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Want Better Customer Service? Take the Pulse of Your Company
By Rosanne D’Ausilio PhD There is what we call a moment of truth when a customer makes a decision about you, your company, maybe even all companies in your industry, based on their interaction with...
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The Data Speaks for Itself: Agent Training Lowers Call Center Attrition
By Rosanne D’Ausilio PhD Average turnover, reported at 40% to 50%, has always been, and continues to be, a chronically costly problem for call centers, a problem that seems to be tolerated rather than...
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Managing Outsourcers: When SLAs Don’t Do the Job
By Robert L. Scheier Service level agreements (SLAs) are the heart and soul of many outsourcing contracts. They define what the provider must deliver and their penalties for failure, in anything from...
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Why “Trust, But Verify” is Essential in Vendor Management
By Michael Blankman In my recent article, we concluded that the most important aspect of managing remotely is building a strong and trusting relationship. Creating a partnership that doesn’t rely...
View ArticleFirst Call Resolution: How to Define, Measure and Improve
By Rosanne D’Ausilio It’s a given that customer satisfaction is crucial to customer loyalty, positive word of mouth, and return on investment. First Call Resolution (FCR) has been and remains the #1...
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Mahindra Satyam Points to Business Intelligence as Tool to Drive North...
By Clayton Browne Satyam Computer Services was rebranded Mahindra Satyam in June 2009 and is in the process of merging with Tech Mahindra, but these corporate changes have not changed the company’s...
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The Nearshore’s High-Touch Advantages of Engaging US Hispanics
A granular look at making outbound calls just as productive as inbound By Michael Blankman The outbound side of the call center world is not discussed as often as the inbound side. Outbound calls are...
View ArticleFirst Call Resolution: How to Define, Measure and Improve
By Rosanne D’Ausilio A typical customer will not call back a call center. Not only does this keep costs high, but it decreases customer loyalty and increases turnover.SQM Group suggests there is a 20...
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Outlook for Nearshore Contact Center Outsourcing: Strong and Getting Stronger
Mexico’s “familiarity” an influence factor. By Dan Berthiaume After several years of stagnant growth, contact center outsourcing in the US and Americas is now poised for a significant upswing. Given...
View ArticleHome-Based BPO Service Blooms in United States: IDC
STAFF REPORT The use of home-based customer care agents, a kind of BPO service dubbed as homeshoring, has continued to gain momentum in the United States, according to market research firm IDC. U.S....
View ArticleAPAC Expands Operation in U.S., Creates 350 New Jobs
By Narayan Ammachchi APAC Customer Services Inc is hiring more than 350 agents for its Phoenix, Arizona service center, as the global BPO provider digs deeper into the U.S. call center services market....
View ArticleNew Tools Arrive to Combat Fraud in the Call Center
By Clayton Browne Fraud has been a problem for contact centers for decades, but modern technology has given sophisticated fraudsters many new opportunities. Shirley Inscoe, senior consultant for Aite,...
View ArticleAPAC Sets Out to Hire Hundreds of Customer Care Agents in Florida
By Narayan Ammachchi Global BPO firm APAC Customer Services, Inc. appears to be gearing up for a significant expansion in the US state of Florida. The Bannockburn, Illinois-based company—which provides...
View ArticleReport: U.S. State-Run Call Centers Outshine Private Call Center Industry
By Narayan Ammachchi People in the United States are finding call center services offered by government agencies more satisfying than the ones run by private firms, says a study from customer...
View ArticleWhat’s Causing the Surging Demand for IT Contractors in the U.S.?
A confluence of new technologies and demand within specific industries has been good news for contract IT workers in the United States, but the drivers are complex and tie in to enterprise spending...
View ArticleOnshore BPO Provider Hires Over 1,000 Veterans and Military Spouses
By Narayan Ammachchi U.S. BPO provider Expert Global Solutions (EGS) claims that it has hired more than 1,000 former soldiers and their family members over the past 12 months. The Plano, Texas-based...
View ArticleUnion and Lawmakers Rally Behind Anti-Outsourcing Call Center Bill
By Narayan Ammachchi Members of U.S. communication workers’ union (CWA) are in Washington this week to persuade lawmakers to push the Call Center Worker and Consumer Protection Bill through the U.S....
View ArticleJetBlue Launches Orlando Call Center for Bilingual Support
By Narayan Ammachchi Low-cost airliner JetBlue has launched its second US call center in Orlando, promising to generate around 500 jobs over the next five years. The Orlando facility will offer service...
View ArticleReport: US Call Center Industry to Increase Reliance on Home-Based Agents in...
By Narayan Ammachchi The number of home-based customer care agents in the United States is set to increase, with the healthcare industry being the prime hunting ground for call center service providers...
View ArticleQualfon Guyana to Build BPO Facility in New York
By Narayan Ammachchi Caribbean outsourcing giant Qualfon Guyana has unveiled its plans to build a new contact center and back-office processing facility in Hancock, New York, promising to create more...
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