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(v)WeCare Technology - Blog

Page: 1 | 2

A Common Mistake Practised by Every Call Center!

Imagine a situation where food has been ordered, the delivery boy delivers the food and asks the customer whether or not, he/she enjoyed the food. Yes, certainly the customer would not be in a position to answer the question since he/she has not even tasted the food. At the most the customer can comment upon the packaging of the food or delivery time or the way the food was served. But that would certainly not help the company understand whether the food supplied to the customer was up to his taste and met his expectations.

A similar practice of instant feedback is followed by a lot of call centers. Most call center executives finish their calls before transferring the call for the automated service quality audit questionnaire by asking whether they could resolve the customer’s problem completely. Though the question is not wrong, but the timing of the question is surely wrong. In fact, the company should know and understand whether their service executives could effectively manage their customers’ requirements and handle all their problems.

The question doesn’t serve the company’s purpose because the customer is unsure of whether the problem has been resolved or not. The customer needs to hang up and get things done to realize whether the problem has been resolved or not.

How can a Call Center correct this mistake?

Well, the experts in the field of telesales suggest different ways to understand whether a customer’s problem is resolved completely or not. Primarily, it is very important to understand that why did the customer face such an issue, in the first place? If this question can be answered, the call center needs to resolve the issue as soon as possible. This would reduce the efforts of both the customer and the call center (the effort of customer service executive, who would handle the aggrieved customer and his/her fury).

The call center and it’s executives need to allow for a certain time period during which, if the customer doesn’t call back again for the same issue, only then the customer complaint can be closed, and it can be realized that the customer’s complaint has been resolved fully.


Publish Date: July 11, 2017 5:00 AM

5 Tips for Choosing the Right Contact Center for your Business

The best thing for any business is undoubtedly, witnessing a significant growth in its customer base. As much as it’s gladdening to see your clientele expand like never before, the news also brings along a new set of challenges for your business operations to overcome.

It’s obvious that when your business has a wide patronage, it also has to find newer and better ways to manage it all. There will be an increased number of queries, demands, grievances and more to handle after all. Larger the customer base, larger is the opportunity to serve them the best.

Having an experienced and trustworthy contact center helps a great deal in this regard. However, you can’t always build your own call center as it takes a considerable amount of investment, effort, time and management. The best option available these days is to outsource your customer service division. Choosing the right contact center for your business can be a task in itself. To help you choose the right outsourcing partner for your business, we have listed some quick tips that might be helpful in your search of the right contact center partner.

Here are some quick tips for selecting the right Contact Center for your Business:

  1. Test the Credibility: Since the Contact Center you hire will be handling the most crucial aspect of your business - your customers; you need to ensure that this team can be relied upon. Do check if your contact center partner is actually competent and certified for carrying out customer service operations. 
  1. Sample their Service: It’s only prudent to hand over a relatively small assignment to a new team in order to test their performance and efficiency before you trust them with more significant projects. Only when the service provider lives up to your expectations and requirements with a small task, will you be sure that you can entrust them with your important projects in the future.
  1. Technical Soundness: Carrying out and managing customer care operations, requires a sound and technologically advanced system. Therefore, you must check that the call center you are considering has a robust technology infrastructure so that you can be rest assured about a smooth and satisfactory customer service. 
  1. Commitment of Regular Reports: Your call center team will generally be located at a distance from you. In such a situation you need to set a system wherein you can stay in the loop with all the operations and developments going on at the other end. Therefore, you should only hire a team that commits to sending you regular and updated reports of their work, including live monitoring systems. 
  1. Financial Background Check: There are numerous Call Center Outsourcing Companies almost everywhere - many of which are not reliable. It’s absolutely imperative that you to look into the financial and legal standing of the call center that you shortlist for your business to be sure about whom you are going to trust with your pivotal tasks.


Publish Date: June 28, 2017 5:00 AM

5 Most-effective Social Media Practices for a Satisfying Customer Service

Social media today has gained an extremely powerful and wide reach, worldwide. This fact is well-recognized. It has gone way beyond just connecting long-lost friends, sharing pictures/videos and knowing new people. Today, this incredibly useful means is also being utilized for its immense customer care potential. It’s time to make the best use of this promising platform to reach out to existing and potential customers, to attract them, satisfy their queries and address their complaints, among a lot more.

Let’s take you through 5 supremely-helpful Techniques for encashing the benefits of Social Media in Customer Service:


  1. Train your Social Media Managers well: Almost all businesses hire a professional for handling and managing their social media operations. Before selecting a professional or a team, ensure that they are well-trained for the job, as social media is a double-edged sword. One has to be extremely prudent in its use to avoid unwanted trouble. It’s a path you should tread very carefully. If your managers are tech-savvy and are well-versed with all the pros-and-cons of this powerful tool, you’ll be better off. 
  1. Establish a personal connect: No customer is ever interested in being greeted by an IVR or an automated response by a bot. Hence, it would pay you well to go that extra mile in order to establish that distinct human connect with your customers. If you give them personal care online through your retail call center, they would feel truly cared for and this will lend your business a good repute.
  1. Be prompt in responding: Internet works at a supersonic speed, and everyone knows this well. Delayed responses or ignored complaints can harm your goodwill greatly. So if your business has a social media presence, then your managers or executives better be prompt in responding to your customers’ queries, complaints and feedback. The quicker the response, the better will be your PR.
  1. Know the dangers out in the open: Since everything that’s there on social media is out there in the public spectacle, having your business presence there means tackling a constant risk of possible mud-slinging or mean allegations. Your social media managers must be smart and deft at handling irate customers through a private chat/message, or a pacifying phone call, so that the issue is resolved privately and no bad impression of your company goes out in the public eye. The Call Center Outsourcing Vendors must take care of this fact.
  1. Employ a smart and reliable software: Although it is highly recommended that you get professionals for this job, it is also equally important that you provide them with an intelligent and dependable software for handling all your social media operations efficiently. Since it’s all technology-based, your managers will be rendered handicapped without the aid of a good system.


Publish Date: March 23, 2017 5:00 AM

Avail Call Center Outsourcing Services For Proactive Customer Support

Happy customers are the base of every successful business; with loyal customers, any commercial organization can reach the summit of success even while dealing with stiff competition. However, it is not easy to build a force of loyal customers, who can boost your business and help you in establishing market presence. In today’s stiff competition, businesses have to work hard to stand out and grab the attention of potential customers. Apart from this, it is not easy to keep your customers satisfied; customers expect quality in your product or service because finding another better option is not a difficult task for them. There are many organizations, who can give you a tough competition with their expeditious services and quality products. So, in order to survive in the business domain, you should make customer satisfaction your prime focus. Businesses that keep customer satisfaction as their main objective can experience unexpected growth in a short period of time, while those who don’t can fall apart unexpectedly.

