Insights & Resources

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 are some factors to consider when negotiating and after the contract has been signed: 1. CHOOSING

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 one is like a marriage. Is there a cultural affinity

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, and there has been “buy-in” from both parties, the relationship should

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 customer service or sales team. Not only do growing businesses face the challenges related to scaling

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 IF YOU CHOOSE THE CORRECT PARTNER YOU WILL BENEFIT GREATLY. 

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 same language. This is one reason why it is extremely important to choose a location in

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, role played, and are ready to start applying the knowledge

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 driving performance, developing the skills of sales and customer service representatives,

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 as possible, trying to fit everything in before they get