Look: It’s not easy to make money as a business process outsourcing (BPO) provider in the contact center arena. Your business, after all, is competing with hundreds of other BPOs for customers.
Growing a business from the ground up is a bit like raising a child. It starts off small and gets bigger—and increasingly complicated—with each passing year.
Partnering with a contact center vendor is no small decision. It requires putting a tremendous amount of trust into a third-party organization to help manage your daily communications and data, and to ensure your business’s strong reputation....
Your business just signed an agreement with a client who insisted on a service level target of 80 percent of calls answered within 20 seconds.
Business owners are scrambling to prepare for a major change in federal overtime regulation, which is set to go into effect on Dec. 1.
Standing out as a business process outsourcing (BPO) provider in the contact center space, where competitors are a dime a dozen, is a trick and a half these days. Just about every BPO offers similar features that were once considered cutting-edge...
As a contact center business process outsourcing (BPO) unit, speed and flexibility are your bread and butter. Customers approach your business because they need problems solved quickly and, as such, they expect you to accommodate them in a timely...
If one thing holds true in the contact center outsourcing industry, it’s that repeat business is never guaranteed. A BPO can be on great terms with a client one day and on an equally shaky ground the next. It’s a cutthroat industry, and BPOs can...
Nobody ever said it was easy running a business process outsourcing (BPO) company in the contact center space. In many ways, a call center BPOs' operation is mission critical, as there is no rest and no room for error.
When the decision is made to outsource part of your contact center calls to an outside vendor, it can be difficult to select a vendor to route your calls to. When outsourcing the calls you are typically forced to use the technology the outsourcing...