Email Support Outsourcing
Email support outsourcing is handing off a company’s customer service inbox to an external team trained to respond to emails within agreed time frames and in the company’s brand voice. It’s often one of the easiest channels to outsource, since it doesn’t require real-time staffing the way phone or chat does. An outsourced email team […]
Dedicated Agent Model
A dedicated agent model is a staffing approach where specific agents are assigned exclusively to one client, so they build deep product knowledge instead of rotating across accounts. Unlike a shared support pool where agents split their time across multiple businesses, dedicated agents work only on one client’s tickets, tools, and processes. This model is […]
Customer Support Outsourcing
Customer support outsourcing is the practice of hiring an external team to handle a company’s customer service instead of building and managing that function in-house. The outsourced team typically handles phone, email, live chat, and social media inquiries on the client’s behalf, often using the client’s own tools, brand voice, and processes. Companies outsource support […]
Customer Satisfaction Score (CSAT)
Customer Satisfaction Score (CSAT) is a metric, usually gathered through a short post-interaction survey, that measures how satisfied a customer was with a specific support experience. It’s typically collected right after a conversation ends, asking a simple question like “How satisfied were you with this support experience?” on a numeric or emoji-based scale. CSAT is […]
Customer Effort Score (CES)
Customer Effort Score (CES) is a metric that measures how much effort a customer had to put in to get their issue resolved. It’s typically gathered through a post-interaction survey asking something like, “How easy was it to resolve your issue today?” on a numeric scale. CES is based on research showing that reducing customer […]
Call Center Outsourcing
Call center outsourcing is hiring an external provider to staff and operate some or all of a company’s phone-based customer support, instead of building and running an internal call center. The outsourced team answers customer calls, resolves issues, and routes complex cases, typically using the client’s own phone systems, scripts, and brand standards. Outsourced call […]
Business Process Outsourcing (BPO)
Business Process Outsourcing, or BPO, is the practice of contracting a third-party company to run a specific business function rather than performing it in-house. Common outsourced functions include customer support, data entry, telemarketing, HR administration, and back-office processing. BPO is a broad umbrella term — customer support outsourcing is one type of BPO, alongside categories […]
B2B Telemarketing
B2B telemarketing is outbound phone outreach to other businesses for purposes like lead generation, appointment setting, or account follow-up. Unlike consumer-facing telemarketing, B2B campaigns typically target a smaller, more defined list of decision-makers, with calls focused on starting a business relationship rather than closing a single transaction on the call itself. Because B2B sales cycles […]
Average Handle Time (AHT)
Average Handle Time (AHT) is a customer support metric that measures the average amount of time an agent spends handling a customer interaction from start to finish, including the conversation itself and any follow-up work required to close it out. AHT is one of the most commonly tracked efficiency metrics in call centers and support […]
After-Hours Answering Service
An after-hours answering service answers customer calls, chats, or messages outside a business’s normal operating hours, such as evenings, weekends, and holidays, so no inquiry goes unanswered overnight. Rather than sending customers to voicemail after hours, calls are picked up by trained agents who can answer questions, take messages, or route urgent issues appropriately. This […]