Blog With a turbulent economy placing pressures on margins and clients demanding first-class services, businesses are struggling to maintain profitability. Business process outsourcing (BPO) is a strategic step for companies seeking to streamline processes, reduce costs, and gain access to world-class processes without investing in the essential technology and skills. BPO is the contracting of a specific business task, such as
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Call centers live by the adage: if you can’t measure it, you can’t manage it. Key metrics are vital when operating outbound calls. These metrics identify productivity, list effectiveness and pinpoint areas of improvement for sales. It’s recommended that call center managers obtain this information regularly. Then, the manager can effectively use it to keep the operation running at the
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For all companies, it’s not a matter of “if,” but a matter of “when” a business crisis will occur. Threats come in various shapes and sizes: product failures, human errors, and natural disasters. Preparing for a business crisis can help mitigate the damages that your organization sustains. In this new economy, a crisis can totally destroy a business. Preparation is
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As doctors fight the spread of the Ebola virus, governments are attempting to stop misinformation about the disease. With the use of call centers, agents are trained to calm panicked citizens and their concerns. In California, the Department of Public Health established a hotline to answer public inquiries. CDPH Director Dr. Ron Chapman stated the call center’s goal is to
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Call centers play a major role in delivering efficient and productive business process outsourcing services. Companies have urgent demands and customers possess high expectations. Whether it’s more customers retained or fewer refunds, a well-managed call center can make a huge difference in your bottom line. Beneficial call centers can assist in direct response marketing, a type of marketing that elicits
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Before you hire an inbound call center, ask the following questions and perform the steps detailed below to ensure that you work with the best inbound contact center for your company. Knowledge and Resource Perspective 1) Have the management personnel at the inbound call centers handled a campaign similar to your project? For example, Direct Response (DR) campaigns featured on
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An inbound call center typically handles a large volume of inbound calls compared to outbound calls. Inbound calls are initiated by your customers whereas outbound calls originate from the call center. Inbound call centers could field telephone calls for various campaigns including answering service support, customer service, order taking, billing questions and help desk and technical support. Answering Service Support
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Inbound process describes how a call center handles incoming calls when your customers call to avail the services provided by your inbound call center. Inbound Process We have identified the most common services associated with inbound process. Inbound process could involve any of the following campaigns. Answering service Customer support Survey Promotional campaign Order Taking Survey Key Factors Regarding Inbound
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The key metrics relating to inbound call centers are Active and waiting calls – how many customers are speaking with your representatives compared to the number of callers waiting to talk with one of your agents? Average talk time – how long do your customers speak with your inbound call center agents? Average hold time – how long do
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Recently, Dominican Republic has experienced a surge in the call center industry. The nation is known as a hidden treasure for US, Canadian and European businesses to outsource their campaigns at their nearshore call centers. Since this nation is located so close to the United States, Dominicans speak English with only a slight accent. They also speak Spanish, their native
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