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 […]
Call center leadership recruitment is a challenge, but your insights can help your partner deal with it better. A call center relies on the effectiveness of its team leaders for the benefit of their clients. These clients, however, can also be empowered to share some input in call center leadership recruitment. Basically, this practice allows […]
Telemarketing connects customers and drives sales. However, telemarketing strategies become even more effective when millennials are doing it. As a business owner, you may have heard varying opinions about different generations in the workforce, including millennials. However, it’s time to set aside preconceived notions and recognize the unique strengths that millennials bring to the table […]
How well can your call center agents respond to challenging situations? Preparing for worst-case scenarios allows agents to learn how to respond to customers the right way. During these moments, it’s even more crucial to show customers that your reps can handle difficult issues effectively. However, it’s not advisable to use scripts. When agents recite […]
The need to measure customer satisfaction leads to conversations about customer loyalty. Here are some buzzwords that go with it. As a business owner, your ultimate goal is to cultivate customer loyalty. Generally, this comes after you measure customer satisfaction. Customers have endless options, though, which is why it’s crucial to understand the key buzzwords […]
The best healthcare firms take care of their patients even outside the clinic or hospital. This is where multilingual call centers come in. Effective communication plays a vital role in the healthcare industry, where clear and accurate information exchange is crucial for providing quality care and ensuring patient safety. Language barriers can impede effective communication […]
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 […]