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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. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. 4) Process Adherence.

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Removing Dissatisfiers from the Customer Journey

HGS

Posted by John Hooper, SVP Client Relations and Business Development, HGS Canada. caption id="attachment_252" align="alignnone" width="660"] Don't let dissatisfiers ruin your service strategy[/caption]. business management outsourcing. business process management. business process outsourcing.

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Should You Outsource Your Contact Center?

Real Blue Sky

Just as your organization has core competencies, an outsource provider (OSP) has the knowledge and experience necessary to provide top-notch customer service, leveraging industry best practices to manage customer relationships. They will also be able to provide insights into how customers interact with your organization.

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How to Leverage India BPOs for Global Success

Outsource Consultants

The liberalization of the Indian economy, coupled with the Y2K boom, created a perfect storm for the growth of the Business Process Outsourcing (BPO) industry. The adoption of cloud-based solutions, artificial intelligence, and data analytics tools transformed operations.

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How We Helped a Global Financial Organization Deploy and Support WFH Agents in Less Than Two Hours

Serenova

It was critical to address the issues quickly so agents could be up and running, and back to serving customers without negatively impacting service-level agreements (SLAs). They can guide your decisions and recommend the important processes and analytics you’ll need to implement in order to satisfy service needs and commitments.

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How Do You Measure Success in BPO Call Centers?

Zingtree

BPO (Business Process Outsourcing) is an industry experiencing rapid growth, with predictions that it’ll reach $3 billion in the next few years. But, what else should an outsourced call center be keeping in mind? Service Level.

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Call Recording for BPOs

OrecX

The business process outsourcing (BPO) market is very unique in that everything an outsourcer does is for the benefit of its clients. Outsourcers take on the responsibility of handling another business’s sales, or customer service, and often times even the client’s compliance responsibilities and liabilities.