Inbound Call Center Solution: The Key to Satisfying Customer Experience
Businesses today have a major challenge in keeping their customers happy. One important aspect of this endeavor is to provide a customer-centric relationship through quick and satisfactory customer support services, particularly through phone and chat channels. Organizations must consider investing in an inbound call center solution to achieve this. ENHANCED CUSTOMER SATISFACTION Call center solutions allow companies […]
The Benefits of Outsourcing to an Outbound Call Center Solution
Outsourcing has become an increasingly popular business strategy for many companies. One area where outsourcing has been particularly effective is in the realm of outbound calling. Outsourcing to a call center solution has many benefits for businesses of all sizes. COST SAVINGS By utilizing an outbound call center, businesses can take advantage of several financial […]
El Salvador’s Bullish Growth Spreads Across Software and BPO
As outsourcing growth continues apace following the global impact of the pandemic, the Nearshore region is enjoying a serious uptick in demand. But in one small Central American country in the news for its Bitcoin adoption and internationally criticised actions of its heavy-handed president, small and medium-sized organizations are growing and making the move to […]
Technology at the Core of Employee Support During Pandemic, Says the Office Gurus
The impact of the Covid-19 pandemic has forced BPO companies to rethink the way they deliver services. Businesses that thrived during the period quickly understood the need to evaluate and rethink the tools and methods they use to engage their talent pool to guarantee service delivery amid unprecedented levels of disruption. In one fell swoop, BPO companies had […]
Equipping Agents with Up-to-Date Tech Enables Success
Imagine this scenario: A skilled call center agent surpasses all the hiring requirements and is brought on board. They are highly motivated and eager to start their new job. Three months later, performance issues begin to surface, and within nine months, that promising new agent has left the company. This unfortunate storyline plays out all […]
How to Hire the Best Call Center Agents
Putting top talent into customer-facing roles is the key to achieving high customer satisfaction, yet the current labor crunch makes it all but impossible for companies to keep their call centers staffed with skilled agents. The workforce shortage crisis in the US is officially the worst we have seen in decades. The number of available workers […]
How to Recognize a Robust, Reliable Work-at-Home BPO Solution
Nearshore contact centers with work-at-home capabilities are more reliable than ever, giving brands the opportunity to protect their business continuity strategies well into the future. While work-at-home has been an option for years, most nearshore BPO, contact center, and CX providers (for a variety of reasons) never adopted the solution. However, the COVID-19 crisis forced […]
Hybrid Success: Merging Traditional Contact Center Support with Work-at-Home
Contact center outsourcing clients want guaranteed business continuity and security that is out of reach for BPO providers that are either pure-play brick-and-mortar or work-at-home providers. The only real solution is a strategic blend of brick-and-mortar and work-at-home that only hybrid service providers can offer. We all learned from the COVID-19 crisis that brands can […]
What Do Contact Center Agents Really Expect?
Sure, big hiring bonuses are alluring, fair and reliable paychecks are a necessity as is a safe work environment, but what else are. contact center agents really looking for from their employer? In an industry where high churn rates severely affect service delivery, negatively impact the overall customer experience, and can kill the P&L, it is imperative to […]
Why American English Fluency Matters in the Call Center
Have you ever called into a customer service line and known you were talking to someone 3,000 miles away? That distance is about more than physical separation; it can mean an inability to connect and to understand each other, and in customer experience that can be detrimental to customer satisfaction. For most contact center environments, […]