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Author Archives: THE OFFICE GURUS

PCI Compliant Call Center

In 2006, the five major payment processors developed an industry-wide standard. The Payment Card Industry Data Security Standard (PSI-DSS) is a voluntary system guided by 12 tenants designed to incorporate both high technology and common sens...

SEMINOLE, Fla. – (Feb. 17, 2015) – The Office Gurus®, a global provider of call center solutions, announced today the expansion of their Seminole, FL location by nearly 100 seats. The expansion brings the total number of g...

3 Common Customer Service Mistakes
Introduction
 
Even smart, customer-centric companies make customer service mistakes. These mistakes are due to many reasons – improper training, poor habits, or simply bad decisions – however, everything can be remedied...

The Office Gurus supporting youth in El Salvador

The Office Gurus is a company that is committed in supporting our Salvadorean youth. More than 70% of our employees are between 18-25 years old. Our youth from our perspective not only provides good energy and optimism but they also brin...

FRONTLINE SUPERVISION NEVER PLANS TO FAIL THEY FAIL TO PLAN

The lifeblood of every call center is the frontline supervision. They are the straw that stirs the drink, the mechanic that makes sure the squeaky wheel gets the grease, the offensive coordinator, etc.! This is the group responsible for drivin...

Contact Centers: Building Rapport With Your Customers To Improve Sales

When selling over the phone many telemarketers focus solely on the products and services they have been tasked to pitch. They take a deep breath and then rush through the cost, perceived quality and added efficiencies they offer as quickly a...

Agent Training: It’s an Ongoing Process

For a moment, put yourself in the shoes of a call center agent. You just finished classroom training. You are amped to get started. You’ve learned about the product or service, the telesales methodology, you have listened to demo calls...

El Salvador: A Prime Location for Your Call Center

Choosing the location for your call center outsourcing partnership should be of the utmost importance.  The way people communicate via telephone greatly differs from continent to continent, even if both parties are speaking the sam...

Factors to Consider When Choosing a Call Center Service Provider

In today’s competitive business environment, business owners are searching for cost-effective solutions for operating their company. Outsourced partners provide scalable options for both small and large corporations. Business owners ar...

Should my Company Outsource its Work? Top 10 Items to Consider

THERE ARE MANY FACTORS TO CONSIDER WHEN DECIDING WHETHER OR NOT TO OUTSOURCE.  HERE IS A TOP 10 LIST, BUT MAKE SURE TO CONDUCT THOROUGH DUE DILIGENCE ON THE OUTSOURCING PARTNER YOU CHOOSE.  NOT ALL COMPANIES ARE CREATED EQUAL, BUT

What Services Do Call Centers Provide

Outsourcing certain business processes is an extremely valuable tool in modern industry. Companies tend to divert valuable resources to attempting to build internal call centers, and handing off individual processes to more capable o...

Are BPO Call Centers Strategic Partners for Modern-day Companies?

By 2022, the global market for Business Process Outsourcing (BPO) is projected to reach US$262.2 billion [1]. BPO call centers continue to provide a cost-effective alternative solution to properly staffing and managing an in-house custome...

Why You Should Hire an Outbound Call Center

Selling over the phone is incredibly difficult. Generally, it involves catching someone who wasn’t planning on buying something at a time when they had no intention to talk to anyone. Not only can it be very uncomfortable, it is just ver...

Creating a Successful Outsourcing Relationship

Once an agreement has been executed with an outsourcing partner, the key to the success of that relationship is viewing each other as equals. If the relationship has been planned properly, expectations are already in place on both sides, an...

Reasons to Outsource Your Call Center

One of the most important aspects for a company is their customer service. A business is entirely reliant on the satisfaction of its customers. Therefore, when considering your call center, it’s important to ensure your strategy i...

Choosing an Outsourcing Partner

Many companies when making a decision to outsource focus primarily on cost. Companies that have or are outsourcing realize that cost is only a part of the equation when selecting the right partner. Finding the right partner and a successful on...

The Office Gurus: Your BPO Solution

Companies globally are turning to outsourcing as a solution for their business processing. There are clear advantages to choosing a trusted outsource company to manage business processes that can get expensive in-house. Today, some of th...

Managing an Outsourcer

An outsourcing process is not complete once a service contract is signed. This only denotes the start of business relationship! Consider how factors discussed during the negotiating process may impact the ongoing relationship.  Here ar...