After reading the last paragraph, you must be wondering what the main ingredient to formulate customer satisfaction is; if yes then here is your answer. The main ingredient to build customer loyalty is expeditious customer support services. Any business cannot thrive without a force of customer care executives, who have experience and expertise to handle both voice and non-voice processes. However, hiring qualified professionals for customer support can be a costly affair for your business. It is better to get in touch with any of the call center outsourcing companies for building a growth-oriented customer support process. There are many organizations that are providing voice as well as non-voice customer support services. You can easily get in touch with anyone of them to avail call center outsourcing services.

Outsourcing Call Center Services

Customer service is certainly the most crucial process that significantly contributes in shaping future prospects for a business. In the dynamic and highly uncertain scenario of the business world, customer service is a crucial factor that can affect the profit earned by a commercial organization. This is the reason behind the fact that compels businesses to seek professional guidance to make their business customer-eccentric. Call center services not only help businesses in rendering proactive support to the customers but also aid in managing a plethora of incoming requests. Call centers in New Jersey and many other parts of the world are equipped to manage a myriad of incoming customer requests thereby making businesses customer-eccentric.

In case, you are still not convinced to outsource call center services then just think about the money that you will be saving with this decision. One of the main advantages of outsourcing call center services is operational cost deduction, which of course is beneficial for your business. So, get in touch with a call center vendor and outsource customer support services to scale new heights in the business world. We are one amongst the prominent call center service providers and we surely can deliver services that can exceed your expectations. For more information get in touch with our representatives right away.


Publish Date: October 5, 2016 5:00 AM

Top 3 Call Center Tips For Dialing Into The Millennial Market

Millennials are a self-service, tech-savvy generation influenced by the ever-growing sway of social media, instant gratification, and quick access.

Millennials, categorized as anyone born between 1982-2003, represent the largest consumer market for annual revenue growth. It’s for this reason that the “wow me,” factor is vital.

Luckily, once you learn the tricks to winning over your Millennial market, their brand-loyalty is long-lasting.

With this young population drifting away from traditional call centers, and gravitating towards computer-based interactions, how does the art of good old fashioned costumer service fit in?

Social Media

Accessibility and convenience is king when connecting with Millennials. Therefore, bringing costumer service to the client via their social media channels creates a medium in which your company can connect, monitor, and influence the costumer to praise and promote your brand.

When it comes to social media, word of mouth spreads quickly. It is for this reason that a positive or negative costumer experience via Twitter, Facebook, Live Chat and Instagram is more critical than ever.

Social networks aren’t limited to a 9-5 schedule, either. Keep your costumers happy and loyal by always being present where they are. If your company isn’t proactive about contacting costumers and answering their questions quickly through social media channels, chances are you have already lost clients.


Millennials use their cellphones for everything but talking. The Millennial population picks up their cellphone to speak to elderly grandparents, or when the delivery guy calls with a pizza. That’s about it.

Millennials want on-demand service. If they have a question, the answer is at their fingertips.

They don’t want to be put on hold, or go through fifteen different prompts to find the employee who can help them best.

Win the game by getting to the costumer before they come to you.

Create Online Self-Help Solutions

Your website must be at the forefront of the costumer experience for Millennials. This generation embraces the idea of self-service, rather than waiting for a call or email from a costumer service representative.

FAQ sections, troubleshooting guides, or a community forum in which other customers can ask and answer questions, helps create the experience Millennials want.

Keep your Millennial consumers connected by cutting the cord with antiquated costumer service call center methods.

Don’t forget to subscribe to the Vcare Blog today for customer care best practices, industry news, and helpful customer service tools right to your inbox.



Publish Date: August 16, 2016 5:00 AM

5 Questions To Grill Your Next Call Center Vendor

Outsourcing all comes down to value.

Outsourcing anything is hard. It requires a lot of trust. But if you pick a bad partner, you can always cut your losses and move on.

When it’s your customer service, though, it’s harder. It means you’re trusting someone else to care for your customers. If you pick a bad partner, you don’t just have to explain the bad investment to your superiors; you have to win back the trust of your customers.

There are plenty of myths about call centers and outsourced customer support. We’ll lose control of our customers! How could a partner know as much (or more!) about our products as we do! We don’t have an “outsourcing culture!” We’ve shown in the past why these beliefs just aren’t true today.

There’s also a dirty little secret about outsourcing that call centers don’t want you to know. Once you know the secret, it actually changes how you search for a call center partner.

At this point, you’re really well equipped to find the perfect outsourced customer service partner.

There’s only one thing left for you to look for when comparing call centers. And it’s the most important thing…

Which of these partners will create the most value for me, my company, and my customers?

How an outsourced customer service partner creates value for you is the key to finding the right partner. If they can’t ensure that your customer service operation will be a profit center, and not a cost center, then this long-term investment in your customer experience will be for nothing.

So without further ado, here are the five questions to grill your next potential call center partner on.

The 5 Customer Service Metrics To Ask For

In your conversations with call centers and outsourced customer service partners, there are key data points that you should ask for. Forget fancy case studies, and ignore minor differences in hourly rates for a moment. These are metrics we use across the industry, and they will paint a clear picture for you.

I’m confident in how much value we create for our clients. So much so, that I’m happy to share our numbers so you can easily compare with other potential partners.

  1. Conversion Rates

“What are your clients’ typical conversion rates?”

Across the industry, conversion rates of 10-15% are considered good.

Conversion rates for our clients are 15-20%.

  1. Repeat Purchases

“How frequently does a customer come back to purchase again?”

This number varies more, depending on your industry, but Internet Retailer has indicated in the past that anywhere from a 30-50% repeat purchase rate is good.

Repeat purchase rates for our clients are 85%.

  1. Customer Satisfaction (CSAT)

“What are your clients’ typical CSAT scores?”

According to many industry insiders, a SCAT score of 70% would leave most COOs satisfied.

Our CSAT scores are over 80%.

  1. Project Management Costs

“What do you charge for Project Management?”

For an outsourced team of 30 customer service reps, a typical fee for Project Management may be $7,000.

We don’t charge our clients for Project Management. Zero.

  1. Onboarding Costs

“What do you charge in the first month or so to get the team off the ground?”

Typically, call centers will charge around $15,000 when onboarding a new client.

We don’t charge for onboarding. Our team gets right to business.

A Bonus Metric

When it comes to driving repeat purchase, customer satisfaction, and reducing costs, we outperform the pack. The final metric that should be on your mind? Ah yes, the magical Hourly Rate. I’m more than happy to share what ours is (spoiler: it’s lower than the industry average).

Reach out to myself, or one of our Care Specialists today, and we’ll talk you through our numbers. At the end of the day, we create more value than any other outsourced customer service partner in the industry, and we’ve got the numbers to back it up.

And don’t forget to subscribe to the Vcare Blog today and get customer care best practices, industry news, and helpful customer service tools right to your inbox.



Publish Date: July 26, 2016 5:00 AM

The Dirty Little Secret For Finding The Best Call Center Partner

I have a confession to make. The call center industry has a dirty secret.

