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?

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.

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.

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.,

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

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.

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?

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.

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.

5 Reasons Why You Should Hire a Call Center for Your Business Slideshow


Your business is all about…well, your business! But where can you turn to, in the face of ever-increasing customer communication requirements in a fluid business environment? If your business is growing, that’s a good thing! [link].

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.

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

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

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

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

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.

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?

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.

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.

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.

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…”.

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.

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

WFO’s Journey into the Future


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 .

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.

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.

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.

Cloud Solutions Are Rising in the Contact Center


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.