Ryan Carey

Being a mid market BPO/Contact Center provider isn’t a drawback, it’s an advantage. Customers always tell me how the larger DATAMARK, Inc. "competitors" don’t value their business enough. We hear: "To them, we’re just another contract." "We aren't big enough to be important to them" That’s why they come to DATAMARK. We’re: -Big enough to deliver everything our customers need -Small enough to value each of them individually Those two factors have gotten us long-lasting partnerships where we truly understand every customer's business. Bigger isn't always better in business. #DATAMARK #OneDatamark Joseph Eidson

60

Let's be real, many BPO customer service experiences are…underwhelming. Long wait times, scripted responses, and a general lack of empathy are common complaints. But it doesn't have to be this way. At Logix BPO, we're taking a different approach. We believe that true customer satisfaction comes from solving problems effectively and efficiently. Here's our strategy: 1. Giving agents the answers they need, instantly: We've ditched the endless searching and implemented a centralized knowledge base that gives our agents instant access to the information they need. 2. Making complex processes simple: We've transformed complex SOPs into easy-to-follow workflows, empowering our agents to provide consistent and accurate support. 3. Using visuals to bridge the communication gap: We leverage visuals like images, GIFs, and videos to help both agents and customers understand complex issues quickly. 4. Investing in Continuous Agent Development: We're committed to ongoing training and development for our agents, ensuring they have the skills and knowledge to excel. 5. Empowering customers to help themselves: We offer robust self-service tools that allow customers to find answers and resolve issues on their own, 24/7. We're not just aiming for satisfied customers; we're aiming for delighted customers. #BPO #CustomerService #CX #CustomerExperience #Innovation #ProblemSolving #Tech #LogixBPO

10

1 Comment

🌟 𝗛𝗼𝘄 𝗦𝗺𝗮𝗹𝗹 𝗶𝘀 𝗧𝗼𝗼 𝗦𝗺𝗮𝗹𝗹? At Primary BPO, No Client is Too Small! 🌟 One of the most frequently asked questions we hear is: "How small is too small?" Many clients worry that they can't utilize or afford a BPO because they only need one or two agents. 𝗧𝗵𝗲 𝗴𝗼𝗼𝗱 𝗻𝗲𝘄𝘀? Primary BPO can make this happen for you! ✅ Flexible Solutions for Small Practices 𝗠𝗶𝗻𝗶𝗺𝗮𝗹 𝗡𝗲𝗲𝗱𝘀? 𝗡𝗼 𝗣𝗿𝗼𝗯𝗹𝗲𝗺: We cater to businesses of all sizes, even those needing just a couple of agents. 𝗔𝗳𝗳𝗼𝗿𝗱𝗮𝗯𝗹𝗲 𝗮𝗻𝗱 𝗘𝗳𝗳𝗶𝗰𝗶𝗲𝗻𝘁: Our services are designed to be cost-effective, ensuring you get the best value for your investment. Whether you're a small practice or a growing business, we have the expertise and flexibility to support your unique requirements. Don't let size be a barrier to your success! 𝗥𝗲𝗮𝗰𝗵 𝗼𝘂𝘁 𝘁𝗼 𝘂𝘀 𝘁𝗼𝗱𝗮𝘆 𝗮𝗻𝗱 𝗱𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗵𝗼𝘄 𝗣𝗿𝗶𝗺𝗮𝗿𝘆 𝗕𝗣𝗢 𝗰𝗮𝗻 𝗵𝗲𝗹𝗽 𝘀𝘁𝗿𝗲𝗮𝗺𝗹𝗶𝗻𝗲 𝘆𝗼𝘂𝗿 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀, 𝗻𝗼 𝗺𝗮𝘁𝘁𝗲𝗿 𝗵𝗼𝘄 𝘀𝗺𝗮𝗹𝗹. #BPO #SmallBusinessSupport #CustomerService #BusinessOutsourcing #PrimaryBPO #FlexibleSolutions

1

Once upon a time, a small business was overwhelmed by administrative tasks, struggling to find top talent and keep up with its workload. Luckily, they found Logix BPO. At Logix BPO, we're not just a service provider; we're your strategic partner, tailoring solutions to meet your unique needs. How did we help them? - Streamlined operations by automating tasks, allowing their team to focus on core competencies. - Attracted top talent through expert recruitment. - Improved efficiency with cutting-edge technology. - Delivered exceptional results, exceeding expectations and helping achieve business goals. The moral of the story? Don't let administrative burdens hinder your progress. Partner with Logix BPO to unlock your business's full potential. #BPO #RPO #outsourcing #businessgrowth #efficiency #innovation

