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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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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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