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Sad and Happy Goodbyes - FCR - Blog

Sad and Happy Goodbyes

Nobody likes goodbyes, right? Well sometimes we like them. I’ve had a couple recently in my life as a customer — one that I’ve fantasized about for a while and another that hit me by surprise and left me both happy and sad at the same time. Let me explain.

Happy Goodbye - Bye Bye Cable Company

I recently canceled my service with the cable company. Given that I was only using them for basic internet service, I opted for a local wireless provider and so far the quality of service is fantastic. For those of you who have read 100% of my tweets for the last 3 years (I know that’s exactly zero people) and this blog post, it doesn’t come as a surprise that I wasn’t terribly happy with the cable company.

For the most part the service wasn’t bad and the customer service folks were friendly and helpful, but there were a sprinkling of negative issues in my time with them. The moment I found a better deal I was poised to move on.

The first issue occurred when they didn’t tell me about an additional fee during the installation. I was just sort of pleasantly surprised when I got my first bill and not thrilled when they only credited part of that fee back to me because of a policy.

Next came the steady increases in my bill from around $40 per month to somewhere around $70 per month. They conveniently didn’t tell me about that during the sales process. When I inquired about improved pricing, they gladly offered a slight discount if I added cable TV to my plan which I assume would slowly ratchet my bill up closer to $100 once all of the discounts wore off.

The last issue was just the intermittent weekly loss of connectivity. They could see when my connection wasn’t working given that it would stop responding, right? And I’m sure they knew that my modem was old and probably needed to be replaced. What about reaching out proactively to make sure everything was still working properly and even sending me a new modem rather than asking me to drive to a store to get one? I realize that probably no cable company does this but one can always dream.

No this was not a sad goodbye. My hope is that the cable company, when looking at the reason I canceled, doesn’t just chalk it up to my stated reason of “don’t want the service anymore.” This was preventable and if they take the time to connect the dots, there were warning signs along the way.

Sad Goodbye - Bye Bye Melissa

I continue to be a big fan of Great Clips after observing their effective use of CRM to better remember their customer preferences. It’s a great way to fuel robust customer engagement. I ventured into my local salon last Friday evening for a haircut, sat down in Melissa’s chair, and quickly noticed the sign that said “Congratulations” along with flowers and cards. I asked her what it was for and, with a big smile, she said it was her last day.

Rewinding a bit, Melissa has cut either my hair or one of my kids’ hair at least a half a dozen times in the last year. Every time I enter the salon I’m greeted with a smile and a “Welcome to Great Clips.” And while I’m not sure she has my name memorized, she definitely calls me by name once she locates me in their CRM.

Over the last year Melissa has shared with me how she was just finishing up her bachelor’s degree and was so excited because her field of study would allow her to work with and serve elderly people. I was able to congratulate her after she graduated, and then by the perfect stroke of luck, was able to be there to say goodbye. She was leaving Great Clips after landing the job she had spent six years preparing for. How great is that?

Melissa and I aren’t BFFs and may never see each other again, but in the process of delivering and receiving great customer service we made a connection. I’m not even sure she did much more than be friendly, consistently do a great job at cutting my hair, and share just enough about her life for me to know her as a person. Needless to say, I felt compelled to give a little extra tip that evening.

Of course this is a happy goodbye but it was also a bit of a sad goodbye. The good news for Great Clips is that it’s not a goodbye at all. I’m still a customer and probably a more loyal one at that. Any company that hires people like Melissa, supports her in working toward her personal and professional goals, and then send her off in grand fashion is alright by me.

What goodbyes teach us

These two goodbye stories in many ways are polar opposites from one another. Ultimately I canceled with one company and increased in loyalty with the other. There are some lessons we can glean here.

  1. Sometimes customers are happy to leave because they’ve been aggravated at multiple stages in their customer journey. Don’t always take their stated reason for cancelling at face value but take the time understand all of the reasons why. This may require hard work. Otherwise, you run the risk of never realizing that, as in the case of the cable company, your sales process is dooming your customer relationship from the very beginning.
  2. We like to talk a lot about great customer service but there are times that customers aren’t leaving or staying because of your customer service. The customer service team at the cable company was always friendly and helpful but there was much left to be desired about the rest of the experience.
  3. When you have star performers on your team inevitably say goodbye to your organization because they took the next step in their career or followed their passion, it says a lot about your organization if you can send them off in grand fashion. It also says a lot when you support their growth and development all along the way.
  4. But hopefully many of your star performers get promoted internally and continue to benefit your organization. That’s worth celebrating too!
  5. Be sure to learn from those star performers, like Melissa, so you can hire and train other members of your team to engage customers in similar fashion. That way customers can always enjoy connecting with your staff regardless of who’s serving them. There’s probably a reason a hair stylist like Melissa gets more tips than everyone else. That shouldn’t be a mystery.

Speaking of goodbyes, I guess that’s about all I have to say about that topic. Goodbye for now!


Publish Date: December 21, 2018 5:00 AM

2021 Buyers Guide Outsourced Contact Center Services

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2P Perfect Presentation

Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:

• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
(read more)

31 West Global Services

We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.

Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
(read more)

Abante BPO

We are Abante BPO Contact Center services company with more than 16 years of experience in the sector. We specialize in customer service through specialized technology, and with a multilingual team. Our different operating centers offer high availability and unlimited performance, adapting the specific needs of our clients, and always operating under the highest quality specifications.

Advantage Communications

Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.

Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.

We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?

American Help Desk

Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.

Fusion BPO Services

Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.


Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.

Ballena Media

Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
-Contact Center Services
-Customer Service Support
-Sales Support
-Web Data Collection
-Telephone Data Collection
-Data Services
-Infrastructure Design
-Workforce Support
-And More
24/7 coverage, always finding the best solution for your business

Bgcomm Contact Solutions

Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.

Boomerang Marketing SA

BPO, Financial and Customer Services
Boomerang SA provides BPO, Financial and Customer Services. We are an Outbound Contact Centre with a proficiency of selling Short and Long Term Insurance products, as well as cross-selling Value Added Products. We provide Inbound Customer Services to the International Market. We service both B2B and B2C sectors, ranging from but not limited to Lead Generation, Appointment Setting, and a full sales spectrum.


CallForce Outsourcing Specialists
Delivering innovative,customised contact centre solutions from South Africa to the global market

CallNovo Contact Center

Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
(read more)


CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
(read more)

CLCA Call Direct

Virtual Assistant Services
Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.

Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.

This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p...
(read more)


Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.

We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.

Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
- Customer Care
- Technical Support

Consilium Software

Consilium UniCare™ Professional Services
As technological change occurs at a faster pace than ever before, organization with the industry-leading Cisco contact center platform need to get outcomes quicker, better and more predictably. By bringing in the subject matter experts from Consilium's advanced professional services, you get unparalleled knowledge which has been trusted for over 33 years, consistency and a global footprint. Give your Cisco platform a turbo boost by investing in Consilium UniCare™ professional services when it is time to design, implement, upgrade, or add / optimize third-party integrations.
• Cisco UCCE, PCCE & UCCX design, implementation and upgrades
• Cisco CVP VXML application development with PCI compl...
(read more)


We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
• Consulting

Costa Rica's Call Center

Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
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