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The Most Common Reasons Customers Call Back
BPO

 The Most Common Reasons Customers Call Back

When it comes to gauging the effectiveness of your BPO call center at delivering quality customer experiences, first call resolution (FCR) is the pinnacle metric. FCR tells you how well you are doing at resolving customers’ issues quickly and accurately. When there is a need for further follow-up, customer frustration occurs, which hurts the overall

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Customer Journey Mapping
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Customer Journey Mapping

A customer journey map is a visual or graphical representation of the way the customer interacts with the website or the business. The illustration details the emotional and physical steps that the customer goes through when he or she engages with the company to fulfill a particular goal. The aim of the map is to

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Most Efficient Ways To Manage Contact Center Solitions
Contact Center

Most Efficient Ways to Manage Contact Center Solutions

Efficiently managing contact center solutions is the only way to achieve your goal of balancing low costs-per-call with delivering valuable customer experiences during every interaction. Call center efficiency refers to the ratio of how well agents support customers in relation to the total amount of energy they expend completing the tasks. Operating an efficient contact

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Retail Contact Center Best Practices
Contact Center

Retail Contact Center Best Practices

Whether your retail enterprise relies on outsourced support to assist customers with hassle-free refunds, provide quick answers about shipping status or reassure concerned callers about a product recall, following these four best practices in retail call centers will ensure that you have satisfied customers: A central focus on customer experience. Consumer buying behaviors are driven

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Social Media Integration Transforms Call Center Customer Experiences
Ansafone

Social Media Integration Transforms Customer Experiences

Social media has empowered consumers to seize control of the customer service experience. This is forcing companies to offer new ways of responding to queries about their products and services. Today’s online shoppers have many options for interacting with customer care agents. Such as through a company’s website, instant chat app or Facebook, Twitter and

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How BPO Solutions Can Reduce Your Stress by X%
BPO

How BPO Solutions Can Significantly Reduce Your Company’s Stress

Outsourcing your call center operations provides a host of benefits. Including alleviating many of the financial and logistical concerns of running an efficient, effective customer relationship program. Here are four ways that BPO solutions can significantly reduce your company’s stress: Boost Your Staff Support Even with exceptional time management skills, overworked employees rarely have enough

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Innovative Approaches to Improve Your BPO Call Center
24-7 call center

Innovative Approaches to Improve Your BPO Call Center

In order to build a high-performance call center, you must set higher goals than simply streamlining operations and lowering costs. Today’s BPO call centers deliver industry expertise and business insights that help companies develop innovative customer care solutions. With the right BPO partner and a forward-thinking approach, your business will be poised to manage changing business

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Insurance Contact Center Best Practices
BPO

Insurance Contact Center Best Practices

In addition to following call center best practices, BPO providers specializing in the insurance industry will strengthen their client relationships and deliver on their promise to implement effective customer relationship strategies by applying these five best practices for optimizing an insurance contact center: Strengthen security protocols to prevent fraud. According to the FBI, the insurance

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Things You Didn't Know About Call Center Outsourcing
24-7 call center

Things You Didn’t Know About Call Center Outsourcing

With more than five decades as a formalized industry, call center outsourcing has evolved through a number of iterations. Although call centers have abandoned many outdated practices, such as call scripting and single-channel communication, there are many misconceptions that still persist about the industry. Here are four mythbusters that will make you reconsider everything you

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Ho To Compete On Customer Service
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How to Compete on Customer Experience

It’s been several years since Gartner reported that 89 percent of organizations planned to compete on customer experience. Since then, the importance of customer experience has proven itself many times over. Studies show that customer experience impacts the bottom line. Including one  by Temkin Group that shows a positive correlation between good customer experience and future purchase intention.

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Ready to start your next outsourcing project?

Ansafone’s expertise in the contact center industry can help you identify the multichannel customer engagement strategies that will boost client satisfaction and retention rates. Contact us at (800) 510-0514 for an in-depth consultation on how to strengthen your customer communication plan with a multichannel strategy.

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