Loading...

Follow Transparent BPO | Outsourcing Insights Blog on Feedspot

Continue with Google
Continue with Facebook
or

Valid

The IT network, where the processing of sensitive data is done, and calls are being answered and initiated, is a crucial part of a contact center’s customers’ business model. Customers trust the outsourced vendors they work with to make sure their data is always available, managed with integrity, and kept completely confidential. The “holy trinity” […]

The post AIC: 3 Critical Factors in Contact Center Network Design appeared first on Transparent BPO.

Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

Finding a quality, affordable outsourced contact center partner can be hard. There are many factors to consider, including site location, company culture, the technology in use, price, quality, and more. Certainly, you want to find the partner that is the right fit for your business needs. You also want one who looks out for your […]

The post Top 12 Qualities to Look for in an Outsourced Contact Center Partner appeared first on Transparent BPO.

Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

The advent of artificial intelligence, chatbots, and automation is changing the customer service landscape. Through them, people can get their basic business needs taken care of without ever speaking to a human. More complex, higher order interactions, however, still require contact center agents, and the customer expects more of the agent’s skill set as a […]

The post Training Contact Center Agents to Display Empathy: Nature or Nurture? appeared first on Transparent BPO.

Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

In the two previous posts in this series, I talked about the need to hire the right agents for the outbound role, train them well, and prepare them to deliver the right messaging to your prospects — all critical elements to generating strong conversion rates. To run a successful outbound lead gen or sales acquisition […]

The post Critical Factors to Outbound Lead Generation Success, Part 3: Contact Strategy appeared first on Transparent BPO.

Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

The call center industry continues to expand globally as companies seek to balance labor availability, labor costs, geopolitical stability, and business climate says the Site Selection Group (SSG) in its latest location trend report, which identified regions showing the highest rates of growth. The report’s findings are as follows: Reshoring Taking Center Stage The demand […]

The post Choosing Call Center Locations: Quality Over Cost the Deciding Factor New Report Says appeared first on Transparent BPO.

Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

The Philippines has worn the offshore outsourcing crown for years, having claimed it from India in 2012. The country’s BPO sector is so strong the LA Times called it the “call center capital of the world.” But the king’s crown doesn’t fit quite so well these days as more and more companies move their customer […]

The post Nearshore Outsourcing: Building a Business Case appeared first on Transparent BPO.

Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

The low U.S. unemployment rate, currently four percent, tends to have a detrimental effect on employee retention, especially among low wage, entry-level positions, such as those found in contact centers. In those cases, turnover rates spike as competition for labor increases. That’s why, in today’s economic climate, companies should not rely on filling their internal contact centers […]

The post Low Unemployment: One More Reason to Outsource Your Contact Center appeared first on Transparent BPO.

Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

You’ve probably heard of Nashville Hot Chicken. Plenty of places in the Music City serve it, and you can try it while attending CCW Winter in Nashville later this week. Want to guess what beverage pairs well with hot chicken? Champagne. (That’s right. Champagne!) “When it comes to pairing wine with fried chicken, your best bet […]

The post Guess What Pairs Well with Nashville Hot Chicken appeared first on Transparent BPO.

Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

This post is the second in a 2-part series by Pat Ricken, Director of Training, QA, and Leadership Development, on our process for call center agent training. You can view part 1 here.  Too often, contact centers only conduct agent training on the front-end. Sure, they may monitor a few calls and offer feedback from […]

The post How We Train Our Call Center Agents for Long-term Success appeared first on Transparent BPO.

Read Full Article
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

A new report from NewVoiceMedia, a cloud contact center technology provider, says that poor customer service is costing businesses more than $75 billion a year — a $13 billion increase from 2016. In an increasingly competitive global marketplace, the margins between price and profit are thinner than ever, and consumers are expecting delivery on brand […]

The post Poor Customer Service Costs U.S. Businesses $75 Billion a Year appeared first on Transparent BPO.

Read Full Article

Read for later

Articles marked as Favorite are saved for later viewing.
close
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

Separate tags by commas
To access this feature, please upgrade your account.
Start your free month
Free Preview