Archive for the Business Outsourcing Category

October 25, 2012 / Business Outsourcing, Customer Satisfaction

Customer Satisfaction: Contact Center’s Lifeline

Customer Satisfaction: Contact Center’s Lifeline

Most of us are familiar with the game show "Who Wants to be a Millionaire" that offered a lifeline to its participants to help them with challenging questions. The concept was for the contestant to contact their wittiest buddy, and see if they could help them in their pursuit to take home $1 million

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October 25, 2012 / BPO Trends, Business Outsourcing, Customer Satisfaction

The  Features of a Highly Effective Outbound Care

The Features of a Highly Effective Outbound Care

Engagement and Customer Retention has been one of the key main concerns for a customer care company. To enhance relationship with customers at range, some contact center companies are switching to interactive voice response (IVR) solutions. However, badly implemented outreach can push away customers

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October 25, 2012 / Business Outsourcing, Professional Development

Proper Recruitment: First Step to Performance Improvement

Proper Recruitment: First Step to Performance Improvement

Having excellent procedures in place is not the only starting point to have good results in your contact center. Appropriate hiring and training team is needed to make sure your staff is ripe for the operations. Seeing job posts such as “College Level or High School Diploma” are very common,

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October 25, 2012 / BPO Trends, Business Outsourcing

CRM Best Practices on Call Centers

CRM Best Practices on Call Centers

Utilizing voice recordings for  Real-time Business Intelligence? Most contact center companies actively capture customer communications, yet this information remains ineffective until it has been examined – a process that can be time-consuming. And most managers have the capacity only to evaluate

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October 12, 2012 / Business Outsourcing, Customer Satisfaction

Call Center VS. Customer Center

Call Center VS. Customer Center

Have you experienced a negative “call center” experience? There are some instances that you call a company with a valid complaint or question, but put on hold several times, often receive a cold, and impersonal response. We later find out that the person taking our calls is unhelpful, and doesn

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September 25, 2012 / Business Outsourcing

Top 3 Reasons Clients Dislike Your Contact Center

Top 3 Reasons Clients Dislike Your Contact Center

The telephone is the most popular method for customer service. 69% of US customers still use the telephone for customer service support. In this stage of instant gratification, expectations are much higher which makes customers difficult to please. Clients are acquainted to more options, greater con

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September 21, 2012 / Business Outsourcing

The 5 Greatest Challenges for Call Center Managers

The 5 Greatest Challenges for Call Center Managers

The call center is one of the world's most demanding work environments, and I’m stunned it did not make CareerCast’s most backbreaking job’s  list. Having to deal with upset clients, tight shift schedules, penny-pinching top management, and super high expectations are just some of the things

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September 14, 2012 / Business Outsourcing

Philippine VS. Indian Contact Center Facilities

Philippine VS. Indian Contact Center Facilities

Philippines has formally overpowered India in call center and voice related jobs as of these days, and wondering how that happened? Philippines was for 48 years colonized by the US so there is a powerful likeness and knowledge towards the United States lifestyle and many people from the Phili

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April 10, 2012 / Business Outsourcing

Outcome Driven BPO

Outcome Driven BPO

Today, experienced buyers of BPO expect significantly more from their BPO provider and are far savvier when it comes to evaluating potential providers. A paradigm shift in the provision and pricing of BPO services has occurred, where buyers demand and expect greater value for their outsourcing dolla

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December 12, 2011 / Business Outsourcing

BPO Benefits

BPO Benefits

BPO is now being recognized as an adaptive approach to the realization of a wide array of tactical and strategic claims.  It is about optimizing business performance to attain value creation.   Major BPO Benefits   Reduce Costs One of the most important benefits and advanta

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December 12, 2011 / Business Outsourcing

CEBU as a BPO Destination

CEBU as a BPO Destination

As the local Business Process Outsourcing (BPO) industry continues to grow, the Philippines is on the fast track to becoming one of the prime outsourcing destinations in the world. Cebu City, the Queen City of the South, is considered as one of the most important BPO destinations in the country and

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December 12, 2011 / Business Outsourcing, Partner

Awesome Outsourcing Opportunities in the Philippines

Awesome Outsourcing Opportunities in the Philippines

It is clear that Philippines is now very much on the global map for outsourcing. Call centers actually began in the Philippines as plain providers of email responses and managing services. Now, the Philippines is becoming a regional and global hub for shared corporate backroom operations, especia

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November 25, 2011 / Business Outsourcing

Guidelines in Choosing the Right Call Center Outsourcing

Guidelines in Choosing the Right Call Center Outsourcing

Call center outsourcing differs in rate and quality.  The guidelines provided below will assist you in determining which call center best suits your interest, needs and expectations. Remember that they will soon represent your Company so the selection process is very vital.   1)    

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