Premier BPO

JUNE 28, 2024

A recent Forrester report reveals a concerning trend regarding the Customer Experience (CX) quality for US brands, falling for the third year and sitting at its lowest point since the inception of the CX index in 2016.

Customer Service 85

Customer Service BPO Co-Sourcing Service 85

Metasource

FEBRUARY 28, 2023

Ultimately, this helped businesses gain a competitive advantage, reduce costs, and improve customer service simultaneously. According to McKinsey , between 2016 and 2020, the amount of closed BPO deals with at least one digital component doubled and the amount of new deals with a digital component increased by 50%.

BPO 98

BPO Business Process Outsourcing Call Center Outsourcing 98

Magellan Solutions

MAY 3, 2022

In 2016, some onshore call center workers at Verizon engaged in a seven-week strike in the Philippines. The management believed that it would help the company in reducing costs while maintaining and enhancing the quality of customer service. The lower labor costs in developing countries make it possible.

Call Center 81

Call Center Outsourcing Offshoring Banking 81

Magellan Solutions

AUGUST 1, 2022

In addition, many companies providing international business services are including offshoring and outsourcing into their plans to reduce costs across nations. Technological advancements may slow the growth of some low-end services, perhaps lowering the required manpower from 525,000 FTEs in 2016 to roughly 482,000 FTEs by 2022.

BPO 40

BPO Jobbing Outsourcing E-Commerce 40

Magellan Solutions

MAY 6, 2020

In 2016, some onshore call center workers at Verizon engaged in a seven-week strike in the Philippines. The management believed that it would help the company in reducing costs while maintaining and enhancing the quality of customer service. The lower labor costs in developing countries make it possible.

Call Center 52

Call Center Outsourcing Offshoring Banking 52

3Pillar Global

MARCH 15, 2021

In 2016, the leading driver for using outsourcing services , according to business executives, was to cut costs. These burdens could be labor costs or a lack of in-house talent. 36% hope to reduce labor costs. 36% aim to increase capacity. 36% are looking to improve service quality.

Software 40

Software Outsourcing Labor Costs Robotics Process Automation 40