Buyers of Customer Service Outsourcing often look to outsourcers for the obvious ‘hard’ benefits including cost savings, enhanced profitability, and lower risk. It’s natural for many buyers to focus on the KPIs and end results. However, the end results can be tied back to ‘inputs’ put in place earlier in the process of managing a […]
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In the process of selecting the best outsourced contact center vendor to handle your customer support, and when you have your top contenders identified, it will be time to throw some hardball questions at them. In our two previous posts, we offered up guidelines for writing the contact center RFP and what subtle signs to […]
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Finding the best contact center to handle your outsourced customer care is a multidimensional process. In our last blog post, we offered up tips for streamlining the contact center RFP writing process. In this post, we look at some of the soft factors that can affect your decision-making process post-RFP. When it gets down to […]
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Trusting an outsourcing partner to interact firsthand with your customers goes beyond the typical transactional nature of most client-vendor relationships. The RFP process for contact center services is a lot like dating. The company asks questions to find out who they want to ‘dance’ with and what each potential partner is all about. In the […]
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Would you want your customers talking with unmotivated, uninterested, and unskilled agents? Of course not! You want your customers to talk with agents who are knowledgeable, skilled, and hardwired with the right neurolinguistic profile (aka mindset) to deliver a great experience. Every human brain processes communication and procedures differently. The study of neurolinguistics examines the […]
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Is the strength (or weakness) of the available agent talent pool a factor in your decision in where you should outsource your contact center? Behind all of the KPIs and operational processes, employees and agents are a product of their region’s education, linguistic diversity, and economic attributes. In most cases, the strength of the local […]
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“Strength lies in differences, not in similarities,” wrote Stephen R. Covey, business professor and best-selling author. The same holds true in the contact center business. It is a well-established fact that one of the primary benefits of partnering with a contact center for customer care is having someone else shoulder recruiting and human resources responsibilities. […]
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There’s something to be said about the consistent messages that are advertised by call center outsourcers. When companies are seeking a partner to handle their customer service calls, most organizations hear the same age-old promotions: “we’re different,” “we provide outstanding customer experiences,” and “come read our case studies to see why we are so great!” […]
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Want it. Want it. Need it. Got it. When it comes to reporting, contact center clients should be able to report on relevant activity to the campaign or the process. In too many cases, though, cookie cutter reports ‘throw up’ a ton of data and leave you digging for your calculator or exporting data into […]
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Spring, to paraphrase the poet Tennyson, is the season when you can’t help but think of love – even in our cut and dried contact center world of measurables and metrics. As contact center people, we are most passionate about data, of course. And there’s no question beautiful analytics can make us giddy, but the […]
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