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Connect First Blog Posts

Infrastructure built for BPOs

Posted by Richard M. on Aug 9, 2018 9:36:54 AM

There’s a first time for everything, unless it never happens.

I’d been in this business for about 20 years before I heard the TLA* “BPO.” For those afraid to ask, it’s short for “Business Process Outsourcer,” and in context it means “contact centers that handle calls (etc.) for other companies.”

For example, if you manufacture sneakers and sell them in retail locations, you can expect to get a few complaint calls, warranty questions or be asked the proper way to double-knot shoelaces. As manufacturing and marketing experts, you might not be expert at fielding these customer service questions, so you’d instead contract with a company who would handle these customer issues. You’re outsourcing a business process – hence the acronym.

I think there’s probably a better way to identify these businesses than the three letters chosen, but I doubt anyone cares what I think about it. The reason why probably has something to do with the fact that I’d been selling cloud contact center software to BPOs for years without knowing what they were called. This ignorance had zero effect on business.

Connect First’s CCaaS (Contact Center as a Service) is extremely well suited for the BPO market, and it was designed with them in mind. We offer a true multi-tenant architecture that can be utilized in several beneficial ways. We provide robust flexibility allowing customers to tailor intelligent agent workflows with no need for custom development on our part. This allows for simple and quick implementations, even for sophisticated environments.

In addition to providing a comprehensive reporting suite, we offer real-time and scheduled data exports. This allows complete flexibility for customers to create their own custom reports should they prefer to. Comprehensive APIs provide custom integration capabilities and remote control of the platform.

As the industry leader in uptime and scalability, BPOs can feel confident in their infrastructure. And, of course, we are the recognized leader in customer happiness.

Whether it’s a BPO or some other name designating a company that provides business processes for people wishing to outsource their contact center, I certainly recommend us.

*TLA – Three Letter Acronym.

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Topics: Contact Center, Product

4 Tips to Improve Agent Coaching

Posted by Linda D. on May 1, 2018 9:45:00 AM
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Topics: Contact Center, Trends & Insights

A Rough Guide for Call Center Workers Who Can Work Remotely - 2

Posted by Guillermo A. on Dec 21, 2017 6:00:00 AM

Part 2

A primer for call center agents who can work remotely, call center supervisors with remote agents, and others in the call center industry.

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Topics: Trends & Insights, Culture

A Rough Guide for Call Center Workers Who Can Work Remotely

Posted by Guillermo A. on Dec 20, 2017 1:53:46 PM

Part 1

Whether you are a call center agent who can work remotely, or a call center supervisor with remote agents, the following is a rough guide of expectations, tips, and considerations. IVR, Interactive Voice Response, will route a call to an agent without regard to physical location. The IVR’s determining factor may be skills-based routing, but mainly dependent on whether an agent is available or not.

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Topics: Trends & Insights, Culture

Professional Development for Call Centers

Posted by Rob S. on May 12, 2017 9:00:00 AM

In-house training and external educational opportunities.

Research reveals that call centers experience one of the highest turnover rates of any industry: 26% of front line staff voluntarily or involuntarily leave by the end of any given year. This same research reveals that it will cost $4,000 to hire a new worker and $4,800 to train them. That means today’s call center supervisors must be talented mentors, motivators, and managers. The U.S. Office of Personnel Management states that investing in professional learning and development for supervisors will save money, improve work quality, and increase employee job satisfaction. Let's look at some of the challenges supervisors face in the quest for professional development (PD), and further examine how to promote the necessary skills and knowledge needed to achieve success and exceed goals.

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Topics: Contact Center, Trends & Insights, Culture

Protect Your Contact Center from Legal Issues

Posted by Mathias O., CIO on May 10, 2017 9:00:00 AM

Here are 5 ideas:

The contact center industry is rife with challenges. On any given day you might experience anything from extreme customer meltdowns to actual hardware meltdowns (it’s happened!). The longer you stay in business, however, the more you learn to anticipate the kinds of issues your call center might face. If you haven’t faced any legal challenges yet; that’s great! We hope you never do. That being said, a bit of proactivity and some maintenance along the way can make a huge difference in outcome, should legal issues ever come your way. Let’s look at five tips that can help prepare you for the unexpected.

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Topics: Contact Center, Trends & Insights, Culture

Create an Effective Employee Management Plan

Posted by Rob S. on May 9, 2017 9:00:00 AM

Running a call centre requires a great deal of thought, planning, care, and management. A big part of successful management is having a detailed plan of attack. Within your overarching master plan, you'll find you need to create smaller, more targeted plans for different aspects of management. When assembling your plans-within-plans, don't forget to include an employee management plan. Call center managers would do well to come up with a comprehensive and effective employee management plan to ensure that every employee is properly utilized, trained, and making a positive contribution to the company.

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Topics: Contact Center, Culture

14 Misconceptions About Customer Service

Posted by Linda D. on May 8, 2017 9:00:00 AM

Last year was not a good one for Comcast. According to one study, 15% of Comcast’s Philadelphia customers heard a busy signal when calling in to their customer service number. One man who actually managed to get through was put on hold for three and a half hours when he tried to cancel his service. A different customer, also trying to cancel, was forced to argue with the call center representative, who outright refused his request and demanded for ten minutes that the customer give him a good reason for cancelling.

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Topics: Customer Experience, Trends & Insights

Optimize Management in Your Call Center

Posted by Rob S. on May 5, 2017 9:00:00 AM

Forbes magazine states that over 70 percent of companies have made customer experience improvement their number one priority. Why the new trend? Well, American companies collectively lose over $62 billion every year because of poor customer service. That’s a staggering statistic. Let’s explore some ways you can recoup some of that income for your call center, and ensure your losses due to poor customer service continue to shrink into nonexistence. In a contact center, the management team is the driving force that keeps customers happy, employees engaged, and revenue streams consistent. Take a look at these seven ways you can optimize management in your call center.

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Topics: Contact Center, Trends & Insights, Culture

A Better Platform to Enhance the Customer Experience

Posted by Mathias O., CIO on May 4, 2017 9:00:00 AM

How Websites Built to Enhance the Customer Experience Lead to Business Success

The rapid growth of internet usage and reliance has permanently changed the landscape and outline of business success. As of 2016, there were approximately 3.5 billion internet users worldwide, increasing from 2.21 billion in 2015. Go back a little further and you’ll see further evidence of the incredible uprising of internet technology, with numbers steadily growing from an even million in 2005 to over two million in 2010 — and continuing to rise up into the billions of users connected today.

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Topics: Customer Experience