Like most, you might think that all call centers offer the same services. If you search for a call center partner to handle some or all your customer service volume, you’re met with similar sounding pitches, similar pricing, and similar business models. On-brand support! Omnichannel coverage! White-gloved service!

If that’s the case, then what’s the factor you’re most likely to rely on when picking a call center vendor?

“Do you work with companies in our industry? Have you worked with a company just like ours before?”

It is natural to try and separate similar options based on an intimate understanding of your industry, your business, and your products.

But the dirty little secret is that a call center is a call center. If it’s run well, then it doesn’t matter if your potential partner has a laundry list of industry-specific case studies. Even if a great call center doesn’t already have experience in supporting transactions of luxury handbags, wind turbines, or last minute flights, a top tier call center should be able to ramp up on your industry and inventory almost overnight.

Not only that, but a well-oiled call center will even perform at parity with another partner who has worked in your industry for years.

How is this possible? The truth is, a great call center is a machine built on great processes. From hiring and training, to goal-setting and measurement, to team morale, to scalability, the process makes a top-tier call center. If there are great processes in place, then a call center’s performance for a new client will be identical to that of existing clients, regardless of the industry.

And the biggest differentiator that businesses should be using to determine which call center partner they select is flexibility.

Are you talking to a partner, or just a supplier? Will your call center team be flexible when it comes to contract terms, training, and schedule changes? Now that’s a great partner!

But these true differentiators take a little bit of digging to find. If you don’t look for them, then all you see is a field of similar call center partners.

And call centers know that this is a natural reaction to perceived parity. They play up the fact that they’ve worked with companies in your industry, selling products that may be exactly like your products. When, in reality, that fact won’t impact your bottom line.

Here’s the key thing that you already know: your company is unique. Even if a partner has experience within your industry, that doesn’t mean that they will perform better based on your unique products, services, and business operations.

You’re either working with a great call center who will measure themselves against the metrics that matter – like customer satisfaction, Net Promoter Score, and up-sell/cross-sell revenue – or they won’t. It’s that simple.

I know, it’s hard to believe. But I’m sharing this secret with you so that you can make better decisions for your customer support team in the future.

So remember, when you are comparing call center partners, look beyond the case studies. Try to dig into the call center’s processes, how they hire, how they train, and how they measure success. And try to gauge how flexible they’ll be with your team. In this business, flexibility builds trust, and trust ensures a successful partnership.

Now it’s your turn! What do you look for in a call center partner?



Publish Date: July 12, 2016 5:00 AM

3 Steps To Turn Customer Care From Cost Center To Profit Center

What if I told you that the call center could be one of the biggest revenue generators in your entire enterprise?

Today, the call center is seen by many COOs as a cost of doing business – a necessary evil – rather than as a revenue generating group.

This negative perspective didn’t start overnight. It’s the result of a much broader changing tide.

Five or ten years ago, core call center activities would perform efficiently and effectively. Take outbound sales, for example. You had a challenge, and the typical buying behavior was to reach out to a salesperson, or have them reach out to you, to discuss potential solutions.

Today, though, consumers do their own research on the web, talking to salespeople as a final step (if ever at all!). Customers are also more interrupted than ever, with a million calls, emails, and advertisements vying for their attention. They screen cold calls, ignore solicitation emails, and are harder than ever to get in touch with.

Because of these new customer behaviors, when today’s call centers do outbound sales, they perform very poorly. This means that those activities are dragging down the efficiency and effectiveness of the overall call center team.

But the other side of the call center – customer service – is blooming because of those same changes to consumer behavior.

Customers want on-demand support, constantly putting calls into the support team looking for help with their service. When they do, effective customer care specialists can upsell and cross-sell organically, offering advice around complimentary products or service upgrades, and doing so in a non-interruptive way.

If the customer is calling about the shoes they just purchased, a good customer care specialist will be able to weave socks, shoe polish, and insoles into the service conversation. Today, this is the most efficient and effective way to create revenue through the call center.

Call center revenue generation doesn’t happen without a detailed end-to-end process, though.

These are the three big concepts to consider when building out your call center process for real revenue generation:

1. Training in the Art of the Soft Sell


Selling is not the primary function of customer support, but that doesn’t mean Care Specialists don’t need to be good at the soft sell.

Ensure that you’re training your customer support team to get to the heart of the customer’s challenge, steer the conversation around cross-sell and upsell opportunities, know the inventory and catalog inside and out, and don’t apply pressure. Your training program should revolve around the power of support and suggestion.

2. Set Goals & Objectives for Clarity


While the aim is not necessarily to create a sales culture within the customer support team, clear goals and objectives do need to be set so that the team knows what they are shooting for.

How much should your Care Specialists be selling each month? Based on their volume, how does that translate into conversion levels? What’s the average revenue per call across the team? With clearly defined metrics in place, this level of tracking becomes easy, and by monitoring how individual Care Specialists are performing, then they can be strategically motivated through positive feedback, incentives, and end-of-year performance appraisals.

3. Supercharge Conversions with Predictive Analytics


Finally, incorporating big data. Your customers have very particular tastes – no two are alike. How then, can a Care Specialist know what products or services to recommend? The answer lies in the customer data.

By knowing what customers have purchased in the past, and knowing what products and services generally complement or follow a purchase, the Care Specialist can truly add value to the customer experience.

Amazon has been a long-time leader in this kind of predictive analytics, and every company investing in customer experience should be following suit. By being smarter with data, it’s going to be easier to sell, the team’s conversion rates will increase, and the cost per interaction will decrease.

The Big Picture on Customer Care


At the end of the day, the goal of the customer support team is to provide the best possible level of service. For the call center to start driving real revenue, instead of simply being a cost of doing business, Care Specialists need to strike a balance between creating a great customer experience and being on the lookout for soft-sell revenue generating opportunities.

To be able to do that, the customer care team needs to be properly trained on cross-sell and upsell skills, they need to understand their team’s goals and individual objectives, and they need the support of predictive care analytics to supercharge their conversion rates.

Is your call center simply a cost of doing business, or is it a revenue generating machine?

And don’t forget to subscribe to the Vcare Blog today and get customer care best practices, industry news, and helpful customer service tools right to your inbox.


Publish Date: June 15, 2016 5:00 AM

Boost NPS & CSAT Through Customer Mirroring

We’ve been talking about Customer Mirroring℠ with our clients for years. It’s a process that we pioneered, and it’s a part of the Vcare secret sauce that has helped our clients achieve industry-leading NPS and Customer Satisfaction Scores.

What Is Customer Mirroring?

First, let’s start with a definition. Customer Mirroring℠ is the process of identifying, hiring, and training groups of customer service specialists that have similar personality, interests, and motivations as the customers that they serve. To maximize your customer service team’s effectiveness, your customer service specialists should essentially ‘mirror’ your customers. Thus, Customer Mirroring℠.

What Magic Happens With Customer Mirroring℠?

