Tag Archives: Customer Service

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Call Center Outsourcing

Seven Tips for Hiring a Call Center Supplier

Outsourcing your Call Center Operations can be a great move for your business…or a painful mistake if done incorrectly.  Therefore, here are some tips to make sure that call center outsourcing is successful for your company:

1.) Get Out In Front

Don’t wait until you need help.  Your call center supplier can often setup very quickly…but give yourself a little breathing room. A few weeks to a month or so is a nice cushion to choose the top call centers and launch the application.

2.) Communication is Key!

Be clear about what you want outsourcing to accomplish. Communicate projects, expectations, costs, and timelines to your vendor. When outsourcing to an external call center, you are essentially choosing a partner for your business. The agency should work in harmony with your employees and have the same type of work ethic and dedication to success.

3.) Make 1+1 = 3

Use a company that will expand your “talent base”. Hire a call center supplier in a different location with agents that have a different skill set than your current employees.

4.) Upgrade Your Technology

Outsourcing to the top call centers is a great opportunity to upgrade your technology without spending a dime of capital. Hire an agency that already has the advances technology in place and can help leverage this infrastructure to enhance your profitability.

5.) Choosing an Offshore Agency

Call centers in low cost, developing countries like The Philippines, India, Latin America & Eastern Europe are often great choices for the following applications:

a. Outbound Lead Generation or Sales with very large targets/lists
b. High Volume Inbound Customer Support
c. Back Office Functions like Transcription, Chat, and Online Research
d. Functions that involve low margin products/services

Offshore call centers aren’t a fit for everything…but the cost savings are substantial and worth considering in the proper situation.

6.) Choosing a Domestic Agency

Top call centers in expensive, developed countries like the US, UK, Australia, & Germany are often great choices for the following applications:

a. Outbound Sales or Lead Generation with a finite database
b. High Value Inbound Support
c. Low Volume Inbound or Outbound
d. Functions that involve high margin products/services

Higher priced call centers are still thriving because certain applications simply require the BEST agents possible.

7.) Never just hire the Low Bidder!!

Call Center Services are the ultimate “non-Commodity”. You are hiring a call center to manage thousands of individual conversations with your customers on a daily basis. Look for a cost competitive agency that also has the experience and infrastructure to deliver day in and day out!


Outsourcing is no longer about cutting costs and saving money. It is about how to do things quicker, more efficiently, 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 consider hiring a call center agency, please contact us here or call 719.368.8393 for a free consultation.

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Customer Support

Empowering Your Customer Support Agents

When it comes to customer support, employee empowerment is defined as allowing phone agents to make fast decisions — on the spot — in favor of the customer.

It is critically important for organizations to give customer support agents the power to make decisions without supervisor approval. Business and government agencies will never be leaders in customer support without the adoption of true empowerment strategies.

The good news is that most decisions will cost the company less than $50, which is a pittance when considering the lifetime value of the customer and the goodwill that empowered decisions can cultivate. Unfortunately, even employees of businesses that claim to “support empowerment” often fear making the needed decisions on their own.

Here are three key reasons customer support agents do not take the initiative to solve problems independently:

1. They think they will lose their jobs. Many agents believe that it is less risky to lose a customer than make a decision that appears to be detrimental to the company. After all, they think, “No one ever got fired for enforcing a policy, rule or procedure.”

2. They are afraid they will be penalized and have to pay for a mistake. For example, if they upgrade a person from a room to a suite, they will have to pay the difference.

3. They are afraid of negative feedback. There is often very little upside for an employee who makes empowered decisions. Awards and celebrations are rarely offered to employees simply because they made an independent decision to satisfy a customer. There is, however, downside when an employee is criticized for ignoring policy or subjecting the business to undesired costs.

3 Steps to Success

In order to overcome this culture of fear, businesses need to implement three steps for boosting employee empowerment:

1. Assure every department and manager is on board. They must enforce a culture of empowerment within their teams, and they must stand by support agents when theydo “color outside the lines”. It just takes one piece of negative management feedback for the employee grapevine to get the message that the policy is just lip service or the policy du jour.

2. Empowerment Training. You have to teach them what is it, how to actualize it and how the organization celebrates it.

3. Reinforce and celebrate empowerment. Most empowered decisions have no significant cost. For example, it might include waiving a late fee or bending the rules on a cutoff time. Empowered employees can modify policies and procedures to fit a situation…and keep customers happy.

The irony is that companies spend massive amounts of money on marketing to attractcustomers but skimp when it comes to keeping them. If budget were devoted to customer retention by training employees to make empowered decisions, they would see a far more immediate, measurable return on their investments. By empowering employees, you will have happier customers. You will increase market share. And you will make more money.