13

1 Comment

Meet a multi-millionaire Richard Blank, CEO of Costa Rica’s Call Center, for an exclusive look into his path to success! 🌟 From training over 10,000 bilingual telemarketers to building a thriving company known for its positive culture, Richard’s entrepreneurial journey is one for the books. 📈✨ ✨ Key Takeaways: 1️⃣ Cultivate a strong company culture and ethical business practices. 2️⃣ Master the art of effective communication and leadership. 3️⃣ Leverage unique skills (like language!) to create opportunities. 4️⃣ Integrate creativity and gamification to drive team performance. 5️⃣ Stay committed to continuous growth and innovation. Ready to level up your business and reach new heights? Dive into Richard’s expert insights now! 🎯🔥 Links in the comments! 🎥🚀 5 Steps To Make Your First Million - Richard Blank and Harry Sardinas - https://harrysardinas.com If you are looking for 5 Steps To Make Your First Million - Richard Blank and Harry Sardinas, then watch this video to learn everything you need to know about 5 Steps To Make Your First Million - Richard Blank and Harry Sardinas

4

Many people don't know that the standard work week in Mexico is 48 hours. Working 6 days a week, 8 hours a day, provides our partners the Contact Center Support coverage they need with less employees. #mexicoworkhours #contactcenteroutsourcing #customersupport

7

In this episode, Richard Blank shares his journey to Costa Rica and the development of his call center business. He discusses the significance of delegation, internal growth, and the balance between people, clients, and technology. Richard emphasizes ROI, training, and authentic interactions, offering insights on maintaining productivity and long-term client relationships. - Delegating tasks and fostering internal growth are essential for gaining respect and building a cohesive team. - Authentic communication and respectful treatment of all team members, including gatekeepers, can significantly enhance client relationships and business success. - Employing strategic vocabulary and soft skills in call center interactions can lead to higher conversion rates and long-term client retention. (0:00) Introduction of Richard Blank (0:32) Richard Blank's background and journey to Costa Rica (2:12) Building the business and team at Costa Rica's call center (6:04) Importance of delegation and internal growth (7:09) People, clients, and technology in business (10:37) The importance of return on investment in call centers (12:12) The role of training in the organization (15:00) Company name spike and buffer boomerang techniques (20:00) Authentic interactions and the value of gatekeepers (25:00) Maintaining productivity and long-term client relationships

1

Here’s a glimpse of what you’ll learn:  Why did Richard Blank choose Costa Rica for his call center, and what are its advantages over other locations? Richard addresses call center stereotypes and key trends in modern call centers How call center cultures maximize productivity and encourage professional growth Pivoting from the pandemic shutdowns and advice for adopting post-pandemic work styles Richard’s approach to reducing employee and client churn rates and how he measures campaign success Top three mistakes businesses make when outsourcing call centers Training employees in telecommunications and soft skills Does telemarketing actually work? In this episode… In the past, telemarketing call centers were restricted to offshore countries and were compared to Hollywood boiler rooms. When modernized for today’s social conditions, these centers can provide employee agents with learning and professional growth opportunities. So how can you facilitate a positive experience for both agents and clients? Telecommunications expert Richard Blank regards the work performed in modern call centers as an art form. These centers are social environments that differ from virtual interactions, so it’s crucial to equip your agents with the verbal communication, active listening, and soft skills needed to engage with clients. Richard is empathetic toward his agents’ needs and work styles and encourages them to embody the same level of empathy when speaking to clients. When you cultivate a socially enriching company culture, your agents are more likely to perform their tasks with passion rather than complacency.  CEO of Costa Rica’s Call Center Richard Blank joins Rolando Rosas in this episode of What The Teck? to talk about optimizing call centers for the modern work environment. Richard addresses call center stereotypes and modern call center trends, how call centers maximize productivity and encourage professional growth, and how to train employees in telecommunications and soft skills. https://lnkd.in/eyMjp-6P

