Lessons Learned in Vendor Selection
By Nathan Teahon What makes a good call center? A better question might be “What makes a good call center partner?” It’s a good question, … Read more
Outsourcing Articles
Offshore Call Center Usage Decreases
The percentage of consumers routed to offshore call centers declined for the second straight year, according to CFI Group’s Call Center Satisfaction Index report. The … Read more
The Future of BPO and the Question that Will Determine the Winners
By Dennis J. Adsit I don’t have a crystal ball, and I don’t know who will be the largest and most wildly profitable Business Process … Read more
Survey Reveals Shift of Business from Offshore to Domestic Teleservices Firms
Survey results revealed that U.S. companies that outsource teleservices shifted a substantial portion of their business from offshore to domestic providers over the past year. … Read more
What Call Center Outsourcers Can Learn from Toyota
By Dennis Adsit Here’s a challenge: try to be unimpressed about what Toyota has accomplished. From one small California dealership in the late 1950s, Toyota … Read more
Managing Your Customer’s Customer Relationships
By Eric Camulli As an outsourced call center provider, your client’s customer relationships are in your hands. Providing the highest quality customer interaction is key … Read more
Air Pacific Outsources Telephone Reservations Services
Air Pacific and Pacific Sun will outsource their telephone reservations services to Mindpearl, an independently owned global contact center specialist. It will be effective November … Read more
The What and Why of Call Center Outsourcing
By Peter Lyle DeHaan, PhD In this column in the March issue, “Perceptions of Call Center Outsources,” I shared from a recent study conducted by … Read more
Oikos Call Center Offers Outsourcing Services To United States
Oikos Call Center is launching a promotion for new clients that consists of offering them bilingual operators from $6.50 per hour. Oikos call center is … Read more
Perceptions of Call Center Outsourcers
By Peter Lyle DeHaan, PhD There are many good things happening in the call center industry. Millions of people are employed in productive positions that … Read more