Don’t Try to Force Your Business Processes into a One-Size-Fits-All Outsourcer Box There are many advantages to outsourcing your first notice of loss (FNOL) calls to a call center that specializes in this work. However, outsourcing to the wrong call center can produce extra work for your team and cause frustrations for your policyholders. This …
A client portal is an invaluable tool for companies outsourcing contact center functions. By providing a two-way flow of information, clients can more easily collaborate with vendors for stronger partnerships, while simultaneously benefitting from reduced overhead and streamlined processes. When evaluating a contact center service provider, it’s important to understand the capabilities of its client …
The idea of one company providing services to another company is as old as industry itself. In fact, it’s a fundamental part of logistics and supply-chain economics. At its most basic, business process outsourcing (BPO) is a subset of the broader concept of outsourcing. More specifically, BPO is the contracting of non-core business functions and …
The job of a contact center agent is notoriously stressful, which is one reason why the industry has an employee turnover rate of approximately 33 percent (some estimates are as much as 45 percent). Although not as high as retail or food service (67 and 62 percent respectively), center leaders across sectors cited agent turnover …
According to new research by Radiant Insights, the global outsourced customer care services market is forecast to exceed $84.5 billion by 2020, which means you can’t ignore its impact on your – and your competitors’ – business. If you’ve been considering outsourcing front- or back-office processes, whether customer care services, payroll, sales and marketing or …
Policyholders reaching out to report a first notice of loss (FNOL) are often frightened or angry by the unexpected crisis they have just experienced. This stress creates high-tension calls that require an abundance of empathy and emotional intelligence on the part of the agents who are answering the phones. When an insurance rep bucks social …
The Importance of Infusing High EQ into FNOL Call CentersRead More »
The health care call center is often a patient’s first stop in their health care journey, and when reaching out, they are commonly in a heightened emotional state. Whether they are calling for a referral, setting an appointment or inquiring about their coverage, a comforting voice on the other end of the line sets the …
Compassion Should Be the Focus of Your Health Care Call CenterRead More »
Advanced contact centers apply technology to be more responsive and enhance quality Some contact centers function in isolation. They work from a single location and are disconnected from support. Our contact centers, however, are interconnected. This allows them to share calls, texts, and other essential customer communication. All advanced communication hubs have this capability. Make …
Contact center agents need training, but some companies provide more instruction than others Before they begin working and handling real calls from clients, all contact center agents require training. However, not all training is the same. In a rush to get agents on the schedule, some contact centers skimp on training. The results are less-than-ideal …
Customer care is a concept that has become an integral part of every business. Whether the business is selling products or services, having a well thought out customer care plan earns the business loyal customers.