At Vcare, we believe in the Customer Mirroring℠ methodology so passionately, that we built our company on it. Customer Mirroring℠ is one of the key reasons that 85% of our clients’ customers come back to purchase again. These people keep coming back because they’re able to connect with our customer service specialists more quickly and completely.

Because our specialists are very similar to our clients’ customers, those customers have more trust in them, in the interaction, in the product, and in the brand. More than 8 out of 10 Vcare interactions lead to customer loyalty for our clients, and that leads to greater advocacy, which leads to more new customers. Customer Mirroring℠ creates a virtuous cycle of loyalty and advocacy that actually contributes directly to the bottom line.

A Real-World Example of Customer Mirroring℠.

One of our clients, Ugg Australia, came to us for an outsourced customer service solution. Uggs has a very specific target customer, based on interests, demographics, and psychographics, so we talked to them extensively about our Customer Mirroring℠ methodology.

We hired people understood the Ugg Australia brand, who had a pair of Ugg boots, who were similar to those target customers, who not only could talk about the Ugg brand, but were really passionate about it.

Of course, these qualities that were mirrored from Ugg customers made it easier to train these new care specialists, easier to motivate them, easier for them to be interested in the industry. But more importantly, it helped with empathy, it helped with communication, it helped with customer satisfaction, and it helped with first-touch resolution.

This is where the investment in the Customer Mirroring℠ methodology pays off. And Ugg Australia isn’t unique – this process is part of what makes Vcare special. This is an inherent value for all of our clients and their customers.

Without Customer Mirroring℠, Customer Support Is Destined To Fail.

When you think about it, the Customer Mirroring℠ methodology should be a part of any customer service & support hiring and training process. Without it, how could you ensure that your customer service representatives would engage your customers efficiently and effectively?

If the people on the other end of the phone, chat window, email thread, or social media post are not similar to your customers, then how could they instantly empathize, form a bond, and understand one another?

The more urgent question is, are you missing out on revenue as a result of this? Ask yourself what your repeat purchase rate is, and if Customer Mirroring℠ would improve it. Would your NPS and Customer Satisfaction scores be higher if there was more trust between your rep and your customer?

Outsourcing? Here’s How To Tell If Customer Mirroring℠ Is Happening.

If you’re already outsourcing your customer support, then there’s almost a guarantee that Customer Mirroring℠ is not happening. Some questions you should be asking your partner are where they hire from, how they hire, and how they train.

If they don’t give you, the brand, any have control over the hiring process, or if the contact center you’re working with hasn’t asked for customer profiles, statistics, and demographics, how could they possibly execute on Customer Mirroring℠?

If your outsourced call center doesn’t maintain a database of applicants and specialists with interest data, profile data, and behavioral data, then they can’t call upon the right people to talk to your customers.

Are you already outsourcing your customer service, and have questions about Customer Mirroring℠? Or, if you have an in-house customer service department and want some insight into the Customer Mirroring℠ methodology, reach out to a Customer Care Specialist at Vcare today.


Publish Date: April 20, 2016 5:00 AM

How To Achieve Industry-Leading Customer Care Through Hiring & Training

In our sessions with clients, and with prospective clients, the question inevitably comes up.

How can you promise such high satisfaction scores, first-touch resolution rates, and customer service cost reductions?

While it’s more fun to talk about the Vcare “secret sauce” – our answer is always the same. We pair a strategic Customer Mirroring℠ methodology for hiring with an in-depth training and on-boarding process for newly hired customer care specialists.

The Customer Mirroring℠ that’s built into the Vcare model enables us to find and staff the perfect customer care team to support your specific customers, and do so at scale.

And it’s the in-depth training that we provide to every single customer care specialist enables us to promise such high returns to our clients, both in customer satisfaction and in repeat revenue.

What Should The Hiring Process Look Like?

It’s not sexy to talk about “process,” but the fact remains; it drives revenue for our clients.

After the Customer Mirroring℠ process has provided us with a bevy of candidates similar to your customers’ buying profile, interest graph, and motivations, there are still a few steps left before we begin to hire and on-board.

First, there is a series of phone interviews to gauge their oral communication skills. If the candidate is great over the phone, the next virtual step is a brief typing quiz. We need to gauge their ability to communicate through text, and we judge for grammar, spelling, tone, and speed.

Then, the real fun starts. The next phase of our hiring process is in-person, at the local Vcare offices, to meet with our Human Resources team and discuss their strengths and weaknesses, passions and interests, their proctivity for working in a team atmosphere, and their passion for helping people.

Once they make it through to our Operations team, they are given very real customer care situations to role play, pulled from real-world Vcare customer scenarios, and their creativity and performance under pressure is gauged.

In this type of real-world, high-pressure environment, we can see their natural traits and tendencies, and judge whether or not they would make a great addition to our client’s team.

After Hiring, What’s The Ideal Training Flow?

Once the team of customer care specialists is hired for a new client, training is where the money is made. This is where we invest heavily in the team, and the team pays dividends for our clients, in the form of customer satisfaction scores and repeat purchases.

With a new client, we’ll collaborate closely on the training schedule and material. We build a custom wiki for each client, with material reference-able by the team on-demand. There is only so much that can be absorbed during group training sessions, so this just-in-time training layer of the custom wiki ensures no question goes unanswered.

In the first batch of group training sessions, we’ll actually have our clients come on-site – generally the VP of Customer Service or Head of Customer Experience – so that they can participate and facilitate to the degree that their brand guidelines require. This also adds another layer of flexibility and depth to the Vcare process.

The training sessions themselves progress throughout the day, with quizzes every hour to gauge understanding, stimulate learning, and reward success. A short midterm halfway through the day serves as a cut-off point; unless they receive an 85% or higher, training for them is over. The second half of the training has much more role play and situational analysis. What are good interactions? How did that call go badly? Our trainers run through mock calls and customer exchanges, gauging success and educating along the way. A final is given at the end of the day, and, again, 85% is the cut-off point for a Vcare specialist.

Once they’ve become a customer care specialist and joined a team, they move into a shadowing phase with a Vcare mentor. Those fresh from their training will now sit, watch, and listen to more experienced care specialists; they may watch email threads, live chats, or take notes during customer support calls.

Over the course of the next several days, the new care specialist will work with their mentor, splitting the workload, receiving feedback, and ramping up as quickly as possible, until they’re ready to take on a full customer support workload. Even after they get to 100%, they still connect regularly with their mentor for questions, feedback, and ways to optimize.

The Price Of Industry-Leading Customer Care

This may seem like a rigorous training model – and that’s by design. Our clients receive the best customer care because we build their team from the ground up, not just to understand the brand and the products, but also to be equipped to serve our clients’ customers in the fastest, friendliest, and most effective way possible.

Nobody said industry-leading customer service was easy!

Are these the hiring and training standards that you hold your customer support team or partner to? Let us know your thoughts on how to become the customer care leader in your industry on Twitter by mentioning us @vcaretec.

And don’t forget to reach out to a Customer Care Specialist at Vcare with any questions about outsourced customer service or call center services.


