Transforming the customer service industry: when call centers become BPI partners | TELUS International Europe Blog
  • Transforming the customer service industry: when call centers become BPI partners

    October 30, 2014

    By Yana Balnikova

    customer serviceAs 2014 approaches its end it is time to look back and make an assessment of what has changed in our industry over the passing year. What are the innovations and trends that would determine the evolution of the BPO sector? Although it is not completely new to the industry I would like to talk about Business Process Improvement (BPI) because this trend will continue to shape the industry and be a driving factor in the evolvement of BPO and call center services in the years to come.

    From a “sub-contractor” to a “value-adding partner”

    More and more companies began to realize that it is not enough to transfer their processes to a contact center supplier. Contact centers, on their side could no longer limit themselves to operate as mere “suppliers” or “sub-contractors”. Today, they must fully understand the processes of their clients and be able to assess and improve them. The goal is to deliver real economic levers to their clients, acting positively on costs, on the quality and productivity of their work.

    To respond to the growing need for such expertise, some contact centers have already established BPI departments. This trend will continue. Contractors will prefer working with a partner who can not only execute existing work procedures, but also bring added value through BPI services.

    Our company amongst few others has shifted from the traditional call center function to a value adding BPO partner level through the introduction of BPI.

    What is Business Process Improvement?

    BPI aims to deliver improvements in business processes in terms of speed, quality, cost and flexibility while building the capability required for continuous improvement. BPI is the vehicle for delivering value through the application of various measurement and analysis techniques in designing and managing operational processes using recognized process improvement methodologies like Lean, Six Sigma, and Business Process Management.

    BPI analyzes existing client processes in order to identify opportunities for improvement in the quality or quantity of output. It then creates training aids to close any gaps in skill levels, implements any necessary technology enhancements, and then maps out the processes needed to achieve desired outcomes.

    At TELUS International Europe our BPI team is the vehicle for delivering value through the application of various measurement and analysis techniques in designing and managing operational processes using recognized process improvement methodologies including Six Sigma. BPI serves as our Total Quality Management (TQM) framework that enables us to deliver excellent, consistent, and predictable results to meet and exceed client expectations.

    Why BPI?

    BPI eliminates any unnecessary processes and procedures which as a result not only reduces costs, but more importantly allows a business to become faster and much more responsive to its customers and drive revenue growth.

    The value of BPI is genuine. Our experience with several clients of ours proves it. For a telecommunications company we increased the user satisfaction with a technical support program by 20%. In the financial service sector we increased first call resolution rate by 23%. For a utility we increased sales conversion in web chat by 7%.

    The contact center of tomorrow

    In this new era BPI services will allow contact centers to act not only as an extension of client’s business, but also as an extension of client’s brands. The contact centers of tomorrow will need the capability to drive innovation and transform processes for the better. They will not only execute the existing work procedures, but they’ll also bring added value, through the implementation of BPI.

    Yana

    Yana Balnikova is Director Transition and Transformation at TELUS International Europe

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      Online fraud costs UK e-commerce providers £29.3m in the first half of this year – up a startling 71% on the same period in 2013.Despite these alarming figures, the solutions implemented by e-merchants for fighting fraud are relatively inefficient. So, what are the most common fraud management solutions? Can e-commerce companies fight fraud without sacrificing the customer experience?

      Infographic: The importance of employee engagement

      There is no shortage of research on the importance of employee engagement. Firms like Gallup, Aon Hewitt, Forrester and others have clearly demonstrated the business opportunities available to firms that successfully engage their employees - and the potential peril of those who favor more transactional management and short-term incentives.

      Why not work the way you live?

      It is a fact that Millennials (or Generation Y) work the frontlines of companies around the world, and make up the majority of the workforce in customer-service organizations. Yet many employers are unsure how to keep these workers engaged and productive, and struggle with staff attrition.

      TELUS International proudly shares its Eastern European investment story

      Expanding our business to new countries is one of the highlights of my work with TELUS International. As a global BPO, TELUS International has over 16,000 team members throughout North America, Central America, Asia and Europe.

      Omni-channel customer care – what customers expect from you?

