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Oh, the Places You’ll Go: The 4 Contact Center Location Considerations - Blue Ocean Contact Centers - ContactCenterWorld.com Blog

Oh, the Places You’ll Go: The 4 Contact Center Location Considerations

 

We talk a lot in this blog forum about partnership and who you should choose as an outsourcer contact center partner, but where you choose to outsource to is almost as important an element in the procurement process. Consider this post your GPS guiding you to the best location for an outsourced center using four points of directional reference: cultural alignment, labor force, business climate, and accessibility.

TL;DR – When it comes to contact center location, make sure you’re aware of the cultural alignment, labor force, business climate, and accessibility before partnering with an outsourcer.

Cultural Alignment

Agents must be able to speak the same language as your customers – and not only in a literal sense. Fluency and inflection are essential, but so is a native understanding of casual phrases and idioms that fit naturally into a conversation. Can your chat agents LOL along with a customer? Can your voice agents share TGIF sentiments with a caller? Equally important is a grasp of common pop culture references, favorite sports teams, or the latest blockbuster hits – it’s these small details that turn everyday interactions into exceptional customer experiences.

And it goes further than just being able to talk about these things in casual conversation – active listening provides a powerful opportunity to connect with a customer on a deeper level. Catching passing comments or picking up on tone of voice is key to personalizing the experience – and it’s often only possible when there is a strong cultural alignment between the agent and the customer.

Labor Force

The local labor force for any contact center partner you’re considering is a key element because it determines the quality of the agents who’ll be representing your brand and the size of the available labor pool. Elements of the labor force to explore are the local unemployment rate, average education levels, and overall demographics.

Unemployment rates give you an idea of how difficult it will be for your outsourcer to fill open positions. A high rate is indicative of a struggling economy, while a so-called “zero” unemployment rate means those open roles may sit unfilled for too long. Many regions in the US are currently experiencing this zero-unemployment landscape. This makes many Canadian urban centers attractive - with rates that are neither too high nor too low.

Education is indicative of the skill level of the local talent pool. Halifax, for example – home to our Blue Ocean offices – has one of the highest post-secondary attainment rates in North America. That means with our combined unemployment rate around 5% and our education rate (more 70% of adults in Halifax have completed a post-secondary program), we can access agents who are the right fit to support clients with complex service scenarios.

Business Climate

Local economics are often a direct reflection of the health of local businesses. Make sure you check out the general trajectory of the regional business landscape in any area you’re considering for your outsourced center. That includes a look at the political climate, tax rates, and overall community infrastructure. These elements will have a long-term impact on the quality of agents your partner can hire, the price you pay for your outsourcing, and the business decisions your partner makes over the years that will directly affect your project.

Another key consideration is how far your dollar will go. Though the quality of the customer experience trumps most arguments about price, ROI is still important to your business. That’s why it’s important to understand how the inherent differences between city- and rural-based contact centers will impact your bottom line – thriving metropolitan areas can come with a higher price tag, but what are the turn-over implications and costs in a rural location? Does a rural-based center have the talent pool to scale and sustain their workforce alongside your growth? Can they easily replace quality talent lost through attrition?

Also, consider factors like minimum wage and currency conversion. You can access an onshore program at a discounted rate if you are a US-based company just by looking north of the border where the American dollar is equivalent to 1.33 Canadian Dollars. That difference creates an exponential uptick in your ROI without any sacrifice to quality or cultural alignment.

Ease of Accessibility

We’re huge proponents of getting on-site at your outsourcer’s offices both before you make the final decision (we even recommend a visit before you even go to RFP) and also throughout the ongoing lifetime of the partnership. In-person visits help establish a stronger relationship and give you a window into exactly what’s going on behind the scenes. But if it takes a full day of travel plus 2 connecting flights and a 3-hour drive from the airport just to get there, is it really worth it? Just a few visits may be a lot of wasted days spent on travel. Plus, in the rare occasion of an emergency where you need to get on-site fast, extensive travel is going to perpetuate the problem.

Ease of accessibility is essential. Rural contact centers may seem like a great choice, but being hard to get to is what makes them rural. That’s why somewhere like Halifax, Nova Scotia, is actually ideal, with daily direct flights to most major US cities. With at least four flights a day to and from Newark in two hours, it’s as easy to access as any major US city on the eastern seaboard.

Choosing the Best Location for Your Contact Center

It’s not uncommon for location to be one of the last considerations in your process of determining a contact center partner. Most likely you’re more concerned with a partner’s range and quality of services, their industry experience, training programs, and performance rates. But even when it’s a last thought, the location of your outsourcer plays a massive role in your partnership. That’s why we advise that you keep these four points of consideration in mind.

Source: https://blueocean.ca/contact-center-location/

Publish Date: June 13, 2019


2024 Buyers Guide Cloud Contact Center Solutions

Page: 1234
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Premium Listing
iNextrix Technologies

iCallify
iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution.
This intelligent call center software is built to benefit all businesses, no matter what industry vertical they belong to. This call center software has features to empower different campaigns in different call centers and businesses.


3.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

4.) 
Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

5.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

6.) 
Allstream

Contact Center
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.

Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.

It has everything you need to deliver superior customer and employee experience.

7.) 
Alvaria

Alvaria Cloud
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.

8.) 
Alvaria

Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.

9.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

10.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

11.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

12.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.

13.) 
Callnfax

Voice & Video Services at the Speed of Business
CallnFax offers global virtual telephone numbers with Flat-Rate pricing, A-Z termination service with full CNAM support, and full-featured video meeting solutions. CallnFax has been delivering reliable solutions since 2009, accompanied with personalized customer support, designed for Call Centers, Contact Centers, and Global Enterprise.

14.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

15.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

16.) 
ContactCenter4ALL

CC4Teams
Contact Center solutions; that is what we do! So we know, like no other, that integrating natively with Microsoft, making our solution available on the same screen is what your customer contact team needs. CC4Teams enhances Microsoft Teams with features and adds additional functionality to use Microsoft Teams as a complete Omni-ChannelContact Center solution.

For example, CC4Teams adds our proprietary drag and drop IVR (no code needed), ad-hoc or scheduled call recording, operator attendant, historical and real-time reporting (integrates with Microsoft PowerBi), wallboards, home workers, supervisor functionalities, and skilled based routing directly to Microsoft Teams.
The intuitive CC4...
(read more)

17.) 
Contaque

Contaque VERVE
Cloud or On-Premise? Elevate Customer Experience Either Way with Our Contact Center Solutions!

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
 
Page: 1234



View more from Blue Ocean Contact Centers

Recent Blog Posts:
What Happens to Customer Service When Unemployment Hits Historic Lows?July 3, 2019
Keep Your Contact Center in North America Without Breaking the BankJune 24, 2019
Oh, the Places You’ll Go: The 4 Contact Center Location ConsiderationsJune 13, 2019
Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center VisitsMay 29, 2019
Up Where Expectations Soar: Customer Care in the Age of EntitlementApril 15, 2019
How to Engage Gen Z in the Contact CenterMarch 26, 2019
Blue Ocean Wins 2019 Silver Stevie® Award in 13th Annual Stevie Awards for Customer ServiceFebruary 26, 2019
Empowering Your Team to Deliver Kick-Ass Customer ExperienceFebruary 25, 2019
Are You Using 1999 Metrics to Measure 2019 Customer Care?February 7, 2019
Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?January 22, 2019

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