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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Outsource Consultants

JUNE 6, 2022

Before 2020, many employers were wary, citing concerns about eroding camaraderie and dwindling productivity as barriers to a work-from-home policy. However, after taking the remote work model for a mandated test drive, many employers – including outsource call centers – have embraced the idea as a permanent option.

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Gamification At home agents Morale Employee engagement 128

Outsource Consultants

OCTOBER 25, 2023

South Africa has long been a popular outsourcing destination for European companies due to its proximity, cost-effectiveness, and skilled workforce. However, US companies over the last few years are seeing the strong potential of outsourcing to South Africa. Specifically, South African full-time employees average only 0.7

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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.

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TechSee

APRIL 4, 2023

While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Having a lovely disposition is certainly more challenging when your staff gets 70 calls daily, but the sentiment is there. If the problem is simple to fix (i.e.,

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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?

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Call Center outsourcing Government Marketing 128

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

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Outsource Consultants

OCTOBER 23, 2020

?Saint Louis Park, MN, October 23, 2020 – Outsource Consultants is excited to announce that we are a Minneapolis/St. Paul Business Journal has named Outsource Consultants, a leader in outsource call center selection, to its 2020 Fast 50 list. Outsource Consultants is number 12 on the list.

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Outsource Consultants

JUNE 15, 2022

Contact center agents are on the front lines of this growing problem, answering customer inquiries and giving shipping updates. On the contrary, many took the opportunity to order new cars directly to their homes in preparation for everyday life returning to normal. The Impact on Contact Centers. The Situation.

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Outsource Consultants

DECEMBER 21, 2023

No one is more excited for the ongoing holiday breaks than you – but, as a call center leader, the holidays often spell operational anxiety too. The truth is, that the ability for call center leaders to disconnect from their workday challenges (if at all) is largely correlated to the efficacy of their BPO partnership.

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Outsource Consultants

OCTOBER 13, 2020

In short, The Philippines, the long-standing leader in offshore outsourcing, is facing some real hurdles to regaining full-service continuity and scale. So which BPO option is best for organizations looking for stable outsourcing in 2020 and beyond? Few (if any) outsource locations can compete with The Philippines on price tag.

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CCNG

JANUARY 31, 2024

The knowledge of today can’t be outsourced to a third party; this knowledge comes from both inside and outside your company. A good systematical approach to knowledge can also enhance the customer experience, both when contacting an agent and utilizing one of the self-serve channels.

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Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

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Babelforce

JULY 8, 2021

In this post: What is a BPO call center? Are outsourced teams as effective? How to choose a great BPO call center. Your guide to contact center automation. And this assumes you already have somewhere to house new agents. And this assumes you already have somewhere to house new agents.

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CustomerServ

DECEMBER 16, 2022

If 2020 and 2021 were years of change, transformation, and tumult in the business process outsourcing (BPO) world, how do we describe 2022 ? Outsourcing costs have been steadily rising in the U.S., BPOs to offer lower pricing for work-at-home vs. in-center because that delta closed rapidly during and post-pandemic.

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Global Response

JULY 17, 2023

The data is clear: the majority of companies—59% —outsource some elements of their operations as a cost-saving tactic. But how does outsourcing actually save you money? To some degree, it depends on what you outsource. For example, consider that outsourcing can provide resources to: Streamline call handling processes.

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Outsource Consultants

AUGUST 3, 2020

So what does that mean for your call center operations? Even though the industry may be rusty from the lull, customers expect flawless experiences from the first call, click, or transaction until they arrive at their destination. Luckily, at-home agents love the flexibility and convenience of working from home.

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Outsource Consultants

AUGUST 21, 2023

Notably, the country’s booming technology sector, particularly in the realm of generative AI, makes it an appealing destination for outsourcing. Outsource Consultants delves into the key changes seen in Mexico over the last three years, helping you prepare for your perfect Mexican call center partner.

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TeleDirect

MARCH 9, 2023

Learn about the latest trends in work-from-home call centers since the onset of the COVID-19 pandemic. Work From Home Call Center Trends After COVID-19 Since the COVID-19 pandemic began, modern society has undergone massive changes. In the call center industry, it’s been great.

