Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties



Upcoming Events






Article : Keys Implementing an Outsourced Customer Service Program

#contactcenterworld, @BlueOceanTweets

Before implementing an outsourced customer service program, read these important tips provided by Kim Campbell, VP of Operations for Blue Ocean Contact Centers.

The road to choosing an outsourced contact center provider is usually a long one. It’s a strategic decision to protect your brand and put customer care in the hands of experts so you can focus your organization’s resources on your core competencies. But it’s a lengthy process loaded with informal conversations as well as the more formal call center RFP process. When you finally see the light at the end of the tunnel and are feeling confident in your decision, there’s no time to rest. Next comes implementation. Understanding the realities around go-live dates, knowledge transfer, and agent recruiting will prepare you for a successful customer service outsourcing implementation. Here’s what you need to know.

1. The launch date isn’t really the launch date.

You might be under the impression that the go-live date is your launch date; the day when those first contacts flooding into your partner’s call center instead of your own. The unexpected truth is that the first day of agent training is the real launch date. These are the people interfacing with your most important asset: your customers. Thus, you need rock solid people and processes. That includes a well-trained trainer, effective training materials, and established processes like call center quality monitoring and call center technology for your first day of training.

The first 90 days of your contact center program will be as strong – or as weak – as the training of that first group of new agents. A successful go-live date is dependent upon an implementation plan that places heavy emphasis on agent training.

Ring2 Dashboards & Wallboards Free Trial

2. You don’t really know what you know.

Effective knowledge transfer is everything. Whether you’re moving from an in-house model or an old vendor, it can be easy to overlook vital elements of your current program because they are so engrained. For your new partner to succeed, you must examine every aspect of your existing program with fresh eyes.

A new contact center agent – no matter how well they are trained – will not have the leverage of a long-tenured agent who "just knows" where to look for answers. And your current tech team likely has a sixth sense about the idiosyncrasies of your CRM. Likewise, your recruiting coordinator has probably developed a knack for identifying the right candidate for your team. This is innate knowledge that must be transferred to your new partner through a comprehensive plan.

As soon as you sign that contract, you must establish team-to-team relationships to initiate effective knowledge transfer. Put your tech teams in each other’s pockets for a couple of weeks. Get your reporting teams working together. Budget for key people like HR directors, program managers, and trainers to spend time at both sites. It is one of the best investments you can make for a seamless transition.

3. Speed is not your friend.

It is quite the journey through the RFP process, and once you’ve officially signed a contract, you might be tempted to ask, "how fast can we implement this program?" However, speed is the enemy of a great program transition. Our advice: do not compromise on the people process and do not compromise on establishing good governance by clearly defining success measures and aligning expectations.

If you’re struggling with a tight deadline, choose wisely where the hurrying should happen. If you must condense the timeline, do so without compromising key deliverables. In particular, consider that customer service outsourcing is like flying a plane – the risks are highest at the beginning of the journey and the end. You want seasoned experts at the controls of your implementation process. Work closely with your new partner to nail down the most effective implementation plan for your unique program.

#contactcenterworld, @BlueOceanTweets

About Kim Campbell:
Kim has an excellent track record of growing her clients’ revenue and building trusting relationships. Her success has been driven in large measure by her analytical skills, her ability to identify and resolve challenges, and her dedication to improving performance through creative solutions.

About Blue Ocean Contact Centers:
Company LogoWe thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection of your brand promise, even in high-pressure, complex customer service scenarios.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - 5 Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Wednesday, May 24, 2017

Printer Friendly Version Printer friendly version

2020 Buyers Guide Inbound Call Handling Services


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

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.
PH: +1 512-872-7565

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =