As outsourcing growth continues apace following the global impact of the pandemic, the Nearshore region is enjoying a serious uptick in demand. But in one small Central American country in the news for its Bitcoin adoption and internationall...
The impact of the Covid-19 pandemic has forced BPO companies to rethink the way they deliver services. Businesses that thrived during the period quickly understood the need to evaluate and rethink the tools and methods they use to engage thei...
Imagine this scenario: A skilled call center agent surpasses all the hiring requirements and is brought on board. They are highly motivated and eager to start their new job. Three months later, performance issues begin to surface, and withi...
Putting top talent into customer-facing roles is the key to achieving high customer satisfaction, yet the current labor crunch makes it all but impossible for companies to keep their call centers staffed with skilled agents.
Th...
Contact center outsourcing clients want guaranteed business continuity and security that is out of reach for BPO providers that are either pure-play brick-and-mortar or work-at-home providers. The only real solution is a strategic ble...
Nearshore contact centers with work-at-home capabilities are more reliable than ever, giving brands the opportunity to protect their business continuity strategies well into the future.
While work-at-home has been an option for y...
While work-at-home has been an option for y...
Have you ever called into a customer service line and known you were talking to someone 3,000 miles away? That distance is about more than physical separation; it can mean an inability to connect and to understand each other, and in custome...
Sure, big hiring bonuses are alluring, fair and reliable paychecks are a necessity as is a safe work environment, but what else are. contact center agents really looking for from their employer? In an industry where high churn rate...
In 2006, the five major payment processors developed an industry-wide standard. The Payment Card Industry Data Security Standard (PSI-DSS) is a voluntary system guided by 12 tenants designed to incorporate both high technology and common sens...
When partnering with a contact center provider, accountability and performance tracking are key to a successful, long-term relationship. The Office Gurus, a premier global call and contact center provider, serves as a resource for thi...
Although the terms ‘contact center’ and ‘call center’ seem synonymous, there are some key differences between the two.
A contact center is a hub for managing customer communications and customer service acros...
Your internet is down. After being on hold for 20 minutes waiting for someone to answer the phone, you spend another 45 minutes going back and forth with the agent to resolve the problem. Just as you are about to end the call the agent asks...
Your company’s success is often determined by how well you provide customer service.
Have you ever had such a negative customer service experience with a brand that it stopped you from shopping with them again? If so, you’re no...
Great article in Forbes Magazine about the power of Voice Analytics. At TOG we utilize Voice Analytics to enhance the overall agent and customer experience in an effort to create the best brand ambassadors possible!
The Amazing Potential Of...
As you begin your search and start having conversations with potential partners, REMEMBER it’s important the call center you choose is compatible with your business, has the resources available to handle your anticipated call volume, an...
We are responsible for recruiting and hiring new Gurus. Through our recruiting efforts and screening protocol, we attract and hire the best talent in the industry. &...
We provide Operations with the Key Performance Indicator (KPI) results for every customer. Operations uses this data to create action plans designed to address the root cause for each area of opportunity in order to ensure that ...
Our group is responsible for the creation of solutions for clients and the maintenance of applications. We create user-friendly applications that make our employee’s lives easier, improve the efficiencies of our internal proc...
SUPERIOR GROUP OF COMPANIES, INC. REPORTS OPERATING RESULTS FOR THE SECOND QUARTER JUNE 30, 2019.
The Office Gurus continues to perform to expectations with quarterly net sales growth to outside customers of 11.6% over the compa...
The Office Gurus continues to perform to expectations with quarterly net sales growth to outside customers of 11.6% over the compa...
We focus on providing our customers and the operation with the raw data, reporting, and insights needed for enhanced decision-making. The insight from TOG BI allows our team along with our client partners to make informed decisions, ...
TOG University: Congratulations to the latest class of Team Lead graduates. Your hard work and dedication is appreciated. &...
We are responsible for overseeing the implementation of new programs and ongoing account management. We serve as the liaison between the client and TOG Operations. For our clients, we are the voice of TOG, and for TOG, we are the voice o...
TOG University:
Congratulations to the latest class of Team Lead graduates. Your hard work and dedication is appreci...
Congratulations to the latest class of Team Lead graduates. Your hard work and dedication is appreci...
We passionately believe in improving the communities where we operate through our social responsibility program – TOGether. Our Gurus in El Salvador recently reinforced their commitment towards supporting children with cancer th...
We create opportunities through the training and development of our human talent, helping them achieve their full potential. Our values help guide the exceptional service that we provide our clients. We are responsible for preparin...
El Salvador is the smallest and most densely populated country in Central America. The country had an economy based on coffee production and textiles until the early 21st century, when the country moved to an economy based on the servic...
The secret to creating a customer centric organization is to incorporate customer focus in every aspect of the organization. Everyone within the organization from the receptionist to the trainer to the CEO must focus on respect, courtesy an...
The call center and outsourcing industry has expanded rapidly worldwide over the last twenty-five years as a result of varying client requirements. Thus, finding a partner that fits with your company’s needs has become increasingly mor...