      The customer of 2015 demands 24/7/365 support and expects it anytime, anywhere and from any device. This generation of shoppers simply wants service their way. They expect companies to solve problems quickly and they expect to enjoy themselves while they are doing it. The days of waiting patiently in line are long gone.

      TELUS Day of Giving in action – we give back to the communities in Europe

      This year the magic of the TELUS Day of Giving reached Bulgaria on August 30 and Romania on September 27. Over 500 TELUS International Europe team members from our Bulgarian sites came together to support the Louis Braille School for visually impaired children in Sofia, and over 300 team member from our Romanian sites supported the “Pinocchio” Center for Social Services in Bucharest.

      Beyond language skills – 5 steps to successful multilingual customer service campaigns

      The world is globalizing at a remarkable rate. For the companies selling goods and services overseas this without doubt a positive, represented in billions of extra revenue coming from overseas markets, also presents a significant challenge: how to communicate with consumers who speak different languages, who operate in different time zones, and who have radically different cultures?

      Should customer service take advantage of the selfie phenomenon?

      According to Media Bistro, over one million selfies are taken each day. And, as much as some people would like to blame Apple for starting the trend back in 2010 when it first introduced its front-facing iPhone camera (can self-portrait taking get any easier?), what we really need to do is figure out how to take advantage of the selfie phenomenon to better our relationships with customers.

      Self-service or live agent customer care? How to decide?

      Few weeks ago I was asked by mycustomer.com to give my opinion on the topic how to decide which customer interactions should be self-service and which still require agent input? Even though at TELUS International Europe we don’t offer self-service solutions we try to keep up with the latest in customer care.

      TELUS Day of Giving is coming up in Europe

      As summer approaches its end we at TELUS International Europe associate this time of the year with the opportunity to bring social change by giving back to our communities. Our TELUS Day of Giving in Europe is coming up in support of our “we give where we live” philosophy.

      The contact center of the future starts today!

      Call centers appeared about 50 years ago in response to the constantly changing needs of the consumer. They adapted to new information technologies and the emergence of new communication channels: email, chat and social media.

      The contact center of tomorrow – 5 ways it will be different

      The contact center of 2014 is almost unrecognizable from the call center of 1984, 1994, and even 2004. The industry has definitely seen its fair share of change – and yet, within the next few years, we can expect even more change to come.

      Top 6 guiding principles for implementing player support in the games industry

      With both the Games Developer Conference Europe and gamescom descending upon Cologne, Germany, August 11 to 17 collectively, we’ve got gaming on our minds! You see, since 2005, TELUS International has partnered with leading games companies to deliver player support services.

      Hands-on: TELUS International Europe is seeking best talent in Bulgaria and Romania

      In Bulgaria and Romania together, there are more than 50,000 people working in O&O (Outsourcing and Off-shoring) industry. The competition for top talents is intensifying in the region, especially in the big East European cities such as Sofia and Bucharest ranked by A.T. Kearney among the top South-east European hubs for the Business Process Outsourcing (BPO) industry.

      Business process improvement is the new driver for innovation

      Increasingly companies begin to realize that just transferring their processes to an outsourced contact center provider is not enough for delivering excellence in customer service and delighting their customers. Contact centers, on their part have also done their homework.

      Four customer service tactics to unlock value in the games industry

      In an industry where reputation is everything, this is where customer service can be a real game-changer in the games industry. Through strategic planning and investment in analytical and support tools, studios can create an opportunity for highly personalized, engaging player service experiences that will “bond” consumers to the brand.

      TELUS International Europe plans to open 500 new jobs in Bulgaria

      TELUS International Europe will invest 5 million leva for the equipment of new work stations as part of the project “Expansion of TELUS International Europe and entering new markets” and plans to create 523 new jobs in Bulgaria.

      Excelling at Multilingual Customer Service: insights from our Frost Europe panel with paysafecard.com

      From June 9 to 11, approximately 100 customer experience professionals met in Lisbon, Portugal, to discuss best practices in customer service at the annual Frost & Sullivan Executive MindXchange event. Now it’s time to share what we’ve learned from our Fireside Chat topic on Excelling at Multilingual Customer Care, which we presented alongside Joey McClain, the Head of Customer Care at paysafecard.com.

