Omni-channel customer care – what customers expect from you?
October 16, 2014
By Stefan Abadzhiev
Customers today demand 24/7/365 support and expect 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.
This is leading more and more companies to offer omni-channel customer service. And in order to deliver the faster and better experience customers demand in the digital space many are now seeing live chat and social media customer care as the answer.
Online chat: enhancing customer service….
Live chat has reached critical mass as more consumers turn to the Internet to resolve their issues before picking up the phone.Our experience shows that chat is increasingly preferred among a rapid growing segment of online customers as it offers a quick, low-effort and personalised way to interact with a brand for sales, customer care and technical support.
For customers chat is easy to use. They see it as a very clear and concise form of communication. It allows them to multi-task, remaining at their screens without the distraction and interruption of making a telephone call. Live chat is also immediate. Compare the speed of live chat responses to the waiting time often found in email or phone support channels. Finally, for many people live chat is a simpler and easier way to get things done because it removes the need for a long conversation on the phone with an agent.
…..and driving sales growth
There is also a growing number of statistics that suggest live chat can be a significant driver of sales. A 2010 survey from Bold Software revealed that 67% of shoppers with a previous chat experience continue to actively seek chat options on merchant websites, and that 77% of chat users agree the new interaction method positively influences their attitude about the retailer they were considering buying from.
Further evidence came from a 2009 eMarketer.com survey which found that 63% of respondents reported they were more likely to return to a website after experiencing live chat, and that 38% stated they purchased from the e-commerce website as a direct result of the chat session itself.
Social media: customer service going viral
The other major digital development is social media. Indeed, social customer service is rapidly becoming the new, critical channel to drive satisfaction and loyalty. Organisations are being pushed into social media customer service by savvy customers who are already asking questions on social networks and expecting responses. These customers are getting faster responses to their issues through social channels than the traditional contact centre because no company wants to appear unresponsive in public forums.
Providing good customer experience is more important today than ever before, as positive and negative word-of-mouth spreads quickly on the social web. Social media customer service is different from traditional voice, email and chat support because social care conversations are public, often permanent and can easily go viral. If done right, social care can actually generate more positive sentiment than the overall brand. It can drive positive conversations and improve brand perception.
Benefits from omni-channel customer care?
The benefits of a well-run social care programme, either with or without online chat, can be extensive, from increases in market share to operational savings.Chat shortens the sales process by creating additional positive impressions that move a prospect quickly and efficiently through the sales cycle while resolving customer issues and objections immediately.
One of the biggest advantages of social care is that issue resolution changes from a one-to-one model to a one-to-many model, meaning many people benefit from one informative, well-written response. As more people rely on the Internet for solutions instead of calling customer service, this benefit becomes even more significant.
For many organisations this new model of customer care is becoming a business case that is impossible to ignore. Certainly as more and more customers recognise the improved customer care offered by social and live chat, we expect to see ever more companies begin to offer it, and those that fail to do so will be left ever further behind.
Don’t forget the multilingual aspect!
Except for being available on multiple channels, consumers now expect customer care to also be available in their native language. Anyone who doubts the importance of this issue for 21st Century business should consider this fact: a 2011 study from the European Commission found that 42% of consumers never purchase products and services in other languages. As a business process outsourcer based in Bulgaria, Romania and the UK we operate campaigns in over 30 different languages, and so we face this issue every day. The case study below showcases how we manage to integrate both the omni-channel and multilingual aspect for one of our clients.
Case study: Payments industry
For a client of ours, the Austrian division of a global leader in the payment industry, we implemented social media monitoring on Facebook. The company had never used social media for customer care and was experiencing a rather challenging reputation.
Within the first month of our partnership, we integrated the social media support channel (24/7), including the development of standard answers in nine languages, clear procedures for escalation while adhering to the service level standard of one hour. These efforts led to increased brand recognition for the company and positive social media postings recognising the fast responses.
Stefan Abadzhiev is Senior Sales Manager at TELUS International Europe.
(English) Learn how the best travel and hospitality brands are utilizing white-glove service and concierge contact centers to transform travelers from simply being loyal, to proactive brand advocates
Travel and hospitality contact centers can play a vital role in easing customer effort. Find out three ways contact centers can deliver a localized experience to each and every traveler.
Customers today expect more personalized service than ever before. Discover how travel and hospitality brands are using data to attain a true 360-degree view of the customer.
In order to scale business efficiently, fast-growing companies need to be agile and smart with time and resources. Discover expert tips on when and where to outsource.
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.
The premier issue of Customers First is now ready for prime time! Read about the impact of IoT on the call center, Lean Six Sigma best practices, how Microsoft is tackling customer mega-trends, and much more.
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.
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.
Multichannel solutions have grown increasingly mobile and consumers have begun to use their cell phones for almost everything. Should a customer want to contact a company or get any sort of information, they have the world at their fingertips.
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.
A new era is upon us. More than ever, customers are using social media for customer service. When they reach for their phone, they are as likely to tweet as call customer service. This presents a new set of rules and an entirely new way to approach customer care: faster, more public, and much more personal.
Although it is not completely new to the industry Business Process Improvement (BPI) will continue to shape the Business Process Outsourcing and Contact Center Outsourcing sectors and be a driving factor in their evolvement in the years to come. Why is that? It’s because more and more companies began to realize that it is not enough just to transfer their processes to a contact center outsourcer and consider customer service a done deal.
