NEWS - Call Center Insights
The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.
If you have an offshore operation but you feel something is not working, you should consider that having issues in performance, customer satisfaction, cost, communication and synchronization could be sings that maybe it’s time to change your offshore operation to a nearshore operation. Let’s take a closer look.
We know that sometimes it’s hard to keep the motivation up when work gets harder and stressful. But motivation is essential in call centers. People with no motivation can have a bad attitude and lose focus on the main goals.
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We have heard the term “nearshore” for some time now and these days we hear more and more about it. We see more companies and consultants analyzing its pros and cons. But, there are still a lot of misconceptions about this business model.
There are several Nearshore locations that United States companies can consider when expanding or outsourcing their operations. Nowadays, countries like Costa Rica and Brazil are getting attention for Nearshore services.
In the Call Center Industry, there are many software and systems that promise to help us boost performance. We can be overwhelmed by the amount of services companies offer and some of them can be quite expensive.
We want to see our contact center team happy. We know that happy agents equal happy customers and have more productivity. When we are happy we can give better service, be more positive and productive.
If you are willing to grow your contact center team you might ask yourself what is the best option for your company: growing your in-house team or to outsource it. Or you might ask what are the big benefits of a nearshore call center vs your in-house team because they don’t sound too different to you. Well, here are 5 things you can compare to make a wiser decision.
Quality monitoring in Contact Centers is key for improvement. It not only helps you find areas of opportunity on calls or have recordings for a legal issue.