SUPERIOR GROUP OF COMPANIES, INC. REPORTS OPERATING RESULTS FOR THE FOURTH QUARTER AND YEAR ENDED DECEMBER 31, 2018
- ANNUAL NET SALES INCREASED 30 PERCENT
- ANNUAL NET INCOME INCREASED 13 PERCENT
- 25TH CONSECUTIVE QUARTER WITH SALES ...
Did you know that The Office Gurus is SOC 2 Type 2 Certified? SOC 2 Type 2 requires companies to establish and follow strict information security policies and procedures encompassing the security, availability, processing, integrity...
Every company that uses outsourcing to manage or augment their customer service expects the BPO to treat their customer by their standards. Companies invest heavily in establishing quality assurance standards, deciding on Key Perfor...
If a caller is fortunate enough to make it past the seemingly endless menu of a call center’s IVR (Interactive Voice Response) system, they are often tossed into a queue of untrained, poorly motivated agents, who without a script woul...
The term BPO stands for Business Process Outsourcing, and is a practice used to help companies manage back-office tasks. BPOs are used in a variety of industries, from technology to banking to mobile apps to healthcare. Collaborating with a BP...
Recognizing the differences between a contact center and a call center can be challenging. The main difference between a call center and contact center is based on the method of communication handled by the operation.
Historically, a cal...
TOG is excited to be an exhibitor at the Affiliate Summit East, taking place July 29-31 at the New York Marriott Marquis. Come visit us at Booth 2019 and learn how affiliate marketers benefit from our call center solut...
Companies globally are turning to outsourcing as a solution for their business processing. There are clear advantages to choosing a trusted outsource company to manage business processes that can get expensive in-house. Today, some of th...
One of the most important aspects for a company is their customer service. A business is entirely reliant on the satisfaction of its customers. Therefore, when considering your call center, it’s important to ensure your strategy i...
Selling over the phone is incredibly difficult. Generally, it involves catching someone who wasn’t planning on buying something at a time when they had no intention to talk to anyone. Not only can it be very uncomfortable, it is just ver...
Outsourcing certain business processes is an extremely valuable tool in modern industry. Companies tend to divert valuable resources to attempting to build internal call centers, and handing off individual processes to more capable o...
In today’s competitive business environment, business owners are searching for cost-effective solutions for operating their company. Outsourced partners provide scalable options for both small and large corporations. Business owners ar...
A primary goal of a business owner is to operate a financially successful company while having to focus on organizational growth at the same time. They strive to provide the services or products that consumers are looking for and stand apar...
The definition of outsourcing has broadened in the last 20 years. A company may choose to outsource their back office functions, human resources, payroll, or the more traditional model of customer service, support or sales. What an organizatio...
An outsourcing process is not complete once a service contract is signed. This only denotes the start of business relationship! Consider how factors discussed during the negotiating process may impact the ongoing relationship. Here ar...
Many companies when making a decision to outsource focus primarily on cost. Companies that have or are outsourcing realize that cost is only a part of the equation when selecting the right partner. Finding the right partner and a successful on...
Once an agreement has been executed with an outsourcing partner, the key to the success of that relationship is viewing each other as equals. If the relationship has been planned properly, expectations are already in place on both sides, an...
By 2022, the global market for Business Process Outsourcing (BPO) is projected to reach US$262.2 billion [1]. BPO call centers continue to provide a cost-effective alternative solution to properly staffing and managing an in-house custome...
THERE ARE MANY FACTORS TO CONSIDER WHEN DECIDING WHETHER OR NOT TO OUTSOURCE. HERE IS A TOP 10 LIST, BUT MAKE SURE TO CONDUCT THOROUGH DUE DILIGENCE ON THE OUTSOURCING PARTNER YOU CHOOSE. NOT ALL COMPANIES ARE CREATED EQUAL, BUT
Choosing the location for your call center outsourcing partnership should be of the utmost importance. The way people communicate via telephone greatly differs from continent to continent, even if both parties are speaking the sam...
For a moment, put yourself in the shoes of a call center agent. You just finished classroom training. You are amped to get started. You’ve learned about the product or service, the telesales methodology, you have listened to demo calls...
The lifeblood of every call center is the frontline supervision. They are the straw that stirs the drink, the mechanic that makes sure the squeaky wheel gets the grease, the offensive coordinator, etc.! This is the group responsible for drivin...
When selling over the phone many telemarketers focus solely on the products and services they have been tasked to pitch. They take a deep breath and then rush through the cost, perceived quality and added efficiencies they offer as quickly a...
Introduction
Even smart, customer-centric companies make customer service mistakes. These mistakes are due to many reasons – improper training, poor habits, or simply bad decisions – however, everything can be remedied...
Even smart, customer-centric companies make customer service mistakes. These mistakes are due to many reasons – improper training, poor habits, or simply bad decisions – however, everything can be remedied...
The Office Gurus is a company that is committed in supporting our Salvadorean youth. More than 70% of our employees are between 18-25 years old. Our youth from our perspective not only provides good energy and optimism but they also brin...