Customers are the lifeblood of every business. For a business to survive, it needs customers. However, few businesses understand that it is much better to focus on customer retention rather than...
Customers are the lifeblood of every business. For a business to survive, it needs customers. However, few businesses understand that it is much better to focus on customer retention rather than customer acquisition. Because of this, precious time...
With artificial intelligence (AI) and machine learning (ML) technology gradually seeping into our daily lives, data and its appropriate use can cause a substantial impact on a company’s bottom line. ML algorithms can effectively use accurately...
Today’s competitive market offers consumers a plethora of options. With many companies offering identical products, the one area that can distinguish a brand from its competitors is exceptional customer service. Customers who have the option of...
Cybercrime is rising in all industries, but its effect is felt acutely among financial firms. The financial sector experienced a significant one-year spike, with 74% of institutions facing a significant rise in threats, while others worried about...
COVID-19 has been one of the toughest challenges facing today’s healthcare professionals. When cases rose, many hospitals and clinics needed to adapt their practices quickly to keep patients and providers safe.
Amid a tightening economy, businesses are bracing for a slowdown. As interest rates rise, companies will need to cut back on spending. As everybody starts looking for ways to increase efficiencies following decreased budgets, many will revisit the...
At first glance, order processing seems like a behind-the-scenes function, but it truly is critical to the overall customer experience. The reason: Shipping speed has become a key driver of customer experience for digital retail. However, shipping...
Increasing demand for fintech business services has left many organizations scrambling to attract the right talent. The shortage in tech talent negatively impacts hiring managers across organizations of varying sizes, too. Large and small companies...
It's a phrase that haunts any SaaS company leader: customer churn. Research shows that more than two-thirds of SaaS companies have 5% or more churn rates in a single year, while companies experiencing low growth have churn rates as high as almost...
Whether you are conscious of it or not, every single interaction a potential shopper has with your brand contributes to their overall opinion of your company. Positively or negatively—every exchange with your support team, products, services, and...
In recent years, more companies have started looking to outsource than ever. As a result, the global outsourcing market has experienced a compound annual growth rate (CAGR) of 8.5%, with continued expansion on the horizon.
Can social media double as customer service tools? Most companies use social media to amplify their brand voice in hopes of connecting with customers. According to the 2022 Social Media Marketing Industry Report, 85% of all marketers agreed that...
As an eCommerce company, you’re always looking for ways to grow your business and make your processes more efficient. One of the biggest challenges is finding qualified and flexible employees that will work together to help scale your business. This...
How important is company culture? Is it just a matter of boosting employee morale so they can perform their work better? Is it setting up the workplace in such a way as to make it conducive to productivity and ideas generation? Or, is it instilling...
All over the world, there are different types of healthcare systems, ranging from basic to advanced. However, they all have one common factor: They aim to provide the best possible care to the patient. Thanks to the proliferation of internet...
It’s a given that keeping your customers happy will ensure longevity and long-term success. Your customers are the lifeblood of your business, and customer satisfaction needs to be a top priority if you want your business to thrive and grow....
Startups need to launch quickly and effectively, often with limited internal resources. That's why many businesses choose to outsource some aspects of their operations to other companies. According to Forbes, many notable companies, including Slack,...
If you've observed consumer-business interactions over the past few years, then you may have noticed that phone calls are still popular. As it turns out, many people still prefer to call customer support despite the popularity of modern...
One of the biggest misconceptions in the field of artificial intelligence (AI) is that machines can do all the work themselves. The exact opposite is true. Yes, AI and machine learning have advanced capabilities to automate processes and tasks that...
A study of customer support trends shows that enhancing the overall experience is a key business differentiating factor. Companies realize that it's no longer enough to offer the best service or product. Customers’ feelings about their overall...
Did you know there were nearly three billion gaming players estimated around the globe in 2021? That figure represents a 5.3% increase over 2020, which saw a hike in gamers due to the COVID-19 pandemic, according to NewZoo's 2021 Global Games Market...
Business process outsourcing (BPO) has taken the world by storm. Valued at over $232 billion in 2020, the BPO market is expected to further rise at an eye-popping 8.5% compound annual growth rate (CAGR) between 2021 and 2028!
