Introducing our new Customers First magazine! Insights on customer strategy and innovation
April 21, 2016
The premier issue of our Customers First magazine is now available! Read it online.
Highlighting global insights on strategy and innovation, the magazine offers best practices and trends from across the contact center, customer experience and Business Process Outsourcing industries. Inside this issue you’ll discover:
Is it possible to have 99.99966% good customer service? Find out in our interview with Anna Kozlova, Six Sigma Black Belt and TELUS International Global Director of Business Process Excellence.
Four disruptive trends that will reshape customer service – a look at how the Internet of Things (IoT), wearables, fintech and the sharing economy will shake up customer support in the very near future.
The Culture Value Chain – a proven equation that demonstrates time and time again that high employee engagement has a direct impact on top-line growth.
How Microsoft is staying ahead of today’s customer “mega-trends” – Discussing a mobile-first, cloud-first world with Florin Grama, Director of Support and Engineering Management for Microsoft.
A new shining star on the outsourcing landscape in 2016 – Four big reasons why Romania is an excellent outsourcing destination.
What’s Robotic Process Automation got to do with outsourcing? No, robots like C-3PO will not be working in contact centers, but a piece of software could help to automate repetitive tasks.
Key challenges that will transform fraud management in 2016 – As examined at our recent Executive Breakfast in Paris, France, featuring the country’s top fraud management experts.
Please send your feedback and suggestions to our editorial team (listed in the magazine), or reach out to us on Twitter at @TELUS_eu. And stay tuned for the next edition of Customers First coming later this year.
Industry expert, Leonardo Inghilleri, shares the difference between customer satisfaction and customer loyalty, and the role contact centers play in building loyalty that lasts.
Learn why countries in Central America, like Guatemala and El Salvador, have become some of the fastest-growing destinations for contact center outsourcing.
Discover what organizations with older customers are doing to hire and train the right Millennial agents, as well as to help seniors help themselves.
Deloitte's most recent Global Outsourcing Survey identified eight common areas which can cause outsourcing partnerships to sour, and their benefits to deteriorate over time. Experts share tips on how to avoid these pitfalls and get the most out of your outsourcing partnership.
The Philippines has become one of the top global hubs for outsourcing, and for good reason. For those looking at the country as a potential offshore outsourcing destination, here are some of the key things to consider in 2017 and beyond from experts in the region.
For fast-growing tech companies, choosing to outsource can influence the growth process in a significant way. Learn four key questions start-ups should ask when considering outsourcing their customer support for the very first time in order to ensure success.
Fintechs are shaking up the finance industry for the better. But while designing and launching products is important, retaining and delighting customers requires a whole other set of competencies. Learn more about meeting and exceeding customer needs in the industry.
Delivering pleasant customer service in emotionally heated situations can be challenging. Discover how email can be used proactively to take control of difficult interactions and improve customer satisfaction, in ways that other support channels cannot.
Delivering pleasant customer service in emotionally heated situations can be challenging. Discover how email can be used proactively to take control of difficult interactions and improve customer satisfaction, in ways that other support channels cannot.
The young fintech industry has some major hurdles to jump over to unlock the value from our aging population. But it's worth the effort with an eye towards app development and customer service that includes these three tips.
Although digital channels are growing, a Dimension Data study showed voice customer support still comprising 65 percent of all contact center interactions. So for now, here's how to continue to optimize your outsourced voice programs.
Fintech companies like WeSavvy, Wizdee and eToro are changing the finance industry for the better by using technology like social platforms, machine learning, and IoT to create more emotional, high-touch customer experiences.
The coming AI revolution represents an opportunity not just to streamline certain customer service processes, but to take stock of the human touch and consider in what ways it may become more important than ever. Industry experts and AI firms share insights.
Customers fire up Facebook and Twitter to sound off on problems they're facing right now — and they want a quick answer to match. That's why time-sensitive KPIs have become key metrics for many companies providing social media support.
Looking to outsource your customer support? The reality is outsourcing is not a “set it and forget it” type of exercise; it takes time, energy and resources to accomplish successfully. Learn to navigate the process channel-by-channel with this e-book.
