcing Best practices Business Process Outsourcing 62

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.

outsourcing 40

outsourcing Call Center Telecommunications Business Process Outsourcing 40

Fonolo

NOVEMBER 2, 2017

Many organizations now report that outsourcing decisions are no longer solely based on cost reduction, but to utilize value-added services that improve the customer experience. As the demand for outsourced call centers grows annually by 6%, it’s critical for BPOs to offer services that meet these growing expectations.

Call Center 69

Call Center Abandon rate outsourcing Call center experience 69

Real Blue Sky

MARCH 6, 2023

Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

CCNG

FEBRUARY 1, 2023

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

Global Response

APRIL 27, 2023

You’re growing faster than you can manage and service levels are starting to decrease as a result. You’re outsourcing already to an onshore partner but need to scale faster (or more affordably). Your call center needs are very seasonal, but you need to maintain quality even as you scale up and down throughout the year.

outsourcing 62

outsourcing Service level Call Center Technical Support 62

Real Blue Sky

MARCH 6, 2023

Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Real Blue Sky

MARCH 6, 2023

Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Global Response

DECEMBER 21, 2023

How do I know if my outsourcing provider is delivering good service for my customers? Navigating logistics, goals, quality and service levels are all essential to a good customer service outsourcing partnership. What is Customer Service Outsourcing? Quality control.

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

Global Response

DECEMBER 21, 2023

As a result, more and more companies are turning to outsourcing to manage their help desk service. But in order to reap the benefits outsourcing can provide, you have to be able to effectively evaluate and choose the right help desk service provider. Is help desk outsourcing worth it? And doing so is a great idea.

outsourcing 62

outsourcing Technical Support Service level Abandon rate 62

Global Response

DECEMBER 21, 2023

Outsourcing also allows you to leverage technology that you wouldn’t have the budget for in-house. Reduced overhead comes as a result of “splitting” the cost of many of these technologies with your call centers’ other clients. One of the biggest draws to outsourcing is the affordability and cost-effectiveness.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

HGS

NOVEMBER 19, 2014

For example, when customers call a company’s 1-800 number, they expect the phone call to be answered. One-dimensional Quality: These are attributes that are spoken about and ones that companies typically address in their service level requirements. business management outsourcing. call center.

Business Process Outsourcing 130

Business Process Outsourcing outsourcing Interactive Voice Response Analytics 130

Nicereply

AUGUST 3, 2021

For many companies, outsourcing is the best next move. Yet it can be daunting to begin the process of finding the right business process outsourcer (BPO)—one that you trust to be the voice of your company, to represent your brand and solve your customers’ problems. If you need English-speaking agents, the U.S.,

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Global Response

JUNE 13, 2023

If you’ve ever had an outsourcing partnership go “off the rails”—or you’re afraid of that happening—then you might be wondering how to maintain more control when outsourcing. Control tends to be especially important when it comes to outsourced call centers. What do you hope to achieve by outsourcing?

outsourcing 62

outsourcing Call Center Metrics Service level 62

Talkdesk

OCTOBER 3, 2016

Deciding to outsource your call center operations is a big decision. If you want to know which Business Process Outsourcer (BPO) partner is right for you, put a priority on doing your due diligence. What kind of reporting and monitoring capabilities does your call center software provide?

call center software 41

call center software outsourcing Call Center Business Process Outsourcing 41

Global Response

MAY 1, 2023

Inbound, outbound, blended, hybrid—navigating the different types of call center models can require its own dictionary. If you’re looking to outsource your call center needs, but aren’t sure which model is right for you—or even what models are available—we’re here to help.

Call Center 62

Call Center Multichannel virtual call center outsourcing 62

Fonolo

FEBRUARY 13, 2019

Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. Also, see “ AI is Not Reducing Call Center Agent Employment.”. The top reasons for disliking the waiting-on-hold process: “Not knowing how much longer you’ll have to wait.” It’s not for lack of material!

Contact Center 57

Contact Center Call Center APIs Technology 57

Xaqt

JUNE 1, 2020

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. VOIP made it possible to answer a call anywhere in the world.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52