What to Know about Outsourcing Call Center Services
A Checklist on What to Ask Providers Before You Hire.
Outsourcing your call center operation is a decision that should be given thorough consideration to ensure that you select the service provider that best fit your business needs. This form of Business Process Outsourcing (BPO) is typical for companies that depend on call center operations in executing their business model. Whether your need is to hire out your complete call center operation, or augment your existing staff, outsourcing is an effective way to increase your call center capabilities and scalability.
Maintaining Contact Center Operations Amid a Crisis
The COVID-19 pandemic has presented huge challenges for all sectors of society, particularly the business community. The impact of this seemingly uncontainable threat has forced companies to transform how they do business. Most industries are challenged by how to adapt in this new business environment, and contact centers are no exception. We know that this Corona crisis will eventually pass and things will get back to normal; however, there will inevitably be another crisis that your customer service or contact center operation will have to navigate.
The question is, “Can your call center avoid a serious service disruption when confronted with the next crisis?”
Preventing a Customer Service Meltdown
Lessons Learned from the Comcast Debacle.
The recent incident between a Comcast representative and a subscriber trying to terminate service highlights all that can go wrong in a customer retention effort. The management at Advantage Contact Center took note of this incident and decided to share techniques that we employ to help take the pressure off customers, and our call-center agents.