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Call Centers / Customer Service
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Build a Captive Development Center or Partner with a Service Provider?
Improving Your Global Outsourcing Strategy
A key initial decision executives face in launching an offshore software development initiative is perhaps the trickiest: do we build a captive development center or do we partner with a service provider?
Call Center Outsourcing for Disaster Recovery
Deft disaster recovery and business continuation planning by some US companies enabled them to continue operations in the face of the devastating 2005 hurricane season. This article shares one firm's efforts in outsourcing call center operations, including customer support, collection calls and sales. You'll also receive advice for preparing your company for call center outsourcing in the face of disaster.
Call Center Outsourcing: How To Retain Employees
High staff turnover is a common problem at most offshore call centers. This factor plays a role in reducing quality of services and increasing recruitment and training costs. This article shares 12 tips for staff management.
Choosing An Offshore Call Center Location
While India is currently the preferred outsourcing destination for offshore call center operations, several other countries are rapidly building capacity and capability. In this article, we analyze seven countries to consider.
Getting Customer Support Done Right through Outsourcing
The online travel business is a dynamic industry with seasonal highs and lows and fast turnover of "products." This article explains how one such company outsourced its customer support services to address the many challenges of staying competitive.
Getting more from call centers
An excellent report on tapping the potential of your call center, whether or not the functions are outsourced.
How To Achieve Multilingual Support: The Basics
Delivering support to employees who speak multiple languages is like changing a two-dimensional puzzle into a three-dimensional one: Everything is the same, but more complex. This article explains how to deliver multilingual support through finding and hiring the right talent, applying technology appropriately and using a global delivery model.
Outsourcing eCommerce Customer Support
Relevant insights for people who are considering outsourcing their customer support. Note the eight sets of questions you need to consider before you start evaluating vendors. Plus, the “five challenges” will help you refine your thinking about what’s most important in defining your requirements.
Request for Information for a Predictive Dialing System
The company synthesized the RFIs, RFPs and RFQs it has received from prospective clients into a sample RFI that can be used as a template.
The Secret to Outsourcing Customer Care Operations Smartly
How do you outsource customer care operations to maintain high levels of customer satisfaction and retention? This is often the biggest question and/or tradeoff when executing an outsourcing strategy in the business process outsourcing (BPO) realm.
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