Working from home (WFH) used to be a luxury that few companies offered, especially full-time. However, the COVID-19 pandemic forced many businesses to find remote solutions for employees.
When strategizing to retain and acquire new customers, you may not consider upgrading your team's customer service skills. Not prioritizing this improvement can be a major mistake. Regardless of the quality of your product, customers are more likely...
The digital economy has ushered in a new phase of globalization and is, as expressed by the World Economic Forum, "becoming a force to be reckoned with through e-commerce and digital services." While this is good news for the growth of any venture...
The back office is often considered the backbone of the company. It’s where all the essential administrative and customer support functions take place, and when back-office processes run smoothly, it sets your business up for financial and...
A lot has changed since the 1990s dot com boom. Technology has improved dramatically (think: internet of things, cloud technologies, and artificial intelligence), offering convenience and efficiency to consumers. At the same time, consumer...
The benefits of a well-structured customer care plan are essential as they assist in retaining customers and creating loyal brand ambassadors, both of which are essential to the long-term success of your business. The survival rate of small...
AI is increasingly becoming an essential aspect of doing business. Already, over 77% of all devices we use feature AI in one form or another. By 2025 the global AI market is expected to reach $60 billion. And one of the most-used personal...
A customer service specialist serves as an integral link between a company and its customer base. The service specialist plays an important role in creating and maintaining a good brand reputation. The role is largely responsible for customer...
When the COVID-19 pandemic took the world by surprise, many locales implemented stay-at-home recommendations that kept people from visiting brick-and-mortar stores. As a result, people turned to the internet to order everything from toilet paper to...
Your business should run like a well-oiled machine. But just like a machine, its parts need to be in sync and well-connected. Outsourcing certain back-office functions can help do just that.
Many companies benefit from outsourcing back-office functions — an approach that allows them to focus on core functions and attain efficiencies. According to a recent survey report, companies choose to outsource mainly to improve efficiency (24%)...
How do you define eCommerce success? Is it merely getting the most customers, the most orders, or having the best online feedback? In today's competitive marketplace where up to 90% of all startups fail within the first four months, it‘s essential...
Technology, specifically artificial intelligence (AI), provides a promise for a better future in healthcare. By using advanced algorithms, machine learning (ML), and more, AI can help improve both the patient experience and care. As the world turns...
Business process outsourcing (BPO) enables companies of all sizes to outsource their back-office functions, such as customer service and accounting. The benefits are numerous: lower costs increased productivity, and the ability to focus on core...
Here is a full-proof mantra for success – change! Yes, change is the only constant thing in the world that guarantees success. Look around and see how quickly we outgrow technology and how our money habits change. Well, rules and regulations are not...
“I won’t complain. I just won’t come back.” – Brown & Williamson Tobacco Ad Customer support is (or should be) an integral feature of the modern business landscape. Customer service (CS) and customer experience (CX)—the two functions that comprise...
Aftersales services are the various processes that ensure customer satisfaction after you deliver goods or services. These services are provided in a follow-up communication, such as email support in most cases.
Today's online shoppers expect to receive help when they want it, fast responses, and interactions with real people. No wonder they love businesses that offer live chat. The truth is that phone and email support are losing traction with prospective...
Social media trends and popular engagements are increasingly impacting how companies market their products and services. Consequently, outsourcing companies are tapping into this new marketing force to drive sales for their clients.
Great customer service is no longer just a nice-to-have ideal for companies. Instead, exceptional service is a must for every and can be the differentiating factor that determines success or failure. Just consider these statistics:
How do you measure business success? Many people will argue for profitability. It is, after all, the main reason for going into business. However, using that definition automatically excludes it as a metric. Why? Simple. Profitability is not a...
In business, customers simply vote with their feet and head off to the competition if a company doesn't meet their expectations. Government agencies have no such competition, yet it's even more crucial for them to provide top-notch service. When...
There is no overstating how important eCommerce is. It's the lifeblood of any business, and it can make or break a company. In order to stay competitive in the world of eCommerce, you need to find ways to outsource your eCommerce needs. There are...
