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Top : Outsourcing Contact Centers and Customer Service: More and more companies are outsourcing their customer service process and their call and contact centers. Learn about the pros and cons, dangers and successes.
Articles:
When the Customer Isn't Right - Offshore Outsourcing- by na
Indian I.T. vendors have an unmatched commitment to customer service. But that positive can turn to a negative, when consultants who know what the customer is requesting isn't what they need don't speak up, instead giving customers exactly what they asked for.
(Added:
12-Jul-2005
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552
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Outsourcing SLA: The Fine Print (Service-Level Agreements)- by na
When outsourcing any part of your Web effort, the service provider is only as good as its service-level agreement. Here's how to make sure yours makes the grade.
(Added:
27-Jun-2005
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629
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Another Look at Outsourced Call Centers- by n a
The reputation of call-center agents has plummeted in India over the past year, said Vishal Manchanda, who heads the India office of Arlington, Va.-based Cvent, an online event management firm. "It used to be if you said you were a team lead, a girl's family was impressed," he said. "Now, increasingly, it's being nullified. It's like the dot-com bubble which burst.... An associate or an agent is just a spoke in the wheel."
(Added:
6-Feb-2006
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551
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CRM Wake-Up Call- by Alice Dragoon
How to transform your call center from a budget drain into a source of competitive advantage.
(Added:
6-Feb-2006
Hits:
354
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To Outsource or Not to Outsource- by William McKinney, Theresa Enebo, and Michael Ringman
There are considerable benefits to outsourcing your contact center services, including increased cost efficiency, access to cutting-edge technology, improved customer satisfaction, and greater functionality. There are also some crucial factors to consider when making the decision to outsource, such as internal transition challenges, the potential for lost jobs, and cultural differences in some offshore contact centers.
Learn more.
(Added:
19-Jul-2005
Hits:
566
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Compensation and the Remote Agent- by Basil Barnett
Employers in labor-intensive industries struggle every day with the salary vs. service dilemma: how to create a compensation structure that will motivate their workers without undermining the economics of the business. Customer contact centers and contact center agents are often at the center of this debate.
Building, maintaining and operating a contact center is an expensive proposition, with the costs for bricks, mortar, benefits, and wages clearly visible on the balance sheet. Poor customer service is expensive, too, but the costs are more difficult to measure. They are manifested in the call not answered or resolved, the sale not made, the unhappy customer lost to the competition.
(Added:
19-Jul-2005
Hits:
423
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