How to Improve the Call Center Customer Experience
When it comes to customer service, quality is the name of the game. Did you know that 70% of customers will spend more money with a company if they have a good customer experience? Or that 32% of customers would stop doing business with a brand they loved if they had just one bad customer […]
KPIs for call centers: 8 critical metrics to track
When it comes to KPIs for your call center, one thing is for sure: less is more. You may not be so convinced. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. Handle time, CSAT, FCR, abandonment […]
How BPO Call Centers Can Help Your Business
Read Time: 20 Minutes Table of Contents Introduction Is your business growing — or do you want it to? Either way, outsourcing your call center could be a smart move. A business process outsourcing (BPO) call center offers significant benefits, such as cost savings, increased efficiency, and more time for your internal team. In this […]
What is a multichannel contact center?
Ready to increase customer engagement and satisfaction, reduce average handle time and grow sales? Then it might be time for you to consider a multi-channel contact center for your business. Call centers, contact centers, multi-channel contact centers: there’s a lot of terminology floating around, and it may be difficult to know exactly what services are […]
Onshore, Offshore, Nearshore: Which is Best?
Reading Time: 14 minutes Table of Contents Introduction When you’re considering outsourcing your call center operations, choosing between onshore vs offshore vs nearshore vs homeshore models is a tricky but important decision. Here, you’ll find a clear and comprehensive guide that covers the differences between these outsourcing models and explores the various pros and cons […]
How to Hire a Call Center
Is your in-house team struggling to keep up with customer service calls and inquiries? Are you hoping to enhance your customer experience this year? Do you need to free up internal resources for big business projects and strategic planning? If so, it might be time to outsource customer service to a dedicated call center. Hiring […]
What Is a Call Center? An In-Depth Guide
Reading Time: 22 minutes Table of Contents Introduction What is a call center and what do call centers do? Whether you own a business and are looking for tips to improve your overall customer experience, or you just want to get a better idea of the inner workings of the customer service world, this comprehensive […]
Call Center vs. Contact Center: Which is Best for Your Business?
Did you know that most customers won’t wait on hold for more than two minutes when phoning a business with their concern? Whether you’re selling clothes or cruises, when a customer needs to get in contact with your business, you want the experience to be as frictionless as possible. By allowing your customer to contact […]
Call Center Services & Contact Center Services
Customer experience is an important—although difficult—element of your business. No matter what kind of business you manage, delivering a consistently excellent customer experience is a necessary process. However, it can also be expensive and labor-intensive. As a result, many businesses, both large and small, opt for outsourced call centers or contact centers to manage customer […]