      Six reasons to consider a customer support strategy for games companies

      It has become increasingly difficult for game developers to generate and sustain brand loyalty. While technological advances and the proliferation of social media have generated more real-time interaction with players, it is important not to overlook the importance of player support, or to underestimate its powerful influence on brand loyalty and a player’s likelihood to recommend.

      What you didn’t know about online chat?

      As consumers migrate online to manage their business transactions and decisions, the influence of online chat on the customer experience will continue to increase. A recent report states that one-fifth of both Gen Y (ages 18-27) and Gen X (ages 28-40) consumers located and engaged in online chat when they visited a company’s website. Comparatively, just one-tenth of boomers and seniors take advantage of chat.

      Unlocking the secrets of multilingual customer support at Frost & Sullivan Customer Contact 2014, Europe

      It’s that time again! TELUS International will be heading to another Frost & Sullivan Executive MindXchange event from June 9 to 11 – this time in Lisbon, Portugal. What’s even more exciting is that I will be presenting a Fireside Chat topic on Excelling at Multilingual Customer Care, alongside Joey McClain, the Head of Customer Care at paysafecard.com.

      Defining Social Media Monitoring and how it works

      When it comes to social media, companies have become not only more visible than ever before, but also more vulnerable. One single negative mention online can pose a real threat to a company since it can quickly escalate to millions of views, comments, likes, shares and tweets.

      TELUS International Europe is joining the Association of Business Service Leaders in Romania

      In May, 2014, TELUS International Europe has joined the Association of Business Service Leaders in Romania (ABSL). “We are proud to join ABSL in Romania. It is crucial for our company to play an active role in representing our industry locally and move our business interests forward. Our primary objectives with ABSL will be to contribute to drive market insights and intelligence and strengthen positive image of our sector in Romania.”

      Customer Experience Innovation in Ecommerce: 3 Big Shifts Underway

      Customer experience innovation is now a game changer in the rapidly growing Ecommerce industry. The 3 big trends underway – Generation Y, chat and social media, and corporate culture – will largely impact customer service in Ecommerce in the near future.

      Quantifying the business impact of culture. But how?

      A lot of business leaders talk about culture, but they struggle to quantify it. Frost & Sullivan recently spoke with members of TELUS International, a global BPO provider, to get their perspective on the importance of an organization’s culture and the impacts it has on customers and on the business itself.

      Romania remains one of the top countries in Europe in terms of multilingual call center services

      “There are several reasons why Romania is well placed in terms of call center services. Among these are excellent language skills, strong knowledge in IT and cultural proximity to Western Europe,” said Gregoire Vigroux, TELUS International Sales & Marketing Director Europe, in an interview for Manager.ro.

      How to Attract Generation Y to Come Work for You? Part 3

      Generation Y world population (ages 14-34) is just over 2.4 billion people. By 2017, Generation Y will have more spending power than any other generation. So how do you attract Generation Y to come work for you? And, once they are employed, how do you get them to stay working with you for the long haul.

      How to Attract Generation Y to Come Work for You? Part 2

      No doubt that Generation Y is changing the business landscape. By 2030 Millennials will be roughly 75% of the global workforce. The sheer size of this demographic segment will force organizations to re-think many of their policies.

      How to Attract Generation Y to Come Work for You? Part 1

      Generation Y, those born between 1980 and 2000, are seen as a game-changing force both as employees and as consumers. Why is that? • First, as employees Generation Y accounts to a huge segment of today’s workforce. • Second as customers Generation Y is heading towards their peak earning years, controlling and influencing a lot of spending.

      Warning: Revenue Leakage Caused by Attrition

      While every contact center focuses on the costs associated with attrition, it is much harder to assess the revenue impact of attrition. Assessment of revenue impact reveals significant leakages linked to attrition. These are driven by efficient gaps between the existing customer service representative (CSR) and the replacement CSR.

      The Shocking Truth about Cost of Contact Center Attrition

      Everest Group conducted a study with the purpose of assessing the business impacts of contact center attrition by using a methodology which breaks down the impact of attrition to the level of the individual contact center customer service representative, showing how the departure of a given individual generates a series of cost and revenue associated outcomes.

      What are the Business Impacts of Contact Center Attrition?

