Michael Kansky

Having multilingual support is key for any thriving business process outsourcing (BPO) company. It means being able to serve customers worldwide in their own language. In today’s global market, this skill is crucial. Businesses have diverse, worldwide customers. Multilingual support in BPO companies is essential. It not only broadens their client base but also gives … Continued

Front Office Operations is fundamental to any business, especially in the BPO industry. The concept relates to the client-oriented departments of a firm that interact with the clients directly. These departments perform different functions which include customer care, sales, and marketing. In BPO companies, front office operations include customer inquiries, order processing and technical support. These activities are … Continued

Back office BPO refers to vital administrative tasks that support front office operations in businesses, especially within outsourcing companies. These functions ensure tasks run smoothly, keeping departments like finance, HR, and IT efficient. Though unseen by customers, back office BPO forms the backbone of customer-facing teams, driving overall company efficiency. In today’s highly competitive market, … Continued

Legal process outsourcing is part of the BPO services where the legal services are outsourced to third parties. This includes lawyers who handle tasks from transcription to litigation support. It has been popular over time being highly-cost effective operations mode for law firms and legal department. The idea of LPO is based on the general … Continued

Knowledge Process Outsourcing (KPO) is a special kind of Business Process Outsourcing (BPO). In KPO, companies outsource tasks that need deep knowledge to outside experts. They do this to tap into skills they don’t have internally. The KPO field is growing fast. It offers services in many areas, including healthcare, finance, and legal processes, to … Continued

Inbound customer service is the promise of every customer service outsourcing company. It has to do with the management of the questions that come from the customers via numerous channels like phone calls, mails, social media, and live chat. Normally, these interactions are started by the customer because the customer may require help, information or … Continued

Outbound customer service plays a key role in managing customer relationships by actively reaching out to them. Instead of waiting for customers to make the first move, companies take the initiative. The goal? To boost customer happiness, keep them coming back, and build loyalty. This approach includes a range of activities like sales calls, satisfaction … Continued

What is customer retention? Customer retention refers simply to the capability of a company or its product to reserve its clients for a specific duration. Customer retention is how often a customer repurchases a product or service from the company. It is essential for businesses because it is more economical to retain existing clients than to … Continued

First Call Resolution (FCR) is one of the key parameters in customer service. It demonstrates how support teams resolve problems at once without the need to repeat the call. High FCR rates make customers happy by quickly solving their problems. FCR plays a major role in customer satisfaction, engagement, and brand loyalty that it should … Continued