4 Measurements of CX Success in the Outsourced Contact Center

Callminer

When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. It is one of the strongest expansion levels of any outsourcing market sub-segment.

Assessing Your Outsourcing Services Maturity

HGS

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.

Guest Blog: 6 Signs You Are Ready to Outsource Customer Service

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Bryan Peterson, shares signs that may indicate it’s time to outsource your customer service. Outsourcing can be a viable alternative and it must be something your customers trust and have confidence in. – Shep Hyken.

Outsourcing vs. Offshoring – What’s the difference?

Ansafone

Hiring other firms to help you work more effectively and increase quality is good business Wise business managers know the value of outsourcing and how it enables them to cost-effectively offer more to their customers for less. However, many consumers are wary of the practice, but this is because they confuse outsourcing with offshoring. While … Outsourcing vs. Offshoring – What’s the difference? outsource call center

Outsourcing Inbound Call Center: Pros VS Cons

Dialer 360

Outsourcing of inbound call center is a pattern that is getting quick and is becoming popular worldwide. The business world has recognized that organizations that outsource their call centers are frequently significantly successful in building up their brand image than those who are carrying looking after their clients themselves. Going into new markets or regions also require quality customer services, and this is where outsourcing is most helpful!

Selecting a Call Center Outsourcing Vendor, Part 1

CustomerServ

Vendor selection can make or break your outsourcing initiatives whether your company is new to outsourcing or highly experienced with vendor management. Well-matched vendor partnerships will bring the value, efficiencies and quality service delivery that has made outsourcing a sound strategy for growth-oriented companies. On the flip side, incorrect vendor selection could lead to poor performance, high stress and higher than expected outsourcing costs

BPO Outsourcing Benefits for the Insurance Sector

OctopusTech

On the other hand, BPO or Business Process Outsourcing which basically refers to transferring a part of one’s business to 3rd party vendors on a contract basis is gaining popularity. Almost every sector today is growing profoundly by incorporating Outsourcing services in its business.

Advantages of Outsourcing Web Development Services to India

OctopusTech

If you consider today’s global economy, outsourcing services from a web development company in India provide a much better alternative when compared to hailing services from the US or other such Western European countries.

Leading FNOL Outsource Providers Excel at Customer Service

Ansafone

Several things … Leading FNOL Outsource Providers Excel at Customer Service Read More ». The post Leading FNOL Outsource Providers Excel at Customer Service appeared first on Ansafone Contact Centers.

5 Reasons Why Your Company Should Outsource Its Customer Service

Ansafone

When you get to this stage in your business life cycle, you may want to consider outsourcing your customer service to a third-party call center. Outsourcing it will free up your staff’s workload and let them focus on the essential core business functions you need while still providing the professional customer support experience your customers want. However, outsourced companies do have all these resources. Outsourcing Customer Service to Call Centers is the Way to Go.

How Outsourcing Can Actually Help Your Customer Service Experience

Win the Customer

US-based companies spend more than $300 billion every year on outsourced contact center services. Call Center Customer Experience Customer Service Technology Outsourcing

Top 10 Checklist for Selecting an Outsource Call Center Partner

Outsource Consultants

In today’s competitive business environment, many companies are realizing the benefits and cost efficiencies of outsourcing some or all of their call center activities to a third-party partner that specializes in professional, inbound, outbound, and BPO services. About Outsource Consultants.

Managing Knowledge Transfer During Contact Center Outsourcing Transition

HGS

Whether it’s an in-house contact center moving to an outsourced environment for the first time [.]. The post Managing Knowledge Transfer During Contact Center Outsourcing Transition appeared first on Team HGS Blog. Posted by Marsha Eisnor Contact centers are often prone to transition.

Contact Center Consultancy Assists Financial Services Leader in Outsource Selection

Taylor Reach Group

TRG’s Sourcing support ensures a robust, effective and merit based outsource selection process to identify the ‘best’ partner for your organization. Call Center and CX consultancy, The Taylor Reach Group, will be assisting their client with Outsource vendor selection . TRG) today announced that they will be assisting their client with Outsource Vendor Selection initiative. CEO, Colin Taylor said “80% of Customer Service outsourcing projects designed to cut costs will fail.

Contact center outsourcers move strongly to omnichannel—brands’ attitudes need to catch up to that change

Ian Jacobs

Contact center outsourcers have gotten a bum rap. In particular, the shared services outsourcing model in which a single agent supports multiple brands at the same time has come in for a real savaging. Check out this Funny or Die video for just one the literally dozens of such comedic rips on outsourcers. In many ways, brands set themselves up for such criticisms by focusing on outsourcing simply as a way to take costs out of their businesses. outsourcing.

The Coming Disruption of the Contact Center Outsourcing Industry

Taylor Reach Group

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. By: Colin Taylor. The US market size was estimated by the Everest Group at between $78 and $81 billion dollars annually.

Managing Knowledge Transfer During Contact Center Outsourcing Transition

HGS

Managing Knowledge Transfer During Contact Center Outsourcing Transition. Facilitate Hands-On Product Experience— To truly understand a business, outsourced agents need to experience it. Posted by Marsha Eisnor. Contact centers are often prone to transition.

6 KPIs to Guarantee Success from Your Outsource Call Center

Outsource Consultants

The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance. The following are six major KPIs to use as a starting point to effectively manage your outsource call center.

Outsourcing With Dedicated Agents is Better. Here are 5 Reasons Why.

Customer Service Life

When it comes to outsourcing customer service you may encounter a couple of different staffing models. Shared Outsourced Agents. Certain outsourcers and answering services might work based on a shared model. The post Outsourcing With Dedicated Agents is Better.