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

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Customer Service

Empower Your Customer Service Team

When it comes to your customer service team, employee empowerment is defined as allowing phone agents to make fast decisions — on the spot — in favor of the customer.  Moreover, it is critically important for organizations to give support agents the power to make decisions without supervisor approval. Business and government agencies will never be leaders in customer support without the adoption of true empowerment strategies.

The good news is that most decisions will cost the company less than $50, which is a pittance when considering the lifetime value of the customer and the goodwill that empowered decisions can cultivate. Unfortunately, even employees of businesses that claim to “support empowerment” often fear making the needed decisions on their own.

Here are three key reasons support agents do not take the initiative to solve problems independently:

1. They are afraid of negative feedback.

There is often very little upside for an employee who makes empowered decisions. Awards and celebrations are rarely offered to employees simply because they made an independent decision to satisfy a customer.   However, ignoring policy or subjecting the business to undesired costs will almost certainly have a downside for the employee.

2. They think they will lose their jobs.

Many customer service agents believe that it is less risky to lose a customer than make a decision that appears to be detrimental to the company. After all, they think, “No one ever got fired for enforcing a policy, rule or procedure.”

3. They are afraid they will have to pay for a mistake.

For example, if they upgrade a person from a room to a suite, they will have to pay the difference.


In order to overcome this culture of fear, businesses need to implement three steps for boosting employee empowerment:

1. Reinforce and celebrate empowerment.

Most empowered decisions have no significant cost. For example, it might include waiving a late fee or bending the rules on a cutoff time. Empowered employees can modify policies and procedures to fit a situation…and keep customers happy.

2. Assure every department and manager is on board.

They must enforce a culture of empowerment within their teams, and they must stand by support agents when they do “color outside the lines”. It just takes one piece of negative management feedback for the employee grapevine to get the message that the policy is just lip service or the policy du jour.

3. Empowerment Training.

You have to teach them what is it, how to actualize it and how the organization celebrates it.


The irony is that companies spend massive amounts of money on marketing to attract customers, but skimp when it comes to keeping them. If budget were devoted to customer retention by training employees to make empowered decisions, they would see a far more immediate, measurable return on their investments. By empowering employees, you will have happier customers. You will increase market share. And you will make more money.

If you are ready to hire a customer service agency, contact Worldwide Call Centers today at 719.368.8393 to discuss your situation.  Our Consultants will explore the Contact Center Outsourcing Options available from the US and Canada to Eastern Europe, Asia or Latin America.

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Scaling Your Customer Support

Four Ways to Effectively Scale Your Customer Support Call Centers


While many companies are already focused on customer support, they often struggle to balance productivity, scaling, and maintaining the human touch of personalized customer experiences. Here are a few practical tips to help your company stay productive and scale your customer support call centers, without making your customers feeling like they’re working with a robot:

1. Boost Productivity Through Collaboration

Small inefficiencies add up quickly and drain your resources. Saving agent time and improving collaboration boosts productivity without turning them into robots. For this reason, allowing employees to utilize cloud-based collaboration tools like Slack and Trello is a great idea!

2. Balance Live vs. Automated

Striking a balance between a personalized customer experience and responding to customer requests in a timely manner, can be difficult. So how do you ensure a good experience for your customer without taking too long to respond? Utilize features that maximize efficiency of your live operators to give your customer the best experience possible. Consider setting up time-based escalations or action-based alerts, and writing pre-configured templates for frequent responses. Little things like these allow agents to respond faster and be inserted at the most crucial times, so you can maintain a personal touch when it counts.

3. Help your customers help themselves

A well-designed Help Center – or an all in one knowledge base, community, and customer portal — deflects issues and appeals to the 67% of consumers that would prefer to use self-service rather than contact support. When your customers can find their own answers quickly and easily, everybody wins.

4. Leverage Multichannel Customer Support

The modern customer demands an effortless experience.  Which means they want to be able to connect with you when and where it’s convenient for them.  Accordingly, that might be via phone, via Twitter, over email, or even within your corporate application.  Innovative companies need to build a multi-channel support foundation that allows you to tie these contact points together.   Consequently, this will make it manageable for your team and allow for adding new methods, as necessary.  Consider solutions that can expand to include traditional phone, email or live chat support alongside social media, self-service and embedded mobile offerings.

If you are ready to scale or improve your Multichannel Customer Support, contact Worldwide Call Centers today at 719.368.8393 to discuss your situation.  Our consultants will discuss the Customer Support Call Centers available from the US and Canada to Eastern Europe, Asia or Latin America.