Outsourcing: where did I go wrong? – by Tim Sunley


One man’s classification of a new breed of businesses that exist to deliver certain elements of another business’s activities or functions. the term “outsourcing” came from “outside resourcing” & dates back to at least 1981. The post Outsourcing: where did I go wrong?

Top Tier Customer Experience a Key Focus for new Taylor Reach Senior Consultant Patricia Ballantyne

Taylor Reach Group

an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. The Taylor Reach Group, Inc.,

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Contact Center Retention: Get Ahead of Trouble by Pinpointing Front-Line Staff Concerns

Taylor Reach Group

TRG helps clients optimize their contact center operations through focus on four pillars: people, process, technology and methodology. A large Business Process Outsourcer (BPO) recently engaged TRG to help address these challenges in new and creative ways. By Peg Ayers.

Big Event Planned? Dial Up a Call Center for a Streamlined, Successful, Stress-Free Experience!


Thanks to TeleDirect’s business process outsourcing (BPO), we offer system-wide, comprehensive overhauls or targeted improvements of your call center, all in time for your next event. That’s where TeleDirect takes your business to the next level.

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

Call Center Customer Expectations: Delivering Value and Results


Your customer contact center requires next-gen technology, reliable infrastructure, professionally trained agents, and the flexibility to adapt with – and stay ahead of – an ever-evolving business environment. Or, speak directly to our call center consultants by calling (800) 776-1081.

Exceed Customer Expectations & Elevate Your Brand – All With an Outsourced Call Center!


For many enterprises, keeping clients in focus can get lost in the shuffle, simply given the tremendous commitments required to keep a business afloat, yet along profitable. Optimize return on investment (ROI) in an increasingly competitive business environment. One way to exceed customer expectations is with an outsourced call center, specifically the industry leader (for any industry): TeleDirect. Value-added consultation? Business Solutions outsourced call center

4 Primary BPO Markets and What They Mean to Your Company

Outsource Consultants

Business is always developing, and with more growth comes higher demands on employees. one very good idea is for your company to partner with a business process outsourcing contact center.

The Path to Lead Conversion: What it takes for TeleDirect’s Sales-Driven Experts


Lead response is important for your business – but does your infrastructure allow for ultra-quick response times? Just over a third of businesses respond to leads within an hour – and often times, that’s the difference between converting a lead and losing a potential client. But don’t worry – with our proven business-boosting support systems, we’ll take care of your lead response, along with other customer outreach and communication strategies. Business Solutions

When the Customer Hits the Panic Button: Handling Uneasy Clients Over the Phone


There’s another business adage worth looking into: “the customer isn’t always pleasant.”. When your business receives angry calls from customers (from real or perceived shortcomings in customer service), what is your plan of action? Every business must deal with frustrated customers.

Looking for the Best Call Center? Read this First!


It’s everything to your business, your brand, and your reputation. Business processed outsourced (BPO) expertise. With our BPO process, you can leverage the best call center to handle your contacts, reservations, messaging and more. Fill out our contact form , or call our contact center consultants today at (800) 776-1081. Business SolutionsYour customer service capability isn’t simply a nice-to-have.

How TeleDirect Call Centers Can Boost Your CMS Star Rating


Our business process outsourcing (BPO) call center solutions enable companies to stay connected with customers, improve service, and boost their bottom lines. We’ll ensure your call center excels with the following outsourced services: Inbound & outbound communication.

How a Bad First Impression on the Phone Can Hurt Your Business


From social situations to buttoned-up business meetings, first impressions are everything. Make a first impression faux pas, and your chances of future business are likely gone. How can a bad first impression on the phone reduce your ability to gain customers and grow business?

Assessing Your Outsourcing Services Maturity


Assessing Your Outsourcing Services Maturity. In the healthcare market, there is increasing demand for outsourcing services that can bring strategic insights , optimization, and efficiencies to critical operations, particularly among health plans.

Best Call Center Service for Businesses


TeleDirect’s commitment to business process outsourcing (BPO) excellence spans a wide range of industries and business sectors, from financial firms to healthcare companies. We realize the ups and downs of business cycles. Business Solutions

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.

3 Standout Asia-Pacific Countries For Contact Center Outsourcing

Outsource Consultants

We have over 25 years of experience working in the call center outsourcing industry. For offshore contact center outsourcing, it’s hard to top a few of the countries located in Asia-Pacific. The post 3 Standout Asia-Pacific Countries For Contact Center Outsourcing appeared first on

5 Ways TeleDirect Can Aid Your ACO


TeleDirect , a preferred business process outsourcing (BPO) solution for both private and public companies, can benefit your ACO in a multitude of ways. If you’re interested in improving your ACO processes, contact TeleDirect today. Medicare continues to grow.

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. The holidays are right around the corner.

