Outsourcing Archives -

Timing is Essential in Offshore BPO Markets

admin — Wed, 29 Mar 2017 13:47:19 +0000

To be the initial player in a new contact center delivery market is a rare occurrence. Not only do these locations come about infrequently, but as the world gets flatter, the addressable number of new countries popping up will only diminish. However, recognizing when a site selection opportunity is ripe can provide an outsourcer (and […]

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India Remains an Amazing Offshore Delivery Point

admin — Thu, 02 Mar 2017 16:50:02 +0000

One of the things that I find fascinating about this business is that sometimes what is old can be new again. Never has this been more obvious than with the renewed interest in India as an offshore delivery point. For the longest time, skeptics had more or less written off India as a viable market […]

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Enterprises Leveraging Value from Small & Mid-Sized BPO Players

admin — Fri, 20 Jan 2017 19:49:23 +0000

The robustness of any industry can be measured not only by the number of large vendors seeking to shore up their market-share, but also through the upstart firms aiming to carve out their own position. In the case of front-office BPO, the extent to which the small to mid-sized vendor segment is challenging establishment players is […]

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Evolving Channel Selection Imperative For Outsourcers In 2017

admin — Wed, 11 Jan 2017 14:32:45 +0000

‘What’s past is prologue’ – William Shakespeare, The Tempest Upon reflection, it is amazing the extent to which elements of the past foretell the future. In many cases, such events are highlighted in contemporary popular culture. This was certainly the case during a recent episode of the popular AMC television show Halt and Catch Fire. […]

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Golden Gate BPO Solutions to Provide Lead Generation and Back Office Support for Leading Buyer of Structured Settlements

admin — Tue, 19 Apr 2016 10:00:31 +0000

For Immediate Release April 19, 2016 Weston, Florida, April 19, 2016 – Golden Gate BPO Solutions (“Golden Gate BPO”), a global provider of customer management and business process outsourcing solutions, announced today it began providing lead generation and back office support for one of the United States’ largest buyers of structured settlements. Golden Gate BPO is […]

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More Tips When Choosing an Outsourced Call Center

Stephen Ferber — Thu, 30 Apr 2015 14:30:15 +0000

By: Tracy Thompson If you read my earlier post, you have a basic understanding of the information you need to gather to start your search for an outsourced call center provider. Now let’s think about some of qualities you should look for when selecting the right outsourcer. Let’s first discuss call type. What are the […]

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Basic Tips For Selecting the Right Call Center Outsourcing Partner

Stephen Ferber — Thu, 16 Apr 2015 02:57:09 +0000

Don’t Buy Cowboy Boots if You Need to Run a Marathon by: Tracy Thompson Quora is a fascinating website that is part education platform, part newsfeed, part social experiment. A few days a week I will take time to visit the site, learn something new and possibly answer a few questions. Frequently I am asked […]

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Lowest Bidder? Quality Should Be As Important As Cost

Stephen Ferber — Tue, 14 Apr 2015 11:45:35 +0000

By: Jon Hamilton In the BPO business we often think we need to be the lowest bidder to win the next RFP and continue to grow our businesses, but do we? Obviously, John Glenn was joking (I think) when he said “As I hurtled through space, one thought kept crossing my mind – every part […]

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A High Quality Contact Center Can Often Yield the Best Economic Results

Stephen Ferber — Mon, 16 Mar 2015 09:56:37 +0000

There is no disputing that the most significant ongoing expense of any call center operation is tied to the cost of the agent. By: Stephen Ferber Agent Hourly Rates – The “Initial Discussion” How many times have you been privy to a discussion where one person says to another: “How much does it cost you […]

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Saving US Jobs or Offshoring, That is The Question…or is it?

Stephen Ferber — Thu, 02 Oct 2014 12:43:04 +0000

By: Stephen Ferber Yesterday, I walked into a Home Depot store in Fort Lauderdale, Florida to make a quick and simple purchase. I needed hanging wire for 2 pictures I just picked up from the framer and was excited to put up in my house. After walking into the approximately 125,000 square foot store, I […]

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