Publish Date: April 1, 2016 5:00 AM

Pros and Cons of Customer Care Onshoring, Offshoring, and Nearshoring

There are a lot of outdated myths out there about outsourced customer care, and we’ve dispelled the biggest ones recently on the Vcare blog.

Outside of the common misconceptions, though, we often get questions from clients and customer experience executives about the Pros and Cons of their outsourcing options.

In this article, we want to break down customer service onshoring, offshoring, and nearshoring, giving you the full picture of risks and rewards associated with each model.

At the end of the day, whether you’re in retail and ecommerce, wireless and telecommunication, or a healthcare or insurance provider, you need to look at customer support holistically, not on a just on a transactional basis.

When you look holistically at the benefits of increased Net Promoter Scores (NPS®), Customer Satisfaction (CSAT) scores, the increased efficiency in an onshore environment, and the personal connection that’s able to be built with your customers – these are the ingredients that create amazing support experiences that drive customer advocacy.

Rather than only look at price per hour or price per transaction, take into account the 360° picture of customer satisfaction, customer support efficiency, and overall customer experience.

Onshoring: outsourcing a practice area to a firm within the US (if you’re based in the US).

  • CON – On a per-transaction basis, this is usually the most expensive option for customer support because of wage levels and cost of living. However, this also means…
  • PRO – Highest quality, simply put. Onshoring also can result in…
  • PRO – An instant customer connection; no lag; accent neutral; more efficient – won’t have to ask to repeat name, issue, zero language barrier. This is one of the foundational elements that…
  • PRO – Enables Customer Mirroring, which creates the foundation of excellent customer experiences. These customer experiences generate advocates, which then leads to…
  • PRO – Onshoring customer service pays for itself in the long run, as the customer experience is significantly better, overall. This enables the brand to more easily build customer loyalty, which increases order values, purchase frequency, and the likelihood that the customer will share the brand experience with friends and family.

Offshoring: outsourcing a practice area to a firm far from the US (e.g. Eastern Europe, APAC, etc).

  • PRO – The clear pros for offshoring are the efficiencies gained from the cost of labor, along with a high technical proficiency.
  • PRO – Transactionally, this is also the least expensive option per call, per hour, or per issue; however, this low cost invariably results in one thing…
  • CON – Lower quality, simply put. Not only that, but…
  • CON – There are invariably language and accent issues. Many companies do accent training in an effort to have their agents become more accent-neutral, but since it isn’t their natural way of speaking, accent issues still come up post-training, and continually when as reps are hired.The ultimate impact of this is a connection gap between the rep – and your brand – with your customer. This is especially true in industries like healthcare or retail, where customers are looking for a very personal connection, but still relevant in other industries, like wireless and telecommunication.
  • CON – Another way that language and culture creates a barrier is with your customers’ names. It is very common that an offshore representative won’t immediately know your customers’ names, causing them to ask your customers to repeat themselves or ask them to spell out their names.The combination of your customer repeating their name and spelling out their name – especially for relatively common names, in your customer’s eyes – builds an emotional wall between the customer and your brand, making it nearly impossible for your customer to build a connection with your brand during the exchange.
  • CON – With your customers, the offshore reps will be working overnight hours, which usually means less efficient work, attention to brand guidelines and customer details, and can impact overall productivity.
  • CON – Finally, offshore staff has notoriously high turnover, which can result in wild inefficiencies in onboarding, brand fidelity, and quality.

Nearshoring: outsourcing a practice area to a firm very close to the US (e.g. Latin America).

  • PRO – In structure, this is very similar to an offshoring model. The only advantage is that there isn’t much time difference, if any, meaning that reps’ working hours are similar to normal working hours. This, in turn, can mean that employee home & family life may be stronger, and motivation levels can be higher.
  • CON – The major negative with nearshoring is that it is nearly impossible to effectively do Customer Mirroring with your hiring and training practices. You will find reps that may be similar in some respects to your best customers, but not in all respects, and the cultural differences will make it very difficult for reps to build a connection with your customers.
  • CON – Another nuance with nearshoring is that holiday schedules will differ, as do cultural norms. This means, unfortunately, that some rapport building with your customers is inherently lost.

Have you had challenges or successes with any of these customer care models? Let us know on Twitter by mentioning us @vcaretec.

And don’t forget to reach out to a Customer Care Specialist at Vcare with any questions about outsourced customer service or call center services.


Publish Date: March 15, 2016 5:00 AM

23 Customer Care Best Practices From Retail Leaders

For online retailers, customer service can be a huge differentiator, and a secret weapon for customer advocacy. Customer expectations today are higher than ever, and the customer support training, resources, and investment required of today’s leading retailers can make the challenge of creating amazing customer care experiences seem insurmountable.

At Vcare, creating amazing customer service experiences is all we do. To help customer experience and operational leadership at the world’s largest retailers simplify and streamline the process of customer care, we’ve designed an exhaustive methodology for measuring their omnichannel customer service experiences.

But without the right people in place, even the best methodology can’t be successful. We also have a rigorous hiring and training process that our Care Specialists undergo when they join one of our clients’ teams. Each Care Specialist is trained on not just how to create amazing customer service experiences, but why those experiences are so critical to our clients’ success.

First and foremost, it’s about building a relationship with your customers, which we spark through our innovative Customer Mirroring hiring approach. The metrics we use to measure omnichannel customer service experiences are core to a good relationship, and therefore, are core to a good shopping experience.

These are the precursor to creating passionate brand advocates that purchase more, shop more frequently, and recommend the brand to friends.

Step 1: Attitude.

For Care Specialists, it starts with their attitude toward creating a great experience.

  • Greeting – how are you opening the experience? Does your greeting match the channel that the customer has initiated his or her customer support experience?
  • Tone – how is your tone of voice, or more importantly, how will it be construed by the customer? Does it begin to build rapport and connection, so as to facilitate an efficient and effective resolution?
  • Professionalism – do your words, timing, and tone reflect a high degree of professionalism? Will the customer find your level of professionalism well aligned with the retailer’s brand and image?
  • Personalization – how can you make the conversation personal for the customer? Are you asking the right questions and gathering enough information at the outset of the support interaction to enable a highly customized, personalized customer experience?
  • Empathy – do your words and tone convey the empathy with the customer, who is just now experiencing a service difficulty? The customer not only wants to be understood, but also wants to feel that the person helping them with their issue truly supports them, and will accept nothing but the utmost satisfaction in their shopping experience.  

Step 2: Flow

. Then, it’s all about creating the right communication flow with your customer.

  • Engagement – how are you ensuring that the customer is fully engaged in the support exchange? How are you combating periods of silence or distraction? How are you appropriately moving the support conversation forward, based on the channel?
  • Hold Procedures – are you putting the customer on hold only when absolutely necessary? If you do have to initiate a hold period, what steps are you taking to minimize its duration? Are you ensuring a great experience, even while the customer is on hold?  
  • Interruptions – what steps are you taking to minimize the customer’s interruptions? Are you interrupting the customer, or do you let them fully begin and conclude their thought process? Are you strategically reading the customer and respectfully leveraging interruptions to move the customer service experience forward efficiently?