Why companies consider outsourcing

The definition of outsourcing has broadened in the last 20 years. A company may choose to outsource their back office functions, human resources, payroll, or the more traditional model of customer service, support or sales. What an organizatio...

TOG to Exhibit at Affiliate Summit East
TOG is excited to be an exhibitor at the Affiliate Summit East, taking place July 29-31 at the New York Marriott Marquis. Come visit us at Booth 2019 and learn how affiliate marketers benefit from our call center solut...

Why Outsourcing Call Center Services Can Help You Scale Your Business

A primary goal of a business owner is to operate a financially successful company while having to focus on organizational growth at the same time. They strive to provide the services or products that consumers are looking for and stand apar...

Understanding Call Centers vs Contact Centers

Recognizing the differences between a contact center and a call center can be challenging. The main difference between a call center and contact center is based on the method of communication handled by the operation.

Historically, a cal...

What Is a Bpo and What Services Can a Bpo Assist With?

The term BPO stands for Business Process Outsourcing, and is a practice used to help companies manage back-office tasks. BPOs are used in a variety of industries, from technology to banking to mobile apps to healthcare. Collaborating with a BP...

Creating the Empowered Agent

If a caller is fortunate enough to make it past the seemingly endless menu of a call center’s IVR (Interactive Voice Response) system, they are often tossed into a queue of untrained, poorly motivated agents, who without a script woul...

Creating a Customer Centric Organization

The secret to creating a customer centric organization is to incorporate customer focus in every aspect of the organization. Everyone within the organization from the receptionist to the trainer to the CEO must focus on respect, courtesy an...

Partnering Rather than Providing
Every company that uses outsourcing to manage or augment their customer service expects the BPO to treat their customer by their standards. Companies invest heavily in establishing quality assurance standards, deciding on Key Perfor...

El Salvador: A BPO Location Veteran

El Salvador is the smallest and most densely populated country in Central America. The country had an economy based on coffee production and textiles until the early 21st century, when the country moved to an economy based on the servic...

SOC 2 Type 2 Certified
Did you know that The Office Gurus is SOC 2 Type 2 Certified? SOC 2 Type 2 requires companies to establish and follow strict information security policies and procedures encompassing the security, availability, processing, integrity...

Meet TOG: Training & Development
We create opportunities through the training and development of our human talent, helping them achieve their full potential. Our values help guide the exceptional service that we provide our clients. We are responsible for preparin...

Corporate Social Responsibility – Our Partnership with Movimiento Amarillo
We passionately believe in improving the communities where we operate through our social responsibility program – TOGether. Our Gurus in El Salvador recently reinforced their commitment towards supporting children with cancer th...

Superior Group of Companies, Inc. reports strong 2018 sales bolstered by gains from its call center division, The Office Gurus

SUPERIOR GROUP OF COMPANIES, INC. REPORTS OPERATING RESULTS FOR THE FOURTH QUARTER AND YEAR ENDED DECEMBER 31, 2018

  • ANNUAL NET SALES INCREASED 30 PERCENT
  • ANNUAL NET INCOME INCREASED 13 PERCENT
  • 25TH CONSECUTIVE QUARTER WITH SALES
  • ...

TOG University: Congrats Grads
TOG University:
Congratulations to the latest class of Team Lead graduates. Your hard work and dedication is appreci...

Meet TOG: Client Solutions Team
We are responsible for overseeing the implementation of new programs and ongoing account management. We serve as the liaison between the client and TOG Operations. For our clients, we are the voice of TOG, and for TOG, we are the voice o...

TOG University
TOG University: Congratulations to the latest class of Team Lead graduates. Your hard work and dedication is appreciated.   &...

Meet TOG: BI (Business Intelligence)
We focus on providing our customers and the operation with the raw data, reporting, and insights needed for enhanced decision-making.  The insight from TOG BI allows our team along with our client partners to make informed decisions, ...

Top 10 Things to Consider When Selecting an Outsourcing Partner

The call center and outsourcing industry has expanded rapidly worldwide over the last twenty-five years as a result of varying client requirements. Thus, finding a partner that fits with your company’s needs has become increasingly mor...

The Office Gurus continues to perform to expectations in Q2
SUPERIOR GROUP OF COMPANIES, INC. REPORTS OPERATING RESULTS FOR THE SECOND QUARTER JUNE 30, 2019.

The Office Gurus continues to perform to expectations with quarterly net sales growth to outside customers of 11.6% over the compa...

