Should you end your partnership with your current outsourcing service provider?

Should you end your partnership with your current outsourcing service provider?

businessman ripping apart contract

Outsourcing your business process can be detrimental to your company—if you chose the wrong solutions provider.

You decided to outsource your customer support service. You want a company that can assure your customers that they’re in the right hands, without you draining much money. A solutions provider offers you an attractive offer which might seem like what you’re looking for. You decided to accept their offer and you two begin your fruitful business relationship. You realized, however, that it wasn’t as fruitful as you wanted it to be. Read More

5 Best practices in implementing gamification for your call center

coworkers office team in meeting boardroom high five

Gamifying your call center is more than just making work more fun. It requires good intentions and effective execution.

Gamification has always been touted as a way to alleviate the persisting employee attrition issues of the call center. Ideally, it seeks to improve employee engagement by introducing gamified element to a particular task. In short, it mashes work and play. It strives to create healthy competition and camaraderie among your contact center agents. In that sense, gamification seems to be a panacea for the industry’s turnover concerns. Read More

Redeem the customer experience with a good customer service apology

worried call center agent

The adage Murphy’s Law states: “Anything that can go wrong will go wrong.” When service failure occurs, it’s important for your call center to know how to apologize to redeem the customer experience.

It’s common for call centers to have a script. It’s an approximation of what a typical customer interaction would sound like, and so it helps as a guide to talking to customers. In cases of service recovery, there’s the empathy spiel; it’s when agents say they’re sorry. It goes along the lines of “I’m sorry that you feel this way.” Such apologies tend to feel soulless or robotic instead of empathic. It doesn’t make for a good customer experience, it only ruins it. Read More

Maximize your call center workforce through forecasting accuracy

businessman deeply contemplating in front of laptop computers

The ability to adjust your workforce accordingly is key to an efficient and effective call center.

Call centers can be tough to manage. There are some days that the workload becomes too cumbersome, such as during peak seasons; but then there are days when it can get too light and boring like during downtimes. And by predicting the volume of incoming customers calls, your workforce becomes more manageable. Read More

Airlines are establishing a global presence by outsourcing to China

airplane parked in airline at sunset

With China’s economic boom and support to the business process outsourcing industry, outsourcing to China becomes more appealing to airlines cutting corners more than ever.

To face the coming financial challenges, international carriers are now considering outsourcing their business processes more than ever. With its recent economic upswing and its emergent business processes outsourcing (BPO) sector, China has become an unlikely destination as the cornerstone of global customer service. Read More

5 Tips for building a high-performing omnichannel team

omnichannel customer support agent holding headset by tablet computer in office

Call centers need to build a consistent and memorable customer experience covering all channels, both digital and non-digital.

To do this, you need a high-performing omnichannel team that can successfully implement your customer service strategy. At first, however, you may find this task challenging or you may be clueless as to where you should start.

Here are five tips you’d find useful during this process. Read More