By Randev Dias, Senior Manager Professional Services at OpusCapita Group. The global business environment is in constant shift. As organizations adapt to changes triggered by socioeconomic, geopolitical and environmental factors, the expectations from business process outsourcing are also changing. Enterprises...
By Stefan Abadzhiev, Senior Sales Manager EMEA, TELUS International Europe - When the outsourced contact center industry started to flourish it was all about cost cutting for companies. Now, it’s much more; it’s about how contact centers can play a...
By Michael Mills, SVP, Global Sales and Solutions, CGS - Executives of businesses big and small are faced with many unique decisions as they tackle today’s challenging corporate landscape, while reviewing potential opportunities for growth. Should I expand globally? What...
By Dr. Karin Stumpf and Johannes Deltl, Managing Directors of Acrasio, Germany for the Outsourcing Journal Special Editions - In the last years outsourcing has seemed to slow down and dou- ble digit growth rates for providers are not achievable...
The strong growth of the BPO service provision sector in the recent years is a testimony of the model’s superiority over alternatives – most commonly captive Shared Services – to a significant group of businesses. The facilities, staff, process...

CRM-CEM 520x320We are living in a customers' world where concepts like customer experience or satisfaction are more and more popular. This means that competitive advantages acquired through brand, delivered services, innovation or price are all now common things. A new trend is nowadays hero meant to drive customers delight by analyzing, connecting and building strong relationships with the existing clients' base. In other words, managing the relationship with those who have chosen your services is the goal of our times.
Worldwide companies have easily understood and embraced the customers' centric orientation, since it effectively drives improvement in the financial results.

But how does this attitude influence the company's results? What are the measurable results?
• Increased loyalty, therefore retention of the existing base;
• A high Net Promoting Score (NPS) that generates new customers;
• Easiness in gaining new territories and valuable customers.

CallPoint_DeutscherPreis_640Der Outsourcing-Dienstleister CallPoint New Europe hat den Preis der Deutschen Wirtschaft in der Kategorie „Großunternehmen" erhalten. Der Dienstleister wurde für die Erhöhung seiner Mitarbeiteranzahl sowie der Entwicklung seiner Geschäftsbeziehungen mit Partnern aus Deutschland in 2011 prämiert. Der Preis wurde von Herrn Dr. Volker Treier, dem stellvertretenden Hauptgeschäftsführer des Deutschen Industrie- und Handelskammertages, überreicht.

gtai_contact_center_germany_640The contact center industry has been growing in the double-digit percentage range for years. With over 450,000 employees, it provides invaluable customer care support to a great number of industries in Germany and Europe. The ready availability of excellent employees and the blanket avail- ability of broadband provide you with an excellent foundation for your customer services operations in Germany. 


The Market for Contact Center Services in Germany

With nearly 5,700 contact centers and over 450,000 employees, the industry has attained considerable significance in Germany. 

social-media_640A new service attracts US Companies in Bulgaria, announced one of the leading outsourcing companies in Eastern Europe, CallPoint New Europe. The new service is called social media monitoring and it helps companies to better understand and measure their brand health and engagement with their customers’ community from all over the world in social media like Facebook, Twitter, LinkedIn, YouTube, blogs, message boards and forums. The call centre monitors millions of messages, comments and posts throughout the web and filters the ones that mention the company name, brand, product or any other assigned keyword.

The data is sliced and diced and the information is deeply analysed and organized in various reports. Furthermore, the operators can answer the authors, create new content or just engage with the loyal customers of the brand or react to negative and crisis online campaigns via one integrated platform. The service is delivered in 20 different languages, 24 hours a day, 7 days a week.

callcenter3Business experiencing slow economy almost try think in a negative way and a great number of establishments tend to discontinue their operations and start something new. But without knowing the actual conditions it is a sign of discomfort for many such companies and do not allocate the distribution of responsibilities in the appropriate hands. If we take an example of a contact centers service, there are many cost-reduction strategies that can effectively return the great losses and stabilize the business in certain period. Just need to check out the grey areas and reinforce strict boundaries to save money.

The cost-cutting strategies can be carried with the following four strategies that will position your contact center.