COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. 2020 was indeed a unique year for vendor managers and their outsourced partners. Chat transactions. Competitive sourcing.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

Anexa BPO

JUNE 28, 2021

With social distancing and business shutdowns – or at the very least – slow downs, companies have scrambled to meet safety protocols while remaining operational. And that’s exactly why – today more than ever – outsourcing companies are taking center stage in the ultra-competitive world of customer service. Welcome to the future.

outsourcing 52

outsourcing Customer Service Business Process Outsourcing Coaching 52

Blueship Call Center

MAY 25, 2023

Outsourcing a portion of your company’s activities to a service provider or third-party partner is known as business process outsourcing (BPO). A group of outsourced employees who manage incoming and outgoing client calls for other companies makes up a BPO call center. What are call center outsourcing services?

outsourcing 40

outsourcing Call Center Contact Center Customer Care 40

Taylor Reach Group

SEPTEMBER 25, 2018

The old Contact Center Outsourcing (CCO) model is broken. Clearly, this is not a recipe for customer success and is a contributing factor to why it is so difficult to deliver superior service in an outsourced environment. By: Colin Taylor. And why would they?

outsourcing 98

outsourcing Contact Center Calibration Abandon rate 98

Taylor Reach Group

JANUARY 5, 2018

Outsourcing your Contact Center can be a scary proposition. Whether you’ve been providing great service in-house or you’re making outsourcing part of your initial business plan, you can’t afford to let service slip. 1) Make the right choice: The first step, choose your new outsourcer carefully. By: Peg Ayers , MBA, CCXP.

outsourcing 70

outsourcing Calibration First call resolution Coaching 70

Anexa BPO

JUNE 28, 2021

With social distancing and business shutdowns – or at the very least – slow downs, companies have scrambled to meet safety protocols while remaining operational. And that’s exactly why – today more than ever – outsourcing companies are taking center stage in the ultra-competitive world of customer service. Welcome to the future.

outsourcing 40

outsourcing Customer Service Business Process Outsourcing Coaching 40

CCNG

OCTOBER 6, 2020

While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 195

The Northridge Group

APRIL 22, 2024

In Part 3 of our series, we hear from Leslie O’Flahaven, professional write, coach, and speaker. Here are just a handful of the claims about how AI will fix customer service: AI will cut labor costs by replacing outsourced and in-house agents. To say the contact center world is ecstatic over AI may be an understatement.

Technology 76

Technology Coaching outsourcing Customer centricity 76

Global Response

MAY 1, 2023

It also takes into account the skill sets of different agents to better optimize staffing, and forecasts future needs so call center teams can adequately train current and future agents to effortlessly meet demand and maintain quality. You also might have a new product launch coming up in six months.

Call Center 62

Call Center Management outsourcing Coaching 62

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). However, most agents genuinely want to help the customer but many simply lack the proper training and coaching.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Global Response

JUNE 27, 2023

If you don’t have time to dedicate to this process, outsourcing can help. You can outsource some or all of your hiring processes, including analyzing team needs, crafting job descriptions, recruiting and building your team, onboarding, and so on. If you’re not clear about what you want, it makes it difficult to find the right fit.

Call Center 62

Call Center outsourcing Advertising Coaching 62

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. Established only 10 years ago in Motherwell, Scotland, Ascensos has expanded its operations significantly and is today a leading European contact centre outsourcer in consumer retail.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

Global Response

JULY 23, 2023

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. How to Fix It: The key to avoiding this problem when outsourcing is to eliminate it from the beginning. That’s what we’re here to explore.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Call Experts

OCTOBER 5, 2023

Keep These Factors in Mind Before hiring a contact center, knowing what you’re looking for and what’s necessary to ensure a contact center meets your needs is essential. By clarifying your business needs upfront, you can better align your choices with the contact center solutions that meet those needs.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

TLC Associates

SEPTEMBER 11, 2019

That’s why I’m a firm believer in doing what you do best and outsourcing the rest. Yet before anyone decides to work with an outsourced contact center , I recommend they compare outsourcing against insourcing to determine the right fit for their business and their goals. The same goes for businesses. How Complex is the Task?

outsourcing 40

outsourcing Contact Center Abandon rate Interactive Voice Response 40

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.

Call Center 62

Call Center outsourcing Finance Healthcare 62

Sykes

JUNE 13, 2017

According to Wikipedia, “innovation is the application of better solutions to meet new requirements, unarticulated needs, or existing market needs.” An outsourced technical support partner is free from an internal team’s inherent bias or assumptions. Frees you up to do what you do best. Provides cost savings opportunities.

outsourcing 66

outsourcing Management Technical Support Contact Center 66

Call Experts

APRIL 8, 2024

Keep These Factors in Mind Before hiring a contact center, knowing what you’re looking for and what’s necessary to ensure a contact center meets your needs is essential. By clarifying your business needs upfront, you can better align your choices with the contact center solutions that meet those needs.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Outsource Consultants

APRIL 12, 2021

If you’re looking to refine your already exceptional BPO training or trying to “catch” your competitors, here are the top three priorities for managing your training with your outsource call center vendor: BPO Vendor Priority #1 — Train with the Right Tools. What gets you over the hump? What customs or norms should be covered?

