CX Outsourcing: When Does It Make Sense?
Creating a seamless, personalized customer experience (CX) is one of the most crucial investments businesses can make today. It distinguishes you from competitors, fosters customer loyalty, and, ultimately, determines business success. Yet, with limited time and resources, it is challenging for businesses to achieve excellent customer care. That’s where CX outsourcing comes in. The role […]
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 […]
The Evolution of Call Center BPO Services
Whether 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
Across 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
Does 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
Today’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
Customer 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 […]
The Impact of Help Desk Outsourcing on Customer Satisfaction
Can 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 […]
How Customer Analytics Drives Informed Decision-Making
Today’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 […]
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 […]