      Attrition is considered a leading indicator of the health of contact center operations. The impact of attrition rates on business outcomes is a growing priority for business leaders looking to utilize the contact center to drive new business growth.

      CallPoint Rebrands to TELUS International Europe

      CallPoint powered by TELUS, an integral part and the European arm of TELUS International, will now operate under the new name, “TELUS International Europe.”

      How to Establish a Customer Service Culture that Millenials Will Love

      Millennials have unique needs for social collaboration and ongoing feedback regarding their personal and professional development. It’s not just about earning a paycheck. It’s about capturing their hearts and minds via a culture that mirrors their personal values, wants and beliefs.

      What are the Key Trends that will Change the BPO Industry?

      What are the tendencies defining the future of the BPO industry? According to Kevin Bottoms, VP Business Development at TELUS International, five trends are emerging as key factors defining the BPO industry in the next decade.

      The Rising Trend in BPO: Outsourcing for Social Good

      Now BPO providers have to go beyond client’s expectations in order to stay competitive. The DNA of the emerging model for the BPO industry is based on the value of a caring culture. Progressive BPOs are increasingly mobilizing employees to volunteer in their communities by supporting basic needs.

      5 Proven Strategies to Drive ROI for Sales Chat Part 2

      An online sales chat interaction should seem like a conversation. Agents need to know how, and be trained to construct a conversation flow within the chat environment.

      5 Proven Strategies to Drive ROI for Sales Chat

      In order to identify the qualitative metrics of an ideal online sales chat session our colleagues from TELUS International conducted a study on six Fortune 500 companies. Several best practices emerged improving the chat channel and creating an ideal customer experience.

      How to calculate contact center attrition?

      Calculating contact center attrition is complex. What is more important, contact center attrition is especially relevant for outsourced contact centers as attrition rate is indicative of operational performance.

      Is Customer Service Outsourcing Growing Up?

      The customer service outsourcing industry is in the midst of a maturation period. Outsourcing relationships are leaving the awkward teenage years and beginning to form more sophisticated and durable bonds with their partners.

      Five Ways Customer Service Leaders Can Engage Millennial Employees

      Millennial employees, between the ages of 22 and 33 years old, typically make up over 80 percent of the workforce at customer service organizations. Therefore, progressive customer service organizations are already making changes to the way they interact with this new generation.

      TELUS International Europe Wins Corporate Social Responsibility Acknowledgment for the TELUS Day of Giving Initiative

      CallPoint powered by TELUS was honored with the prestigious acknowledgement for Price Social Responsibility by the French-Romanian chamber of commerce (CCIFER) on its annual gala on November 29 in Bucharest, Romania. It is an honor for us to be given this recognition by one of the most important business associations in Romania.

      6 Online Sales Chat Practices for Effective Agent Skills

      In online sales chat agent skills, chat system features, and communications style all contribute to the total customer experience. Given that agent skills may be a leading factor in effective online sales chat, there are a number of opportunities for improving the customer experience.

      TELUS International Philippines Team Members Lend a Hand After Historic Typhoon

      A key part of TELUS International’s global operations are based in the Philippines, in the city of Manila. Like everyone else around the world, we have been devastated by the news of Typhoon Haiyan, which caused unprecedented destruction in many parts of the Philippines island chain.

      TELUS International Europe Launches Internal TV Channel

      TELUS International Europe is adding an incredible new twist to its work environment. Across its offices in Bulgaria and Romania, TELUS International Europe will be broadcasting its own TV channel, TELUS International Europe TV, on the 42-inch HD screens located in the offices’ open and relaxation spaces.

      5 False Assumptions every Executive should Know about Outsourcing

      Companies from among all industries and across the size spectrum have proven many times with their experience the value of business process outsourcing (BPO). Still, there are debates regarding the perceived benefits and concerns surrounding outsourcing. Not all of the commonly discussed concerns or perceived disadvantages, however, are founded on direct experience and truth.

      Can’t Keep Up? 8 Ways to Keep an Eye on your Social Care Program

      Once committed to social care, organizations often struggle with handling volume. The magnitude of conversations can seem overwhelming, but in reality, not all social conversations require a response.