It's a well-known fact that customer service is the foundation of any successful business. As evidence, consumer research from PricewaterhouseCoopers (PwC) revealed that 86% of people are willing to spend more money on brands that provide...
No matter the sector, outsourcing has the power to help businesses through some of the most difficult industry demands. Indeed, statistics reveal that outsourcing as a solution is being prioritized on a global scale.
Social media has democratized the spread of information and ended the once-centralized power of the mainstream media. This has been a major boost for free speech. With that right to express oneself, however, is the responsibility not to spread...
The online world is big, global, and 24/7 – this makes communicating with your customers critical to running a successful business. From developing a strong brand image to managing customer relationships, there’s no getting away from the importance...
First came the Internet of Things. Then came the Internet of Medical Things. Just as our understanding of biology and medicine has rapidly transformed over the past 100 years, so has our approach to healthcare. It is changing from a...
There is no doubt that customer support is integral to business success. However, providing quality customer support can be expensive and time-consuming especially when it needs to be performed across numerous channels. This is where outsourcing...
Do you have an eCommerce business? Do you want to get started outsourcing but don't know where to begin? Are you curious about the best practices for outsourcing? In today's competitive eCommerce environment, companies need to focus on their core...
Small business leaders looking to scale ought to look at business process outsourcing (BPO). As a growth strategy, BPO allows enterprises to quickly scale without having to take large risks or lose productivity. In fact, BPO is so effective that its...
When you have received excellent customer service, you know it. You leave the interaction or phone conversation with a glow, tears in the eyes, and you can’t help but say great things about the company after the interaction. Here are some lovely...
Why outsource customer services and support to Support Centers? Find out why the best solution for small companies is to have access to required experience and technology within the budget - Outsourcing Customer Service Centers. Don't hesitate......
Fintech, or financial technology, is the development of new technology that helps financial services achieve their objectives. Companies use these tools and services to improve, automate and streamline processes related to finances.
Today's financial industry is in the midst of a massive shift as consumers turn to the fintech sector for personalized finances without traditional fees. In fact, fintech is one of the world's fastest-growing markets, with an annual growth rate of...
A happy worker is a productive worker. This should seem like common sense! Employee satisfaction and productivity go hand-in-hand, which is why employers should always keep an eye on their workers’ satisfaction.
COVID-19 has been one of the toughest challenges facing today’s healthcare professionals. When cases rose, many hospitals and clinics needed to adapt their practices quickly to keep patients and providers safe.
Customer service is perhaps one of the most crucial aspects of any business. But with already stretched employees dividing time between handling core business processes and managing administrative tasks, it can be difficult for them to actively...
Let’s consider the modern worker. They expect a lot more from their workplace: more choice, more control, and more flexibility about how, where, and when they work. In fact, as business operations slowly return to normal, remote workers are now...
In a world where cost, speed, quality, and flexibility, are more important than geography, the trend to outsource business processes is gaining traction. The fallout from COVID-19 has signaled a sharp pivot to the basics: bolstering value and...
As an ecommerce company, you’re always looking for ways to grow your business and make your processes more efficient. One of the biggest challenges is finding qualified and flexible employees that will work together to help scale your business. This...
Change is inherently unsettling, and in a world where work is no longer bound or defined by proximity or time zone, many myths circling the business process outsourcing industry stubbornly persist.
Business Process Outsourcing (BPO) has taken the business world by storm. Organizations across the globe are increasingly looking to leverage the benefits of outsourcing. Understanding the advantages of Business Process Outsourcing can have on...
Learn what 13th month pay is and how to calculate it in this guide. This way, you can ensure complete salary compliance for your international workforce.
There has been a seismic shift in the way customers reach out and interact with brands. Gone are the days of simply connecting with customer support via phone, stating your case, being put on hold, and finally being connected with a support agent....
Effective communication skills are essential in any customer success team. Your customer success team must be able to communicate effectively with customers, colleagues, and other stakeholders. Clear (or poor communication) between team members as...
Microtasking is an indispensible business solution of the future. Make sure you engage the right team and partner to take advantage of this wave.
