Category Archives: call centers

Outsourcing

Nine Advantages of Call Center Outsourcing

Operating an in-house call center involves significant upfront investment plus relentless ongoing fixed & variable costs.  Internal call center operations also place intense demands on human resources, require complex technology, and can distract from focusing on your core business.  Therefore, an increasing number of companies are realizing that keeping these operations in-house are not always the best decision.   Partnering with a call center agency to handle their customer support, sales or back office operations might be the best option.

Call center agencies provide services to clients around the world in a variety of industries. Some of those outsourcing services include:

Choosing to outsource your call center operations can provide many benefits to your company and customers.  Presently, here are nine advantages of call center outsourcing:

1. Focus on core competencies

Outsourcing your call center operations will put a difficult & disruptive business function in the capable hands of a professional agency.  Therefore, allowing you to focus on your core business.

2. Provide 24/7/365 customer support

Providing 24/7 customer support is usually very difficult (and expensive) to manage internally.  However, professional call center agencies typically operate 24/7 already. Therefore, hiring a call center partner will allow you to quickly and easily offer 24/7 coverage and keep your customer happy!

3. Limit Technology Investment

Why make massive investments in technology to manage your internal call center operation when there are call center agencies that have already made the investment?  Outsourcing is a great way to use technology more efficiently and stay on the cutting edge!

4. Benefit from proven processes

Professional agencies really are the “Call Center Experts”.   Why reinvent the wheel, when agencies bring proven processes and experienced management to work for you almost instantly.

5. Reduce staffing, operating, and training costs – 

Operating expenses of an internal call center can stack up quickly, but outsourcing that function reduces operating costs by eliminating hard to manage functions.

6. Avoid unnecessary and costly capital expenditures –

The equipment & facilities necessary to run a call center operation can be very expensive. Do you really need to pay for your own operation when you can partner with an established agency that has already invested in the best equipment & technology?

7. Increased Customer Satisfaction

Internal teams can often take hours or even days to respond to customer inquiries.  Outsourcing to a great call center partner can cut that response time down to a matter of minutes.   Therefore, this creates more happy customers which are the key to increasing revenue…

8. Improve efficiency and productivity –

Your company has some great, highly trained employees.  Hiring an external call center partner can allow your internal team to focus on high value or high impact activity.   Therefore, outsourcing low skill and repetitive tasks can allow you to get maximum value from internal operations and focus on mission-critical operations.

9. Instant access to specialized skills –

Hiring highly skilled employees for your internal operations can be very frustrating and expensive.  However, outsourcing to a domestic or international call center agency will allow you to immediately tap into an impressive talent pool.  Moreover, these specialized skills will become available without any HR Headaches or wage pressures!


Outsourcing is no longer just about cutting costs and saving money.  It is about increasing efficiency of internal employees, getting to the market faster than your competitors, maximizing workforce flexibility, and gaining access to highly qualified employees.

Call Center Outsourcing is becoming one of the most significant business trends of this decade and we can help you ride the wave!  If you are ready to explore the advantages of call center outsourcing, please contact us here or call 719.368.8393.

Data Cleansing

Three Tips for Spring Data Cleansing…

The long hard winter is finally over! It’s starting to feel like spring – the sun is shining, the temperatures are warming, and companies everywhere are cleansing their customer data!

While some companies dread the intensive process of ensuring that all information within a database is current and accurate, others view this activity for what it is: proactive behavior that will lead to a more positive customer experience. By removing inconsistencies from database records (as well as clearing inactive users), contact center agents will be much more likely to have the information needed to most completely and efficiently service customers – leading to a happier, more loyal customer base.

Below are three tips to get started on your spring data cleansing.

1. Clear out duplicates

Duplicate records decrease efficiency and increase customer annoyance exponentially. Save your agents time that would be otherwise spent on compiling information between several database records by sorting your records by name and combining any duplicated user information.  You can greatly enhance customer experience and cut costs by preventing customers from having to repeat information each time they interact with customer support.

2. Keep it relevant

Is your database full of extraneous information? Though having enough information is necessary, gathering too much can overload your agents and database – not to mention discourage your customers from filling out forms or contacting your support representatives!

Take a long, hard look at the information you gather about your customers. Is it all necessary? What purpose does each piece of data serve? If you can’t answer these questions, it’s time to eliminate the data.

3. Research, research, research

There’s no way to get around this aspect of data cleansing. Someone (or many someones) must dedicate time to researching each record to ensure accuracy and completion. This can be accomplished through many techniques, including but not limited to:

  • calling customers (by internal staff or outsourced call center)
  • data verification emails
  • verifying information when customers interact with the contact center
  • verification direct mailings
  • hiring an outside company to verify information

Regardless of which single technique or combination that your company will employ, be sure to evaluate the labor spent after each cleansing to ensure that it was the most efficient and effective solution for your company.

From time to time, every company will need to repeating the data cleansing process. However, not all subsequent rounds of cleansing will not be as intensive as the first.   As you repeat the process, you’ll begin to find the most efficient methods for your company.


Worldwide Call Centers can help address your database issues and outsource the data cleansing to top agencies around the world!  If you are ready to explore the power of outsourcing, please contact us or call 719.368.8393.

