wheels

MEASURING THE OUTSOURCING ECOSYSTEM FOR STRONGER CUSTOMER RELATIONSHIPS

In analyzing which customer engagements to keep in-house and which to outsource, companies need to look past basic cost reductions as a result of outsourcing and measure overall effectiveness and strategic customer experience.    In the case of a call center,  customer retention and the overall customer satisfaction (CSAT and NPS (Net Promoter Score) has to be…

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drimage

BENEFITS OF A “NEAR SHORE” CALL CENTER FOR VOICE AND LIVE CHAT

In the Call Center industry when we speak of “Near Shore” operations we think of South America and the Caribbean, our neighboring nations this side of the hemisphere. One of the obvious traits of near shore call centers is its close geographic proximity to the US which  translates to reduced travel time, easier communication and…

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customer_service

THE VOICE OF THE CUSTOMER IN THE ENERGY DEREGULATED MARKET

Today’s deregulated energy market customers are demanding exceptional customer service now more than ever before.  Because deregulated states offer the consumer so many competitive choices, customers are demanding greater customer service when making payments, understanding their bill and general inquiries into the call center. With costs per acquisition (CPA) rising in some saturated deregulated markets,…

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200029145-001

INITIAL QUESTIONS TO HELP DEVELOP A SUCCESSFUL TELEMARKETING CHANNEL

Successful outbound telemarketing campaigns start with creative planning and budgeting.  While new sales and marketing channels blossom in social media, the telemarketing channels remain one of the fastest and most lucrative methods to directly engage and acquire new customers. So what are those initial questions to help develop a successful telemarketing channel and is telemarketing…

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outsource

HOW CAN I ENHANCE QUALITY FROM OUR OUTSOURCED CALL CENTER PARTNER?

  Your company has outsourced its call center operations, and now you must manage service levels and metrics. Beyond looking at the numbers, how can you ensure your customers are receiving a quality experience? Here are six tactical approaches: Representatives – Is the call center using well-trained, top quality representatives on the program? Exceptional customer experiences…

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