Companies that offer products or services to other businesses do business-to-business (B2B) transactions while those that target the general public make business-to-consumer (B2C) deals. The same outsourcing solutions and marketing programs may be used to target both businesses and consumers. However, customer needs, purchase motivation, and information they look for before making a purchase can […]
Companies all over the world are outsourcing technical support to make technical assistance available whenever their customers need it. Outsourced tech support services are usually handled via phone, email, online chat, or SMS, but there are newer channels where the public can get help for their tech-related problems. Through these emerging services, companies can make […]
A “hybrid” technical support department offers both the offline services of an in-house help desk and on-call assistance provided by outsourcing customer support. Companies typically hybridize their customer service to harness the advantages of outsourcing and strengthen their in-house team. As with any other business ventures, however, hybridizing customer service has downsides. If you are […]
In 2013, the technical support outsourcing segment of the business process outsourcing (BPO) industry focused more on giving multi-channeled service and developing mobile solutions. In the coming year, these two trends will likely continue and become even more prevalent.
If effective social media marketing is what you want, then Instagram may just be the place and tool you need. This is what SumAll implied in its year-end report. The market research firm hailed Instagram as the most effective social networking site for businesses that want to grow their number of subscribers, boost customer engagement, […]
While quotas are commonly given to outbound telemarketers, an emerging belief is that inbound technical support call centers should also set quotas for cross-sales. If you are wondering how sales are made by representatives whose main duty is to troubleshoot electronics, you should know that part of giving technical support is understanding both the product at […]
Trend predictions for 2014 suggest companies that are outsourcing call center and IT services to start upping their services by conducting those in channels other than the traditional ones. Here are three trends that might shape call center outsourcing in 2014: • More self-help options will emerge Call centers will reduce call volume by diverting […]
Call center outsourcing firms often experience data overload when their agents, typically inadvertently, collect an amount of information that is more than necessary. Too much data is typically not useful and bogs down reporting and quality assurance, especially if the call center has inefficient or ineffective management practices. A survey by the International Customer Management […]
Recent Black Friday and Cyber Monday sales events revealed that tablets are the device of choice when it comes to making e-commerce transactions despite smartphones’ dominance in generating mobile traffic. IBM reported that although smartphones accounted for 26.6% of the total visits to online stores versus tablets’ 15.3%, 16.5% of the total online sales were […]
