With the implementation of Spain’s new customer service law on November 1, 2023, companies both within and outside the country face a new paradigm in consumer relations management. This legislation aims to set a high standard of customer care ensuring that consumers receive prompt, efficient, and free service. Below, we detail who is affected by […]
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At Essentiel Outsourcing, we’re driven to fuel our clients’ triumphs. This has never been more evident than in our latest undertaking within the E-learning sector. Beginning in March 2024, we embarked on a strategic mission to elevate user experience and optimize the First Call Resolution (FCR) rate in a new project. The outcomes? Substantial improvements […]
Le marché mondial de l’externalisation du support technique, évalué à 44,36 milliards de dollars en 2021, devrait atteindre 80,33 milliards de dollars d’ici 2030, avec un taux de croissance annuel composé de 6,82% sur la période de prévision 2022-2030. Cette croissance robuste est principalement due à la nécessité impérative de solutions rentables améliorant l’efficacité opérationnelle […]
In the ever-expanding global market, never underestimate the impact of local phone numbers for customer service. Here’s why they are crucial: Incorporating local phone numbers into your customer service strategy is more than just a logistical decision. It’s about connecting with your customers in a meaningful and respectful way. #CustomerService #LocalNumbers #GlobalBusiness #BrandTrust
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AI Quality Assessment Tool
Excited to share a glimpse into the future of customer service in our latest corporate newsletter article! We’re breaking new ground with an innovative tool that seamlessly integrates telephony with artificial intelligence to redefine call center operations. This cutting-edge solution not only enhances the precision of call assessments but also tailors each evaluation to uphold […]
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We are moving! New blog access/format
e’re thrilled to share some exciting news with you all! As part of our commitment to continually evolve and improve our communication, we have decided to transition from the conventional blog format on our website to this new, more dynamic format. This change is not just about a new look; it’s a whole new approach to sharing our insights, stories, and updates with you.
In the world of contact centers, just like many other sectors, we are witnessing a revolution driven by artificial intelligence (AI). AI has enabled us to achieve more efficient and personalized automation, enhancing our ability to be more effective and provide higher-quality support and responses. However, as an expert with extensive experience in outsourcing and […]
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Offshore vs Onshore
Hey! How’s your week shaping up? Let’s dive into a topic that’s been on my mind lately: the whole offshore vs. onshore contact center debate. There are a lot of myths out there, and I think it’s time to set the record straight. First up: Quality. The idea that “offshore = bad service” is outdated. […]
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Power of data analysis
Did you know that recent studies indicate a growing preference for digital channels among customers, yet voice remains king for complex issues? This kind of insight is invaluable. It helps us allocate resources more effectively, ensuring that we’re meeting customers where they are most comfortable.
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First Contact Resolution
I have been managing the FCR KPI for many years FCR, or First Contact Resolution, is a metric that measures a contact center’s ability to resolve customer inquiries or problems in a single interaction. It is a key performance indicator (KPI) that is important for any organization that provides customer service, as it can have […]