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 apart from their competition. To accomplish this, it requires access to the resources required to […]
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 organization chooses to outsource depends on a number of factors, including: While outsourcing is common today with onshore, […]
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 are some factors to consider when negotiating and after the contract has been signed: 1. CHOOSING THE RIGHT OUTSOURCE PARTNER We […]
Choosing an Outsourcing Provider
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 with the company? Does the […]
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, and there has been “buy-in” from both parties, the relationship should be pursued in the spirit […]
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 customer service or sales team. Not only do growing businesses face the challenges related to scaling their internal staff properly, but […]
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 IF YOU CHOOSE THE CORRECT PARTNER YOU WILL BENEFIT GREATLY. OUTSOURCING WORK CAN PROVIDE CONTINUITY, […]
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 same language. This is one reason why it is extremely important to choose a location in close proximity to North America, […]
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, role played, and are ready to start applying the knowledge you have learned. There is […]
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 driving performance, developing the skills of sales and customer service representatives, and ensuring a world class […]