Global Response

APRIL 27, 2023

Do you really need to keep business onshore or just wondering if domestic outsourcing is the best solution for your company? Is paying a premium for domestic onshoring worth it, or should you outsource to a lower-priced team offshore? Reduced language and cultural barriers. That’s not the case, and it would be a mistake to think so.

outsourcing 62

outsourcing Call Center Bilingual agents Marketing 62

Outsource Consultants

JANUARY 31, 2025

At Outsource Consultants, we’ve seen firsthand how lead generation call center services can dramatically boost sales for companies across industries. This blog post will explore effective strategies for leveraging these services, from developing targeted call lists to implementing cutting-edge technology.

Call Center 67

Call Center Sales outsourcing CRM 67

Outsource Consultants

APRIL 12, 2021

If you’re looking to refine your already exceptional BPO training or trying to “catch” your competitors, here are the top three priorities for managing your training with your outsource call center vendor: BPO Vendor Priority #1 — Train with the Right Tools. Here are some ideas: Leverage a knowledge base.

Management 125

Management outsourcing Gamification Average Handle Time 125

TeleDirect

FEBRUARY 7, 2025

This is especially true in industries like customer service and call centers , where human empathy and understanding drive real connections. The best call outsourcing companies invest in human-driven customer support, ensuring each conversation is unique, empathetic, and solution-oriented.

Multi-channel support 62

Multi-channel support Call Center Customer centricity Chatbots 62

Outsource Consultants

MARCH 28, 2025

When a crisis hitsnatural disaster, public emergency, or sudden service disruptionMexicos call centers dont just react. At Outsource Consultants, weve seen it firsthand: call centers in Mexico consistently rise to the occasion with agility, empathy, and tech-forward thinking.

Call Center 67

Call Center Management Interactive Voice Response outsourcing 67

Outsource Consultants

MARCH 4, 2025

Manila call centers are at the forefront of global customer service operations. At Outsource Consultants, we’ve seen firsthand how Manila call center efficiency can help drive remarkable efficiency gains through strategic improvements.

Call Center 67

Call Center Gamification outsourcing Chatbots 67

Calltools

FEBRUARY 19, 2020

In a world of business engagements, the call center is an integral part of every company. From handling client calls to promoting sales and generating business leads, the call center has many uses. Whether in-house or outsourced, its role is unmatched in the present-day business world.

outsourcing 52

outsourcing Call Center Brand ambassadors call center software 52

Outsource Consultants

FEBRUARY 27, 2025

India’s call centers have long been a cornerstone of global customer service. At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence. This proactive approach has led to improvements in first-call resolution rates for many Indian call centers.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Outsource Consultants

JANUARY 13, 2025

Remote call centers have become increasingly prevalent in today’s business landscape. At Outsource Consultants, we’ve seen firsthand how companies can thrive with distributed customer service teams. However, managing a remote call center comes with unique challenges.

Call Center 67

Call Center Management Gamification call center software 67

Outsource Consultants

SEPTEMBER 1, 2022

They’re the ones who truly connect customers with brands, and that’s why Outsource Consultants wants to remind everyone why contact center agents are so exceptional! People rarely call customer service agents to talk about how happy they are. Chances are your contact center agents were the first to know.

Call Center 67

Call Center outsourcing Contact Center Consulting 67

Taylor Reach Group

APRIL 9, 2019

Like all of us they are looking for the magical, simple solution to their issues and challenges; just one thing; the magic pill, silver bullet, panacea that makes their jobs as center managers easier and more productive. At this point I get a look of indignation: “Of course I know my center, what are you suggesting?”

Contact Center 126

Contact Center Call Center Consulting Consulting 126

Outsource Consultants

MARCH 9, 2018

In a recent article , Daniela Puzzo discusses the importance of call center agent training (both initial and ongoing). However, she takes a unique approach to the concept by offering fun and unique methods of training that can break the grind of call center life and help engage agents. Need an outsource call center?

