Outsourcing Insights

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!

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23
August
2023

Transparent BPO Awarded Bronze in Brandon Hall Group’s 31st Annual HCM Excellence Awards

Transparent BPO Wins Bronze Under Learning and Development Awards. The 2023 Brandon Hall Group HCM Excellence Awards™ recognizes best practices for initiatives in Learning and Development, Talent Management, Leadership Development, Talent Acquisition, Human Resources, Sales Performance, Diversity, Equity & Inclusion, and the Future of Work. Transparent BPO, a…

15
August
2023

Transparent BPO’s Ninth Inclusion on Annual List of America’s Fastest-Growing Private Companies and Eighth Consecutive Year

Transparent BPO Recognized on 2023 Inc. 5000 List of America’s Fastest-Growing Private Companies Rockville, MD, August 15, 2023 – Today, Inc. revealed that Transparent BPO is #3127 on its annual Inc. 5000 list, the most prestigious ranking of the fastest-growing private companies in America. The list…

03
August
2023

AI vs Human in the Business of Customer Care.

By Lafayette Moran | VP, Business Development August 2023 In a world where AI is disrupting the traditional customer service landscape, brands are leveraging it to reduce the need for live agent interaction. However, there are still many instances where customers require human assistance in…

19
May
2023

What to listen for in sample call recordings from a BPO?

Reviewing call sample quality is more than just taking recordings and analyzing random calls. May 2023 According to Forbes, 96% of customers will leave if they receive poor service. While most are willing to endure a few less-than-ideal interactions, they won’t keep doing business if service…

12
May
2023

Jamaica – A keystone location for BPO in the Caribbean

The island paradise boasts a renowned reputation for affable and friendly residents – and this extends into the mentality of local agents.  With a perfect location, as well as strong cultural and economic ties to the US – Jamacia has been positioned to be among the most important nearshore locations…

05
May
2023

How important is vertical experience when selecting a BPO?

An experienced partner can align not only your objectives and needs but also be invaluable in aligning with your company culture, but it is not the sole consideration to take into account when looking to outsource. Experience is important. No one will deny that. This is doubly important for any…

13
April
2023

Overcoming Outsourcing Client Concerns

A recent HFS Pulse Survey highlights several primary areas of concern for enterprises looking to outsource their operations: technological disruptions, work environment changes, economic volatility, and intense competition. Despite the ever-evolving remote business landscape, BPO providers have an opportunity to tackle enterprise concerns head-on and make a positive impact. Leveraging…

22
March
2023

The Hidden Costs of High Attrition

Attrition, or employee turnover, is a major concern for call centers and contact centers, as it can (and DOES) significantly impact both their financial performance and their ability to provide high-quality customer service. When attrition boils over While the various triggers for attrition can vary greatly from case by case,…

15
March
2023

Addressing the Decline in Customer Satisfaction

Customer satisfaction has been on the decline recently in many businesses across a variety of industries. This dissatisfaction is likely due to a combination of factors, both internal and external By Rob Johnson SVP, Operations From a recent study by the American Consumer Satisfaction Index (ACSI), a sharp decline has…

Addressing Declining CSAT Scores