In the past few weeks we started a series of posts focused on Romania and the major factors making it a preferred outsourcing destination for European companies. In this post we’ll again be talking about Romania, but we’ll be comparing it to Morocco. Why?
True, 2014 was a very successful year for TELUS International Europe. Our Romanian operations achieved a remarkable growth in terms of employees. To give you the big picture in Romania, the number of our team members was 283 in January 2014, while by the end of the year it grew to 478, making a remarkable 69% increase.
Romania has an ever increasing reputation as an attractive outsourcing destination. Indeed, the 2014 A.T. Kearney index ranked Romania 5th among the most attractive outsourcing destinations in Europe. Also, according to the Times Outsourcing Business supplement 2012, Romania occupies 6th position globally in the top 10 emerging outsourcing destinations.
As we approach the 10th anniversary of our company, TELUS International Europe decided to reflect on the future of our industry, identifying the latest industry trends that point to its transformation. In the eBook The future of the contact center outsourcing industry, we touch upon the top 5 differences that according to us will shape our industry in the future.
On February 25th, 2015, at the 12th Responsible Business Awards of BBLF, TELUS International Europe won the Special Engagement Award. An independent jury of 12 respected experts from various sectors chose our TELUS Day of Giving initiative in Bulgaria among 77 other projects of other socially responsible companies.
According to the Verband der Deutschen Internetwirtschaft (“Association of the German Internet Industry”), more than half (53 percent) of German GDP generated in 2017 will be e-commerce related (compared to 37 percent in 2012). These numbers highlight the significant potential within the e-commerce market in Germany in both B2C and B2B environments.
On 24th and 25th of February, 2015, TELUS International Europe will attend the Contact Center World (CCW) Fair, the leading European event for the customer service and call center industry. This year, the event will take place at the Estrel Convention Center, in Berlin.
Activities like the TELUS Day of Giving connect us to each other, our communities, and really drive our culture forward. The TELUS Day of Giving is a global campaign which gives TELUS and TELUS International employees the opportunity to give back to the communities in which they live, work and serve by volunteering their time in support of community projects.
A few weeks ago, TELUS International launched the first Virtual Site Tour, featuring their operations in Central America (in case you missed it, here’s the link). In the same spirit of helping our prospective customers and team members “see” what we do, and how we’re different, we’ve just launched the second Virtual Site Tour video featuring our two main sites at TELUS International Europe – Bucharest and Sofia.
At the kickoff of 2015 it is time to look into the trends and innovations that will drive the evolution of the Contact Center Outsourcing (CCO) and Business Process Outsourcing (BPO) sectors this year. From the standpoint of a multilingual contact center provider serving the customer care needs of some of the world’s largest brands here are our 5 predictions for key trends that will shape the CCO industry in 2015.
It’s been a great year for our TELUS International Europe blog. In 2014 we published over 45 new posts and generated thousands of views. Our authors, TELUS International Europe and TELUS International team members, have provided blog posts on an array of topics, ranging from business process intelligence to the importance of corporate culture.
As the Chief Information Officer and Vice-President of Information Technology (IT) at TELUS International, I often get asked what the future holds for IT. I don’t have a crystal ball and can’t predict the future, but my role gives me lots of insight on the big trends in customer service IT.
Here are five of the key trends which will be shaping customer service in the travel sector throughout 2015. Each offers a fresh opportunity for companies to reinvent the service they offer customers and in so doing gain significant competitive advantage.
Social media is transforming customer service. In the past 30 years customer service channels have moved swiftly from letter, through telephone, to email, webchat, and now social media. Companies have struggled to keep up with the emergence of this new multichannel world: in 2012 Oracle reported that 46% of online customers expect brands to provide customer service on Facebook, but only 23% were providing it.
For many years now, corporates have been torn between the high costs of outsourcing customer service to European countries, and the low service levels often prevalent in offshore locations. Yet this is changing rapidly, with many companies recognizing South Eastern Europe as a viable location for customer service.
As a Recruitment Director in a big corporation like TELUS International and working in the outsourcing sector, an industry that develops and grows very fast both in terms of workforce and size in the Bulgarian marketplace, I always try to stay up to date with the requirements that the industry poses to the labor market and the future trends.
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?
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.
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.
As 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?
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.
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.
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?
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.
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.
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 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.
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.
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.
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.
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 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.
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.
(English) 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.
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.
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.
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.
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 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.
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.
“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.
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.
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.
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.
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.
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.
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.
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 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.
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.
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.
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.
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.
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.
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.
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 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.
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.
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.
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.
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.
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.
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.
(English) 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.
It’s difficult to deliver exceptional customer experiences when the person doing the delivering is dying inside and dreaming of an escape.
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.
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.
Let’s face it. Attrition is a big issue for call centers – and perhaps even more so for outsourced call center providers.
(English) 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.
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.
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.
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.
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.
Building strategic customer relationships in the BPO industry, particularly with fast-growing clients, requires having lots of tools in your toolkit.
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.
(English) 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.
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.
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.
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.
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?
(English) 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.
“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.
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.
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 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.
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.
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
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
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.
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.
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.
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.
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 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.
(English) 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.
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.
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.
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.
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.
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?
What do ninjas, pigs, titans, batman and a soiree have in common? Nothing? Think CallPoint style. What unite them are the members of CallPoint 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 CallPointers 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.
(English) 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.
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.
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.
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.
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.
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.
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.