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). There is a lot to unpack on this subject, and we'll do our best to cover some key points.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

BlueOcean

MARCH 24, 2025

When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. Build in Big-Picture Targets with a Risk & Reward Model Your vendor needs to walk the walk and be accountable to the contracted service level.

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Contact Center Automotive outsourcing Analytics 62

Global Response

MARCH 24, 2025

As consumers demand more timely and personalized service across channels, you want to ensure your call center agents are empowered with relevant information and the right technology to meet these demands. Global Response has a long track record of success in outsourcing customer service and call center operations.

Call Center 62

Call Center Management Abandon rate outsourcing 62

Global Response

APRIL 27, 2023

You’re growing faster than you can manage and service levels are starting to decrease as a result. You’re outsourcing already to an onshore partner but need to scale faster (or more affordably). Here are four major benefits of nearshoring (especially compared to other outsourcing solutions): Cost Savings.

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outsourcing Service level Call Center Technical Support 62

Customer Service Life

DECEMBER 7, 2017

This article was originally published on the FCR blog on November 20, 2017. When it comes to outsourcing customer service you may encounter a couple of different staffing models. The goal of this article is to highlight the advantages of dedicated agents, but let me first tell you some of the pros and cons of shared agents.

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outsourcing Answering services Accountability Customer Service 68

BlueOcean

MARCH 3, 2025

Not to add another thing to your plate (sorry), but theres another question to ask that can impact all those answers: Is this the year customer care outsourcing takes a more central role in your go-forward plan? The next level is where it starts to get interesting. The final level is value chain optimization.

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outsourcing Contact Center Journey mapping industry standards 62

Customer Service Life

MAY 20, 2019

This article was originally published on the Talkdesk blog on March 15, 2019. Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. Fast forward a few years, and I now work for the outsourcer.

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outsourcing Customer Experience Contact Center Best practices 69

Global Response

SEPTEMBER 21, 2023

Should e-commerce businesses work with outsourced call centers? While some argue that customer support is too important for e-commerce to outsource, we’d argue the opposite: it’s too important to not have external support. You might be wondering how exactly a call center comes into play here, though.

Best practices 62

Best practices outsourcing Call Center Multichannel 62

ViiBE Blog

MAY 11, 2023

ViiBE Blog What is a Service Level Agreement? Anna Gorina May 11, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! SLA is short for Service Level Agreement. When do you need a Service Level Agreement?

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Service level outsourcing Metrics Customer Support 52

Global Response

DECEMBER 21, 2023

Can help desk outsourcing really make a difference on customer satisfaction? An outsourced help desk allows you to provide always-on, effective support to your customers, while freeing up time for your in-house team to focus on your bigger strategies and goals. Understanding Help Desk Outsourcing What exactly is help desk outsourcing?

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outsourcing Abandon rate Technical Support First call resolution 62

Global Response

DECEMBER 23, 2022

According to a Deloitte survey, 70% of companies said “cost reduction is a primary objective” for outsourcing. When managing an in-house call center, costs can compound and balloon quickly, whereas outsourcing presents a stable, cost-effective option.

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outsourcing Call Center Contact Center Technical Support 62

ViiBE Blog

MAY 11, 2023

In the world of a large variety of services, it becomes crucial to establish the “rules of the game” meaning to define what services your provider will supply you, under what conditions, what KPIs will be used to assess the quality of the service, and what will happen in case of the downtime. What does SLA stand for?

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Service level outsourcing Metrics Accountability 52

BlueOcean

JULY 2, 2024

Let’s start with our obvious bias: we are a small player in the global outsourcing industry. There are scenarios where one of the Big Four multinational outsourcers is going to be the right choice AND there are scenarios where a smaller partner could be the best option. Check out this article.

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outsourcing Contact Center Customer Care contact center solutions 62

BlueOcean

AUGUST 20, 2020

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. And most outsourced customer care companies are leveraging wide-spread work-from-home models with facilities operating at a fraction of their previous capacity. The right outsourcer gets it.

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outsourcing Finance Customer Care Coaching 62

Callminer

AUGUST 1, 2017

This will improve campaign performance overall including agents’ service levels. Jack is also the founder and CEO of FM Outsource, an award winning digital customer service outsourcing solution, and a regular public speaker on customer service, customer experience, AI, and automation. Nabahat Shanza.

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Contact Center Call Center Average Handle Time Real estate 334

TLC Associates

NOVEMBER 13, 2019

Outsourcing is a deliberate process, one that benefits from careful consideration and cross-comparison to find the right partner. Even when you’ve made your choice, you still want assurances you’ve wisely chosen an outsourced contact center partner. Curious to see if your outsourced contact center will deliver your desired results?

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Service level Contact Center outsourcing Metrics 40

Quality Contact Solutions

DECEMBER 31, 1969

It’s not uncommon for organizations to look towards outsourcing to support business demands that it cannot handle. This could be sales, accounting, customer service, payroll and general human resource management. Here are 6 reasons why technical support call center outsourcing is a great move for your business. It really isn’t.

Technical Support 56

Technical Support outsourcing Call Center Telemarketing 56

ROI CX Solutions

DECEMBER 5, 2024

Minutes Table of contents Introduction When it comes to call center outsourcing, the right partner can be the difference between a frustrated customer and a loyal brand advocate. When done correctly, outsourcing call centers is a strategic move for customer satisfaction and revenue. Read Time: 15.5

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outsourcing Call Center Technical Support B2B 52

Call Experts

FEBRUARY 3, 2022

Outsourcing your customer support to a small business answering service can make a world of difference in keeping up with your communication needs. Whether you’re scaling or your business needs 24/7 support, there are advantages to outsourcing customer support over handling it in-house. .