Customer Support Metrics

Top Five Trackable Customer Support Metrics

Satisfied customers are the life blood of every business. They grow your revenues, bring repeat business and spread the good word about your brand. A great customer experience goes a long way in making customers happy. One of the best ways to track the performance of your support team and and provide a great customer experience is to know your “numbers” – like Call Volume, Response Time, Abandon Rates, Call Resolution, & First Contact Resolution. This gives you honest, trackable data and helps provide a clear understanding of the overall satisfaction of your customers. Here are Five Customer Support Metrics you must monitor regularly:

1. Call Volume

It’s important to monitor the daily volume of calls and inquiries into your support team. It helps you find out if there is any rush of support traffic at certain times of the day. This will tell you when you should allocate most employees & resources to customer service. Although your business has working hours, your customers may run on a different schedule. They’ll try to reach you as soon as they face an issue. You can note the most frequently called times and prepare for it, even if they’re outside your business hours.

It’s also necessary to monitor volume of support incidents by various channels such as emails, telephone & social media. Different channels require different types of support staff & resources. Breaking out support incidents by channels helps you identify which channel needs more attention, and adapt quickly.

2. Response Time

Do you like waiting for a response when you are facing an issue? Response Time is the amount of time taken for your business to respond to a customer issue. It is one of the most important metric that affects customer satisfaction. If you keep the customer waiting, you are likely to bring down customer satisfaction considerably. Studies show that 54% of customers feel 3 minutes to be a reasonable response time while waiting for a customer support agent over the phone. Customers also believe that 24 hours is reasonable to get response by email.

You can measure Response Times by various channels to identify which channel needs more attention. Even within a single channel such as email, you can group the number of responses based on the amount of time taken. How many responses were sent within 1 hour, 2-6 hours, 6-12 hours, etc.? This will show you the distribution of your responses over time. You can find out the most frequent support issues which increase response time, and assign more resources to them. You can also monitor first response times for each support agent. This will tell you which agents take time to respond, and could use more training and assistance.

3. Call Resolution Time

Call Resolution Time is the amount of time taken to resolve a customer issue. Average Call Resolution Time shows the overall effectiveness of your customer support. The shorter the resolution time..the better your customer support metrics. Many factors contribute to high resolution time. It can be due to the communication skills or technical expertise of the customer or your support agent. It can also be because the agent doesn’t have access to relevant resources. You can monitor resolution time for each type of customer issue to identify which ones take the longest to be resolved. You can also track it for each support agent. This will help you find out the root cause of delay and solve it immediately.

4. Abandon Rates

Abandon rate is one of the key customer support metrics. This number is the percent of customers who hang up the phone or leave the queue before they reach a customer support agent. Long hold times and a confusing support system are the most common reasons why customers drop off. You can track abandon rates over time to find out which days of the week it increases, or which time of the day you are flooded with support calls. This will help you increase your capacity accordingly. You can also look at the abandon rate at each step of your support such as the initial welcome message, IVR navigation or the automated wait message. Once you know which step has the highest abandon rate, you can identify the source and fix it as soon as possible.

5. First contact resolution

First contact resolution tells you how many issues were resolved during the initial engagement. Greater this number, the better it is. To maximize this metric, you have to find out which issues are escalated beyond the first contact, on which channels and why. So you need to break out this metric by various channels and type of customer issues. It helps you identify the reasons for escalation and resolve them quickly.

Measuring the performance of your customer service enables you to rapidly improve it. It allows you to easily identify the key pain points of your customers, areas which need additional resources and support agents that can benefit from additional training. You can even streamline support by automating frequent responses and creating Knowledge Base or FAQs. This helps you improve your product or service, boost customer experience and grow your business faster.

Worldwide Call Centers can help to address these metrics and outsource your operations to the BEST Agencies around the world! If you are ready to improve your customer support metrics & explore the power of outsourcing, please contact us here or call 719.368.8393.

Customer Experience

Improving Customer Experience | Mobile

Smartphones have become an indispensable facet of our lives…driving everything from our socialization to our purchasing habits and beyond.  Moreover, many companies from manufacturers to marketers to customer support agencies have become completely obsessed with these changes. It is triggering a significant shift in corporate spending towards new mobile marketing programs. As a result, companies are ramping up their mobile marketing activity every month.  Our clients regularly ask us to provide some key success factors to best leverage this new channel. Below are three essentials that must be considered for any mobile marketing initiative:

1. “Appvertising” is driving engagement –

Apps are a truly indispensable part of mobile marketing. Consumers can easily download the app for their favorite brands and interact with them to make purchases, discover new information, and share with their friends. Apps are a form of advertising that many people actually welcome onto their phones.  Consumers are happy to download free applets or, in many cases, even pay for them. Companies are using apps in many ways like providing new services, tools, or games to extend their brand, creating a mobile site so their customers have easier access to their offering, or serving up mobile banner ads to reach their target ‘on the go.’

2. QR bar codes drive integration –

Traditional advertising vehicles like magazines, outdoor ads and newspapers now feature QR codes on a regular basis. Scanning QR bar codes with a smartphone reader enables consumers to more deeply explore a brand or promotion via micro sites, video, and audio tools. Leveraging these codes also drive stronger cross-program integration thereby increasing overall marketing effectiveness and efficiency.

3. New Brand Experiences

Mobile enables new brand experiences that go way beyond traditional advertising. Unlike passive advertising and promotion, mobile marketing allows brands to engage consumers in unique, personalized, ‘always on’ and location-based relationships. Mobile advertising often delivers new forms of engagement unavailable with other media.  Examples include coupons that can be instantly redeemed in store or a Nike app that can help them with their workouts. Mobile is changing the way brands reach consumers and we need to embrace the power of this medium.

Like it or not, every company and brand is being impacted by mobile marketing and the consumer dialogue it enables. The challenge is finding the best way to leverage this new medium while ensuring it integrates with your marketing mix.


If you are ready to enhance your customer experience, contact Worldwide Call Centers today at 719.368.8393 to discuss your situation and explore the Outsourcing Options available from the US and Canada to Eastern Europe, Asia or Latin America.