Healthcare BPO Services: Navigating Success in Healthcare Outsourcing
Read Time: 14 minutes Table of Contents Introduction The healthcare industry requires the highest level of precision and customer service. Patients need support as they navigate personal health issues and complex insurance coverage and healthcare organizations can become overwhelmed handling both patient care and back-end administrative tasks. That’s where healthcare BPO services come in. Let’s […]
Call Center Services for Small Businesses: Enhancing The Customer Experience
As small businesses gain traction and expand their services, real growing pains can set in. What was once easily handled by a team of five may no longer be manageable anymore. With limited staff and resources, small businesses often struggle to provide high-quality customer support and stay focused on core business practices. This often leads […]
Medical Call Center Services: Best Practices for Success
When you need urgent access to care, you need urgent access to care immediately. That’s why medical call centers are such powerful resources. Of course, many of the calls and questions they handle are routine patient support. Yet many medical call centers have trained nurses on staff to assist in emergencies 24 hours a day. […]
How to Improve Customer Service (and How a Call Center Can Help)
In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%. Improving […]
How to Pick the Right Inbound Call Center Company
Your phones are ringing constantly, and your in-house team is struggling to keep up. Wait times are ticking upward, while customer satisfaction is ticking downward. It’s time to call in reinforcements. But which inbound call center company do you choose? Ultimately, you want to partner with a cost-effective call center that aligns with your company […]
Navigating Regulatory Compliance: The Advantage of Call Centers in the USA
You’ve decided to outsource customer service to a third-party provider. Now you just have to choose which one—and where. 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. We’ll also discuss the hidden costs and […]
The Case for US Call Centers Over Offshoring
As onshoring—or domestic outsourcing—continues to grow in popularity, many companies are wondering if it’s worth investing in domestic outsourcing help, especially considering that it’s generally more expensive than offshoring. Is the investment worth it? For many companies, onshoring has a number of benefits compared to offshoring, including: higher levels of collaboration due to more similar […]
What Your Net Promoter Score Really Means—and How to Measure It
If you’ve worked in or alongside Customer Experience teams for any length of time, you’ve likely heard of NPS, or Net Promoter Scores. But while the standard NPS survey is simple, interpreting your NPS score and figuring out how to use it for company growth and improvement is anything but. NPS is a metric that […]
Multilingual Support: Expanding Reach with Retail Call Center Services
One of the biggest concerns with outsourcing customer service is whether or not agents will be able to speak English well enough to provide effortless and easy communication—and avoid misunderstandings—with customers. While this is obviously essential, what about your customers who don’t speak English as a first language themselves? Not only do these customers have […]
CCaaS vs. Traditional Call Centers: Why Cloud-Based Contact Centers Are the Future
Is your traditional call center still serving your business goals? Many businesses think that they are—until they consider other options. Traditional call centers are typically very dependent on in-person resources—both in-person agents as well as offices, hardware and physical tools that allow you to monitor and manage customer service calls. However, modern Contact-Center-as-a-Service models (CCaaS) […]