QA stands for quality assurance, and it's an important part of many business processes. In a call center environment, QA can take on several forms and is typically targeted at ensuring SLAs are being met while the overall quality of end-user interactions is upheld. Types of Contact Center QA Methods At a high level, contact [...]
In the modern environment of robocalls and seemingly constant data breaches, transparency about security and privacy policies is paramount for businesses in all types of industries. That becomes even truer if you handle any type of personal data, ranging from patient health information to consumer credit card transactions. When it's time to bring in outsourced [...]
No matter when your rush season is, a qualified holiday customer service center can help you handle customers and keep employee morale up. For many companies, especially in the retail niche, the biggest rushes come during the holiday season. Here are some of the benefits of working with the right retail call center to gear [...]
The answer seems obvious: Bilingual call center reps are necessary when you have customers that speak something other than English as their first language. This is especially true if you have a large customer base that doesn't speak English or is not proficient in it. But not all businesses consider the complexity of bilingual customer [...]
If you partner with a call center outsourcing company to handle the volume of contact and communication your company receives, it's a good idea to stay abreast of trends in the industry. Check out these 2019 call center trends and why they matter for your business. 1. Artificial Intelligence Is Often a Factor in Processes AI [...]
Omni-channel is a growing trend in marketing and sales, and while it can get complicated, the basic idea is this: Customers rarely start and end their buying journey in a single channel. In fact, they often don't even start and end across just two channels. Traditionally (read: before the integration of the internet into every [...]
Spending — and all the customer service work that goes with that — increases during the holidays. And typically, it grows year-over-year. Even amid economic uncertainties related to concerns over a potential trade war, holiday retail spending rose 2.9% in 2018 when compared to 2017. Retail organizations that field customer service or order calls must [...]
When you provide goods and services to other businesses, getting the word out and connecting with the right clients can be a challenge. This is especially true in niche industries, where the client base is highly specific. B2B outsourcing services offer a solution with potential benefits for organizations that can overcome the inherent challenges in [...]
Healthcare organizations must meet strict requirements when it comes to patient care, communications and the storage and handling of records. Many of those requirements carry over to your vendors, and ultimately, you're responsible for whether or not your call center vendors are upholding regulatory and compliance rules. That's true for healthcare outsourcing companies as well. [...]
If your call center is handling payment arrangements of any type on your behalf, that means they're probably dealing with credit (or debit) card data. Since 2004, PCI-DSS rules have required companies handling credit card information to do so with an abundance of security and caution. Here's what you need to know about PCI [...]