Step 3: Technical

From there, Care Specialists need to be highly technically proficient.

  • Ticketing – how are you creating and managing the ticketing process to ensure that the issue is logged correctly, discoverable to the team, kicking off resolution processes, and highly indexable for later analysis?
  • Handling Duplication – are you able to quickly and easily identify duplication and manage duplicate tickets? Duplication management is one of the keys to a streamlined customer support system.
  • Detailed Descriptions – are you including enough detail in the analysis and ticketing of the customer’s issue or challenge?
  • Accurate Responses – based on the customer challenge, are your responses as technically accurate as possible?
  • Grammar & Spelling – is your ticket technically accurate with respect to spelling and grammar, ensuring easy team discovery, indexation, and post-resolution analysis?
  • Documentation – is the technical documentation fully up to the standards set by the brand and within the customized support process outlined by leadership?
  • Customer Information & Classification – is all of the customer information accurate based on the data available and your exchanges with the customer? Have you classified the customer, issue, and resolution path correctly?
  • Process Accuracy – how accurate have your customer care actions been during each step of the customer support process?

Step 4: Resolution

Finally, it’s about identifying opportunities and resolving issues the first time.

  • Finding The True Issue – have your communications with the customer uncovered their true challenge or issue?
  • Active Listening – are you actively listening for customer queues that help you move swiftly toward a positive resolution, in the eyes of your customer?
  • Creativity – are you being creative in your solution, exhausting all options and resources, to ensure that your customer is thrilled with the resolution of their issue?
  • Attempting De-escalation – have you taken all appropriate steps to de-escalate the issue, creating a less taxing support experience both for the customer and the brand?
  • Setting Expectations – have you set reasonable and accurate expectations with the customer, ensuring that they won’t be surprised by the ultimate resolution of their issue?
  • Closing & Recap – did you close out the customer interaction in a positive way, recapping the challenge they were facing, the steps you took in solving their issue, and any next steps that might be needed from either party?

Are these the standards that you hold your customer support team to? If you have other retail best practices for creating amazing customer care experiences, let us know today on Twitter by mentioning us @vcaretec.

 Don’t forget to reach out to a Customer Care Specialist at Vcare with any questions about outsourced customer service or call center services.


Publish Date: March 8, 2016 5:00 AM

The 6 Most Outdated Myths About Outsourced Customer Service

We’re about to break down the six biggest myths in outsourced customer service for you. These are myths that have been propagated for decades – you’ve likely heard many of them before – and they apply to all industries, from Retail & Ecommerce, to Wireless & Telecommunications, to Health Care.

But first, let’s take a moment to talk about you, the customer experience executive. Often, when you first start the dialog within your company about outsourcing, you can be met with some serious pushback…

Bill in Marketing & Communications…“But they’re our customers – only we can help them!” and…Steve in Product & R&D…“Who could possibly know our products and services like we do?” and…Cheryl in Operations…“We’ve never outsourced anything before – we can’t start now!”

But the reality is that outsourcing is like any other strategic business activity. The goals are to maximize outputs, minimize investment, and communicate transparently, both inside the firm and with the firm’s partners and vendors. Today, there are firms surviving specifically because of their ability to outsource the right business activities with the right partners.

If you were to bring in an outside firm to handle any other aspect of your business – legal, logistics, operations, advertising – you need to do your research and find not just the best partner for the job, but the best partner for your firm.

A partner who doesn’t communicate often enough, transparently enough, or effectively enough is not a good partner, and any strategic initiative will be doomed from the start.

That’s why everything we do at Vcare is done with transparency in mind, from our call center services, to our data analytics, to our CSAT scores, to our Customer Care Specialists, themselves. That’s what makes a good partner, and that’s what makes outsourcing anything a success.

So, by looking at outsourced call centers and customer support through this lens, we are able to see through these common myths, thoroughly debunk them, and get you back on your mission to minimize cost, keep your customers thrilled with your brand, and maximize the ROI of your customer care experience.

Here They Are…The 6 Most Outdated Myths About Outsourced Customer Care

1. “We will lose control of an outsourcing arrangement!”

Often, there’s a fear that by outsourcing something, you will lose control of it. In reality, though, when you bring on a partner who strives for collaboration and transparency, you actually have as much control over the discipline as if it were your own staff.

From the point of kickoff with a partner like Vcare, from the way that the processes are set up, to the method of brand, product, and culture training, to how calls, emails, and live chat need to be handled, to the staffing and scaling of the Customer Care Team, you have full control over how the whole machine works.

With the right outsourced call center partner, you’ll also get dashboards, core metrics that align with how you measure success, and detailed analysis reports so that you can stay on top of the day-to-day customer experience. Ideally, you can even audit calls, emails, and other customer service contacts, see how everything is running, and make recommendations or collaborate on optimizations, as we hope our clients do.

It’s all about clear two-way communication, data sharing and accountability, and choosing an outsource partner that embraces transparency.

2. “We will lose skill-set in the department!”

Fortunately (or unfortunately, depending on your particular point of view), when you outsource a call center or your customer support experience, it’s not as if the whole operation is going away, and you never have to touch it again.

The reality of the situation is that you are still going to have collaborate with the vendor on the customer care process, benchmark core metrics, analyze customer care reports, monitor the customer experience, audit calls and contacts, and optimize the customer support machine.

By having brand leadership and customer experience executives fully engaged in this process, the customer service skill set is actually honed even more when you outsource, as you’re hyper aware of all of the holistic elements, and you have an expert team helping you along the way.

3. “We’re not sure how the outsourced call center will treat our customers.”

This might be the easiest one on our list, as Vcare clients remain tightly connected to their customers. Our brands see the customer care reports, they audit their customer support calls, and they even jump in to optimize our co-created processes over time.

And that’s not just after the fact, either – our clients can even jump in on calls and messages in real-time. We provide our clients with transparency and unlimited control over their customers.

4. “But how can the outsourced Care Specialists be as effective as our own people?”

This myth is understandable, and we hear this concern a lot. Unfortunately – and it pains some customer experience executives to hear this – but our collaborative process actually breeds the absolute best Care Specialists for your brand and for your customers.

By setting up a very solid process, conducting rigorous brand training with our expert trainers alongside your Marketing and Customer Experience leaders, and completely absorbing your corporate culture and brand, we position your team of Customer Care Specialists for success.

You have put immeasurable hours and sweat equity into your brand. We make sure that valuable branding shines through to your customers in every interaction with our Care Specialists.

5. “But we’ve tried this before, and we can’t try it again!”

As with anything, sometimes you don’t succeed on the first try with an outsourced partner. That doesn’t mean, though, that all future failures are doomed.