Meet TOG: Software Development Team
Our group is responsible for the creation of solutions for clients and the maintenance of applications.  We create user-friendly applications that make our employee’s lives easier, improve the efficiencies of our internal proc...

How to Enhance Your Team's Customer Service Department

Your company’s success is often determined by how well you provide customer service.

Have you ever had such a negative customer service experience with a brand that it stopped you from shopping with them again? If so, you’re no...

At TOG we are doing some amazing things with voice analytics

Great article in Forbes Magazine about the power of Voice Analytics. At TOG we utilize Voice Analytics to enhance the overall agent and customer experience in an effort to create the best brand ambassadors possible!

The Amazing Potential Of...

How Customer Service Agents Can Successfully Up-sell and Cross-sell

Your internet is down. After being on hold for 20 minutes waiting for someone to answer the phone, you spend another 45 minutes going back and forth with the agent to resolve the problem. Just as you are about to end the call the agent asks...

You’ve decided to outsource, now what?

As you begin your search and start having conversations with potential partners, REMEMBER it’s important the call center you choose is compatible with your business, has the resources available to handle your anticipated call volume, an...

Meet TOG: Recruitment Team
We are responsible for recruiting and hiring new Gurus.  Through our recruiting efforts and screening protocol, we attract and hire the best talent in the industry.             &...

Contact Center vs Call Center: What is the Difference

Although the terms ‘contact center’ and ‘call center’ seem synonymous, there are some key differences between the two.

A contact center is a hub for managing customer communications and customer service acros...

Meet TOG: Key Performance Indicator & Compliance Department
We provide Operations with the Key Performance Indicator (KPI) results for every customer.  Operations uses this data to create action plans designed to address the root cause for each area of opportunity in order to ensure that ...

Best Practices for Benchmarking the Contact Center

When partnering with a contact center provider, accountability and performance tracking are key to a successful, long-term relationship. The Office Gurus, a premier global call and contact center provider, serves as a resource for thi...

Reducing Average Handle Time for Inbound Rebate Processing Account
Reducing Average Handle Time for Inbound Rebate Processing Account | The Office ...

OFFICE EQUIPMENT DISTRIBUTOR -  B2B OUTBOUND SOLUTIONS

CLIENT PROFILE:

US catalog and e-retailer

THE CHALLENGE:

Our customer was interested in developing an Outbound Solutions program that would facilitate their efforts to grow sales, increase average order size, capture additional marke...

Internet Marketing Company:Inbound Lead Qualification

CLIENT PROFILE:

Well respected nationally recognized Internet Marketing Organization with over a decade of experience in the lead generation industry.

THE CHALLENGE:

A large US based call center hindered the company’s success an...

Top 10 Mistakes Made When Offshoring

Our experts look at some of the most common errors companies make when offshoring

By: Jamie Liddell

Sending work offshore can be a valuable tool for firms looking to enjoy the benefits of labor arbitrage, increased geographica...

Focus On Quality In Education Call Center Programs

With today’s changing economy, furthering your education is more important now than ever before. People’s focus on improving and increasing their knowledge in the job market has driven the need for educational opportunities. Thi...

El Salvador: Efforts To Improve English Have Real Impact

One of the most pervasive and challenging issues across the Nearshore region is establishing English language training programs that actually do work – and actually produce well-trained professionals. One country that has been working o...

Internet Retail Outbound Case Study

CHALLENGE

The Client is part of the highly competitive commoditized apparel industry where customer satisfaction is a true differentiator. The Client’s customers were suffering from long hold times and high abandonment rates. I...

Catalog Retailer:Database Cleansing Case Study

CHALLENGE

In a highly competitive industrial supply distribution industry, retaining and growing an overall customer base is mission critical. As part of their growth strategy, The Office Gurus®’ international client was mailin...

Hvac Support: Flexible, Scalable, And Results Driven


OVERVIEW

The heating, ventilation and air conditioning (HVAC) business continues to grow even amid a slow economic recovery. According to the United States Department of Labor’s Bureau of Labor Statistics, demand for HVAC mechanic...

Meal Kit Delivery Case Study

‘‘We are very excited with the group of agents your team has been able to assemble for us. They have quickly adapted our brand values and lived them during their interactions with our customers. We are very happy with our extende...

SEMINOLE, Fla., March 30, 2015 — The Office Gurus®, a global provider of call center solutions, today announced the expansion of their El Salvador call center by 120 seats.  This expansion will bring The Office Gurus total numbe...