Management 125

Management outsourcing Average Handle Time Gamification 125

CSM Magazine

JUNE 8, 2023

Calabrio , the workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company’s ambitious growth plans. Merseyside based contact centre with 1500 people chooses technology to support ambitious growth plans.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Enterprise Customer centricity 52

Global Response

MAY 22, 2023

One way to manage this easily and effectively is to outsource your blended call center to a trusted provider, like Global Response. If you don’t have the resources for this in-house, an outsourced team can help take your call center to the next level through detailed analysis and reporting.

Call Center 62

Call Center outsourcing Benchmark Metrics 62

Callminer

AUGUST 1, 2017

Meet Our Panel of Contact Center Experts: . Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. Continuous coaching and training helps mitigate this risk. Tyler Riddell. Alex Tebbs. Vincent Nero.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Vistio

FEBRUARY 5, 2024

The Dynamic Duo: ServiceSim and AgentHub To optimize the impact of call center training, Vistio integrates ServiceSim with AgentHub, a comprehensive platform designed for coaching and performance management. It provides real-time performance analytics, coaching modules, and personalized action plans.

Call Center 52

Call Center Healthcare Government Coaching 52

HGS

SEPTEMBER 12, 2017

Communicate with your staff AND your outsourced staff: Following the announcement of the security breach, according to an article in Fast Company , when a reporter called the company, neither a customer service representative or her supervisor were aware of the breach. Make sure you’re prepared.

Customer Service 113

Customer Service outsourcing Contact Center Banking 113

Outsource Consultants

AUGUST 3, 2020

Failing to meet the new post-COVID standards will compel consumers to switch to competitors ready to serve them. Here are some key themes to consider to lower your average handle time (AHT): Coach — Reducing AHT can be as simple as executing a playbook. Leverage Outsourcing to Maximize Your Travel Industry ROI.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

BlueOcean

OCTOBER 4, 2023

If agents are frustrated, we can only imagine that the customers they’re speaking with are too. Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

COPC

DECEMBER 23, 2022

We surveyed nearly 6,000 employees across industries at business processing outsourcing (BPO) organizations and in-house contact centers, including work-at-home staff. 4) Provide Growth and Development Opportunities   Growth and development go beyond standard new hire training, coaching or upskilling.

Employee engagement 89

Employee engagement Coaching Business Process Outsourcing Feedback 89

Taylor Reach Group

APRIL 2, 2019

In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. The most common way of outsourcing – offloading this activity, is to send it to a quality assurance team.

Contact Center 92

Contact Center outsourcing Coaching Consulting 92

Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. Each day millions of calls, emails, chats, SMS messages and social media interactions are handled by Contact Center agents employed by these Contact Center Outsourcing (CCO) firms representing thousands of organizations and brands.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

CSM Magazine

APRIL 18, 2023

Re-assess performance metrics and coaching techniques to guide agents in delivering fast, efficient service with empathy. The latest Workforce Engagement Management (WEM) solutions automatically plan agent training to meet individual needs at a time to suit their new home-working lifestyles.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

Transparent BPO

SEPTEMBER 17, 2019

Participants meet in a structured setting to discuss performance, KPIs, and the behaviors that drive them and then collaborate on a plan to move forward. “While every company I worked for had an action plan, it was focused strictly coaching for metrics,” says Williams.

outsourcing 75

outsourcing Average Handle Time Metrics Coaching 75

Quality Contact Solutions

DECEMBER 31, 1969

If you are hiring an outsource call center provider , I’d advise that before you make a selection be sure the candidate company has a good process for working with the agents. What the Supervisor is coaching and what the quality assurance says should be in line as they collaborate with each other, the client and the front-line agents.

Best practices 69

Best practices Telemarketing Call Center Coaching 69

Call Experts

JULY 27, 2023

Ask about their hiring criteria, training protocols, ongoing performance monitoring, and coaching practices. Ensure they have the flexibility to adapt to changing requirements, offer flexible contract terms, and provide options to customize service offerings to meet your specific needs.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

TeleDirect

FEBRUARY 24, 2021

As Jason Hawkins, a partner at Advertising for Surgeons who has over 12 years of experience in the healthcare industry, points out, there’s a “huge cost-savings element to outsourcing” your call center needs. Ready to see how working with a call center can help your healthcare of financial business meet customer demands?

Finance 118

Finance Healthcare Call Center outsourcing 118

Call Center Weekly

JULY 18, 2017

Managing Out of Fear If you have a good employee who is performing well, and meeting their requirements, you are doing well. Coming to the Office too Frequently If possible, a monthly, in-office workday is a an ideal way to keep employees engaged and connected to the rest of the workforce.This may include training, and/or one-on-one coaching.

Morale 120

Morale Employee engagement outsourcing Coaching 120

Quality Contact Solutions

DECEMBER 31, 1969

On the management side and leadership side, we’ve found that it makes us more productive and more flexible to meet the continuously changing needs of our clients. Telemarketing companies that have never implemented a WFH operation may struggle with “how” to do training , coaching, employee development, and process development.

Telemarketing 40

Telemarketing outsourcing Morale Call Center 40

Outsource Consultants

SEPTEMBER 14, 2021

Look no further than the travel industry, which is already reeling to meet Q4 demand spikes and record call volume. A common feature of some of the most successful development teams in the world, daily team huddles give you the opportunity to set priorities, coach your agents, and monitor ongoing success.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125