It’s about learning from the past and finding the right partner who preaches collaboration and transparency. One who will build a process together, who encourages co-analysis of data, and one who is invested in your brand and your customers.

The brand executives, too, need to be at the top of their customer experience game, even (and especially) after a partner is brought on. Monitoring, optimization, and strategic vision are necessary for any outsourced initiative to succeed in the long run.

6. “We’ve never outsourced before, though!” or “That’s just not our culture!”

 If the status quo was the way that all firms operated, then we wouldn’t have Apples, Amazons, Fords, or Pixars – we wouldn’t have any innovators at all!

Just because your firm has handled customer care one way in the past, does not mean that there may be better, more effective, more efficient alternatives in the market worth exploring.

There are many benefits to an outsourced partner in customer care, major efficiencies that are created in working with many brands across a set of specialized industries with similar needs. The right partner is able to incorporate learnings more broadly, integrate best practices more efficiently, and ultimately, lower costs while maximizing the customer experience in the process.

That’s what we do at Vcare – why not let us show you?

 Which of these myths have you experienced in the past? Have any we missed? Let us know on Twitter by mentioning us @vcaretec.

 Don’t forget to reach out to a Customer Care Specialist at Vcare with any questions about outsourced customer service or call center services.


Publish Date: February 18, 2016 5:00 AM

The Vcare Big List of Customer Care Conferences

It’s that time of year again – time to map out your budget for industry conferences and events. Conferences have huge value for brands looking to learn, network, and even find their next strategic partner. We’ve made it easy for you to check this off your list with our Big List of Customer Care Events and Conferences.

Generally speaking, there are two main aspects to each event.

The first part is the Expo Hall; this is where your team can explore new solutions, demo cutting edge technology, and put names to faces with vendors, tools, and partners.

There are big trends shaking up the customer service industry this year, and you’ll see many service providers trying to address new challenges. If you’re considering bringing on a new partner this year, the Expo hall is a great place to talk to seven or ten vendors face-to-face, all in one shot.

The second part is the Educational Sessions; this is where your team can see first-hand how others in your industry are tackling their biggest challenges. Common themes are around best practices, case studies and big successes, and predictions on the future of the industry.

During this part of the event, you’ll likely break off into separate Tracks based on your discipline – Marketing, Sales, Operations, etc. – for detailed how-to educational talks.

You’ll also get to hear about challenges that your firm is likely facing, and how industry leaders overcame them – and you’ll hear it directly from them. These Educational Sessions are great for networking with the brightest, most influential minds in your industry, as well.

The Big Call Center Conference List:

  • Call Center Week Winter: January 26-29, 2016
    • Where: Orlando, FL
    • Description: CCW is THE destination for customer care and customer experience professionals to learn, get inspired, and make long-lasting relationships. Attendees come from all different industries representing various functions including: call center/contact center, customer care, customer service, customer experience, operations, IT/Tech support and more.
    • Early Bird Ticket: Past
  • ICMI Contact Center Expo & Conference: May 10-13, 2016
    • Where: Long Beach, CA
    • Description: Produced by ICMI, Contact Center Expo & Conference is the premier global gathering for the contact center industry. It’s the essential forum for educational growth, networking, and sharing of proven best practices.
    • Early Bird Ticket: $2,395
  • Call Center Week: June 27 – July 1, 2016
    • Where: Las Vegas, NV
    • Description: CCW is THE destination for customer care and customer experience professionals to learn, get inspired, and make long-lasting relationships. Attendees come from all different industries representing various functions including: call center/contact center, customer care, customer service, customer experience, operations, IT/Tech support and more.
    • Early Bird Ticket: $1,699
  • Contact Center Executive Summit: August 2016
    • Where: Fort Worth, TX
    • Description: The 2015 Executive Summit brings together accomplished leaders from across the industry to share proven strategies and innovative best practices. The Executive Summit agenda offers 2 days of highly interactive discussion, with attendees sharing their insight and ideas. Industry executives and thought leaders connect for a unique opportunity to benchmark with peers, refine programs, and explore new ideas.
    • Early Bird Ticket: Details Pending
  • Customer Contact Expo: September 28-29 2016
    • London, UK
    • Description: Customer Contact Expo is the leading exhibition and conference for the UK contact centre and customer service industry, bringing leading suppliers face to face with the industry’s largest gathering of buyers and decision makers. Now co-located with eCommerce Expo and Technology for Marketing, the 2016 event is set to be bigger and better than ever before with every aspect of the customer journey covered.
    • Early Bird Ticket: Details Pending

The Big Retail Customer Care Conference List:

  • NRF Retail’s Big Show: January 17-20, 2016
    • Where: New York City, NY
    • Description: NRF’s Annual Convention & EXPO earned the nickname “Retail’s BIG Show” years ago and because the name was so appropriate, it stuck. Today, Retail’s BIG Show is NRF’s flagship industry event held annually in New York City. The four day event offers unparalleled education, collegial networking, and an enormous EXPO Hall full of technologies and solutions. After more than a century, Retail’s BIG Show is still the place – the only place – where you can see and experience all things Retail. It is truly one-stop-shopping for industry professionals from around the world.
    • Early Bird Ticket: Past
  • MAGIC Vegas: February 16-18, 2016
    • Where: Las Vegas, NV
    • Description: Twice annually, 60,000+ industry insiders meet in Las Vegas to shop 10 can’t-miss markets, each tailored to a unique look or trend. The comprehensive marketplace covers the top men’s, women’s, and children’s apparel and accessories, footwear, and resources. With 85 years of experience and attendance from over 120 countries, MAGIC moves fashion forward globally. From the fabric to the finished product, the hottest brands to the top designers, and the tastemakers to the power buyers, if it’s fashion, you’ll find it at MAGIC.
    • Early Bird Ticket: Past
  • GlobalShop 2016: March 23-25, 2016
    • Where: Las Vegas, NV
    • Description: GlobalShop is the world’s largest annual show for retail design and shopper marketing featuring the industry’s most comprehensive array of store fixturing companies and in-store solutions.
    • Early Bird Ticket: Past
  • Internet Retailer IRCE: June 7-10, 2016
    • Where: Chicago, IL
    • Description: E-Commerce is evolving faster than ever. Blink, and you’ll miss the next big thing. Internet Retailer Conference & Exhibition (IRCE) provides you with a conference full of industry experts and unrivaled agenda content, an exhibit hall filled with the latest and greatest solution providers, and a community made for networking with thousands of like-minded industry peers. IRCE 2016 will take place in the world-class city of Chicago, June 7-10, at McCormick Place West.
    • Early Bird Ticket: $1,400
  • NRF Protect: June 16-18 2016
    • Where: Philadelphia, PA
    • Description: The largest, most important retail and restaurant loss prevention event in North America. The conference is especially for those who protect retail brands, assets, people and profits. NRF PROTECT features 2 ½ days of compelling educational sessions, networking opportunities and an innovative EXPO Hall. Experience it for yourself – join us in Philadelphia June 14 – 16, 2016.
    • Early Bird Ticket: $825
  • Digital Summit: September 26-28 2016
    • Where: Dallas, TX
    • Description: In 2015, more than 5,000 professionals gathered in Philadelphia for the Digital Summit, a 2-1/2 day event specifically for digital and omnichannel retailers. They discovered new ideas, got actionable takeaways and built strong relationships with the brightest and most innovative players in the digital retail world.
    • Early Bird Ticket: Details Pending
  • NACS Show: October 18-21 2016
    • Where: Atlanta, GA
    • Description: Every year, the NACS Show brings together convenience and fuel retailing industry professionals for four days of learning, buying and selling, networking and fun — all designed to help participants grow their bottom line.
    • Early Bird Ticket: Details Pending