Call Center Outsourcing Risks and How to Mitigate Them

CustomerServ

The decision whether to outsource all or part of your call center has far-reaching consequences for your company. It is one of the most impactful calls a leader can make

Is Call Center Outsourcing a Commodity?

CustomerServ

Does this apply to call center outsourcing services as well A commodity is commonly referred to as a type of widely available product or service that is not significantly different from one unit to another.

Is Call Center Outsourcing a Commodity?

CustomerServ

Does this apply to call center outsourcing services as well A commodity is commonly referred to as a type of widely available product or service that is not significantly different from one unit to another.

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?

Is Outbound Telesales Making a Comeback?

Contact Center Pipeline

Outsourcing call center contact center outbound selling outsourcing telemarketing telesalesThe death knell for outbound telesales has sounded countless times over the years. Aggressive cold-calling practices, fraudsters, scam artists, relentless robocalls… it’s easy to see why telemarketing’s much-maligned reputation has been dominated by images of the illicit “boiler room” operation.

Contact center outsourcers move strongly to omnichannel—brands’ attitudes need to catch up to that change

Ian Jacobs

Contact center outsourcers have gotten a bum rap. In particular, the shared services outsourcing model in which a single agent supports multiple brands at […]. application development & delivery business process management (BPM) outsourcingCustomers frustrated with offshore accents, agents with no power to actually solve problems, and overly scripted interactions have complained, sometimes loudly, about the practice.

HGS Harvests Gold at CCW Awards Ceremony

HGS

Posted by Andrew Kokes, HGS Senior Vice President, Global Marketing In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and [.].

Outsourcing is Broken and How to Fix It: A Podcast

CustomerServ

Listen to a down to earth, real world conversation between outsourcing experts Nick Jiwa and Amas Tenumah on the state of today's outsourcing industry. Nick is a tenured contact center outsourcing professional Amas is a speaker, author and customer experience expert.

Outsourcing is Broken and How to Fix It: A Podcast

CustomerServ

Listen to a down to earth, real world conversation between outsourcing experts Nick Jiwa and Amas Tenumah on the state of today's outsourcing industry. Nick is a tenured contact center outsourcing professional Amas is a speaker, author and customer experience expert.

Breaking the Ice Episode #30: Sports & Outsourcing w/ Neal Topf

Customer Service Life

Neal is the President at Callzilla , an award-winning outsourced contact center provider including Best Outsourcing Provider Award at the 2017 ICMI Contact Center Expo and Conference. Customer Service Question: What are some best practices to engage and empower an outsourced team?

The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value

HGS

call center Contact Center Customer Service Outsourcing outsourcingPosted by Matthew Vallance Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel [.].

The decline of “Voice” Outsourcing in India – a realistic perspective

CustomerServ

As an outsourcing industry veteran of 20 plus years, my business is recommending call center service providers and geographic destinations to our clients. While some feel that certain types of voice call center services will continue to thrive in India, most agree that voice contact center outsourcing is definitely declining in what was once the largest and most prolific of all BPO outsourcing markets

Number of Ways Telemarketing can help Grow Your Business

OctopusTech

blog outsource telemarketing outsource telemarketing servicesA telemarketing service is a quick and affordable method that uses the telephone to contact prospective customers in order to help generate leads, make sales along with gathering marketing information.

How to measure a call center’s quality

Ansafone

Ansafone Call center 24-7 call center call center contact center customer care customer service customer service center outsource call center outsourced call center outsourcing overflowAre You Measuring these Top Contact Center KPI’s? For call center managers, metrics monitoring is all in a day’s work, from first call resolution to average handle time, agent absenteeism and much more.

How Call Centers are Shaping the Real Estate Industry of Today

OctopusTech

However, outsourcing real estate cold calling to a professional service provider can be the best bet if what you’re looking for is to improve profits and reduce overhead costs. Why outsourcing? blog Call center outsourcing Call center services

How Call Centers help Reduce Operating Costs of Business

OctopusTech

The business industry already understands this fact well enough that companies who outsource gain much in terms of reduced costs and a larger workforce. Some of the other reasons why businesses love outsourcing includes-. As we can see, opting to outsource your customer support service can help you avail many such benefits for both your company and customers. But if you plan to outsource your call center services to countries such as India, Philippines, Ukraine etc.

Does Your Contact Center Have an Emergency Plan?

Ansafone

More importantly, when you outsource services to a contact center, will they be ready? Ansafone’s business process outsourcing (BPO) services specialize in customer service, help desk, tier-1 tech support, sales conversion, and enrollment. Ansafone Call center 24-7 call center call center contact center customer care customer service customer service center inbound call center inbound customer service omni-channel outsource call center outsourced call center US based call center

How Call Centers are shaping the Future of Restaurant Industry

OctopusTech

For those of you who are unfamiliar, a restaurant call center provides services that include outsourcing certain operational functions normally associated with the restaurant industry to 3 rd party vendors located elsewhere. blog BPO Services Call center services Outsourcing

Business costs of missed calls

Ansafone

Ansafone Call center call center customer care inbound customer service outsource call center outsourcing overflow call centerThe Cost of Missed Calls. In today’s business environment, customers have a myriad of ways to connect with you, from email and text messages to social media and a company website. However, amid all of these options, they actually prefer to use the telephone. A recent Accenture study surveyed more than 25,000 U.S.

Sales 48

Evaluating Call Center Companies: A Baseline Test

EPIC Connections

Call center outsourcing companies may appear all the same on the surface, so it’s important to tease out the differences. Large, tier-1 international outsourcers serve the world’s biggest brands, while mid-size, tier-2 outsourcers serve large and mid-size brands.

Working with B2B vs B2C Telemarketing for Business Growth

OctopusTech

blog outsource telemarketing services Telemarketing