BOSTON, Massachusetts, USA Sep. 25th, 2015 – For the sixth consecutive year  The Office Gurus®, a global provider of Call and Contact Center Solutions , will exhibit their revenue producing omni channel telesales solutions a...

SEMINOLE, FL. – (Oct. 27th, 2015) – Jaimie Walter was a guest panelist on the Customer Experience Roundtable, which is part of the 2015 Webinar Series sponsored by ConnectFirst and CH Consulting Group. The webinar included othe...

SAN SALVADOR, El Salvador, Sep. 26, 2014 – The Office Gurus®, the fast-growing BPO and global call center company based in Seminole, Florida, is embarking on a new phase of global expansion as it purchases land for new headquarters i...

Top Ten Mistakes Made When Offshoring

Our experts look at some of the most common errors companies make when offshoring

By: Jamie Liddell

Sending work offshore can be a valuable tool for firms looking to enjoy the benefits of labor arbitrage, increased geographica...

SEMINOLE, FL. – (Dec. 9th, 2015) – On December 9th, Dominic Leide, President of The Office Gurus®, was featured as a guest panelist on Connect First’s webinar on building a mature and stable contact center in 2016.

Th...

Local Call Center Sees Continued Growth In  Seminole

The Office Gurus ® double staff in 2016, expect continued growth.

Contact: Mary O’Hara
Superior Uniform Group®
(727) 727-397-9611 ext. 1311
[email protected]

SEMINOLE, Fla. (July 19, 2016...

SEMINOLE, Fla. – (Aug. 25, 2015) – The Office Gurus ®, a global provider of call center solutions, announced today the launch of their new corporate website www.theofficegurus.com.

The new website has bee...

The Office Gurus® Named As a Finalist For The 2017 Call Center Week Excellence Awards In The Outsourcer Of The Year Category

The Office Gurus®

10055 Seminole Blvd.
Seminole, FL 33772
www.TheOfficeGurus.com

Seminole, Florida-May 10, 2017 — The Office Gurus® a global provider of call center outsourcing solutions with call centers in th...

Chicago, Illinois – (April 20th, 2016) – The Office Gurus® to attend the 8th Annual AA-ISP Leadership Summit 2016 in ChicagoBret Butterfield, VP of Global Sales for The Office Gurus®, will be attending th...

Dominic Leide and Bret Butterfield from The Office Gurus® will be attending the 17th Annual Call Center Week Conference and Expo held at The Mirage Hotel & Casino in Las Vegas, from June 27th through July 1st.

Call Cente...

The Office Gurus Completes New State Of The Art Building In El Salvador

Contact: Dominic Leide, President
The Office Gurus®
(727) 803-7114
[email protected]
www.TheOfficeGurus.com

SEMINOLE, Fla., July 15th, 2016 — The Office Gurus®, a global provider of call and contact cente...

The Office Gurus® Named Outsourcing Provider Of The Year Runner-Up At Call Center Week 2017

July 26, Las Vegas, Nevada 2017 — The Office Gurus®, a global provider of call center outsourcing solutions with locations in the USA, El Salvador, and Belize, was named runner-up for the prestigious Call Center Wee...

SEMINOLE, Fla. – (September 25, 2018) – The Office Gurus®, a division of Superior Group of Companies, Inc.® (NASDAQ:SGC) and global provider of custom call and contact center support, responded to its extensive success i...

Seminole, Florida – May 14, 2019 – The Office Gurus® a global provider of call center outsourcing solutions with call centers in the USA, El Salvador, and Belize, has announced Jamaica as a new location for their nearshor...

Seminole, Florida, February 19, 2018: The Office Gurus, a global provider of call center solutions with offices in the USA, El Salvador, and Belize, is pleased to announce the promotion of two key team members. Jaimie Walter was promoted t...

ALPHARETTA, Ga. (May 3, 2018) – At nearly 100 years old, a $267 million publicly traded company is rebranding itself to better reflect its diverse offerings. Superior Uniform Group, Inc. (NASDAQ: SGC) shareholders voted t...

Seminole, Florida – May 29, 2018 — The Office Gurus® a global provider of call center outsourcing solutions with call centers in the USA, El Salvador, and Belize, has been recognized for the second year in a row as a 2018 Cal...

Seminole, Florida – May 21, 2019 — The Office Gurus® a global provider of call center outsourcing solutions with call centers in the USA, El Salvador, Belize and Jamaica, has been recognized as a BPO of the Year Finalist for th...