Reasons Why A 24/7 Call Center May Be Right For Your Business


It wasn’t too long ago that companies set the rules regarding when and where they did business. If customers wanted to buy a product or service, they had to get to the place of business during open hours or go without. In a way, business was limited to geographical and time constraints.

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. One common mistake I see from call centers that I have consulted with over the last year is…”.

Better Business Growth, Superior Customer Service & More: How a Call Center Benefits Your Business


From effortless business growth to streamlined customer service, an expertly outsourced call center is the ideal tool to boost productivity. While most firms lack the internal resources to effectively implement and manage a customer contact center, today’s business process outsourcing (BPO) solutions – including TeleDirect’s highly flexible, affordable call center platform – provide exceptional performance across a wide variety of industries. Business Solution

Nearshore Outsourcing Spotlight: Belize

Outsource Consultants

Most business executives face common challenges: lower costs, elevate service quality and drive a better customer experience. As one of the fastest-growing countries in Central America, Belize is rich with all the qualities and advantages leaders look for in their business process outsourcing.

Nearshore Spotlight: Colombia

Outsource Consultants

Selecting a call center partner is a time-consuming effort where real business consequences are at stake. Businesses must consider best-fit call center options to tackle high costs, employee attrition and poor customer service that can plague traditional contact operations.

WFO’s Journey into the Future

DMG Consulting

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). DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics. WFO’s Journey into the Future .

Call Centers & Customer Satisfaction – Building Loyalty, Establishing Trust & More


That’s why TeleDirect’s business process outsourcing (BPO) call center platform is a great way to take care of critical customer service functions right from the get-go. to handle this considerable undertaking, TeleDirect is the smart, streamlined solution for expertly outsourced contact center excellence. With TeleDirect’s inbound solutions , you’ll have an on-target, totally outsourced strategy in place to boost customer confidence with timely customer service.

Driving Business Growth with Repeat Customers: #BusinessSecrets by Mr. Vivek Sridhar, Sr. Director – Global Learning Operations & Customer Success, Simplilearn

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. The post Driving Business Growth with Repeat Customers: #BusinessSecrets by Mr. Vivek Sridhar, Sr.

Why Healthcare Providers Should Work with TeleDirect


With so much to do – and so little time to accomplish these pressing tasks – your own healthcare organization knows the value of competent, reliable, always-ready outsourced business process outsourcing (BPO) 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

Key Considerations When Choosing an Outsourced Call Center


Hence, it’s hard to do business with call centers, and also difficult to function without one. Figuring out how to strike the balance between attentive, on-point customer service and still taking care of your own business tasks is one of the most underrated challenges you’ll deal with.

How Can You Visualize the Future of BPOs?

Dialer 360

Different partners and business are facilities with more wait time that isn’t with an environmental. Some of the call centers are expanding quickly, and they are using the improvements to adapt their business operations with new requirements. Emphasis On Process Automation.

Nearshore Contact Center Outsourcing Spotlight: Bahamas, Jamaica, and the Dominican Republic

Outsource Consultants

We have seen a demand for nearshore contact center outsourcing locations. Jamaica is known by many as a great place to travel due to its tropical climate and beautiful beaches, but it’s also a great place to outsource your call center services. Billing and payment processing.

Finding the Right-Size Outsource Call Center Partner

Outsource Consultants

There are many factors that go into selecting an outsource call center partner, including location, quality, scalability, price, culture, and many other criteria. For example, an outsource call center may be very large with a successful track record of working with numerous Fortune 500 companies, but this could mean that a small or mid-sized company wouldn’t have as much priority in a partnership (i.e., Considering adding a new outsource call center partner in 2018?

4 Contact Center Reports to Kick off 2019


The top reasons for disliking the waiting-on-hold process: “Not knowing how much longer you’ll have to wait.” About 50% were executive, director, or manager level, with the rest an even mix between IT managers, consultants, analysts, and corporate executives.

Cloud Solutions Are Rising in the Contact Center

DMG Consulting

Thank you for your interest in DMG Consulting’s publications. 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. It’s been a busy M&A season for the cloud-based contact center infrastructure market, and DMG expects to see more of this activity in the near future.

Bosch Service Solutions Wins Technology Leadership Award

CSM Magazine

Presenting the Frost & Sullivan Technology Leadership Award (from left to right): Andrea Werr (Manager Operation Management), John Milburn (site manager Liverpool), Irfan Ali (Head of Robotic Process Automation). We take into account the goals and process value streams.

SYKES Names Symphony Ventures Co-Founder Ian Barkin Its New CSO/CMO


Sykes Enterprises, Incorporated, Chief Executive Officer Chuck Sykes is pleased to announce the appointment of Ian Barkin — co-founder of global intelligent automation (IA) and robotic process automation (RPA) leader Symphony Ventures, Inc. — In November, SYKES acquired Symphony Ventures, making it the first front-office business process outsourcer (BPO) with significant automation capability.