BlueOcean

FEBRUARY 22, 2024

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell. That’s where the magic happens.

outsourcing 71

outsourcing Customer Care Entertainment Government 71

COPC

NOVEMBER 5, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. As part of the workshop, we had an in-depth discussion about three common emerging outsourcing priorities COPC Inc.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

Outsource Consultants

JANUARY 24, 2022

Little did we know that the issues the outsourcing powerhouse was currently facing were about to be dwarfed by considerably larger obstacles. Let’s take a look at how the potential threats we covered in 2019 have played out, and how the Philippine call center industry has faced the additional difficulties initiated by the pandemic.

outsourcing 128

outsourcing Real estate Government Call Center 128

Outsource Consultants

DECEMBER 14, 2020

As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What surprised you the most about how the call center industry responded to uncertainty in 2020?

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outsourcing Contact Center At home agents Call Center 128

Blueship Call Center

NOVEMBER 28, 2023

These days, outsourcing email assistance is a popular tactic used by e-commerce companies. Selecting an outsourcing partner that is both affordable and has highly skilled staff is essential for businesses looking to outsource to grow and enhance customer operations. Why do businesses choose email support outsourcing services?

outsourcing 67

outsourcing Calibration Business Process Outsourcing Call Center 67

Taylor Reach Group

JUNE 9, 2020

These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. Those who chose to make the contact center their temporary dwelling did so without the ability to take showers.

Virtual Agent 129

Virtual Agent Contact Center outsourcing Government 129

DMG Consulting

DECEMBER 1, 2020

2020 Contact Center Retrospective. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers. Surprisingly, contact centers were some of the most successful in getting their employees home and back in operation. Bottom Line.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

Outsource Consultants

NOVEMBER 10, 2022

What are Veteran-Owned Call Centers? Veteran-owned contact centers fall under two categories: VOSB and SDVOSB. When a contact center is certified as a VOSB, they receive numerous perks through the SBA Office of Veteran Business Development. Partner with a Veteran-Owned Call Center Today.

Call Center 67

Call Center outsourcing Government Contact Center 67

Global Response

NOVEMBER 6, 2023

As such, it’s essential to tread carefully when it comes to legal compliance in outsourcing your call center. But that doesn’t mean you should never outsource—what it does mean is that every business should be well aware of the key legal considerations before they begin outsourcing their call center.

Call Center 62

Call Center outsourcing Telemarketing Healthcare 62

Global Response

JANUARY 9, 2023

68% of US-based businesses outsource some of their business processes—including, commonly, customer service. But is outsourcing your customer service a smart business move? However, outsourcing any business process must always be undertaken carefully to avoid potential pitfalls. What Is Customer Service Outsourcing?

outsourcing 62

outsourcing Customer Service Business Process Outsourcing Contact Center 62

Outsource Consultants

OCTOBER 23, 2018

Nearshore Contact Center Outsourcing Spotlight: Peru, Argentina, Paraguay, and Uruguay. The Philippines has dominated the offshore outsourcing market for the last decade and has become the largest outsourcing market in the world. outsourcing vendors. E-commerce. Energy and utility. Financial services.

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outsourcing Contact Center Automotive Real estate 59

Outsource Consultants

FEBRUARY 14, 2022

I wish I could change the rising cost of doing business with contact centers in my country. However, organizations looking to keep their call centers close to home can find lower-cost options in certain regions. I have a thriving outsourcing industry! I have the largest outsourcing industry in the world.

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outsourcing Contact Center Call Center Government 67

Outsource Consultants

OCTOBER 2, 2018

Nearshore outsourcing in Latin American countries (Caribbean, Mexico, and South America) has been growing rapidly over the last several years. As demand for nearshore contact centers increases, we’ve been helping more and more businesses find the right partner – with remarkable results. provider costs by up to 50%.

outsourcing 52

outsourcing Contact Center Bilingual agents Automotive 52

Outsource Consultants

SEPTEMBER 11, 2018

We have seen a demand for nearshore contact center outsourcing locations. contact center rates. There are multiple contact centers located in Guatemala City, which is a prime location that has a workforce of over 3 million people with over 70% of the population under the age of 30. residents.

outsourcing 52

outsourcing Contact Center Bilingual agents Outbound sales 52

Transparent BPO

MARCH 11, 2020

.” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. “There is a term used in the industry: internal benchmarking,” he said.

Benchmark 71

Benchmark Contact Center outsourcing Schedule adherence 71

Outsource Consultants

SEPTEMBER 12, 2018

We have seen a demand for nearshore contact center outsourcing locations. These mid-market nearshore contact centers offer a great culture, better CX scores and have the languages covered all with a lower cost delivery model (Up to 50% off U.S. These locations are hidden gems that can offer great value.

outsourcing 52

outsourcing Contact Center Telemarketing Outbound sales 52

BlueOcean

JANUARY 20, 2023

If you’re faced with the decision to find a new customer care outsourcer in the post-pandemic era, now’s the time to dive in. Project Management Who will you be interfacing with once you’ve partnered up with an outsourcer? Describe your governance model including detail on senior management involvement on our account.

