BPO Insights

Congratulations! You just landed your company a new customer. You're both excited about working together, but you still have to onboard the customer before the real partnership can begin.  Unfortunately, more than 90% of customers think companies...

Exceptional customer service is key to curating an industry-leading reputation. Positive public perception is key to fostering an expansive, loyal customer base. An expansive, loyal customer base is key to a healthy bottom line. So, how do we...

By 2026, the market volume of the business process outsourcing sector is on track to surpass $4 billion, and there's a reason why that figure is so high. Companies have woken up to the fact that third-party service providers can up the company's...

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...

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...

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....

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...

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...

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...

“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...

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:

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...

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...

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...

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......

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....

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...

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:

The customer experience (termed as CX) is the individuals' all-encompassing interpretation of the experience they get with your product or service.

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...

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 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...

Embedding is a wonderful alternative to outsourcing a business process. It offers the best of both worlds.

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...

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...

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...

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...

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...