Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all designed to help your company grow!
03
October
2018
For Immediate Release LAYTONSVILLE, MD (October 3, 2018) — Transparent BPO, a nearshore contact center and business process outsourcer, announced today that it had been named by the Washington Business Journal (WBJ) as one of the D.C. area’s 75 fastest growing companies for 2018. Transparent was chosen from among…
02
October
2018
Editor’s note: This post is the first of a 3-part series addressing factors that contribute to outbound lead generation and customer acquisition success. We plan to publish parts 2 and 3 monthly. Companies choose to outsource their lead generation and customer acquisition programs for a variety of reasons. They…
18
September
2018
I recall my first day of being a team leader of a remote monitoring team. I was extremely excited about the promotion and opportunity but remember the anxiety and thoughts of “no one told me how to do this properly.” So, like many people thrust into this new role, I…
11
September
2018
A new report from NewVoiceMedia, a cloud contact center technology provider, says that poor customer service is costing businesses more than $75 billion a year — a $13 billion increase from 2016. In an increasingly competitive global marketplace, the margins between price and profit are thinner than ever, and…
06
September
2018
New contact center will increase agent seat capacity to 1,280, the largest in Belize. For Immediate Release LAYTONSVILLE, MD (September 6, 2018) — Transparent BPO, a nearshore contact center and business process outsourcer, announced today that it is expanding operations in Belize with the addition of a 32,900 square…
04
September
2018
My latest article at Nearshore Americas consists of an interview I conducted with Christopher J. Muñiz, Vice President of Service Delivery and Network Support at Beachbody in Santa Monica, Calif. — an experienced buyer of BPO services. In the article, Muñiz outlined three critical areas you should focus…
28
August
2018
Call Center Quality Monitoring Make quality monitoring a priority Define what quality means to you and your clients Keep it simple Use a different QA form for each business line Put a specialist in charge Understand quality monitoring isn’t just about process Hire right and train continually Get everyone involved…
21
August
2018
It stands to reason that the more satisfied the customer, the higher the CSAT score and the more profitable the business. That’s the premise behind my latest article at Nearshore Americas. Getting customers to spend more is not the only reason to increase CSAT, however: customer loyalty is another.
15
August
2018
FOR IMMEDIATE RELEASE August 15, 2018 Laytonsville, MD – Transparent BPO – Inc. magazine published its 37th annual Inc. 5000 rankings today and revealed that Transparent BPO made the list for the fourth time coming in at number 2,157, the second highest ranking thus far, with a three-year revenue growth…
07
August
2018
Which experience does your call center offer customers, omnichannel or multichannel? Do you know the difference? My latest article for Nearshore Americas — Are You Sure Your Customers Are Getting an Omnichannel Experience? — explains the differences. The explanation is necessary because there are many call center environments where providers…