Category: Digital Customer Experience
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Outsourcing Customer Service
What is Outsourcing Customer Service? Outsourcing Customer Service is the strategic engagement with a third-party provider to handle some or all aspects of a company’s customer service operations. This can include functions such as answering customer inquiries, providing technical support, processing orders, handling returns, and resolving complaints. This strategic decision allows companies to leverage the
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Pay-per-Resolution (PPR) Model
What is the Pay-per-Resolution (PPR) Model? A pay-per-resolution payment model allows the technological service provider to bill the customer only for the tickets or cases that are received. In such a model, the emphasis would be on achieving desired outcomes or resolutions rather than the time spent or the volume of transactions. The client is
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Call Center Outsourcing
What is Call Center Outsourcing? Call center outsourcing, also known as contact center outsourcing, is the practice of entrusting a company’s telephony-related tasks to a qualified external vendor. Though not just confined to customer support via phone in today’s era of omnichannel support, this type of outsourcing delegates customer service interactions via phone calls, emails,
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Onshore Outsourcing
What is Onshore Outsourcing Onshore outsourcing, also known as domestic outsourcing, is the practice of contracting services from a third-party provider located within the same country as the contracting company. Managing quality control is easier with onshore outsourcing as it allows for higher control and better communication between the two partners. Challenges in onshore outsourcing