Delivering the highest level of customer service will require organizations to transform their workplaces to create engaging experiences for both their customers and their employees. Companies that do both will thrive, especially in the age of IoT.
From simple banking, to mortgages, loans, investments and debt consolidation, the modern banking experience is becoming increasingly digitized — and customers are loving it. So what technology is empowering both customers and fintechs?
Before bots become universally accepted, brands need to work out a few kinks. Bots represent an opportunity to provide faster service but an over-reliance on this technology can damage brand credibility. Booking.com, 15Below and IDC share insights.
As CCO at a global contact center outsourcing company, Marilyn Tyfting shares eight tips on how to turn customer service into a more enjoyable and efficient experience this holiday shopping season.
TELUS International CIO, Michael Ringman, shares five technology related trends for the contact center including the importance of small data, omnichannel, automation, IoT connected-consumers, and even going back to basics with email support.
It's important not to over-rely on digital capabilities when optimizing your customer service strategy. But how can brands find a balance between digital and traditional customer care to ensure the human touch remains present? This article explores three key considerations.
Many contact centers are so focused on basic cost-savings tactics, such as reducing handle times, that they de-prioritize predictive customer service. This article explores the big benefits of adopting preemptive customer service methods.
With the rise of fake news sites and unsecured Internet of Things devices, protecting both yourself and your business is more important than ever. Our Director of Global Security shares his precautions for both employees and clients alike.
Even in countries where cash has gone the way of the dinosaurs, the human interaction of traditional customer care remains critical in fostering the confidence people need to move money from traditional institutions over to fintech companies.
On November 10th, 2016, CBRE, in partnership with Skanska, announced the winners of “The Most Office” competition in Bucharest. After an extensive evaluation and voting process, the judges awarded TELUS International Europe Romania with the special “Innovative Offices” distinction.
The second edition of Customers First magazine is now ready! Learn how to blend digital and traditional customer service, how to optimize email customer support, and how Koodo Mobile benefits from multilingual customer care.
High staff attrition is the curse of the contact center. But it doesn't have to be. Find out how two very different companies learned to lower staff attrition and hold on to good employees.
Friday, Oct. 21, 2016 was a crazy day for netizens with DNS provider, Dyn experiencing the largest distributed denial of services attack (DDOS) known so far. For many, including call centers, this attack was a wake-up call. So how can we better prepare?
While chat and social media customer support seem 'way cooler'- email remains more appealing than ever, ranking as the number one option for support for those under the age of 55. Optimize your email support programs with these tips.
According to research, 90% of companies who have made the leap to a cloud contact center are satisfied with the move. But that begs the question for those who haven't transitioned yet: should they make the leap too? Experts share what to consider first.
Thanks to technological advances like real-time translation, big data analytics, automation and CRM advancement, the customer service bar has been raised higher than ever. How should contact centers adapt?
New research: This IDC InfoBrief examines the opportunity for brands to help consumers with their connected Internet of Things (IoT) devices - and how the contact center will play a big role in the years ahead.
We invite you to join the TELUS International family. In the next couple of weeks we will present to you the top reasons why you will love working with us. Check out the other five reasons to join our team.
We invite you to join the TELUS International family. In the next couple of weeks we will present to you the top reasons why you will love working with us. Check out the first five reasons to join our team.
Leveraging self-service, big data, and more customization, the digital revolution is leading to an enhanced customer experience for insurance customers. Here are three important ways smart companies are leading the way.
Businesses are increasingly expected to offer support by way of emerging channels. But before your company adds live video chat, Facebook Messenger or SMS to a ‘Support’ webpage, there are things to consider.
While Asia and Latin America remain strong outsourcing options, Eastern Europe is on the rise as a luring outsourcing region with its attractive combination of infrastructure access, strong connectivity, an educated talent pool and tremendous multilingual capabilities. In this article we will touch upon three defining characteristics of contact centers in Eastern Europe, particularly Bulgaria and Romania, hinting at just a few of the many reasons this area has become so appealing in the industry.
