BPO

This is Why Your High FCR Still Isn't Boosting CLV You've done everything right. Your First Contact Resolution (FCR) rates are hitting industry benchmarks—perhaps even exceeding them. Your BPO company has invested in training, technology, and talent. Yet, when you examine your Customer Lifetime Value (CLV), the needle barely moves. What's going wrong? The uncomfortable truth is that FCR, whilst valuable, tells only half the story. The missing piece? Customer Effort Score (CES

In the world of customer support service, there's a saying that goes: "The customer doesn't always know what they want, but they always...

In today's fast-paced business environment, organisations are increasingly turning to Business Process Outsourcing (BPO) to streamline...

In an increasingly connected world, businesses must be accessible to their customers around the clock. Inbound call centre services have...

The Business Process Outsourcing (BPO) industry stands at a pivotal crossroads as we navigate through 2025. What began decades ago as a...