1

It's frustrating that the solution in many call centers seems to be removing agent autonomy. -Agents don't know when calls are coming in, so they might be away from their desk. Solution: Schedule when they’re allowed to use the restroom. -Agents don't know our brand voice or value prop. Solution: Create a quality control system focused on compliance and checkmarks. -Agents don't know how to connect with customers. Solution: Give them specific words they have to say. I'm not anti-schedules, anti-quality, or anti-suggestions on language. I am anti-assuming the worst in people and believing leadership always knows best. It’s fascinating—and frustrating—how often the starting point is: "Agents don’t know, so I’ll dictate to them." Call center friends, please—less scripting, more trust. #contactcenterrants #leadership #autonomy #trust

67

15 Comments

For Tuesday let’s talk about “angry Karens”, or in layman’s terms- difficult customers. Dealing with difficult customers can be a real pain for obvious reasons. While at Logix BPO we understand that more often than not there are reasons for customers to get angry, but we've also learned a few tricks to help us stay calm, cool, and collected as we reach a common ground. Here are a few tips for dealing with difficult customers: ▪ Stay calm: It's easy to get defensive when a customer is upset, but it's important to remain calm and collected. ▪ Listen actively: Really listen to what the customer is saying and try to understand their perspective. ▪ Empathize with the customer: Show that you care about their problem and want to help (be genuine) ▪ Be patient: Dealing with difficult customers takes time and patience. Don't give up. ▪ Offer a solution: Once you understand the customer's problem, offer a solution that will satisfy them. Remember, not all customers are created equal. Some are more demanding than others. But with the right approach, you can turn even the most difficult customer into a satisfied customer. #customerservice #BPO #RPO #difficultcustomers #tips #LogixBPO

9

Quotes:"You have to be vulnerable to be powerful." (22:31)"It's not about chasing cash; it's about being authentic." (22:59)"Structure and discipline are the foundations for success." (26:02)"Mistakes are just lessons in disguise." (30:45)"Every challenge is an opportunity to prove your resilience." (50:26) Timestamp Chapters:00:00 - Introduction: The Courageous Leap to Costa Rica03:00 - The Impact of Language and Education10:00 - Building a Business from the Ground Up22:00 - The Role of Vulnerability in Leadership30:00 - Embracing Imperfection and Authenticity40:00 - The Importance of Soft Skills in the Call Center Industry50:00 - Overcoming Challenges with Positivity Phillip 'Phenom' Robinson is the author of the book, Ignore The Fluff and now teaches young adults, influencers, and creatives how to simplify their goals to increase productivity for a higher success rate. Phenom is a North Carolina native that graduated a year early from North Carolina Central University with a degree in Media Broadcast while running Cross Country & Track & Field.  Phenom is a Professional Speaker, 3x Author, 2x TEDx Speaker, Boxer, college Instructor, Mentor, and ESPN+ Producer. Subscribe to this channel as he imparts wisdom, shares real-life experiences, and provides practical strategies for success. Whether you're seeking personal growth, professional development, or entrepreneurial insights, you'll discover a wealth of knowledge and inspiration here. Together, let's become 1% better. Phenom started his professional career in television at 14 years old. By age 24 he became an ESPN+ Producer and a camera operator for the ACC Network. His career in television led him to develop a passion for storytelling. He used this passion for pushing him to; present two TEDx talks, write three books Be Phenomenal Or Be Forgotten: Taking Your Life To The Next Level, Execute: The Secrets To Fast Success, and Force(d) To Grow, release a motivational album, and host a top 10% globally ranked podcast. 

2

Hey #ContactCenter & #CustomerExperience friends, happy Monday! Happy first business day in December! Today on #AI Readiness I want to ask, have you considered the cost of lost opportunity in not getting your company ready for artificial intelligence? Contact Center leaders should be driving their organization forward by gathering the team and support of IT and executive leadership. As I have said many times, the contact center and CX teams are the tip of the spear for AI advancements. The tools we have available today can provide real ROI and provide the springboard for the rest of the organization. As always, I appreciate your feedback and look forward to continuing this conversation in the comments below. 🙏 Now get back to work. Darren Prine John J. Ruby Robert Serretti Robert Killory Christa Heibel Gina Gibson C. Pete Connor MS, CCCM Michael Shrader MICHELE CROCKER Adam Boelke Cloud Tech Gurus

30

13 Comments

Check me out on the Alorica linkedin page! You can find and read more under “Life; Employee Testimonials”

2

Early next week Cognitive Copy and Ryan Strategic Advisory will be releasing The Offshore BPO Confidence Index 2024, which will include the following: 🌍 16 BPO delivery locations 🏢 7 high-level categories 📈 80+ unique data points per country 📊 Interactive, data-driven design 🤝 Confidence Profiles: Q&As with resident BPO leaders Some major developments and big changes since last year's edition will be unveiled by Matt Kendall and I... watch this space for what's certain to be the #BPO research crescendo of the past 12 months!

