Whether you're looking for a new call vendor that better meets your business needs or you're reaching out for assistance with a new service or process, asking the right questions can set you up for satisfaction down the line. Not all third-party vendors are created equal, and these five questions help you understand whether a [...]
Switching calls over to a new outsourcing call vendor for the first time is a major endeavor — one that should only happen after a lot of planning and communication. This is true whether you're routing calls for the first time from your own offices or you're switching from an existing provider. Communication plays a [...]
Continuous improvement drives lean businesses. This core principle helps companies succeed in challenging markets and thrive in times of prosperity. Often, when businesses turn to outsource providers, they're looking for a better way to do things while controlling their costs. By choosing a partner that uses continuous improvement methods, the results can exceed your [...]
Companies in or adjacent to the healthcare industry likely know about the necessity of protecting patient health information. The Health Insurance Portability and Accountability Act provides federal requirements for keeping patient records confidential. It also includes some pretty severe monetary and legal consequences for individuals and organizations that don't follow regulations. It's important to realize [...]
A third-party provider can make or break your reputation. The outsourced customer service solution you use could reinforce your brand messaging, or quickly deteriorate your investment. Many growing businesses rely on outsourcing solutions because they can scale up or down, support an internal customer service staff, and streamline operations so they can focus on what their [...]
Visibility into the truths about your vendor services is critical to long-term success. They help you understand whether your current vendor is best serving your needs and shine a light on issues that could let you know it's time to seek a new outsourcing company. From general statistics to metrics about your own service, here [...]
A call center can make or break your reputation. The outsourced customer service solution you use could reinforce your brand messaging, or quickly deteriorate your investment. Many growing businesses rely on outsourced call center solutions because they can scale up or down, support an internal customer service staff, and streamline operations so they can focus [...]
In a crowded marketplace, 24/7 customer support could be the differentiator that helps your brand break down barriers and best the competition. Studies repeatedly show that when companies invest in strong customer support programs, they enjoy higher conversion rates, increased loyalty and an advantage over their competitors. Reach More Customers The internet has changed how, [...]
With the frantic pace of business technology, if you're standing still, it sometimes feels like you're moving in the wrong direction. Technological advances have changed the way customers interact with brick-and-mortar stores and e-commerce brands. They've also created new challenges and opportunities for customer support centers. As a call center operator with 30 years of [...]
The Payment Card Industry Data Security Standard is an industry-wide program developed in 2006 by the five major payment processors. This voluntary system is driven by 12 tenets that combine high technology and common sense. There are many myths and misconceptions about PCI-DSS compliance, but one thing is sure: In an age where data security [...]