Call Center 52

Call Center outsourcing Consulting Consulting 52

HGS

NOVEMBER 19, 2014

The outcome of this exercise will identify what you do well and the things that you need to work on (dissatisfiers) to improve the customer experience. business management outsourcing. business process outsourcing. call center. call centre. call centre service. Wed, 11/19/2014 - 19:39.

Business Process Outsourcing 130

Business Process Outsourcing outsourcing Interactive Voice Response Analytics 130

Taylor Reach Group

JUNE 9, 2020

Redundancy strategies today focus mainly on applications and equipment – not personnel – so when the pandemic hit, contact centers were left unshielded from what was to come, especially outsource providers. Those who chose to make the contact center their temporary dwelling did so without the ability to take showers.

Virtual Agent 129

Virtual Agent Contact Center outsourcing Government 129

Vcaretec

JUNE 3, 2022

When it comes to your customer service outsourcing , finding an outsource call center that can deliver quality service and support to your valuable customers is the key to success. There are seven sure-fire things that all amazing call center reps have in common.

Call Center 52

Call Center outsourcing Accountability Customer Experience 52

Global Response

JANUARY 31, 2024

You’ve decided to outsource customer service to a third-party provider. Today, we will explore how call centers in the USA have an advantage when adhering to regulatory compliance. We’ll look at several key regulations that affect call center compliance. Now you just have to choose which one—and where.

Call Center 62

Call Center Telemarketing Government Telecommunications 62

Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. This is not a straightforward exercise. In practice, no malicious actions need to be taken, as the operational challenges are often more than enough to severely limit any value from this exercise. The Status Quo.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. It should enable agents to respond to the unique aspects of each call while maintaining a high standard of service. Elements of an effective script First, what is a call center script?

Scripts 62

Scripts Call Center Customer Service Coaching 62

Blueship Call Center

JANUARY 5, 2023

Companies throughout the world use outsourcing for customer service. Although Outsourcing Services is an appealing option, many companies struggle to do it properly. Before beginning to Outsource Customer Service , research is crucial. What Customer Service Outsourcing Is and Why Your Business Should Think About It.

outsourcing 40

outsourcing Customer Service Real estate Business Process Outsourcing 40

TeleDirect

JUNE 2, 2021

Same goes for birthday parties at the office, team-building exercises, and a thousand other things. No matter what type of work schedule you’re looking at, TeleDirect’s business process outsourcing (BPO) platform assists your business or non-profit with everything from inbound & outbound services to lead response management and much more.

Business Process Outsourcing 75

Business Process Outsourcing Best practices Call Center outsourcing 75

Blueship Call Center

NOVEMBER 30, 2022

You might wonder if you should work with an outsourced firm or employ an in-house staff for customer assistance or lead generation on your website using outsource live chat support. Regular exercise and coaching positively impact staff morale and engagement, productivity, and compliance with quality standards.

outsourcing 40

outsourcing Coaching Morale Consulting 40

Outsource Consultants

SEPTEMBER 5, 2024

When dealing with Business Process Outsourcing (BPO) partners, it’s crucial to approach these adjustments with care. This benchmarking exercise will provide valuable insights into industry standards and help you assess the reasonableness of the proposed increase. Book a strategy call today!

Benchmark 67

Benchmark outsourcing industry standards Consulting 67

BlueOcean

MAY 29, 2019

This isn’t just an imaginative exercise – it’s a situation we’ve witnessed in real life, with one of our own valued clients. Putting your brand in the hands of an outsourcer requires a strategic partnership, not just a vendor who checks all the boxes. It’s likely another reason you’re choosing onshore or nearshore outsourcers.

Contact Center 74

Contact Center outsourcing Metrics Personalization 74

Outsource Consultants

JANUARY 28, 2025

The contact center landscape has rapidly evolved, offering a broad range of advanced features designed to improve service quality, streamline operations, and drive customer satisfaction. At Outsource Consultants, we understand the complexities of selecting a contact center solution tailored to your unique business needs.

Enterprise 67

Enterprise Contact Center Average Handle Time contact center solutions 67

Inbenta

NOVEMBER 3, 2022

In many cases, these self-service tools are also a more personal way of interacting with healthcare services than browsing a website or communicating with an outsourced call center. AI-powered healthcare chatbots are capable of handling simple inquiries with ease and provide a convenient way for users to research information.

