The customer service industry is one of the oldest and most established industries worldwide. It is also one of the industries that have continually evolved over time; as technology improved, as customer expectations transformed and as competition increased. Operating in the customer services industry is, therefore, a craft that requires exceptional dedication, continuous development and a precise skill set combination.
Business Continuity (BC) and Disaster Recovery (DR) can mean life or death for any organisation and this is every bit as true in the Multilingual Contact Centre environment.
In an environment where you are servicing clients over multiple channels, in multiple languages and across time zones the potential risks are categorically amplified.
Virtualised reality Mindpearl’s virtual contact centre and operations: Upgrading to a virtualised call centre over a sparse global network using Avaya architecture
Driven by demands in the outsourcing environment to offer a high quality and low cost English language alternative to those established offshore locations such as India and the Philippines, Mindpearl broke with convention and opened an outsourced international contact centre in Suva, the capital city of the Fiji Islands.
What should you be looking for when choosing an outsourcer for your contact centre? Here are the 8 Key Factors to consider when choosing an outsourcer for your contact centre services.