61

5 Comments

The U.S. Hispanic is growing GDP at 8.6%, faster than all major economies. Are you effectively connecting with the vital Hispanic segment of your customer base, or are you missing opportunities to boost revenue and engagement? At Atento, as the largest provider of customer experience services to the Hispanic market globally, we specialize in delivering the right transformational solutions—blending advanced AI technology with our skilled team members who deeply understand the culture and unique needs of this market. Let us enhance your customer engagement with innovative solutions that drive increased revenue, greater customer satisfaction, and meaningful connections. It's time to transform your approach—with Atento. #HispanicHeritage #CulturalCompetence #CustomerExperience

53

2 Comments

You have just invited a potential BPO to visit your company in-person. The 3 most important questions to ask yourself as you prepare are: (1) Start by determining a very clear reason as to why you’re inviting someone new to the table. What do you want to achieve? What is the driver? What is the problem/s you’re having? Maybe it’s about price. Maybe it’s about technology. Maybe it’s about new tools. Maybe it’s about quality of service. Maybe it’s all four. (2) What kind of relationship are you looking for? Are you looking for a solutions provider? Personally, at Callzilla, most of our clients look to us as partners to solve problems together. Or are you looking for a plug-and-play service? There are companies who offer this as well. (3) Be very clear what experience and expertise you want from your provider or partner. There are a lot of services a BPO can offer you. From customer service, to sales, to appointment setting. If finding a potential BPO in your specific industry is proving tough, think service type instead. If they deliver impressive sales results for their clients, they are good at selling and that skill translates to you being able to find, help and retain your customers - no matter what industry you’re in. Make this visit count! Spending time answering these 3 questions will result in you getting the most out of your potential BPO’s time with you, your team and your operations.

47

13 Comments

Things I've learned over the years working in the BPO industry. Driving performance in a Business Process Outsourcing (BPO) company requires a strategic approach that focuses on optimizing processes, empowering employees, and delivering exceptional service to clients. Here are some key strategies to drive performance in a BPO: Set Clear Goals and Expectations: Establish clear performance goals and metrics that align with the company's objectives and client expectations. Communicate these goals and expectations to all employees, ensuring they understand their roles in achieving them. Provide Comprehensive Training and Development: Invest in comprehensive training programs to ensure employees have the knowledge, skills, and tools they need to excel in their roles. Offer ongoing development opportunities to help employees grow and advance in their careers. Implement Performance Management Systems: Implement performance management systems to track and evaluate employee performance against established goals and metrics. Provide regular feedback and coaching to help employees improve and succeed. Foster a Culture of Accountability: Foster a culture of accountability where employees take ownership of their work and are held accountable for their performance. Recognize and reward employees who consistently meet or exceed performance expectations. Empower Employees: Empower employees to make decisions and take ownership of their work. Provide them with autonomy and authority to solve problems, make improvements, and innovate in their roles. Promote Collaboration and Teamwork: Encourage collaboration and teamwork among employees to foster a supportive and inclusive work environment. Provide opportunities for employees to work together on projects, share best practices, and learn from one another. Utilize Technology and Automation: Utilize technology and automation tools to streamline processes, improve efficiency, and reduce errors. Invest in state-of-the-art technology that enhances productivity and enables employees to deliver high-quality service to clients. Monitor Performance and Provide Feedback: Monitor performance metrics regularly and provide timely feedback to employees. Identify areas for improvement and offer constructive feedback and coaching to help employees develop and grow. Recognize and Reward Achievement: Recognize and reward employees who demonstrate exceptional performance and contribute to the success of the company. Implement incentive programs, awards, and other recognition initiatives to motivate and engage employees. Continuously Improve Processes: Continuously evaluate and improve processes to optimize efficiency, quality, and customer satisfaction. Solicit feedback from employees and clients, and implement changes based on their input and insights.

11