Call Experts

FEBRUARY 24, 2022

Unfortunately, the reality is that most businesses don’t have the budget or the expertise to do so. A business process outsourcing can be the perfect fit for your company if you need more than one support channel. . Business process outsourcing isn’t just for big companies.

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Contact Center Business Process Outsourcing outsourcing Call Center 105

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience. This is where BPOs can come to your rescue.

Customer Experience 170

Customer Experience Scripts Self service outsourcing 170

TeleDirect

MARCH 1, 2021

Everything your call center does – field calls , make appointments , outbound communication , you name it – is directly tied to one overreaching metric: customer service. Take care of your clients, and everything else just falls into place. In fact, a contact center is the perfect vehicle for an effective customer feedback loop.

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Call Center Customer Service Business Process Outsourcing Upselling 117

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. Michael Replogle is a tenured call center operations and outsourcing executive at CustomerServ with over 30 years of experience. Janeen Ansell.

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call center software Call Center Contact Center Interactive Voice Response 210

LiveVox

AUGUST 2, 2023

Business process outsourcing (BPO) companies thrive on efficiency, cost-effectiveness, and delivering exceptional customer experiences. To achieve these goals, measuring the right BPO KPIs (Key Performance Indicators) is essential.

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Business Process Outsourcing outsourcing Metrics Customer Experience 81

HGS

MARCH 18, 2015

The Business Process Outsourcing (BPO) industry, in particular, is an information-intensive world. So much so that the various masses of data can camouflage what is most important and distract finite resources away from a business’s performance cornerstones. Escape the Contact Center Paradox: Narrow your Focus.

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Contact Center Calibration Government Business Process Outsourcing 100

Call Center Weekly

NOVEMBER 26, 2018

True, having spent over 30 years leading centralized customer contact and back office functions, from Business Process Outsourcers to captive operations, from on shore to near shore to off shore to virtual workforce, from pre-IPO to giant global public firms, does inform my perspective. Seriously…go. Let’s stop there.

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Contact Center Coaching Business Process Outsourcing Transportation 169

Outsource Consultants

JANUARY 8, 2025

Call center business process outsourcing has become a game-changer for companies looking to streamline their operations and enhance customer service. This strategic approach allows businesses to focus on core competencies while leveraging specialized expertise. What is Call Center BPO?

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Call Center outsourcing Business Process Outsourcing Average Handle Time 67

Global Response

FEBRUARY 28, 2024

Outsourcing non-essential tasks allows healthcare providers to focus more on patient care and core healthcare functions. Healthcare BPO ( Business Process Outsourcing ) services refer to healthcare organizations outsourcing various tasks to external providers. That’s where healthcare BPO services come in.

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Healthcare outsourcing Best practices Business Process Outsourcing 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.

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TeleDirect

DECEMBER 2, 2019

How you handle your customers determines ultimate business success. Poor customer service is linked to low satisfaction metrics, disappointed clients, and reduced profits. Everyone from employment psychologists to corporate-sponsored business coaches seeks a winning strategy to enhance the customer experience.

Customer Experience 104

Customer Experience Business Process Outsourcing outsourcing Benchmark 104

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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Global Response

NOVEMBER 6, 2023

Outsourcing is a common business practice—but is it a good one? While outsourcing offers many benefits for the company outsourcing, including more affordable labor, scalable teams, increased service hours, flexibility and more, there’s not always as many clear benefits for the workers providing those services.

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outsourcing Call Center Transportation Metrics 62

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?

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Management outsourcing Government Multichannel 78

Global Response

JUNE 13, 2023

If you’ve ever had an outsourcing partnership go “off the rails”—or you’re afraid of that happening—then you might be wondering how to maintain more control when outsourcing. Control tends to be especially important when it comes to outsourced call centers. What do you hope to achieve by outsourcing? Reputation.

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Global Response

DECEMBER 21, 2023

Customer service outsourcing is a huge industry, resulting in approximately $525 billion dollars of spend every year, in fact. But if you’re not outsourcing your customer service yet, it may seem like a big project that’s not necessarily worth the investment. Is outsourcing really more affordable than managing things in-house?

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outsourcing Customer Service Metrics Best practices 62

TeleDirect

JANUARY 17, 2020

Without these metrics and key performance indicators (KPIs), it’s hard to tell if you need to make minor tweaks or implement a major overhaul. TeleDirect, the leader in business processing outsourcing (BPO) call center services, takes quality seriously. But how do you know everything is working as intended?

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Best practices Call Center Business Process Outsourcing Entertainment 93

Anexa BPO

NOVEMBER 10, 2023

One of the biggest challenges for public companies is deciding if their shareholders will respond to customer experience (CX) metrics in earning calls. It can be a hard sell to convince executives and shareholders that CX metrics are tangible and impact earning potential. Support your findings with facts.

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Metrics Business Process Outsourcing Benchmark Customer centricity 52

Outsource Consultants

FEBRUARY 1, 2025

In the late 1990s, economic liberalization met the Y2K tech boom, creating an ideal scenario for outsourcing. Fast forward to today: India commands nearly 70% of the global outsourcing market, with a projected BPO industry growth of 8.31% through 2029. Companies partnering with Indian call centers can achieve significant cost savings.

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outsourcing Business Process Outsourcing Call Center Average Handle Time 67

TeleDirect

MARCH 14, 2019

But with TeleDirect’s expert, on-point, completely outsourced call center platform in your corner, it’s certainly easier – and much more affordable – than you think. Our business process outsourcing (BPO) services allow you to give your clients a value-added, customer-friendly experience with each and every contact center session.

