BPO
Three quarters of the sector of contact center outsourcing (CCO) invested in automating technologies in 2014-2015, with analytics, automation and multi-channel tools being the major areas of investment, according to research from consulting firm Everest Group. Read more “Will contact centers start investing in automation?”
BPO
E-COMMERCE PARIS is the year’s unmissable event bringing together all the stakeholders of the e-retail sector. The whole e-commerce value chain is present here, offering a comprehensive offer in the fields of multi-channel technology, customer experience, digital marketing and logistics. The event is a perfect mix between an exhibition and conferences. After a successful first line-up in 2015, E-Commerce Paris will once again be held under the “Paris Retail Week” banner from the 12th to the 14th of September 2016. This global event will gather E-Commerce Paris and Equipmag: More than 1,000 participating companies and 50,000 visitors are expected at .
Read more “E-COMMERCE PARIS: ENGAGEMENT & INNOVATION IN THE E-RETAIL EXPERIENCE”
BPO
For retailers, it’s well understood that no two customers are the same. Each one buys through different channels, responds to marketing in differing ways, shops at different frequencies and has varying levels of loyalty. Read more “Should you treat your online and offline customers differently?”
BPO
There are many companies who make statement like “Customer Service is our top priority”. Have you ever thought what your customers think when they read or hear it? Their immediate reaction is often “Prove it”. Read more “Bad Customer Service: It’s going to Cost You”
BPO
Getting a customer to your website is challenging enough, getting them all the way through to check -out is more challenging. For online businesses or retailers, the lazy days of summer often pose an unfortunate reality one that traditionally includes less attention from consumers and slower sales. People are away on vacation and that means they are spending more time soaking up the sun versus browsing your inventory. Read more “How to deliver richer customer experience?”
BPO
According to the Northridge Group’s state of Customer Service Experience 2016 report, consumers are complaining about fragmented customer experience. Consumers are complaining about lack of help from service providers because of fragmented customer experience.
Out of the 1000 U.S. consumers surveyed, 44% of customers claimed that most company’s customer service is unreachable. 55% said they had to use two or more channels of communication to get in touch with a company to resolve an issue. On the other hand, 77% said that they used social media to contact channels the same amount or more times than previous years.
Pam Plyler, executive practice lead for customer experience at The Northridge Group, said: “When it comes to interacting with customer service departments, today’s time-starved consumers want easy. The unfortunate reality is that as consumers attempt to make contact with brands, it is anything but easy. Their experiences are often highly fragmented, inconsistent, labour intensive and lacking personalization. Putting an effective omni-channel strategy in place with an emphasis on the digital experience allows companies to respond seamlessly to customers—building service, sales, reputation and brand loyalty while also reducing costs. Consumers were also found to be increasingly impatient if more channels of contact were available. The report showed 19 per cent of baby boomers will attempt to contact a company through a second channel within an hour if they have not received and adequate response to an interaction. A greater proportion of millennials, 40 per cent, said they would try another channel if their interaction was not reciprocated within an hour.”
Dissatisfied customers are, unfortunately, an inevitable fact of business life. Providing effective customer service is very crucial for the success of any company. It is important to build strong client relationships, and growing your business. You need customers to operate your business, and if you have highly satisfied customers they will often refer more business to you. In fact, customer service analysis during the last decade says that you need to actually delight customers, not just satisfy them.
Techmode Outsourcing can help you enhance your customers’ experience. If you feel you aren’t providing your clients a good customer experience, contact us right now. We can provide you the best customer service.
BPO
While international aid for economic development often fails, business has the potential to bring millions of people out of poverty. For no enterprise is this truer than the anonymous $300 billion industry known as Business Process Outsourcing.
Business Process Outsourcing often referred to by the acronym BPO, means contracting business functions to third-party service providers. While call centers are the most visible part of this industry, BPO also includes many types of back office processing. This industry largely operates invisibly for consumers in North America and Europe. However, the sector employs several million people worldwide – primarily in India, the Philippines and China.
Today, more than two dozen BPO firms in countries as diverse as Bangladesh, Mauritius, Ghana, Haiti, Kenya and Pakistan deliver services to clients performed by individuals from very disadvantaged backgrounds. In countries where the BPO industry is thriving, including India, the Philippines , Mauritius and the U.S.A., social entrepreneurs are bringing this model to small towns and villages in rural and remote areas to create employment and opportunity.
Inevitably, the BPO industry will chase lower wages. However, the nature of BPO work means that these companies will only thrive if they are recruiting and developing talent. This is the potential – and the genius – of Impact Sourcing. It is an industry that requires knowledge workers and it will only be profitable if workers are sufficiently productive. This means establishing policies and programs to develop talent in some of the poorest countries of the world.
If the BPO industry is to become a force to take on global poverty, we all need to make this a reality. You can help by:
Contact Techmode Outsourcing if you want more information on BPO services
BPO
The EMEA’s (Europe, the Middle East and Africa) outsourcing industry has had a stellar performance in the first quarter of 2016, according to the newly released Q1 EMEA ISG Outsourcing Industry Index. The value of the industry rose by 19 percent in the EMEA regions to reach €2.25bn. Read more “EMEA Outsourcing begins year with strong first quarter”
BPO
After huge success in America, Amazon is ready to launch its drone delivery service in UK.
Amazon is currently in the process of testing the safety of delivery drones in the UK, with the intention of rolling out the concept there. These tests are being conducted in association with the Civil Aviation Authority (CAA) and the government to ensure they abide by safety regulations. Amazon is also working with these bodies to improve and develop safety regulations for drone technology ahead of the delivery drones’ launch. Current regulations mean that drone controllers cannot lose a line of sight from their drone in densely populated areas. Therefore, Amazon is working to change this to allow its drones to be operated out of a line of sight. Read more “Amazon adopted delivery drones to improve customer experience”
BPO
Today, Mauritius forms part among one of the outsourcing hubs of the world. As more organizations understand the importance of focusing on their core competencies, they are turning to Mauritian Call Centers providers to manage their critical but non-core processes. This strategy helps them strengthen their brands and better manage their reactions to changing market dynamics. Read more “Mauritian Call Centers- an ideal Outsourcing destination”