      The Changing Face of IT in the Call Center

      TELUS International Vice-President of Information Technology, Michael Ringman, recently shared his views with Outsource UK Magazine on the evolution and impact of IT in the call center. In the interview, Ringman discusses how global outsourcing trends impact individual call centers.

      What Apple, HP and Best Buy Can Teach Us about Social Care

      Social customer service is rapidly becoming the new, critical channel to drive satisfaction and loyalty. Our colleagues from TELUS International call this activity “social care” and it’s defined as the efforts employees make through social media to care for customers. In this post we offer you some of the social care best practices of Apple, HP and Best Buy.

      Pushing Past the Hype of the Net Promoter Score in the Contact Center

      Net Promoter Score (NPS), a customer loyalty metric developed in 2003 by Fred Reichheld, Bain & Company and Satmetrix, is going to save the world. At least that’s how some view it. Ever since its inception, NPS has become the darling of executive management teams all over, and, as such, many organizations now use NPS as their primary Customer Satisfaction (C-Sat) measurement tool.

      Video: Why Eastern Europe is a Great Bet for Customer Service Outsourcing

      Last month, TELUS International President Jeffrey Puritt sat down with Economy.bg Magazine to discuss the company’s expansion into Eastern Europe. Jeff also shared his thoughts on the future of outsourcing, and its impact on countries like Bulgaria and Romania.

      The 4 Laws of Building Outsourcing Portfolio for Success

      A common trend among organizations nowadays is working with a number of service providers in order to address their contact center requirements. The main reasons in support of this practice are the access to scale and capabilities including languages and geographic market access, competitive tension, flexibility, and risk management.

      Fuel Your Agents’ Service Spirit – and Elevate the Customer Experience

      It’s difficult to deliver exceptional customer experiences when the person doing the delivering is dying inside and dreaming of an escape.

      Contact Center Workforce Management – Consider the Unusual First Part 2

      When it comes to managing staffing levels, there are some things you know (like holidays and back to school volume spikes) and some things you just don’t. For the former, solid workforce management practices with clear goals can keep things on track.

      Contact Center Workforce Management – Consider the Unusual First Part 1

      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.

      Call Center Attrition: It Doesn’t Have to Be a Revolving Door of Agents

      Let’s face it. Attrition is a big issue for call centers – and perhaps even more so for outsourced call center providers.

      Our Commitment to Caring Culture Brings Positive Change in Bulgaria and Romania with TELUS Day of Giving

      The world is changing faster than ever before as the population has been growing exponentially and the impact of our actions is felt not only stronger, but also in more and various ways. Populations’ footprint and irreversible impact has various implications for businesses in terms of their corporate social responsibility (CSR) policies as businesses possess not only the human, but also financial capital to be at the forefront of initiating and delivering socially responsible activities.

      How to minimize attrition rate at your contact center?

      As the link between contact center attrition rates and the effectiveness of contact center outsourcing services is gradually becoming stronger contact center outsourcing (CCO) have evolved their thinking on contact center operations.

      What makes an ideal service delivery location?

      There are many factors to consider when selecting a country and city for your contact center operations. We have identified characteristics that fit into four groups; each group is important to evaluate when selecting your outsourcing partner and location to do business.

      8 Key Metrics for Running an Effective Social Care Program

      Social customer service is rapidly becoming the new, critical channel to drive satisfaction and loyalty. Almost all organizations, however, struggle with measuring the impact of social customer service on important business metrics. In this post we will point your attention to a framework of 8 metrics measuring the effectiveness of your social care program.

      6 Critical Factors to Keep an Eye on Affecting Contact Center Attrition

      Attrition rates continue to be a key operational metric for contact centers. As the CCO (contact center outsourcing) market continues to evolve, the set of factors driving attrition continues to change as well.

      How to Build Strategic Customer Relationships with Fast-Growing Clients in the BPO Industry

      Building strategic customer relationships in the BPO industry, particularly with fast-growing clients, requires having lots of tools in your toolkit.

      TELUS International and TELUS International Europe support communities around the world with the Day of Giving Initiative

      According to recent article in Forbes, corporate social responsibility continues to emerge as a core cultural ethos where 94 percent of consumers want companies to evolve their business practices to make as positive an impact as possible. Corporate social responsibility initiatives are used by companies for the purpose of increasing employee engagement, motivation and employee satisfaction.