Today, companies do business in highly competitive environments. Attempts to appeal to consumers based on price are increasingly less effective because of the ongoing price war. And relying on a competitive advantage based on product differentiation is not enough with so many businesses offering similar items or services. But while it’s increasingly difficult to gain an edge with price or product, it’s now possible to win market share by focusing on improving the customer relationship through a high Net Promoter Score (NPS).
With 2016 well underway, we have seen a number of trends emerge in the fight against fraud. Now that individuals and businesses alike are beginning to acknowledge the risks inherent in the increasing number of payment methods and the digital exchange for goods and services, we have established a list of the ten trends set to guide our behavior in the face of fraud.
Business Process Outsourcing (BPO) has become a complex industry. Gone are the days of subcontracting non-strategic operations simply to reduce costs. Now, outsourcers are looking for added value from their partners. In fact, a recent study by Everest Group, with support from TELUS International, found that on global scale less than 50 percent of end-of-term contact center outsourcing contracts were renewed between 2013 and 2014. One of the reasons behind this staggering decline is that the industry is trending towards less, but more meaningful relationships.
Romania’s reputation as an attractive outsourcing destination is on the rise. The country has been climbing in various rankings as a top outsourcing location not only in Europe, but also globally.
Once viewed as a last resort for frustrated customers, the contact center is now a central hub for sustaining a company’s brand experience. For that to remain true, contact centers must stay relevant, and able to respond to changing customer needs. In the coming years, contact centers will be put to the test facing several, potentially disruptive, trends that will impact customer support in a big way.
We all know that corporate culture matters. But did you know, there's a proven equation for how employee engagement drives top-line growth? Learn more about the Culture Value Chain.
Expert interview: What if someone said it's possible to have only 3.4 bad customer care interactions out of every million? You'd probably laugh them out of the room. But here's how to aim high using Six Sigma.
Call centers have not always had an exceptional reputation. Some still believe that they are the perfect incarnation of Taylorism, emphasizing productivity and efficiency at the expense of employee engagement. This however is a very simplistic and rather obsolete point-of-view considering that a revolution is underway in this increasingly specialized and internationalized sector.
Time. Money. Energy. When you’re investing significant resources into your Business Process Outsourcing (BPO) relationship, you want to ensure you’re getting the most value from that partnership.
What primary characteristics will customers have in 2016? Every year I try to answer this question by pointing out ten trends, each one illustrated by a specific word or phrase. This exercise has led to annual conferences, the most recent of which was organized together with TELUS International and Zendesk, and celebrated the tenth anniversary of the "Sensduclient" blog.
What are the current market conditions for ITO and BPO in Germany? This and other questions will be discussed on April 26th and 27th in Berlin at the ITO & BPO Germany Forum 2016, organized by the German Outsourcing Association.
On February 9, 2016, TELUS International Europe proudly gifted more than 75, 000 € to 20 local non-profit organizations, through our Community Board. The board brings together distinguished community leaders and TELUS International Europe team members to make decisions on philanthropic initiatives, specifically identifying where charitable funding will have the greatest impact.
How to best measure customer satisfaction remains a hot topic in the field of client management. To help decision-makers better understand their options, we reviewed four ways to approach this topic: Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), and the Wow Effect.
On February 18, 2016, we were thrilled to host the third edition of the Executive Breakfast in Paris, France. Organized in cooperation with CMCA, a French consulting company specializing in Credit Management, the event was held at the prestigious Canadian Cultural Center. In choosing the topic for this edition of the Executive Breakfast we leveraged our expertise and seven years of experience in fraud and risk management practices.
The results from the “Most Loved Employers” study were released earlier this week and we are thrilled with the results. Conducted in Romania by the Inspire Group and Mercury Research, the study surveyed more than 3, 000 citizens on their perceptions of 170 companies across 16 industries.
