Outsource Consultants

MARCH 18, 2025

Domestic brands are increasingly exploring call center outsourcing both nearshore and offshore as a cost-effective alternative to managing customer experience (CX) in-house. At Outsource Consultants, we’ve seen firsthand how crucial it is to understand the key factors that drive this decision.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Win the Customer

MAY 12, 2020

If we conduct a survey for recording customer’s expectations from a business, it can often be recorded as the actual need of customer falls around- Timely responses by call centre executives, hands-on lucrative offers, self-servicing way and many more. What is Call Centre Outsourcing? In today’s date outsourcing call centre.

outsourcing 128

outsourcing Big data Sales Chatbots 128

OctopusTech

MAY 8, 2021

Customer support Outsourcing is one of the major challenges that seasonal businesses suffer each peak season. Thus, the easiest way to manage a quantum of customer queries is Customer Service Outsourcing to a reliable BPO. So, this type of change in the workflow of a business requires seasonal Customer Support Outsourcing.

outsourcing 118

outsourcing Customer Support Multichannel Chatbots 118

ShepHyken

FEBRUARY 7, 2017

But first… Shep Hyken discusses the power of the customer satisfaction survey. Just about everything related to the success of a business is tied to numbers, and the customer satisfaction survey is a big part of that. Jeremy Watkin is the Head of Quality at FCR, an outsource provider of customer service.

Surveys 238

Surveys outsourcing Feedback Self service 238

ShepHyken

AUGUST 27, 2021

Another survey suggests that 68% of the participants will stick to a brand only if their experience is commendable. This is where many leading companies outsource the requirements of technical support for customers to a reputed service provider to provide an excellent experience.

Customer Experience 398

Customer Experience Technical Support Customer advocacy Finance 398

Babelforce

JUNE 29, 2021

In this post: What is Business Process Outsourcing? What is Business Process Outsourcing? Business Process Outsourcing is a contractual agreement where businesses pay an external service provider to manage specific tasks. This kind of outsourcing is very common for both inbound call centers and outbound call centers.

Business Process Outsourcing 95

Business Process Outsourcing outsourcing Call Center Contact Center 95

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. A surprising number of call centers are headquartered in the U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Outsource Consultants

DECEMBER 14, 2020

As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. Certainly, offshore outsourcing will remain an excellent option, but its lead has evaporated.

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

Quality Contact Solutions

MARCH 25, 2021

Aurora, NE (March 25th, 2021) Quality Contact Solutions, Inc (QCS) , a leading outsource telemarketing company in the U.S., Langenberg is responsible for project management of all new outsource telemarketing and call center program implementations, including planning, organization, staff forecasting, technology design and client coordination.

Telemarketing 98

Telemarketing outsourcing Management B2C 98

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 47% of companies outsource their call center operations to solve capacity issues. According to an IPSOS survey in May 2020, 57% of Americans regularly used video chat. Video Chat.

Chief Customer Officer 291

Chief Customer Officer Call Center Consulting Consulting 291

Babelforce

JULY 8, 2021

Are outsourced teams as effective? If you choose this route, you’ll outsource all or part of your contact center operations to a third party. You think you can save money by outsourcing to a place with a lower cost of living. But outsourced service doesn’t have to mean lower quality. What services do BPOs offer?

outsourcing 98

outsourcing Call Center virtual call center Contact Center 98

Vcaretec

JULY 18, 2023

It's a wise move to decide to call center outsourcing solutions so you can maintain your attention on what matters most—running your business! If you're not careful, outsourcing could cause you more problems than it's worth. Together, they can support the success of your outsourced project. Be Clear Clarity is crucial.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

Helpware

JANUARY 19, 2023

Companies on a high-growth trajectory often rely on outsourcing as they scale. According to a survey by Deloitte , 70% of companies outsource to save money. Other common reasons for outsourcing include flexibility, speed to market, and access to tools and processes.

outsourcing 80

outsourcing Surveys Marketing 80

ProProfs Blog

JULY 20, 2021

That’s where a simple employee satisfaction survey comes to your rescue. This blog gives you a clear insight into an employee satisfaction survey and shows you how to create and share meaningful surveys in minutes. What Is an Employee Satisfaction Survey? There are several reasons to conduct employee satisfaction surveys.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

ShepHyken

MAY 6, 2022

Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls. We will also take a look at whether customer service outsourcing could meet your requirements. . 10: Consider an outsourced approach. Remember, outsourcing customer service can take many forms.

Customer Service 183

Customer Service outsourcing Construction Feedback 183

Helpware

APRIL 14, 2022

Many companies benefit from outsourcing back-office functions — an approach that allows them to focus on core functions and attain efficiencies. According to a recent survey report , companies choose to outsource mainly to improve efficiency (24%) and receive support from a specialized professional (18%).

outsourcing 81

outsourcing Surveys 81

Global Response

FEBRUARY 17, 2025

Types of VoC data VoC data comes from however you gather feedback: surveys, reviews, net promoter scores , chat communication, social media activity, observations of customer behavior, and interactions between customer and support agents, to name a few. The outsourcing partnership requires trust and security.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Blueship Call Center

