Outsource Consultants

MARCH 30, 2025

The Philippines’ multilingual capabilities have transformed the global call center landscape. At Outsource Consultants, we’ve witnessed firsthand how this Southeast Asian nation has become a prime destination for multilingual customer support. Why Is the Philippines a Multilingual Powerhouse?

Call Center 67

Call Center outsourcing Consulting Consulting 67

Contact Center Pipeline

JULY 22, 2021

Many companies are “pretty much kind of OK-ish” at responding to customers’ questions or complaints in social media. They do respond to customers’ social posts, and they reply pretty quickly. Some companies are doing darn well at digital customer care. A few are good. A handful are excellent.

Customer Care 189

Customer Care Coaching Contact Center Call Center 189

Global Response

FEBRUARY 17, 2025

Determining which is right for you depends on a number of factors, but an outsourced contact center will have the resources to comprehensively take on the task for you. Answering these questions prepares and empowers you to proactively own an excellent customer service strategy. How many tickets can each agent handle at peak seasons?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Fonolo

APRIL 20, 2021

Is your call center experiencing an increase in abandoned calls ? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? 3 Proven Ways to Reduce Abandon Rates in the Call Center. 3 Proven Ways to Reduce Abandon Rates in the Call Center.

Call Center 148

Call Center Abandon rate outsourcing Wait times 148

Fonolo

SEPTEMBER 14, 2021

No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. Knowing exactly what your customers want and don’t want will help you to maximize your call center’s customer care, leading to growth and revenue opportunities for your business.

Call Center 142

Call Center Customer Service Abandon rate Average Handle Time 142

CCNG

OCTOBER 26, 2024

This inconsistency frustrates customers and drives up operational costs due to wasted resources. Poorly defined performance standards make performance management subjective and inconsistent, complicating efforts to motivate and engage call center teams.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

Fonolo

FEBRUARY 24, 2021

This is especially the case with customer service and customer care. Outsourcing customer service can potentially save your business money while allowing you to focus on other areas of the business. We’ll also explore some of the pros and cons that come with call center outsourcing and customer service companies.

outsourcing 134

outsourcing Call Center Telecommunications Technical Support 134

Fonolo

JUNE 30, 2020

So, you’re hiring a new call-center agent. And even if you find them, they may not stick around; call centers are notorious for their high turnover. According to Avoxi , call center attrition rates hover around 33% on average. Handpicked related content: 7 Things Great Call Center Managers Do Every Day.

Call Center 136

Call Center Contact Center Construction Scripts 136

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Call Center 142

Call Center Interactive Voice Response call center software Contact Center 142

Hodusoft

OCTOBER 17, 2024

How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.”

Call Center 52

Call Center Customer Service Contact center software Chatbots 52

Vcaretec

AUGUST 8, 2023

However, good customer support outsourcing won't sacrifice quality and may, in many cases, enhance your service. In this post, we'll look at the top 10 factors to consider when picking a customer care outsourcing provider. How Can Customer Service Outsourcing Boost Profits? How Much Does Outsourcing Customer Service Cost?

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

TechSee

APRIL 10, 2018

Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. The growing scale of the customer care market requires greater reliance on technology through automation and AI-based technology.

Call Center 139

Call Center Technology outsourcing Self service 139

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Lindsey Havens. Nabahat Shanza. Art Coombs. ArthurFCoombs. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

CX Global Media

DECEMBER 3, 2018

But don’t be complacent if other companies in your industry are not good at providing an excellent social media experience for customers. Social customer care and delivering a social media experience for customers that differentiates is your opportunity to disrupt – instead of being disrupted. Additional Resources.

Customer Care 214

Customer Care Coaching Call Center Marketing 214

ShepHyken

OCTOBER 8, 2019

Customers now expect companies to be as easy to reach as their friends are. Social customer care involves customers communicating with companies through social media channels. Your customer service isn’t just a call center; it’s driving value for your organization.” – Sam Lessin.

Customer Care 261

Customer Care Customer centricity Coaching Contact Center 261

ShepHyken

APRIL 9, 2021

The last thing you want is your already unhappy customers getting furious because they had to repeat their problem a dozen times. Ideally, call center organizations take care of the sound problem. They ensure each agent gets a quiet and peaceful environment to interact with the customer. Wrapping Up.

Customer Service 376

Customer Service Scripts voip contact center solutions 376

CCNG

NOVEMBER 27, 2024

This post was submitted by Adam Boelke , a CCNG Academy member who helps fellow members and leaders optimize call center performance and establish a culture of engagement that drives bottom-line results.

CCNG 195

CCNG Employee engagement Call Center Management 195

Vcaretec

JUNE 6, 2022

There are many facets to any successful call center, either in-house or outsourced. All of these elements must be taken into account for a COO or Head of Customer Experience to measure and understand the return on investment of their customer support center.

Customer Care 85

Customer Care Wireless Telecommunications outsourcing 85

Contact Center Pipeline

AUGUST 6, 2019

Are your contact center agents increasingly late for work or calling in sick? Are quality and productivity declining while error rates and customer complaints escalate? Do bad moods and negativity dominate the contact center? If this is happening, your culprit may be BURNOUT.