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outsourcing Call Center Customer Experience Business Process Outsourcing 54

Select VoiceCom Blog

NOVEMBER 17, 2022

Having metrics and KPIs in your call centre can greatly impact your company's customer service. The post 22 Call Centre Metrics & KPIs to Measure Your Customer Service Efforts appeared first on Telemarketing & Call Centre Outsourcing in Philippines. Learn more about them in this blog!

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Metrics Telemarketing Customer Service outsourcing 52

Outsource Consultants

APRIL 8, 2025

If you’re exploring smart, strategic outsourcing options, Jamaica call centers should be on your radar. Unlike some outsourcing destinations where accents can be a barrier, Jamaican call center agents typically speak with a neutral accent that North American customers easily understand.

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Global Response

OCTOBER 6, 2023

In fact, BPO consulting is a key way to add scalability to your business and grow your business quickly. BPO refers to business process outsourcing and can take a wide variety of forms. How exactly can BPO consultants drive business growth for your company?

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Consulting Consulting Business Process Outsourcing outsourcing 62

NICE inContact

APRIL 11, 2018

Global business process outsourcing (BPO) presents some formidable challenges for Webhelp Nordic. Metrics, critical to the company’s success, have been standardized across countries. And those clients have customers of their own, often in different countries.

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Select VoiceCom Blog

MAY 10, 2023

In recent years, outsourcing has become a business strategy for scaling operations while managing expenses. According to a Deloitte study, 52% of executives outsource business functions. With this rapid expansion, ecommerce companies use outsourcing to extend their operations and meet demand. billion by 2025.

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outsourcing Advertising Enterprise Marketing 52

Select VoiceCom Blog

NOVEMBER 17, 2022

One way to ensure quality among customer service employees is to track and measure the team’s performance with metrics and key performance indicators (KPIs). Here, the guide lists everything you need to know about metrics and KPIs to ensure your goals are on track. What are Call Centre Metrics & KPIs?

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Metrics Customer Service Abandon rate Interactive Voice Response 52

Fonolo

OCTOBER 11, 2017

You’re ready to outsource your call center, but not sure where to start. It’s important to be thorough in your planning and not to be disheartened if you’ve started and stopped the process one too many times already. Let’s assume you’ve determined that outsourcing is the only option you have. It’s a tale as old as time.

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Call Center outsourcing Finance Service level 84

Transparent BPO

SEPTEMBER 17, 2019

“I worked for some large companies, all of which had some form of action plan built around metrics,” he says. “While every company I worked for had an action plan, it was focused strictly coaching for metrics,” says Williams. “With KEEP, we marry metrics and behaviors and track both over a long period.”

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outsourcing Average Handle Time Metrics Coaching 75

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? BPO’s allow for organizations with call centers to be more flexible, available, and more.

Call Center 58

Call Center Scripts Business Process Outsourcing outsourcing 58

TeleDirect

JUNE 2, 2021

TeleDirect’s business process outsourcing (BPO) services enable our clients to help improve their own customers’ experience, thanks to robust, capable support with call center platforms , any-industry expertise , and much more. Try an outsourced call center with proven metrics for success. Improve your call center.

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Global Response

FEBRUARY 13, 2022

BPO call centers: what are they and how can they help your business? Is your business growing exponentially lately—or do you wish it was? Either way, it might be time to outsource your call center. A BPO call center, then, is a team of outsourced call center agents who can handle call center operations for other businesses.

Call Center 62

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TeleDirect

OCTOBER 20, 2021

TeleDirect knows a thing or two about call center coaching , as our business process outsourced (BPO) call center platform and associated customer support applications form the foundation of any well-run, high-performance contact center. Perfect this skill, and watch your customer service metrics improve immediately!

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Outsource Consultants

SEPTEMBER 5, 2024

The Importance of Addressing Rate Increases with BPO Partners Rate increases are an unfortunate reality of doing business. When dealing with Business Process Outsourcing (BPO) partners, it’s crucial to approach these adjustments with care. Get ready for some straight talk and actionable solutions.

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TeleDirect

NOVEMBER 30, 2021

With our business process outsourcing (BPO) services during the holidays, your contact center will manage increased volume, improve customer service metrics and streamline day-to-day activities, even in the face of year-end mayhem that’s usually associated with outbound calling on holidays.

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Global Response

MARCH 26, 2024

Deciding to partner with a business processing outsourcing (BPO) vendor is a strategic move for companies of all sizes. It streamlines processes, saves money, and improves the overall quality of customer service. This ensures they are familiar with the regulations and operational standards relevant to your business.

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Best practices Management outsourcing Business Process Outsourcing 62

Serenova

APRIL 7, 2020

Build a Business Case for the Cloud: If you haven’t had a compelling reason to migrate to a cloud contact center solution, the COVID-19 crisis and the necessity to quickly transition your agents to WFH might be the driver you need. We started as a business process outsourcer (BPO) before we evolved into a technology company.

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contact center solutions Cloud contact Contact Center Business Process Outsourcing 98

Select VoiceCom Blog

MARCH 8, 2022

With a metric to determine if your clients are satisfied or […]. The post How to Effectively Acquire and Analyse Customer Feedback appeared first on Telemarketing & Call Centre Outsourcing in Philippines. Checking in on customer health can lead to opportunities for improvement within a company.

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