Healthcare 96

Healthcare Chatbots Morale Transportation 96

Blueship Call Center

SEPTEMBER 8, 2022

You must exercise initiative and be swift and aware. Today, email and chat support outsourcing are the two most fundamental methods of sending real-time critical data and impacting client interactions. BlueChip Call Center has the resources and qualified personnel to manage it successfully on your behalf.

outsourcing 40

outsourcing Technical Support Call Center Customer Care 40

Global Response

MARCH 16, 2023

There’s no shortage of customer service techniques you can employ in your call center, but the most important ones fall under three key areas of service: empathy , explanation and engagement. Which Customer Service Techniques Matter Most?

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

Anexa BPO

SEPTEMBER 19, 2020

The latter is often achieved via outsourcing (BPO) companies. Why is telemarketing such a useful, multifaceted tool and what makes outsourcing the most widely-used exercise when it comes to handling this very specialized department? Telemarketing via outsourcing companies is more than just cost-effective.

Telemarketing 40

Telemarketing outsourcing Enterprise Call Center 40

NobelBiz

JANUARY 17, 2022

Call Center agents’ main goal is to handle as many calls as possible effectively and without wasting time. The AHT is a KPI that contact centers always strive to improve. What is the Average Handling Time (AHT) for Contact Centers? However, a lower AHT does not always indicate that a call center works optimally.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

BlueOcean

FEBRUARY 25, 2019

Through the training program, we’re looking to identify and address any barriers that will hold agents back from delivering kick-ass experiences – overcoming those barriers particularly through the strategic use of role-play exercises and positive reinforcement.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

Quality Contact Solutions

APRIL 15, 2021

By understanding that everyone learns differently, treating learners with compassion, and exercising patience during every step of the learning process, we can cut back on the time it takes to train agents on new material and cut back on attrition rates.

Telemarketing 98

Telemarketing Scripts Sales Accountability 98

Noble Systems

JANUARY 21, 2019

A top business process outsourcing company saw big improvements like sales per hour up 24% and sales conversion boosted by 47% from utilizing gamification in its call centers. Get more details on their strategies, goals and results in the case study. Five Levels of Hierarchy of Revenue Needs.

Gamification 61

Gamification Sales Contact Center CRM 61

COPC

JUNE 26, 2019

A business issue involving your call center has been affecting your organization for months. Using Lean Six Sigma to improve call center performance is a proven way to determine underlying operational issues and to implement organizational change. Throughout this process, COPC Inc.

Call Center 40

Call Center Contact Center Consulting Consulting 40

OctopusTech

JANUARY 25, 2018

Providing customer support is vital to any organization as it strengthens the company-consumer relationship, special emphasis should be laid on the quality of this service provided be it inbound or outbound call center services , email support, or chat support services. Conclusion.

Customer Experience 48

Customer Experience Call Center Customer Support Personalization 48

Global Response

JANUARY 9, 2023

To improve these skills, it can help to have agents engage in regular team training involving problem solving games or riddles, creativity exercises, or role-playing exercises where they can take turns responding to invented customer inquiries and providing feedback for each other on the solutions provided.

Customer Service 62

Customer Service Brand ambassadors Feedback Self service 62

aircall

DECEMBER 13, 2018

Setting customer support strategy is an exercise in prioritization. With 72% of customer support leaders employing remoted, outsourced, and/or seasonal agents, today’s increasingly diverse teams need consistent and coherent guidance now more than ever. Objectives & Obstacles. 2) Delivering consistent experiences across channels.

Surveys 54

Surveys Customer Support B2C CRM 54

Expivia

FEBRUARY 27, 2021

However much we enjoy working in our call center, days can easily get monotonous. Luckily, there are a couple of fun games you can play to shake up the everyday routine in your call center. Ready to level up your call center? Why You Should Play Call Center Games. It’s true about any office.

Call Center 98

Call Center Entertainment Morale Sales 98