The surge in shifting to remote jobs arrangements driven largely by COVID-19, but already evident before the pandemic, has caught many companies napping. The challenges that accompanied this sudden rise have forced them out of their slumber,...
Globalization, advancements in tech, and now Covid-19, have forced organizations to rethink their strategies and change the way they operate. When strategy changes, organizational structures, employee roles, and job functions should be realigned...
The 2020 coronavirus pandemic has challenged and transformed our way of working. With quarantine and lockdown protocols restricting our movements, companies have had to find ways to continue operating without risking their employees' health while...
A capable answering service provider makes customers feel like they’ve called your office directly. Do you feel that you lose business by not being able to take calls outside office hours? Does the thought of expanding your staff to include customer...
Small businesses and large corporations alike could use a little help from time to time. This is why business process outsourcing (BPO) has grown to become a multi-billion dollar industry. Even amid the pandemic in 2020, the global BPO market was...
Customer support does more than solve client issues— it can be a strong business driver and revenue generation vector.
Contracting commercial activity to a third-party company that has relevant expertise is termed business process outsourcing. The most common functions for outsourcing are customer service, accounting, payroll, human resources management. As a rule,...
Clients' support plays a crucial role in your company. Although your product or service is valuable and of high quality, your business will not grow without customer support. It entices a new audience and keeps loyal clients retained. For this, you...
Customer care is a lasting method of keeping a client safe. Customer care is one step ahead of traditional customer support by developing a special relationship. Although it does not involve the whole Point A to Point B customer journey, it is made...
Customer support outsourcing means deputing lines of communication with clients to an external customer service provider. As a rule, this is contracted out through companies that have specialized expertise in handling calls. Deciding on whether you...
The method of tracking and implementing a fixed algorithm and instructions to decide on whether the content is acceptable or not is termed content moderation. If an individual submits a post to an online resource, this will undergo a process of...
Back-office activities can’t be described as client-facing tasks, but have a predetermined role. Today, advanced companies prefer back-office outsourcing because they clearly understand the level of its importance. Employees who staff the...
Business process outsourcing (BPO) is an external service company that does all activities that a firm can not or does not want to do internally.
Any organizational transformation, including preparing for outsourcing, usually requires thorough preparation, from goal-setting issues to issues of the process of job design. Not paying attention to the preparation phase can lead to disastrous...
Outsourcing implies finding a third party to perform periodic functions (e.g., producing goods and offering services). It is frequently related to a contract that outlines the basic skills and commitments of all parties involved.
The concept of outsourcing is typically related to enterprises that dismiss domestic employees from a job while employing outsourcing providers abroad to perform the same tasks for a more affordable price.
Online marketing is a complex process that requires a lot of investment to improve. Most likely, the same as most entrepreneurs, you rack your brain over the question of whether to go online marketing yourself or contract it out to experts. Given...
Marketing outsourcing is regarded as the transfer of the entire set of works in marketing and advertising or only part of the functions to an external provider on a subscription basis. Take into account that marketing is essentially an expense, not...
2019 was a year full of learning and rapid change, and as we’ve been lucky enough to be named the global leader in Customer Service by Clutch, we thought we’d take the time to share the top trends we’re seeing in Customer Service for 2020:
When a fast-growing company is faced with a vast number of continuous calls, it is almost always unable to cope with customers' requests by itself. In this case, it is possible to delegate the handling of phone calls to an outsourcing company. A...
Social presence has become a vital part of every company, regardless of whether it operates B2C or B2B. According to Statista, 92% of US-based firms with over 100 employees use social media for commercial objectives, where LinkedIn, Facebook, and...
Customer service has become a primary focus of every successful business, and not surprising since having your customers satisfied gives you the ability to stay on top of the market and above the competition. In addition, a superior customer...
The customer experience (termed as CX) is the individuals' all-encompassing interpretation of the experience they get with your product or service.
Managing the customer experience implies more than just performing services for your clients on the Internet. It is not just about being aware of what places clients make purchases at. It means reading your clients so thoroughly that you may design...
Back-office functions proceed with increasing the amount of work within SMEs and large enterprises. There is nothing as upset as the willingness to perform valuable tasks while spending time in administrative operations.