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Answering services outsourcing Real estate Accountability 98

BlueOcean

NOVEMBER 13, 2019

Listen to the audio or read the article. In the next few paragraphs, we will make the case for content review having a natural home with your outsourced customer care provider. Outsourcing Content and Ad Review to Your Contact Center. The Logistics of Content Review Outsourcing. Still have questions?

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outsourcing Contact Center Calibration Average Handle Time 48

Zingtree

AUGUST 6, 2018

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. Read the rest of the article on Call Centre Helper’s website here.

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Call Center Scripts Business Process Outsourcing outsourcing 58

CSM Magazine

OCTOBER 2, 2019

A cheaper way to ensure service levels are maintained is outsourcing. Many parts of a business can be outsourced, including call centers. Why is customer service important? Customer service is crucial to a business because it enhances customer retention & goodwill. Why Outsource Call Center solutions?

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outsourcing Call Center Telemarketing call center solutions 45

BlueOcean

SEPTEMBER 30, 2018

When outsourcing your company’s customer support – whether for the first time or the fifth time – the relationship is understandably complex. TL;DR: When outsourcing your company’s customer service, you can’t solely rely on an unwritten set of rules or assumptions. Are service levels being executed?

Contact Center 76

Contact Center outsourcing Automotive Metrics 76

Global Response

JULY 23, 2023

In this article: six key reasons to avoid hiring a call center—and what you might do to overcome these challenges. 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. That’s what we’re here to explore.

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Call Center outsourcing Bilingual agents Service level 62

Spearline

JUNE 4, 2019

Are you measuring the performance of your outsourced call center agents? Outsourced call centers, sometimes known as BPOs (Business Process Outsourcing) is an industry experiencing huge levels of growth. Identify service level issues before they impact your customers.

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outsourcing Call Center Telecommunications Business Process Outsourcing 40

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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Call Center outsourcing Upselling Self service 62

Global Response

JULY 23, 2023

In this article, we’ll give you a closer look at why some teams prefer to keep their customer service in-house, and why others outsource to a call center. We have decades of experience managing outsourced call center teams, so we’ve talked to a lot of companies—both those who decided to outsource and those who didn’t.

Call Center 62

Call Center outsourcing Customer Service Bilingual agents 62

TLC Associates

NOVEMBER 11, 2019

Some brands are considering an outsourced contact center as part of their sales process, funneling qualified leads to their sales team. If you’re in that camp, here’s how to outsource your sales support and achieve exceptional results. What does that mean for an outsourced partner? Align the Goals of Your Sales and Support Team.

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outsourcing Sales Outbound sales Contact Center 40

BlueOcean

JANUARY 22, 2019

In an outsourced solution, you need to be sure your partner (or prospective partner) is truly capable of adopting your brand and brand voice. Get the agent profile right, and your outsourcer will be starting from a position of strength with agents who naturally align with your brand and values. Related Articles.

Customer Experience 81

Customer Experience outsourcing Journey mapping Contact Center 81

Global Response

MAY 1, 2023

However, if you want to: improve the cost-effectiveness of your call center raise your service levels effectively improve CSAT and provide better customer experiences understand staffing needs to manage demand and call volume improve employee retention and satisfaction …then you need workforce management.

Call Center 62

Call Center Management outsourcing Coaching 62

Outsource Consultants

JULY 10, 2018

Not all companies are as customer-focused as they believe, according to an article by Ian Golding. In order to have a sustainable customer experience program, businesses need a certain level of customer readiness; four phases of readiness, which Golding calls the “customer readiness scale”. To read the article, please click here !

Contact Center 52

Contact Center outsourcing Interactive Voice Response Call Center 52

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

Hodusoft

MARCH 17, 2022

This article covers segments such as end-user, application, product, technology, and region of the global Auto Dialer software in 2022. The challenge of setting and achieving service level targets in a non-automated call center or a blended call center is great. Key benefits of autodialer software for businesses. Summing up.

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Call Center Morale Sales Banking 98

Global Response

MAY 1, 2023

If you’re looking to outsource your call center needs, but aren’t sure which model is right for you—or even what models are available—we’re here to help. In this article, we’ve outlined the ten most popular call center models , as well as what they’re best for, so you can easily determine which model is right for your current needs and goals.

Call Center 62

Call Center Multichannel virtual call center outsourcing 62

Outsource Consultants

MARCH 29, 2018

In a recent article , Nathan Ziv discusses how some companies have issues with their marketing departments and their contact centers clashing in strategy. 2) Use contact center data to avoid marketing certain products and services to customers who already own them. This blog post is based on an article from CustomerThink.

Call Center 52

Call Center outsourcing Contact Center call center software 52

BlueOcean

MARCH 30, 2018

Not to add another thing to your plate (sorry), but there’s another question to ask that can impact all of those answers: is this the year customer care outsourcing takes a more central role in your go-forward plan? The next level is where it starts to get interesting. The final level is value chain optimization.

outsourcing 73

outsourcing Contact Center Journey mapping Telecommunications 73

Outsource Consultants

MARCH 14, 2018

In a recent article , Daniela gives the following tips for call centers to improve themselves and avoid complacency: Game plan changes based on self-assessment and the state of the company. Brainstorm ideas based on issues reported from the customer service department. Need consulting services to improve call center performance?

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