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

Outsource Consultants

OCTOBER 11, 2022

The country’s thriving hospitality industry has created a culture of customer service and well-rounded Jamaican contact center agents. Foreign investors can enjoy the beautiful scenery and a thriving BPO industry, bolstered by support from the country’s government. Skilled and Supported Agents. Continuous Growth in the Industry.

Call Center 67

Call Center Government outsourcing Telecommunications 67

COPC

OCTOBER 31, 2022

So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. Although these relationships are critical, only 46% of executives surveyed are satisfied or very satisfied with their outsourcers’ performance (1). So, the question is, why is satisfaction with outsourcer performance so low?

Management 79

Management outsourcing Government Multichannel 79

HGS

MARCH 18, 2015

Escape the Contact Center Paradox: Narrow your Focus. The Business Process Outsourcing (BPO) industry, in particular, is an information-intensive world. There are 3 important steps well-organized contact centers follow to guarantee focus on what is most important: 1.Establish Posted by Ross Duff.

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Contact Center Government Calibration Business Process Outsourcing 100

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. This is Blue Ocean’s fourth time being recognized by the Stevie Awards.

Sales 71

Sales Customer Service outsourcing Government 71

Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. If the client does anything such as a new website, new invoice design, or new product introduction where it can reasonably be assumed will increase call length, is similarly exempted from the governing KPI’s.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

Transparent BPO

MARCH 23, 2022

As with all government decisions, some background is helpful. During the height of the pandemic, the Fiscal Incentives Review Board (FIRB) announced that business process outsourcing (BPO) […]. The post Return to the Office Causes Angst in the Philippines appeared first on Transparent BPO.

Business Process Outsourcing 133

Business Process Outsourcing outsourcing Government Contact Center 133

NICE inContact

JULY 1, 2019

About 800,000 of these interactions are handled each year by Swedish Rail’s 200 advisors, working from two contact center locations about 100 kilometers apart. But physical distance wasn’t the only thing separating the two contact center locations.

Contact Center 56

Contact Center Transportation Cloud contact Government 56

Balto

AUGUST 10, 2022

Shifting budgets to stay competitive is a natural — if not essential — survival tactic during difficult financial times, but be wary of cutting into the business functions, like your contact center, that have an outsized impact on your customers. . Our smallest represented industry was BPO, 0.28%. How does your company stack up? .

Contact Center 52

Contact Center Real estate Telecommunications Coaching 52

BlueOcean

AUGUST 27, 2020

And, of course, your company’s plan to launch a new outsourced customer care program. Asking the same question of a potential outsourcer is essential. If an outsourcer has the agility and capacity to pivot during times of disruption and uncertainty, it is because they had an established baseline of excellence.

outsourcing 62

outsourcing Customer Care Government Contact Center 62

HGS

MAY 27, 2015

The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value. Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. Posted by Matthew Vallance. Transactional to Consultative.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

BlueOcean

AUGUST 6, 2020

You may have pushed pause on your decision to find a new customer care outsourcer, but now’s the time to dive back in. Who will you be interfacing with once you’ve partnered up with an outsourcer? Describe your governance model including detail on senior management involvement on our account. Project Management. Team Commitment.

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

Outsource Consultants

SEPTEMBER 20, 2022

Open Enrollment, a time to apply for new health insurance coverage or make changes to existing plans through federal and state government programs, is fast approaching. Each year, recruiting healthcare call center agents to support the influx of inquiries regarding Open Enrollment starts earlier. Prepare for Strict Deadlines.

Call Center 67

Call Center outsourcing Government Healthcare 67

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. 1. Work Environment.

Contact Center 63

Contact Center outsourcing Government Sales 63

Outsource Consultants

JANUARY 18, 2022

As we enter a new year, Outsource Consultants Founder & President Corey Kotlarz shares his thoughts on the state of the call center industry. Looking back on 2021, what surprised you the most about the state of the call center outsourcing industry? It’s also unclear how vaccine mandates may impact call centers.

Call Center 128

Call Center outsourcing Government Marketing 128

BlueOcean

OCTOBER 17, 2023

The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Today, despite their being no uniform standards defining ESG, there are many laws and regulations that govern how companies must conduct their business. Evaluating ESG through your RFP is complex.

Government 71

Government outsourcing Automotive Customer Care 71

CSM Magazine

MARCH 12, 2020

What if your employees had to work from home and you had to close your contact centers indefinitely? Companies are having to formulate these types of disaster recovery plans to avoid mass disruption, and this is being recognised by governments as well.

Contact Center 52

Contact Center Government Call Center outsourcing 52

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Outsourcing Briefing – May 17, Dallas, TX. ICMI Contact Center Expo – May 21 -24, Orlando, FL. Transform Government CX From The Outside In.

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Contact Center Call Center Customer Experience outsourcing 62

Blueship Call Center

JUNE 21, 2023

You may have greater freedom to achieve your company objectives if you outsource the tasks that seem routine but are essential to your operation. A decrease in operating expenses Lower operational expenses are one of the main advantages of outsourcing. Operations supporting the back office support system are not simple.

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outsourcing Finance Government Customer Care 63

TLC Associates

OCTOBER 30, 2019

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Your Contact Center Location Costs.

Contact Center 40

Contact Center outsourcing Real estate Interactive Voice Response 40

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Project Management Who will you be interfacing with once you’ve partnered up with an outsourcer?

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Customer Care outsourcing Employee engagement Contact Center 71