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. When you’re asking another team to manage customer communications, interactions with frustrated clients and more, maintaining […]
Inbound, outbound, blended, hybrid—navigating the different types of call center models can require its own dictionary. Luckily for you, we’ve created that dictionary right here. 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 […]
Do any of the following scenarios sound familiar? 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). You need specialized help and your in-house team can’t meet all of your needs. Your […]
Are you looking to: boost productivity and efficiency among your team? improve customer satisfaction and results? free up internal teams to focus on core business? streamline your processes and workflows?If so, a BPO call center partner can help. Not only can a great BPO call center manage day-to-day operations of customer service and support, but BPO outsourcing can also […]
Are your call center interactions taking too long? If so, it might be time to start reducing your average handle time. Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. Faster handle times mean: more customers can get helped more quickly increased volume in […]
We’re all familiar with traditions of setting goals, resolutions or intentions for the New Year in our personal lives—but what about for our work or businesses? Setting goals at the start of a new year, quarter or season is important to continue to take your business to the next level.Of course, knowing where you want […]
Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. In fact, up to 80% of B2B purchase decisions are impacted by a buyer’s experience with the B2B customer service, so it’s an essential quality of your brand or company to consider. However, B2B customer service […]
Good customer service skills among your brand representatives is a must—so why is it often so difficult to define exactly what skills make good customer service possible? One reason is that customer service is a multifaceted, complex job, involving both soft skills (such as empathy and patience) alongside hard skills (such as product knowledge and […]
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?For many companies, the answer is clear. Outsourcing customer service allows your business to scale effectively, manage customer demand, save time and money, and improve customer trust, loyalty and retention. However, outsourcing any […]
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. When you’re asking another team to manage customer communications, interactions with frustrated clients and more, maintaining […] 
Inbound, outbound, blended, hybrid—navigating the different types of call center models can require its own dictionary. Luckily for you, we’ve created that dictionary right here. 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 […] 
Do any of the following scenarios sound familiar? 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). You need specialized help and your in-house team can’t meet all of your needs. Your […] 
Are you looking to: boost productivity and efficiency among your team? improve customer satisfaction and results? free up internal teams to focus on core business? streamline your processes and workflows?If so, a BPO call center partner can help. Not only can a great BPO call center manage day-to-day operations of customer service and support, but BPO outsourcing can also […] 
Are your call center interactions taking too long? If so, it might be time to start reducing your average handle time. Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. Faster handle times mean: more customers can get helped more quickly increased volume in […] 
We’re all familiar with traditions of setting goals, resolutions or intentions for the New Year in our personal lives—but what about for our work or businesses? Setting goals at the start of a new year, quarter or season is important to continue to take your business to the next level.Of course, knowing where you want […] 
Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. In fact, up to 80% of B2B purchase decisions are impacted by a buyer’s experience with the B2B customer service, so it’s an essential quality of your brand or company to consider. However, B2B customer service […] 
Good customer service skills among your brand representatives is a must—so why is it often so difficult to define exactly what skills make good customer service possible? One reason is that customer service is a multifaceted, complex job, involving both soft skills (such as empathy and patience) alongside hard skills (such as product knowledge and […] 
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?For many companies, the answer is clear. Outsourcing customer service allows your business to scale effectively, manage customer demand, save time and money, and improve customer trust, loyalty and retention. However, outsourcing any […]