Customer support is precedence for multiple businesses, mainly with 5 of 6 clients choosing brands that offer high-quality clients support.
Although outsourcing customer service is used everywhere in business, its incorrect use leads to many drawbacks that have a destructive effect on the productivity of company processes. These risks include the threat of non-compliance with...
The first question to discuss is: "What is content moderation?" It implies Internet platform scanning and checking content depending on website-related regulations and instructions to define whether the content can be posted on this site or not.
Although the Internet is teeming with relevant information on this matter, some people still ask in the browser: "what does back-office mean?" The back office is the answerable business unit for all the processes associated with its activities....
Receiving, saving, arranging, and keeping the data created and gathered by a business is termed data management. Efficient information management is an integral part of utilizing the computer systems that launch business applications and give...
A quarterly business review (QBR) is essentially just a quarterly meeting with your client. When done all right, quarterly business reviews may become remarkably valuable to a company through vertical and horizontal alignment. Nonetheless,...
Service providers require service level agreements (SLAs) to run the expectations of their clients and determine the impact of an issue on their business processes and conditions based on which they are not responsible for interruptions or problems...
The fate of clients' disappointment depends on the communication with agents. To what extent the customer support representatives turn frustration into satisfaction determines whether the client's exasperation fades away or stirs up.
Image annotation services are getting extremely prominent because they allow the analysis and synthesis of data. Online image annotation strategies are very helpful to companies in a variety of business domains (e.g., e-commerce) and aid e-commerce...
Contracting out is a simple and efficient method that is widespread in the modern era of technology. The industrialized countries tend to choose developing countries for BPO purposes.
In terms of customer support, artificial intelligence (AI) implies a technological system for assessing actual scenarios with the help of data gathered from virtual or real sources to offer customized guidance, options, and answers to clients’...
For all market players, major and minor, Internet marketing is a necessity. Nonetheless, finding and supporting a full-time marketing team is usually ineffective. It entails vast operating expenses and distracts from your primary business functions.
Customer service, while an essential aspect of business/consumer interaction, can be defined differently from one organization to the next. Most companies understand the value of structuring a customer service department as they scale their business...
Process excellence is about effectiveness and efficiency. By designing a system that trains, manages, and measures processes against benchmark goals, it creates a life cycle of continuous improvement. It provides for consistent quality while...
As more and more businesses look towards digitalization and automation of processes as an effective means for growth, making improvements to the customer experience along the way has been an important consideration. Now, more than ever, customers...
The biggest advantage you can provide these days is superior customer service. While every company strives to provide the best support and service, few deliver on it. How bad is it? Accenture reports that $1.6 trillion is lost by U.S. businesses...
The last thing most people want to see when they’re looking to call a company is the customer support business hours. It’s incredibly disappointing when the hours are weekdays from 8 to 5. That means most people either have to spend their lunch on...
When was the last time you actually took a look at one of your workflow processes — not just that person A performs B function with C result, but a specific in-depth look at each baby step of the process? I think you’ll be surprised at what you’ll...
Back in college, I spent a summer doing interview transcriptions for one of the grad students I’d been working with all year. It was a pretty good arrangement because I got to listen to a bunch of interviews related to how the real world of my major...
Embedding is a wonderful alternative to outsourcing a business process. It offers the best of both worlds.
Some companies successfully outsource their core competencies, but those are few and far between. The general advice is don’t. When you are reading through or creating your company’s Outsourcing Plan, it’s important to double-check the document to...
Remote workers are becoming more and more common nowadays, especially considering how much efficiency you get, while at the same time being cost-effective. According to a study by Deloitte, “Value is being achieved through the impact of innovation,...
You’ve probably had both great and poor experiences with customer service outsourcing, but you know what level of service you want to provide to your customers. Most companies offer good to great service. So what are some other qualities which make...
Owning a SaaS business can be aggravating at times. You may have the best FAQ page ever written and you will still be greeted with an inbox full of tech support questions. Hiring someone in-house to take care of all of this is one good solution, but...
