All-Calls Overview

October 31, 2016 Eric Berg 0

With All-Calls™ Call Center Outsourcing, you are working with contact center experts that have been providing top call center services for over 30 years. All-Calls™ […]

Customer Perception Offshore vs. America Part 1

August 4, 2015 Eric Berg 0

In the course of my business I speak to a few hundred contact center executives every year. One of the topics that seems to come up frequently is their offshore contact center outsourcing successes, failures and strategies.
Overall, outsourcing contacts to foreign countries is often perceived to be a necessary evil for a company wanting to be competitive in the global market. Consumers are demanding lower prices, shareholders are demanding more profits, and customer service often finds itself in the middle, getting the financial squeeze.

Customer Perception Offshore vs. America Part 2

August 4, 2015 Eric Berg 0

Outsourcing contacts to foreign countries is often perceived to be a necessary evil for a company wanting to be competitive in the global market. Consumers are demanding lower prices, shareholders are demanding more profits, and customer service often finds itself in the middle, getting the financial squeeze. Before you invest in a flight to an offshore contact center, let’s think about the impact on your customers and their loyalty to you.

Customer Perception Offshore vs. America Part 3

August 4, 2015 Eric Berg 0

Outsourcing contacts to foreign countries is often perceived to be a necessary evil for a company wanting to be competitive in the global market. Consumers are demanding lower prices, shareholders are demanding more profits, and customer service often finds itself in the middle, getting the financial squeeze. Before you invest in a flight to an offshore contact center, let’s think about the impact on your customers and their loyalty to you.

Customer Perception Offshore vs. America Part 4

August 4, 2015 Eric Berg 0

Consumer perception of service has a direct effect on the brand strength. Because of this, many American organizations are seeing value in bringing contact center jobs back to America. In fact, the percentage of calls being outsourced to foreign countries has decreased consistently over the past few years across almost every industry. 30% of high tech contacts offshore in 2008 versus only 12% today.

Employee Engagement Slideshow

June 22, 2015 Eric Berg 0

Eric Berg is the Vice President of All-Calls™, an American based at-home call center outsourcing firm. A 20-year veteran of the contact center industry, Eric has held a variety of roles from contact center agent to Vice-President of a 950 seat, multi site contact center operation.

Reducing Attrition Slideshow

May 20, 2015 Eric Berg 0

Eric Berg is the Vice President of All-Calls™, an American based at-home call center outsourcing firm. A 20-year veteran of the contact center industry, Eric has held a variety of roles from contact center agent to Vice-President of a 950 seat, multi site contact center operation. Eric is a national speaker on contact center strategy and trends.

Promoting a Culture of Attendance

May 20, 2015 Eric Berg 0

Poor attendance is one of the top reasons for termination in a contact center. According to Benchmark Portal, the average adherence to schedule rate is 89%. Sadly, this means that, for every 10 scheduled agents, one is not working. With industry numbers like this, we can either throw in the towel or accept the status quo or we can create an environment that recognizes and rewards good attendance behaviors.