In January the leading global management consulting firm A.T. Kearney issued the seventh edition of the Service Location Index. The Index draws a global outsourcing landscape based on metrics in three major criteria: financial attractiveness, people skills and availability, and business environment, measured for each of the 55 countries included in the research.In January the leading global management consulting firm A.T. Kearney issued the seventh edition of the Service Location Index. The Index draws a global outsourcing landscape based on metrics in three major criteria: financial attractiveness, people skills and availability, and business environment, measured for each of the 55 countries included in the research.
Many businesses today rely heavily on Customer Relationship Management (CRM) software for overseeing and analysing customer engagements throughout the customer experience lifecycle. Whether by phone, email or chat the details of the communication can be stored in customers’ records, allowing representatives to access information when they need to look at previous interactions.
Another great year for our blog and our company is heading towards its end. Over 40 expert articles describing and analyzing the latest trends in the Business Process Outsourcing and customer care industry and hundreds of BPO professionals subscribing to our blog mark our achievement for 2015.
Under the motto “Give. Make it count.”, and a continuation of our commitment to Corporate Social Responsibility (CSR), for Christmas, our team members in Romania and Bulgaria rolled up their sleeves to spread the Christmas spirit to those in need.
We are happy to announce that TELUS International Europe Romania was recognized for the benefits the company offers to its team members, at the “Happiness & Wellbeing Awards” Gala organized by The Center of Happiness on December 10th in Bucharest, Romania. The event “Happiness & Wellbeing Awards” celebrated and gave recognition to those companies that have contributed to the wellbeing of Romanians in and outside the workplace in 2015.
The year-end and respectively the holiday season is undoubtedly the most complex period for fraud management teams. The challenges are many: increased volume to control, short processing deadlines, inexperienced new staff, and respectively bigger threat because fraudsters are aware of the troubles that may occur.
CSR may be employed to contribute to maintaining high engagement among Gen Y talent. Why does CSR relate so well to Gen Y?
Our offices have become known for their innovative, fun and pleasant design. They have a positive impact on team members’ satisfaction and happiness at work. Simply put, we aim to make our offices the place that our team members want to be and where our clients trust to have their customers served!
Gamers have one thing in common and that is appreciation of exceptional service. Players respect other players, especially the ones that take the time to care. So, as a result from our partnerships with some big game names we came to the conclusion that if studios want to provide the ultimate player experience they need to develop emotional connections with players.
The Berlin edition of the Executive Breakfast Series focused on the changes in the customer care industry and customer expectations in the age of a digital transformation. Together with Zendesk, Europcar and L'Oréal Deutschland we shared tangible, actionable advice on how to best serve customers and how to shape and measure the success of customer care strategies.
Net Promoter Score, or just NPS, is an indicator measuring the tendency of a customer to recommend a brand, a company, a service or a product to family, friends or professional circle. Customers are asked to answer a simple question: “Would you recommend us to a friend or a colleague?”
As a business process outsourcing and information technology outsourcing provider operating in Bulgaria for more than 10 years now we are delighted to share with you that Bulgaria was awarded “Offshoring Designation of the Year Award” at the European Outsourcing Association Awards (EOAA) 2015.
Taking into consideration the outstanding evolution of the Business Services sector in the past few years, the Association of Business Service Leaders in Romania (ABSL) acknowledged the most innovative, cutting edge initiatives of the industry during the ABSL Awards Gala 2015. The event took place on the 8th of October, 2015, at Radisson Blu, in Bucharest, Romania.
At TELUS International Europe we love sharing industry insights, experience and innovation. That is why we are always up for participating in industry fairs and conferences. That is why we organize Executive Breakfasts across Europe, to share insights and innovations on hot topics in the customer care industry.
The TELUS Days of Giving are not only the most impactful, but also the most awaited and inspiring events in our Corporate Social Responsibility calendar. We know that our team members want to be part of something bigger. Therefore, through the TELUS Days of Giving we give them the opportunity to make a meaningful difference in their own communities.
We are excited to have held our second annual TELUS International Heroes Day and listen and learn from for our frontline team members, our experts – who daily interact with our customers. Frontline and administration and members from the leadership team had the chance to participate in the event held on September 10th.
