Category Archives: Outsourcing

8 in 10 people stop interaction with an organisation because it’s ‘too hard’

Just two in ten organisations rate customer effort – the level of frustration, amount of time invested and the number of times an organisation is contacted – as a top three measure of customer experience. This is despite 8 in 10 respondents of a Customer Contact Association (CCA) member survey, in partnership with Capita Customer Management, admitting that they have stopped interaction with an organisation because it was too hard. Continue reading 8 in 10 people stop interaction with an organisation because it’s ‘too hard’

Teleperformance U.S.A. Announces Partnership With BookIt.com

Teleperformance, the global leader in outsourced multichannel customer experience management, announced its partnership with BookIt.com, a major online travel agency. Teleperformance will serve BookIt.com’s growing customer base and services out of its multichannel contact center in Montego Bay, Jamaica. The addition of BookIt.com adds to Teleperformance U.S.A.’s expanding list of travel clients.  Continue reading Teleperformance U.S.A. Announces Partnership With BookIt.com

Aegis Positioned in 2013 Magic Quadrant for CM Contact Center BPO by Leading Industry Analyst Firm

Aegis Limited, a global outsourcing and technology services company, announced that it has been positioned in the Gartner Magic Quadrant for Customer Management Contact Center BPO 2013 report, published in December 2013. Gartner’s 2013 Magic Quadrant for Customer Management (CM) Contact Centre BPO evaluates a vibrant provider landscape with capabilities across the Americas, EMEA and Asia/Pacific.  Continue reading Aegis Positioned in 2013 Magic Quadrant for CM Contact Center BPO by Leading Industry Analyst Firm

Frost & Sullivan Confirms Teleperformance’s Leadership in the Contact Center Outsourcing Market

Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Teleperformance (TP) with the 2013 North America Company of the Year Award in Contact Center Outsourcing. Already a Tier I giant in the global outsourced CRM and contact center services space, TP continues to leverage its experience, global reach, and innovativeness to deliver customer-centric solutions and tangible results for contact center clients.  Continue reading Frost & Sullivan Confirms Teleperformance’s Leadership in the Contact Center Outsourcing Market

Sitel Newcastle achieves Silver Level North East Better health at Work Award

Following another year of regular health and well-being activities and a real focus on employee engagement, Sitel Newcastle has achieved Silver level of the North East Better Health Awards in conjunction with the local NHS team and ratified by the Northern TUC.  Continue reading Sitel Newcastle achieves Silver Level North East Better health at Work Award