Customer Care 140

Customer Care Contact Center Agent burnout Call Center 140

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

ShepHyken

AUGUST 17, 2021

When you consider the different scenarios that individuals are put in, dealing with different contacts every day, they have a lot of people they have to interact with, whether that’s the customer directly or the supervisor at the company they’re supporting. About: Greg Hanover was named CEO of Liveops Inc.

virtual call center 273

virtual call center Call Center Enterprise Customer Care 273

CX Global Media

OCTOBER 22, 2018

Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. Consolidated – CCBCC ( REGISTER NOW ) to learn about steps you can take to find your way and add life to your culture making your contact center a desired destination. Seminar Leaders.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care.

Customer Experience 229

Customer Experience Average Handle Time Customer Care Customer centricity 229

Beyond Philosophy

APRIL 14, 2015

If you don’t see Customers there, they didn’t make the cut. Ask yourself, does the Customer Care Center receive accolades publically? Many times Customer service employees are treated like second-class citizens. When was the last time it highlighted the work of the call center or Customer care reps?

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Consulting 310

Blueship Call Center

AUGUST 22, 2023

We’ll go through its advantages and advise on how to outsource customer care services flawlessly. Next, we’ll discuss how to choose the best outsourcing partner before highlighting top-notch customer service outsourcing firms. However, the issue stems from the internal employees that handle customer care.

Customer Care 73

Customer Care outsourcing Average Handle Time Call Center 73

Vcaretec

JUNE 6, 2022

Customer expectations today are higher than ever , and the customer support training, resources, and investment required of today’s leading retailers can make the challenge of creating amazing customer care experiences seem insurmountable. At Vcare, creating amazing customer service experiences is all we do.

Best practices 88

Best practices Customer Care Customer advocacy outsourcing 88

Callminer

JANUARY 18, 2021

Besides nurturing an omnichannel approach to customer care, organisations should carefully consider the operational aspects of their call centres to ensure it is satisfying as many callers as possible, including adequately addressing customer vulnerability. Offer rewards for great performance.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Global Response

OCTOBER 15, 2024

The way people shop has changed and become more connected, and as a result, customer support needs to be more streamlined and centralized. An omnichannel contact center integrates customer communication across channels to provide a seamless experience and superior customer care. Sound a bit confusing?

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

ShepHyken

DECEMBER 10, 2019

Using AI to Guide Employees Toward Better Customer Care. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”.

Coaching 263

Coaching Contact Center Analytics Call Center 263

Blueship Call Center

OCTOBER 9, 2023

As one of the primary factors in determining a company’s success, providing excellent customer service must be continuously improved. Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue.

outsourcing 81

outsourcing Call Center Customer Care Coaching 81

SharpenCX

DECEMBER 2, 2020

American businesses risk a staggering $494 billion in revenue from poor customer care, according to the 2020 National Customer Rage Study. . With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. Today, we’re getting tactical.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Blueship Call Center

SEPTEMBER 26, 2023

The call center sector has seen a significant transition in the commercial world. Call centers began as internal divisions devoted to sales and customer service. The use of call center outsourcing techniques increased corporate productivity in the latter half of the 20th century.

outsourcing 81

outsourcing Call Center Calibration Contact Center 81

Fonolo

NOVEMBER 1, 2022

Working in a call center can be extremely rewarding, especially for those who enjoy customer service and sales. But it’s up to management to promote call center motivation and create a work environment where their agents can gain a sense of satisfaction from their work. 10 Ways to Keep Call Center Agents Motivated.

Call Center 87

Call Center Construction Abandon rate Feedback 87

Serenova

AUGUST 4, 2020

Call Centers 101: The Guide to Call Centers and Which Works Best for Your Business. Every business aspires to be loved by its customers. For decades, the call center has served as the frontline for the business, offering customers a way to interact directly and receive support from a company.

Call Center 98

Call Center Interactive Voice Response contact center solutions Contact Center 98

Fonolo

AUGUST 10, 2021

According to research from Khoros, 86% of clients say they’re more likely to turn into lifetime brand advocates if they receive exceptional customer care. The Secret Sauce for Increasing Customer Happiness. Develop a strong customer care strategy. Start by creating a customer care vision and set goals.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

Expivia

APRIL 29, 2021

The success of your call center depends on the list of key performance indicators (KPIs) you follow. Without call center KPI tracking, you’ll never know if you’re running your call center effectively. Make sure you track and optimize them to ensure you run your call center successfully.

Call Center 98

Call Center Metrics Interactive Voice Response Average Handle Time 98

SharpenCX

APRIL 7, 2020

As your customer service team adopts this virtual call center model, let’s review essential remote work trends you need to ensure your call center team maintains customer experience and productivity. Stay on Top of the Challenges of a Virtual Call Center.

virtual call center 104

virtual call center Call Center Coaching Contact center software 104