Tag Archives: call-center-challenges

[Video] 3 Takeaways from Our Google Hangout: Call Center Outsourcing

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3 Takeaways on Call Center OutsourcingLast week, Fonolo hosted yet another insightful Google Hangout, discussing the true challenges of outsourcing your call center. This fabulous panel of BPO experts shared their thoughts and comments on critical issues that your contact center should keep in mind. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.

Let’s take a quick look at the panelist introductions: Neal Topf, President at Callzilla, Mike Elmalem, Director of Business Development at Affinity Global, Eric Berg, Vice President at All-Calls Call Centers, and Shai Berger, CEO and Co-Founder at Fonolo. Continue reading →

Contemplating Outsourcing Your Call Center?

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Contemplating Outsourcing Your Call CenterCustomer service is a costly undertaking and getting more expensive, which is why most businesses will consider routes such as outsourcing when aiming to save on expenses.

Should your contact center outsource part or all of their operations? This is a common debate and often poses much discussion around the executive table. Continue reading →

What Are the True Challenges of Outsourcing Your Call Center? [Live Discussion]

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What Are the True Challenges of Outsourcing Your Call Center?As a call center director you’ve certainly asked the question, “Should we build a call center in-house or outsource customer service?”

Delivering outstanding customer service 100% of the time can be quite the challenge for today’s contact center. Advances in technology have led to higher consumer expectations, only adding to the already expensive task of running a call center.

This has motivated companies to find more efficient ways of reducing customer service costs without sacrificing quality. For many, the solution is to consider outsourcing all or a portion of their contact center. When done correctly, outsourcing can help streamline operations; however, if done incorrectly this arrangement can aggravate customers and negate any costs savings with lost business and destructive brand perception. Continue reading →

The 5 Biggest Challenges for Call Center Managers

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The call center is one of the world’s toughest work environments, and I’m shocked it didn’t make CareerCast’s most stressful jobs list. Having to deal with angry customers, strict work schedules, penny-pinching upper management, and super high expectations are just some of the things that can make it a living hell.

Undoubtedly not for the weak at heart, some call center managers have the grace and tenacity to handle the extreme pressure and create an experience that pleases customers without exceeding dwindling budgets, a truly remarkable feat.

“What are the 5 biggest challenges managers face in the call center?” I posed this question to members of the Contact Center Operations and Management group on LinkedIn.

Have a read through their honest (and candid) comments below.

Continue reading →