If your customers are happy, magical things happen. They do more business with you. They spend more when they buy. They reward you with loyalty. They tell their friends. They give you free word-of-mouth advertising. So, making sure you are doing...
Customer Support is one of those departments everyone has, but many companies think just having some staff is good enough. Having a phenomenal customer support team is one of the unsung heroics of business. That is what will make the difference...
The term "customer experience" is making its way into the popular business vernacular today, however, it seems as if many individuals are using the term without fully understanding the true meaning. When customer service experts, like a VP of...
Establishing and improving effective communication with an outsourcing company is crucial. Strive to understand your requirements. Specify if all operations actually require to be contracted out or if it is better to perform some of them in-house....
Given multiple businesses figuring out what are the advantages of using the services of back-office outsourcing companies, there has been a significant increase in contracting out back-office operations. It not only helps businesses generate higher...
Business people and SMEs regularly search for new ways to meet more business objectives in no time and with minimum investment. An essential blueprint for saving your time, money, and nerves is to contract out as many functions as you can to...
As a rule, contracted out back-office expenses are lower than the cost of hiring the back-office teams in-house. The level of savings will vary mainly depending on the elements and the amount of clearly defined functions entrusted to the outsourcing...
A common misperception exists that providing top-notch customer service will cost you a fortune. This is simply not the case. In fact, providing better customer service will not only lower your rates but will also reduce the cost to serve each...
A successful project risk management process can be defined in many ways. Each project manager must have qualities such as leadership, initiative, and organizational skills. Generally, project management is a process that is constantly evolving and...
What is a virtual team? How can home office remote team management be effective? In this video, we will show you how virtual teams give employers the chance to build a dream team without boundaries. You will also find out the specific skills you...
You can’t improve what you don’t measure. It’s a common enough phrase, but say you want to improve your customer support. What do you track? Outsourcing customer support can be great for your cash flow and your time, but one of the first things...
Following up with the customer until their problem is resolved is one of the key things in amazing customer support that most companies skip over. It does take some time, but having a staff member call and ask if the installation went well or if a...
A small operation might leave this in the hands of one person. If you have a larger operation, a team of people may be required. The people on your team are just as, if not more, important than who your outsourcing provider is. Let’s further review...
While outsourcing can bring so many benefits to your business, like access to expertise or saving money, it will not magically solve all your problems. If you are looking at outsourcing a process that is not up to your standards, let’s review things...
Mention outsourced customer service and most people have a horror story. Usually, the frustration is an incomprehensible accent or repetition of the same scripted responses.
Companies may use multi-channel support to ensure a high-quality CX and increase customer satisfaction. Apart from that, multi-channel tech support implies various communication methods through which your clients can contact you. These comprise...
Customer service is one of the toughest jobs out there. To be good at customer service, one must be able to put their own needs aside for their working hours and be able to concentrate fully on other people. Focusing solely on the needs of others...
Outsourcing can be an enormous benefit, but not having a well-articulated plan can get the entire operation scrapped before you even begin. Just like having a business plan helps get you a business loan or investors, creating a clear outsourcing...
Call centers are branches that manage all the telephone questions associated with the company. Such a piece of work needs to be carried out by experts who understand how to work with various customers and give relevant information about your...
Running a small business implies hiring multiple talents, some of which you may not have enough to be efficient. In this case, outsourcing is helpful for your company. Otherwise, your brand may not grow as quickly as you wish. To make matters worse,...
A+ customer service is paramount to any successful business. However, most businesses do not have a concrete plan on how to achieve top-notch customer service, which is why we decided to provide you with eight “must-haves” if you want to provide...
You often hear phrases like, “lead by example” and “s*** rolls downhill” when discussing leadership. Consciously or not, employees take cues from their leaders. If you want quality customer support to be an aspect of your company's reputation, the...
Do you ever wonder how Youtube keeps its videos relatively clean? Or how your Facebook ensures that user-generated content doesn't include offensive material? As content marketing gets more and more popular and businesses start to build and create...
There are a few problems that seem to pop up over and over when creating an outsourcing project. Don’t let them deter you. Below are some quick solutions for the common outsourcing planning problems.
