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We have discussed the prevailing perceptions of global outsourcing in previous articles. The topic always spurs a lot of conversation; however, there is still a common mislabeling of where outsourcing occurs and what it actually is. For example, not all outsourcing is offshore. And not all offshore outsourcing is, in fact, "offshore." In contact center and BPO (Business Process Outsourcing) parlance, outsourcing destinations that are closer to the US mainland are not considered offshore — they are, in fact, nearshore. What is Nearshore? Is CALA Nearshore? An Overview of Nearshore Countries Why is Nearshore so Hot? Is Nearshore a Cure for ...
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In today’s agile business environment, the Request for Proposal (RFP) can seem like an overly cumbersome process for vetting call center outsourcing vendors. In our article, The Blind RFP , we described how RFPs are often blasted out to vendors indiscriminately. Let’s expand on this conversation with a more holistic analysis on what’s wrong with RFPs, what’s right with them and alternatives to the traditional RFP process. Let’s Start with Some Interesting Numbers… We surveyed dozens of call center outsourcing clients and vendors across industry segments and deal sizes. We asked a few simple questions about their views on RFPs, and our findings paint an ...
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Companies today are finding it increasingly challenging to cut costs without sacrificing quality and customer experience. It is no surprise that “cost-centers,” such as in-house call center operations, often come under scrutiny when corporations look for ways to reduce expenses and improve efficiencies. The decision to outsource is predicated on many considerations, including cost, which is very often “the” deciding factor. And yet, a number of companies often grossly underestimate their fully-loaded costs to operate work-at-home or on-premise internal call centers. The most common miscalculation of cost occurs when leadership views their internal call ...
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Encouraging signs of an economic recovery are visible across the U.S. — cities and states are easing restrictions amid widespread vaccinations, businesses are reopening, the housing market is booming, retail sales are strong, and consumers are eager to spend. So, where are all the call center workers? That’s what an increasing number of company leaders are asking as in-house and outsourced call center operations report severe staffing shortages and fewer job candidates. Despite an uptick in the unemployment rate to 6.1% in April, job applicant flow has been inconsistent, and the show rates dismal. Several call center outsourcing vendors have disclosed that ...
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Demand for outsourced call centers is becoming increasingly relevant. In 2020, brands, organizations, and government agencies quickly learned that they were ill-equipped to manage the dramatic impact of COVID-19 on their call centers. During the height of the pandemic, frustrated and highly emotional customers experienced average hold times that suddenly inflated from minutes to hours in some sectors. Today, many companies are still struggling with performance and supply chain issues, staffing shortages, and how to adapt their staffing models for a constantly shifting business landscape. Brands are dealing with fierce competition from their competitors, ...