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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.

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Global Response

JULY 10, 2023

The Philippines may be a popular call center location, but are they the right location for your call center? In addition, with such a long history of call center operations—and a strong reputation—the Philippines remain in-demand for call center outsourcing.

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Outsource Consultants

NOVEMBER 17, 2021

From leaders, managers, and agents on down, the entire industry scrambled to transition to a work-from-home model. The topics of these inquiries may have shifted, but the demand for agents to handle them remained largely unchanged. In fact, many industries needed more outsourced agents than ever before.

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TeleDirect

JANUARY 28, 2021

For some companies, planning for 2021 has some contemporary considerations – a suddenly dominant work from home environment – along with some things that never really fade away, including strong customer service goals. Upgrade or establish a call center. Bolster remote capability to handle work from home protocols.

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Outsource Consultants

SEPTEMBER 20, 2022

Each year, recruiting healthcare call center agents to support the influx of inquiries regarding Open Enrollment starts earlier. Unfortunately, even when companies find their best-fit applicants, they face agent attrition that often leaves seats empty before the marketplace even opens. Limit the Impact of Agent Attrition.

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TeleDirect

SEPTEMBER 30, 2020

For call centers, some trends and ways of working haven’t so much changed as they’ve amplified. Let’s look at some things to look out for with call centers and contact centers for the remainder of 2020: Home is the new office. labor force now works from home. In fact, more than 40% of the U.S.

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TeleDirect

MARCH 11, 2020

According to recent research, a significant portion of employees – including nearly 75% of call center agents – are at risk of burnout. TeleDirect’s outsourced expertise can indirectly help with employee burnout, since our core functions lessen the load on your company’s overall infrastructure. Repetition.

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Global Response

OCTOBER 17, 2023

As a result, many companies are moving their outsourcing operations to onshore models in hopes of increasing call center security and providing additional protection for sensitive data. But onshore call centers aren’t always inherently more secure than offshore models. However, is this really the best solution?

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Outsource Consultants

AUGUST 15, 2022

As the medical industry experiences higher demand for service and a staffing shortage, outsourcing options have become more pivotal to keeping things running than ever before. Many clinics and hospitals are shifting common inquiries previously handled by internal staff to outsource call centers , where overflow can be better accommodated.

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Outsource Consultants

JUNE 21, 2023

In today’s global economy, outsourcing has become a common practice for many businesses. Whether for customer service, technical support, or data entry, outsourced call centers can provide significant cost savings and access to a pool of talented workers. This is what they had to say.

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Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . It ties up lines and makes the whole center fall behind. Tyler Riddell.

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Outsource Consultants

APRIL 12, 2021

In the last year, organizations with rock-solid training processes were handsomely rewarded, quickly scaling their teams remotely as the need for work-from-home agents skyrocketed. And now even more emphasis on agent training has begun, as organizations are anticipating their training needs in a post-Covid marketplace.

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Outsource Consultants

MAY 19, 2021

Is your call center scrambling to staff and find qualified agents? There are numerous reasons why US call centers and businesses in general are struggling to fill their open jobs, such as: COVID health concerns and/or pending vaccinations. Nearshore and Offshore Call Centers are Fully Staffed.

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Outsource Consultants

FEBRUARY 14, 2022

Speed dating allows people to compare many options quickly, so we gathered some “suitors” to do the same with call center locations. With a world-class communications infrastructure and a culture of outstanding customer service, I remain a dependable option for both inbound and outbound call centers.

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Advantage Communications

JUNE 4, 2019

Today, we live in a connected world where workers are able to work for the brands they love from any corner of the globe. That’s why the contingent workforce, which is made up of contractors, freelancers and consultants, now makes up a staggering 30 percent of the entire US Workforce.

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Hodusoft

MAY 10, 2023

11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. between 2021 and 2026. This also helps to build trust with your customers and colleagues.

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Outsource Consultants

FEBRUARY 22, 2021

But for call center leaders it’s been a year of tirelessly onboarding new tools and deploying new strategies catered to remote work. Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. Here are three “I”s that are essential for call center success in 2021.

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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. How many physical centers do you operate? What is unique about your agent training regimen? For remote training?

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