      Romania’s Multilingual Culture – A Major Contributor to Contact Center Development in Romania

      Multilingualism is the ability of a community of speakers to use multiple languages. In Romania, multilingualism is one of the assets that attract large foreign investments, particularly for the call center and BPO industries. The contact center industry in Romania has been growing rapidly over the past 10 years – as of 2013, it employs over 30,000 people.

      Business Process Outsourcing: An Industry with a Social Purpose

      The Business Process Outsourcing (BPO) industry was born out of a desire to cut operating costs. However, the industry is changing considerably. Today, progressive BPOs are focused on creating an exceptional customer experience while delivering top-line value to their clients in a way that also addresses social inequities in the countries where they operate.

      First Call Resolution: Difficult to Measure, Dangerous to Ignore

      Getting precise measurements on First Call Resolution (FCR) is about as easy as getting work-at-home agents to shower on a daily basis. The good news is that neither is essential for optimum contact center performance and customer experiences.

      How to measure the success of social media customer support programs?

      Customer service organizations are being pushed into social care by savvy customers who are already asking questions on social networks and expecting responses. Almost all organizations, however, struggle with measuring the impact of social customer service on important business metrics.

      TELUS International Europe Launches New Website

      TELUS International Europe launches new website!

      How Social Care Can Help Build Your Corporate Brand

      Are brands not taking social media customer care seriously? Are they consciously choosing not to respond on social channels? Have they invested in the wrong listening tools? Or are they simply overwhelmed with the volume of feedback?

      5 Keys to Effective Multilingual Customer Support

      In today’s global business environment where customer diversity and global operations are increasingly common, call centers need to offer some level of multilingual support to remain competitive. Multilingual support allows call centers to continue servicing their existing client base while also going after new business opportunities and generating additional revenue.

      Why Social Media is Important Customer Service Channel?

      “Social care” is defined as the efforts employees make through social media to care for customers. Social customer service is rapidly becoming the new, critical channel to drive satisfaction and loyalty.

      5 Step Plan to Creating Strategic Outsourcing Partnerships Part 2

      In our previous article on the topic 5 step plan to creating strategic outsourcing partnerships we touched upon the first 3 of the 5 steps in the strategy. To remind you these steps were: 1. Introspect 2. Establish open communication 3. Realign priorities to reset relationship Now let’s continue with the remaining 2 steps of the strategic plan that would help you realize greater value from your current outsourcing partnership.

      5 Step Plan to Creating Strategic Outsourcing Partnerships Part 1

      Outlined below are five remedial steps we recommend to customers as they identify the symptoms we’ve covered in our articles 8 Signs your Outsourcing Partnership is in Trouble Part 1 and Part 2 in their contact center relationship. These steps are not only designed to assist buyers in realizing value from their current operations, but may also help in situations of complete breakdown of a relationship.

      TELUS International Europe will be participating at the World’s Largest Gaming Event

      TELUS International Europe will be participating at the annual Gamescom event, the world’s biggest trade fair for interactive games and entertainment. The fair will take place from August 21st to 25th, 2013 in Cologne, Germany.

      The Rise of Customer Support in the Gaming Industry: Insights and Best Practices from a BPO Perspective

      Forward-thinking gaming studios realize that providing exceptional customer interactions, alongside popular games, can directly impact the bottom line. Download our insight paper to learn best practices for customer support for gamers from BPO companies and their industry leading US based gaming clients.

      8 Signs Your Outsourcing Partnership is in Trouble Part 2

      In our last post we’ve reviewed the first 4 signs indicating that your BPO partnership is performing at a suboptimal level. To remind you the first four indicators were: 1. Decreasing end-customer satisfaction 2. Increasing agent attrition/staff rotation 3. Measuring success exclusively through savings and efficiency 4. Lack of proactive intent to grow the relationship

      The Role of Culture in Delivering World-Class Customer Service

      In this joint presentation, global technology company Google alongside our colleagues from TELUS International, discuss the role of culture in rallying agents and transforming customer service including: • how to create a culture with meaning • the importance of finding and selecting the right partners to bring your culture to life and more

      8 Signs Your Outsourcing Partnership is in Trouble Part 1

      With this article we are starting a series of posts on the topic of strategic outsourcing and managing outsourcing partnership. The starting point of our discussion will be the major indicators that you need to track and keep an eye on in order monitor the “good health” of your outsourcing partnership. Let’s start with the examination of the first 4 signs indicating that your outsourcing partnership is in trouble, or at least that it is performing at a suboptimal level.

