CustomerServ Blog

Is Call Center Outsourcing a Commodity?

A commodity is commonly referred to as a type of widely available product or service that is not significantly different from one unit to another. Does this apply to call center outsourcing services as well?

Call Center - The Accidental Career Path

It was June of 1986, the Dow Jones was hovering at 1,800 and Ronald Reagan was President. I had just graduated from high school and a buddy of mine referred me to a “part time job” in Manhattan. Sure, why not? Extra money, save up before college in...

Default Syndrome: You Picked The Wrong Vendor

Size matters in the call center industry and if you select an outsourcer that is too big or too small, there will be a price to pay.  

Outsourcing is Broken and How to Fix It: A Podcast

Listen to a down to earth, real world conversation between outsourcing experts Nick Jiwa and Amas Tenumah on the state of today's outsourcing industry. Amas is a speaker, author and customer experience expert. Nick is a tenured contact center...

The Dreaded PFP Model

Let’s get right to the point: PFP (Pay for Performance) is one of the most polarizing acronyms in the contact center industry. PFP pricing models come in many different forms, ranging across all outsourcing disciplines including inbound, outbound,...

The Blind RFP

There are dozens of reasons why companies issue an RFP for call center services. But, what is the methodology used to construct the RFP recipient list? Which vendors are on the list and why? Has the client narrowed the list by pre-screening vendors?...

The decline of “Voice” Outsourcing in India – a realistic perspective

As an outsourcing industry veteran of 20 plus years, my business is recommending call center service providers and geographic destinations to our clients. India at one point, dominated the call center marketplace but things have changed. Recently, I...

Why Customers Initiate Chat?

Chat is increasingly becoming the preferred solution for online consumers. Click-to-chat technology is gaining international momentum. Based on our experience with several Fortune 500 companies, live chat is the most effective channel in terms of...

Anti-Outsourcing Legislation? Are you kidding me?

The bi-partisan anti-outsourcing legislation introduced by Democrat Representative Tim Bishop of NY and Republican Representative David McKinley of Virginia probably won’t make a dent in the unemployment rate. The outsourcing of call center jobs is...