The Big Wireless Customer Care Conference List:

  • Consumer Electronics Show: January 7-9, 2016
    • Where: Las Vegas, NV
    • Description: CES is the world’s gathering place for all who thrive on the business of consumer technologies. Held in Las Vegas every year, it has served as the proving ground for innovators and breakthrough technologies for more than 40 years—the global stage where next-generation innovations are introduced to the marketplace.
    • Early Bird Ticket: Past
  • Mobile World Congress: Feb 22-25, 2016
    • Where: Barcelona, ESP
    • Description: Mobile World Congress is the world’s largest gathering for the mobile industry, organized by the GSMA, & held in the Mobile World Capital Barcelona, 22-25 February 2016.
    • Early Bird Ticket: $2,400
  • Apex All Payments Show: March 21-23, 2016
    • Where: New Orleans, LA
    • Description: With more consolidation and saturation in key niches of the marketplace, it’s never been more important for prepaid to continue to drive new growth and unearth new business opportunities. To support prepaid organizations, we’ve re-established the Prepaid Expo, a dedicated, focused, relevant expo jammed-packed with important content for the prepaid industry.
    • Early Bird Ticket: $1,995
  • MVNOs World Congress: April 11-15, 2016
    • Where: Amsterdam, NLD
    • Description: The MVNOs World Congress to become the perfect medium for all decision makers, buyers and sellers active in the Mobile Virtual Network Operators market. There is no other place to gain first hand market knowledge & learn how the key players innovate.
    • Early Bird Ticket: $2,000
  • NaLA Spring Conference 2016: May 17-19, 2016
    • Where: New Orleans, LA
    • Description: The National Lifeline Association is the only industry trade group specifically focused on the Lifeline segment of telecommunications. We support the 4 essential pieces of Lifeline: ETCs & Providers, Distributors, Lifeline Supporters & Participants, and Government & Regulatory Bodies.
    • Early Bird Ticket: Details Pending
  • Future: Mobile: June 8-10, 2016
    • Where: Half Moon Bay, CA
    • Description: Two-day, invitation-only forum limited to 350 senior executives. Designed specifically to provide participants with a snapshot of what is occurring at the innovative edge of wireless and mobility. Each year, 100 high-profile startup CEOs speak at Future:Mobile. The session structure is designed to spur discussion and debate amongst the brightest minds in the most disruptive sectors in arguably one of the most exciting areas driving global change – mobile. There are no slides and no presentations. The content provides unique insight on the innovation trends in mobile from the perspective of the leading innovators.
    • Early Bird Ticket: Invite Only
  • LTE World Summit: June 23-25, 2016
    • Where: Amsterdam, NLD
    • Description: The 11th Annual LTE World Summit returns to Amsterdam full of new and exciting speakers, content and conversation points. LTE is a reality, and operators are still feeling the data and QoS crunch, driving their network infrastructure to the limits. At LTE World Summit 2015, the discussion will revolve around the evolution of LTE, network optimisation and further development, technical considerations and the future of cellular networks, including 5G outlooks and how LTE will be the building blocks for the technology.
    • Early Bird Ticket: $2,200
  • CTIA Super Mobility: September 7-9, 2016
    • Where: Las Vegas, NV
    • Description: Focuses on the vertical markets that comprise the connected life—for business, home, networks, retail, health, auto, media and money. As essential as it is exciting, this show provides you with an unmatched opportunity to learn, connect and do business against the backdrop of mobile’s direction-setting technology. The event dominates the second half of the year and is ideally timed for strategic mapping, 2017 product launches and seasonal buying. Powered by CTIA, this event convenes more than 30,000 professionals from across the mobile landscape to experience the bleeding-edge technology.
    • Early Bird Ticket: $1,240
  • Broadband World Forum: October 18-20, 2016
    • Where: London, UK
    • Description: One of the world’s largest telecoms, media & technology events. Pulling over 8000 senior executives from across the globe to London’s ExCeL this year to bring fixed mobile convergence to life! This year we witnessed an unprecedented keynote line up with a suite of C-Level executives representing a selection of the world’s largest operators. Complemented with over 300 cross-industry speakers and 35 conference sessions. Alongside our conference, BBWF offered exhibition visitors an unbeatable 3 day experience bursting with free content, inspiring interviews, analyst insights and live demos. The exhibition itself boasts over 130 exhibitors, demonstrating their latest innovations, including IoT, Interoperability and Virtualization pavilions.
    • Early Bird Ticket: Free Exhibit Pass
  • Wireless Influencers: October 23-25, 2016
    • Where: Rancho Palos Verdes, CA
    • Description: Wireless Influencers is the world’s premier multidisciplinary forum for senior executives to examine what’s next for wireless and digital media. Strictly limited to 500 participants, the closed-door, invitation-only, destination meeting is recognized for its exclusivity; retreat-style atmosphere; diverse, global, C-level attendee base; provocative, forward-looking content and boardroom-style discussion format; and the quality of its networking.
    • Early Bird Ticket: Details Pending
  • MVNOs North America Congress: November, 2016
    • Where: Dallas, TX
    • Description: The event is returning to Dallas for its sixth year as MVNO North America Congress, bringing you a larger exhibition, more speakers and more networking opportunities. MVNO creates the ultimate event for the North American Mobile Virtual Network Operators community to do business.
    • Early Bird Ticket: Details Pending
  • Which of these conferences and events will you be attending? Let us know on Twitter by mentioning us @vcaretec
  • And don’t forget to reach out to a Customer Care Specialist at Vcare with any questions about outsourced customer service or call center services.


Publish Date: February 9, 2016 5:00 AM

Vcare Clients See Wild Success During 2015 Holidays

For some online retailers, the holiday season can make up 40% of their annual revenue. Naturally, a large portion of sales are concentrated on spending holidays like Black Friday, Cyber Monday, and Green Tuesday.

It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by a whopping 10x!

On aggregate, Vcare retailers saw their best holiday season ever thanks in part to world-class customer care. Clients met all of their customer care goals, even on the busiest shopping days of the year.

Let’s take a look at some of the highlights…

Looking to learn from these successes in 2016? Schedule a complementary consultation with one of our expert Customer Care Specialists today.


Publish Date: January 28, 2016 5:00 AM

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