      Changing the Game with Player Support

      To give you the big picture on the topic of customer support in the interactive entertainment industry we want to point your attention to a whitepaper giving deep and thorough information on the topic. The whitepaper provides deep examination of how a well-structured customer service plan can directly impact the bottom line as well as best practices to consider along the way.

      How to Measure Customer Satisfaction from Customer Support in the Games Industry

      In the past few posts on customer support in the gaming industry we explained the potential of implementing customer support for gamers and the best practices for implementing it. In this article we’ll focus on the how to measure customer satisfaction after you’ve implemented customer support for players. Net Promoter Score (NPS) is an extremely powerful tool for assessing whether a studio’s brand commitment to its customers is being recognized and fulfilled.

      Customer Support – a Game Changer in the Gaming Industry

      Predicted to grow to $82 billion by 2017, the global gaming market is forecasted to become more and more competitive. A crucial question arises here. How can studios stand out from the crowd in the highly competitive gaming industry? For sure the current de-personalized, homogenous consumer support experience for players should be reconsidered by studios.

      Unleashing Gen Y Potential in Customer Service

      Customer support is critical to customer loyalty and financial performance. Yet, many companies have neglected to update business processes to unleash the customer service potential of the new frontline workforce – Generation Y, also called “Millennials.”

      The Top 6 Guiding Principles in Implementing Customer Service for Gamers

      The gaming industry is undergoing dramatic change as customer service becomes another battlefield for winning over players. By implementing customer support for gamers you’ll maximize player lifetime value, improving the player experience, resulting in player retention and ultimately, player recommendations. Follow those guiding principles to enhance your own game plan for customer support and level up your business in the gaming industry.

      5 Best Practices on Customer Service for Generation Y

      As Generation Y customers, those born between 1980 and 2000, are heading towards their peak earning years, controlling and influencing a lot of spending it is crucial to factor them in your customer service equation. We offer you 5 simple best practices to follow in your customer service to the Gen Y customers in order to make them your loyal customers and enlarge your customer pool.

      Infographic: Shaping the Next Generation of Customer Experience: Insights & Trends in E-commerce

      Customer experience innovation is now a game changer in the rapidly growing e-commerce industry. The 3 big trends underway – generation Y, chat and social media, and corporate culture – will largely impact the e-commerce customer service in the coming years.

      Infographic: Why Outsource your Business in Bulgaria?

      Companies are no longer questioning “why” or “what” they should outsource, but “where.” They are aiming at destinations where they can take advantage of outsourcing while at the same time minimize the inherent business risks of such initiatives. This infographic gives detailed overview of Bulgaria's capabilities and experience as outsourcing destination.

      Google and TELUS Share Insights on the Role of Culture in Leveraging BPO Partnerships and Customer Service

      At one of the most influential industry events, the Call Center Week held in Las Vegas, June 10-14, our colleagues from TELUS International made a joint presentation with our client Google. In front of an audience of approximately 600 people, Jeffrey Puritt, President of TELUS International, and Peter “Scotch” Scocimara, Director of Enterprise Support for Google Apps, showcased why cultural alignment matters in both customer service delivery and selecting customer service partners.

      Cheat Sheet: 10 Grammar Rules for Chat Agents

      If you are chat agent or a manager who is about to train his/her agents on best practices in chat customer support you might want to look at this cheat sheet. It focuses on communications style, in particular the 10 grammar rules agents should follow to communicate effectively in the online chat channel.

      7 Non-price Factors to Consider when Choosing Outsourcing Destination

      The choice of outsourcing destination is not only a starting point, but also crucial moment in the decision making process of choosing your BPO partner. As this decision will affect the long-term success of your outsourcing partnership we want to point your attention to 7 non-price factors that we advise you to consider in your decision. Why non-price factors?

