What is BPO in customer support? BPO (Business Process Outsourcing) in customer support means that a company commissions an external service provider to handle customer enquiries. These enquiries can be dealt with either by telephone or in writing. Outsourced support…
Excellent customer service is essential for businesses to ensure their customers’ satisfaction. A key component of this is the multi-channel approach. In this context, two terms frequently arise which, whilst closely related, have different meanings: Here you can find out…
Customers expect prompt and expert assistance, often around the clock. At the same time, ticket volumes are rising steadily, in-house staff are becoming overburdened, and it is difficult to find new, qualified staff quickly. Outsourcing can be the solution here:…
The First Contact Resolution rate (FCR) is one of the most important key performance indicators in customer service. It shows how often customer enquiries are fully resolved during the first interaction, without the need for any follow-up contact. This makes…
More and more retailers are using payment terminals, particularly for self-service payment transactions, such as at charging points or vending machines. However, with every new device deployed, the support workload increases. Merchant and customer support is therefore one of the…