In April, 60 CallPoint employees actively participated in a blood donation campaign. The CSR campaign was rolled out in both Bucharest (on April 19) and Craiova (April 26). Both parts of the campaign were made possible by the support of our partners – the Red Cross (Bucharest, sector 5), the Bucharest Blood Transfusion Centre and [...]

Transparency in the client-vendor relationship in the multilingual Business Process Outsourcing industry has become as important these days as value-for-the-money services and high quality customer satisfaction ratings.

Your e-Commerce business is growing and you need a better customer service but you are worried that outsourcing can jeopardize your clients’ sensitive financial data? The best way to find a Business Process Outsourcing provider that is safe to work with and don’t compromise your business is to partner with PCI Compliance standard certified companies.

We recently published a benchmarking study in which an independent team conducted 60 in-depth chat sessions with six Fortune 500 companies to analyze the key drivers of an ideal sales chat session. That same team read hundreds of live chat transcripts and developed a framework for measuring the quality of service. The initial publication was considered innovative by TELUS International clients, the analyst community, and members of the media.

To this day, the study entitled Best Practices: Online Sales Chat – Boosting Customer Service and Sales ROI and its related webinar Best Practices for Chat ROI remain some of our most popular downloads. The inaugural study marked the beginning of a series of TELUS International thought leadership pieces on how companies can operationalize high-value chat channels.

Recently we’ve received requests for an update on the market’s adoption of live chat by leading consumer-focused companies. These companies sell to an increasingly younger, hyper-connected generation of consumers and often experience significant website traffic and call volumes. Our initial research showed that chat usage was limited, even with its well-documented benefits. This paper outlines new trends in customer service support and documents the increasing usage of live chat in the last two years.

A contact center’s largest expense generally comes from its agent population, making staffing levels a focus of management’s attention. From the outside, it may look like a balancing act. On the one side, you need the right number of agents with the right skill sets to deliver exceptional customer experiences, while on the other side, you need to control costs and achieve operational efficiencies The goal is to prevent overstaffing while avoiding service level failures. Over the years, workforce management has become very sophisticated. As a result, today’s RFPs often require providers to detail their workforce management processes and how call volume changes are handled. While important, perhaps more telling is how that provider deals with volume fluctuations during unusual situations— when stuff just happens.