• Is Customer Service Outsourcing Growing Up?

    December 10 2013

    By Jeffrey Puritt, President of TELUS International, a global business process outsourcer.

    This article is based on joint research with the Everest Group: Eight Habits of Highly Ineffective Outsourcing Relationships.

    Customer service outsourcing

    Customer service outsourcing is maturing

    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.

    Look Who’s Talking

    Customer support has come a long way from the birth of early call centers and their infamously buggy and decidedly customer-unfriendly Interactive Voice Response (IVR) systems.

    Now early outsourcing adopters are realizing that achieving cost savings and process efficiencies at the expense of customer satisfaction and loyalty, also known as revenue erosion, was probably not a good trade.

    Leaving the Nest

    Similar to those adult children who just can’t seem to leave their parents’ home, many partnerships need that extra boost to transition to maturity. The first step for most is recognizing the signs of a stalled relationship.

    Early warning signals include a consistent decline in customer satisfaction scores. Companies that find themselves in this position will need to be sure they are using the same performance metrics as their partners.

    Read the full article on TELUS International blog to learn more analysis and insights on the evolution of customer service outsourcing


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      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.”