NOVEMBER 28, 2023

These days, outsourcing email assistance is a popular tactic used by e-commerce companies. Selecting an outsourcing partner that is both affordable and has highly skilled staff is essential for businesses looking to outsource to grow and enhance customer operations. Why do businesses choose email support outsourcing services?

outsourcing 80

outsourcing Calibration Business Process Outsourcing Call Center 80

TeleDirect

FEBRUARY 3, 2025

The best American call centers and top call outsourcing companies implement these strategies to maintain service excellence. Master Multichannel Support (Phone, Email, Chat, Social Media) The best call outsourcing companies provide omnichannel support to meet customers where they are. Use post-call surveys to gather insights.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

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

Transparent BPO

APRIL 13, 2023

A recent HFS Pulse Survey highlights several primary areas of concern for enterprises looking to outsource their operations: technological disruptions, work environment changes, economic volatility, and intense competition.

outsourcing 62

outsourcing Enterprise Surveys Technology 62

Lumoa

JANUARY 25, 2021

In this article, we take a look at rating scales — what they are, how you can use them, and some of their advantages and disadvantages when conducting customer surveys. A rating scale is a closed-end survey question that is used to evaluate how survey responders feel about a particular product or statement. Words are not.

Surveys 78

Surveys Feedback Analytics outsourcing 78

Blueship Call Center

OCTOBER 9, 2023

Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue. Enhance customer service in top call center outsourcing companies Your company’s front line is made up of your customer service staff.

outsourcing 81

outsourcing Call Center Customer Care Coaching 81

Callminer

OCTOBER 11, 2018

Employee engagement can be tracked by conducting surveys with quantitative and qualitative questions and having individual conversations with employees. Nathan is the Chief Commercial Officer at both FM Outsource (a customer service outsourcing business) and Gnatta (a customer service software platform).

Call Center 561

Call Center Metrics Contact Center Wait times 561

JivoChat

FEBRUARY 22, 2023

According to recent data , the global market for E-commerce outsourcing was valued at $262 billion in 2022 and is projected to expand at a compound annual growth rate (CAGR) of 9.4% This growth reflects the increasing demand for outsourcing today and for the years to come. What Is Outsourcing? from 2023 to 2030.

outsourcing 82

outsourcing SaaS Accountability Analytics 82

Peter Lavers

JULY 7, 2015

It’s one thing to talk strategically about the subject but it’s another thing completely to engender a real passion for the customer experience amongst the staff who are often tactically managed (even outsourced) and the least well paid in the business. Is there a staff survey and what does it reveal?

Customer centricity 165

Customer centricity outsourcing Morale Benchmark 165

Callminer

JANUARY 18, 2021

“A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. ” – The Basics of Outsourcing for International Call Center Business , CRESCO. Minimise language barriers with better hires.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Outsource Consultants

FEBRUARY 26, 2025

Call center outsourcing can transform your business operations. At Outsource Consultants, we’ve seen companies thrive by leveraging external call center expertise. This post will help you determine if outsourcing is the right move for your organization. What Is Call Center Outsourcing?

outsourcing 67

outsourcing Call Center Customer Service Technical Support 67

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.

outsourcing 62

outsourcing Call Center Contact Center Technical Support 62

Global Response

JANUARY 31, 2023

A recent survey by McKinsey & Company found that 61% of customer support leaders report an increase in contact volume. And many are doing that by – you guessed it – outsourcing. In fact, according to CGS , 79% of organizations are already outsourcing customer support or plan to start outsourcing in the coming year.

outsourcing 62

outsourcing Call Center Benchmark Interactive Voice Response 62

Outsource Consultants

JANUARY 3, 2024

At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. Prediction: Kenya to Overtake South Africa as Africa’s Top Outsourcing Hub Why? Africa’s BPO sector is accelerating , particularly in North America.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

ROI CX Solutions

DECEMBER 16, 2024

Craft a flexible staffing strategy: Hire seasonal agents, explore outsourcing solutions, or cross-train your team to manage demand. Hire seasonal agents and explore outsourcing solutions Hiring seasonal agents or exploring outsourcing solutions is a great way to maintain quality customer service and reduce overhead costs.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 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?

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

TeleDirect

MARCH 26, 2025

Customer Satisfaction (CSAT) Surveys: Collect insights from clients post-interaction. Q5: Can outsourcing customer care be beneficial for medical and insurance practices? A: Yes, outsourcing to specialized call centers ensures professional, consistent, and efficient support without overburdening internal teams.

Customer Care 62

Customer Care Multi-channel support CRM outsourcing 62

Outsource Consultants

FEBRUARY 28, 2025

At Outsource Consultants, we’ve seen firsthand how Manila’s large pool of English-speaking talent and advanced technological capabilities can transform businesses’ customer experience strategies. Outsourcing to the Philippines can save more than 50% on operational costs , primarily due to lower labor costs in the country.

outsourcing 67

outsourcing Call Center Government Consulting 67

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. Youve heard it before: Stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress.

Contact Center 62

Contact Center Automotive outsourcing Analytics 62

Talkdesk

APRIL 13, 2021

By partnering with leading customer experience consultancies to outsource administrative efforts, we aim to reinforce our commitment towards providing customers with a better agent and customer experience, and increased customer advocacy. Recent surveys estimated that 90% of Fortune 500 companies use a Managed Services Provider (MSP).

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133