The upcoming Argentine elections have many contact center outsourcing industry-watchers assuming that a change in commercial direction will mean a more attractive environment for CRM services vendors to deliver into North America and Europe. However, Ovum believes that regardless of the outcome of...

Yesterday I read a wonderful blog about a gentleman who was communicating with his bank via his mobile phone using chat. At the end of the chat, the representative told the customer he would need to call the toll free number to accomplish his requirement. The customer asked, "can't you just call me...

The supervisor/agent relationship is critical in BPO, but ensuring supervisors can manage a team and meet client expectations is tricky. Training existing agents for the role can be even trickier. Here's how to get it right.

The supervisor or team lead role is a crucial one in a BPO environment....

Recently, concerns have started to emerge about the stability of Central America, due to some high-profile political and public security issues that have cropped up this summer. However, Ovum (as well as many outsourcers and enterprises) believes that the region is one of strong value, both in...

Don’t miss your chance to attend the 2015 PACE Washington TCPA Summit and ensure you’re knowledgeable on regulation and issues that can greatly impact risks to your organization. This is the event where regulators speak directly to attendees about the latest changes in consumer protection and risk...

There are times in life where we choose to pay more for something. Imagine you are celebrating your tenth wedding anniversary. You are financially stable. Do you celebrate at the $5 all-you-can-eat pizza buffet or do you choose the 4-star fine dining establishment known for exceptional food and...

Customers today are more demanding than ever, accustomed to having things available to them at the touch of the button. Meeting the high demands of your customer base is becoming more challenging all the time. There’s a solution to this problem, and it is multi-channel customer support. The...

As one of the fastest-growing countries in Central America, Belize City is a perfect fit for our operations. It offers an educated English-speaking population, reliable telecommunications and an overall friendly environment. With Spanish being the second language of Belize, we can offer highly...

Our Miami Contact Center is unique. From this location, we are able to serve small scale outsourcing projects and develop new outsourcing initiatives. Over the years, we have seen an enormous amount of businesses unable to take advantage of the opportunity to professionally outsource their customer...

If you read my earlier post, you have a basic understanding of the information you need to gather to start your search for an outsourced call center provider. Now let’s think about some of qualities you should look for when selecting the right outsourcer.