First Call Resolution (FCR) is one of the most powerful and valuable metrics, because it serves as a KPI for customer experience as well as operational performance and efficiency. However, measuring FCR is challenging when it comes to customer perspective or whether their inquiry was resolved to their satisfaction.
But let’s see what exactly FCR is. According to the International Customer […]
As most things, customer landscape shifts constantly. Customers’ easy access to information about vendors, and the erosion of barriers to switching among competitors have combined to create a much more challenging environment for customer service.. Moreover, evidence shows that customers no longer tolerate rushed, rude or ineffective customer service. Instead, they would rather stick with companies that provide satisfying customer […]
Recent studies show that 7 out of 10 companies consider high quality leads as their top challenge. When you add to this the fact that outsourced lead generation gives 43% better results than in-house, it wouldn’t be a surprise if you start considering outsourced lead generation for you business. But to get a firmer grasp of why outsourced lead generation […]
6. Quality control – companies that provide professional call centers as a service strive to achieve a certain quality that they defined in their service level agreement (SLA). This means that all customers’ calls and messages will be monitored for quality. Such quality metrics like answer time and first call resolution have top priority, for example. Such metrics are carefully […]
Big companies prefer to stay focused on core competencies to stay successful. This is why they outsource the functions of their call centers to specialized service providers as ours. Handling all the phone calls, emails and web chats in-house might seem like a good idea, but establishing a multichannel contact center is expensive. It requires facilities, technology, equipment and a […]
Based on our work with Customer Care BG during the last couple of years I recommend the company as a stable partner that has been capable of adding value to our business. With this reference I express our positive evaluation of our work with Customer Care BG with regard to a number of initiatives we have undertaken together and in […]
We have worked with Customer Care BG for six years now. They are an insightful, flexible and reliable business process outsourcing partner. With their help we have structured our customer support line and quality control of our warranty services. In addition, the professional attitude of their team and their commitment to the execution of both processes has resulted in important […]
I recommend Customer Care BG as a highly professional team of people who are dedicated to their work and throughout the more than 4 years we’ve been working together their whole team has been committed to the achievement of our common goals.
Customer Care BG is a preferred partner of ours for our customer acquisition and retention campaigns. Not only is […]
It is no longer a matter of “What” and “Why”, when it comes to outsourcing. The answers to these questions are clear to every modern company that is successful or on the road to success. The question now is “Where?”. Companies are looking for destinations where they can take advantage of the benefits of outsourcing with minimum risk. Such destinations […]
It is a known fact that the quality product is the thing, that attracts customers to your company, but what makes them stay is the good customer service. However, many companies tend to deny customer service its rightful position as the core part of any business. Furthermore, there are still companies that neglect this part totally. But no matter how good […]