      TELUS International Europe powered by TELUS Celebrated Spirited Teamwork at the Annual Teambuilding Event

      What do ninjas, pigs, titans, batman and a soiree have in common? Nothing? Think TELUS International Europe style. What unite them are the members of TELUS International Europe powered by TELUS who epitomized the spirit of those creatures at the annual admin teambuilding of the company. The event took place in the old town of Tryavna, situated in the north slopes of the Balkan range in central Bulgaria. All admin TELUS International Europe from Sofia, Plovdiv, Bucharest and Craiova gathered together on June 21 in the town of Tryavna for the annual administration teambuilding, where their teamwork, intellect, creativity and initiative were tested.

      How Culture Can Improve Customer Service

      Corporate culture is currently more and more viewed as a crucial factor for employee’s performance, satisfaction and turnover, thus affecting the quality of customer experience. In regard to the importance of corporate culture we want to point your attention to an article written by Carolyn Crews, senior vice-president at our partners TELUS International. The article was originally published on customer Think blog and gives insights and best practices on the “right” corporate culture.

      Live Chat Customer Support:Cost-Benefit Perspective

      In a multichannel environment the digital space is one of the most preferred contact channels for customers as they are increasingly techno-dependent and internet savvy. Therefore, customer service call centers are rapidly implementing live chat as additional method of customer interaction as it has a significant impact on operating cost, employee productivity and customer satisfaction.

      TELUS International Europe’s Partnership with the Romanian Red Cross Continues

      Our sustainable partnership with the Romanian Red Cross continued with a donation of 6 tables, 12 chairs and a foosball with the purpose of supporting the logistics of the Red Cross. As only volunteers help the NGO, the Romanian Red Cross was very happy to receive this donation made on June 4.

      Agents Awarded for Outstanding Performance

      Last week the president of TELUS International, Jeffrey Puritt, awarded the best agents at CallPoint with special diplomas for outstanding performance. Mr. Puritt visited both Sofia and Bucharest to personally congratulate the agents for the excellent results achieved by delivering exceptional service to our clients.

      New Relax Zones in the Offices of TELUS International Europe

      Do you know that we spend on average 1700 hours per year at the office? Our working days although very dynamic and spend among friends are quite mundane sometimes. We at TELUS International Europe are aware of that. Therefore, we decided to make our days at the office more exciting and fun by rebranding the relax areas in all the cities where we operate.

      We Share Insights with Google at the Call Center Week Event in Las Vegas

      CallPoint’s partner TELUS International together with Google will be participating in the Call Center Week event held in Las Vegas from June 10 to June 14.

      Small Steps for Big Impact or Waste Office Week at TELUS International Europe

      The core component of CallPoint’s corporate culture are its CSR activities which bring employees together to support social and environmental causes. Our latest CSR activity is called Waste Office Week 2013 and it takes place from May 27 to June 1 in our offices in Bulgaria.

      Making a difference with blood donation

      In April, 60 TELUS International Europe employees actively participated in a blood donation campaign. The CSR campaign was rolled out in both Bucharest (on April 19) and Craiova (April 26).

      Interview with Kristina Petrova

      Kristina Petrova was promoted to Junior Operations Manager and, along with the Operations Director, Kristina Petrova is responsible for the company’s daily operations.

      Interview with Anca Caravan

      Over the past six years Anca Caravan has been promoted four times. Now Anca Caravan has the pleasure to work in TELUS International Europe as a Junior Strategic Account Manager.

      Interview with Krasimir Kolev

      Krasimir Kolev joined CallPoint in November 2005. Now Krasimir Kolev is a part of the Transition and Transformation team in Sofia as Senior Transition Manager.

      Interview with Andreea Istrate

      Andreea Istrate, Business Analyst Started at TELUS in 2009 as a Customer Support Agent. Promoted 5 times (Customer Support Agent – Supervisor – Team Leader – Account Manager – Business Analyst).

Did you know?

TELUS International Europe Romania is among the "Most Loved Employers" in the BPO sector according to the Inspire Group and Mercury Research.

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"For me, working at TELUS International means helping people in my own language and in their own language – and it allows me to live abroad. It’s the total package!"

Peter
Customer support agent