What does the future of the BPO industry look like? Over the years, business process outsourcing (BPO) has been rapidly expanding across the world. What drives this explosive growth are entrepreneurs’ evolving priorities, tech innovations, and new trends in business management. Here are four of the most influential trends shaping the outsourcing industry.
Monitoring call center shrinkage will allow you to optimize agents’ scheduling for increased productivity. Agents are the most important resource of contact centers. Although automated solutions already exist, nothing can match the quality of work real people can deliver, especially when it comes to customer service. To stay on top of massive amounts of customer […]
As customers’ loyalty to their banks continues to decline, how should financial firms respond? It’s always been challenging for banks and other financial services companies to innovate. They can’t immediately change their processes because of various restrictions, such as strict regulatory policies and data security concerns. As a result, they’ve been slow to migrate to […]
Ask any employee if they are in favor of a 4-day work week, and their answer might be a definite “yes”. But should call centers consider this? The traditional 5-day work week has long been the standard in call centers, but in an evolving world of work, it’s worth asking: Will a 4-day work week […]
More and more customers are falling in love with online shopping, but are you delivering the quality of customer support they deserve? A growing number of entrepreneurs are starting to favor e-commerce over brick-and-mortar stores, mainly because of lower startup costs. Taking your business online means you no longer have to worry about renting a […]
Sure, you can hire to replace resigning call center agents, but the truth is that employee attrition can cause deeper dents in your profit than you can imagine. Call centers have started to deliver more value, especially as brands realized that what pulls in customers is good service. Call centers directly contribute to total business […]
All call centers want to be customer-centric, but why are so many still failing? In this age, call centers are left with no excuse to justify poor services. Because the methods, technology, and tools for collaborating with customers are within their reach, they’re expected to build a customer-focused culture. But as many of them are […]
Can you protect your customers data from ransomware? In the first quarter of 2015, ransomware was found to re-emerge, stronger than before. McAfee Labs saw a 165% rise in “data kidnapping” threats last year, and hackers were using a different technique to make it harder for their victims to regain access to their servers.
Scripts may be effective in steering conversations in the right direction, but they rarely work for communicating empathy. Empathy, long been regarded as an essential component of successful customer support, makes interactions more meaningful. Taking it out of the equation is like punching a gaping hole right through otherwise productive dialogs. Without it, brands are […]
Outbound call center services allow brands to reach customers in a more proactive way. A quick glimpse at call centers today would tell us that they re leaning more toward inbound than outbound services. Outbound’s close links with telemarketing seems to have given it a “dirty” reputation, especially now that brands can easily take their […]