TELUS International Europe, a leading outsourcing company, won the “Strategic Investor” award today at the Plovdiv 2020 Forum. Organized by the Plovdiv Municipality and the media outlets TRUD and 24 chasa, the theme of the Forum is “what should be done to develop industry, cultural tourism and investment”.
Our TELUS Days of Giving are among the most important initiatives in the Corporate Social Responsibility (CSR) calendar of TELUS International across the globe. We are now getting ready for the third edition of the TELUS Days of Giving in Sofia, which is just around the corner on September 5th. Our friends from the Louis Braille School in Sofia for visually impaired children are awaiting us for a third consecutive year, traditionally just before their school starts.
You better than anyone else know that game quality is everything! Video games are complex and difficult to design and test no matter whether you are developing AAA game or the next Flappy Bird. You also (probably painfully) know that ensuring sufficient pre-release functional testing is a humongous challenge.
Over the past couple of years, we’ve noticed a number of experts in start-ups, innovation and venture capital discussing the potential benefits of outsourcing customer service and other non-core business functions.
A tremendous customer service opportunity has emerged with the adoption of social media by consumers and the ability for companies to effectively listen to and track conversations about their brands. At TELUS International Europe we call this activity “social care,” and it’s defined as the efforts employees make through social media to care for customers.
In Europe, E-commerce sales grew by 18.4 % last year to €156.28 billion. Industry sales are expected to increase with the same growth rate in 2015, so it will be worth €185.39 billion at the end of the year (Source: RetailMeNot). These figures pose a tremendous opportunity for e-tailers to grow their customer base and provide top-notch customer service and sales within the online environment.
TELUS International Europe is happy to announce and invite you to a new initiative – Executive Breakfast series. This is not the typical business networking event, but a platform for sharing insights and innovations on hot topics in the customer care industry and not only, in the form of an interactive debate.
It is a fact! Our team in Bucharest moved to a brand new location! Cool, friendly, convenient, innovative, all in one, our new office is located in the AFI Park, Bucharest’s newest and most advanced Class A Business Park. The building is fully integrated into “AFI Palace Cotroceni”, the biggest and leading shopping mall in Romania and among the biggest shopping malls in the Central Eastern European region.
From North America, to Central America, from Asia to Europe, our TELUS Days of Giving continue to inspire our team members to “give where we live” across the globe. This year, we held our annual TELUS Day of Giving in Bucharest on Saturday, June 6th at the 136 School located in the Ferentari area of Bucharest. With a total budget of 30,000 EUR, 350 team members, partners we gave our hearts and hands on that day to positively affect the lives of 400 children attending classes at this school.
At TELUS International Europe we are pleased to announce the launch of the TELUS International Europe (TIE) Community Board on June 2nd in Sofia, Bulgaria. The Board has brought together community leaders and TIE team members to make decisions on where our help will bring about the most positive influence. After all, as the company grows, we have a responsibility to give back to the communities where we live and it is best to concentrate our efforts in a way that they would bring about the most good.
Many of us think it’s impossible to win back a customer who has been disappointed by customer service, but the truth is, this is the best time to show them your best customer service.
At TELUS International Europe, corporate social responsibility isn't just a fad. We live and breathe the philosophy of improving a world that really needs people to care for each other more than ever before. On May 26th, 2015, we at TELUS International Europe were awarded the "Best CSR Initiative" award for our TELUS Day of Giving at the first annual Romanian Outsourcing Awards for Excellence.
With the growth of the outsource industry, more companies than ever are looking towards Eastern Europe as their preferred destination. In fact, both Romania and Bulgaria are ranked in the top five preferred outsourcing destination in the BPO and Shared Service Location Index by Cushman and Wakefield, the world’s largest privately-held commercial real estate services firm. Both countries offer cultural proximity to Western Europe, which smooths communication and allows for more complex projects to be executed, and both are in a timezone that is relatively close to the customers being served.
More than ever, Romania is a growing bastion of francophones. With 20% of the population speaking French at a high level, companies are turning their gaze from Morocco to Romania for its outsourcing potential.