How to Improve Customer Service (and How a Call Center Can Help)

a person researching ways to improve customer service on their smart phoneIn 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 your customer service […]

The Evolution of Call Center BPO Services

a person working at a walking desk while discussing call center BPO services with colleagues via a video meetingWhether it’s Midge Maisel in The Marvelous Mrs. Maisel expertly working the switchboard in the 1960s or Bob Wiley in What About Bob trying to pull a fast one on Betty, the call center representative, in the 1990s, we can picture the early days of the call center. But with the rise of modern technology […]

The Future of Outsourcing: Trends and Predictions for 2024

a business owner researching the latest outsourcing trends while working from homeAcross all industries, outsourcing continues to help businesses save money, streamline processes, and gain a competitive advantage. Sectors like IT, healthcare, finance, and HR lead the way in outsourcing. And it’s not just large companies: In 2023, 90% of small businesses across industries planned to outsource. The global business process outsourcing market is worth more […]

How a Good Customer Service Provider Elevates Your Brand

a customer service provider working from home, looking at their mobile deviceDoes customer service really impact how your audience views your brand? According to the data, the answer is very clearly yes. Take a look for yourself: 3 out of 5 customers say that good customer service is necessary for them to feel loyal to a brand. 93% of customers are more likely to remain loyal […]

How to Evaluate and Choose a Help Desk Service Provider

a help desk service provider working at their deskToday’s customer expectations are higher than ever, and that’s just as true when it comes to help desk support as general customer service. As a result, more and more companies are turning to outsourcing to manage their help desk service. And doing so is a great idea. Outsourcing your help desk can deliver massive benefits, […]

Your Guide to Navigating the World of Customer Service Outsourcing

a customer service outsourcing agent working from homeCustomer service outsourcing is a huge industry, resulting in approximately $525 billion dollars of spend every year, in fact. But if you’re not outsourcing your customer service yet, it may seem like a big project that’s not necessarily worth the investment. For example, many companies who haven’t outsourced customer service before wonder: How can I find a […]

The Impact of Help Desk Outsourcing on Customer Satisfaction

a help desk outsourcing agent working at their deskCan help desk outsourcing really make a difference on customer satisfaction?Help desk requests may seem like a small (although often bothersome) task. Whether you get tons of help desk requests or just a few, dealing with them often causes a lot of frustration to your customers—which is compounded if they can’t get quick and efficient […]

How Customer Analytics Drives Informed Decision-Making

a business owner reviewing their customer analytics at their computerToday’s companies collect more customer data than ever. Unfortunately, many companies still aren’t using it for its full effect. Customer analytics allow you to take the customer data you’ve collected and assess, aggregate and analyze it to understand trends, make forecasts and better understand your customers. In doing so, you can develop actionable insights that drive […]

Multilingual Support: Expanding Reach with Retail Call Center Services

a call center agent working in a multilingual call center support environment.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 […]

Using Call Centers to Build Stronger Customer Relationships

two people shaking hands as they work on building customer relationshipsThink back to your last new relationship: whether it was a friend, a work colleague, a child or a romantic relationship, building any new relationship takes time, effort and dedicated focus.  Relationships with your customers are no different—and yet, many businesses assume they will happen automatically. When they don’t, it can be easy to just […]