Getting the Most Out of Your BPO: A Guide for Contact Centre Professionals
Executive Summary In today’s competitive landscape, outsourcing to a Business Process Outsourcing (BPO) provider is often seen as a strategic move for businesses who are aiming to reduce costs, improve efficiency, and enhance customer experiences. However, simply engaging with a BPO partner is not enough. This whitepaper explores best practices for maximising the value of […]
Outsource the Love, Keep the Loyalty – Making Retention Easy for Subscription Businesses
In the super competitive landscape of subscription-based businesses, the focus often leans heavily toward acquiring new customers. While expanding your customer base is essential, the significance of retaining existing subscribers cannot be overstated. Customer retention not only ensures a steady revenue stream but also enhances profitability and fosters brand loyalty. With the above in mind, […]
From Isolation to Connection: How Newstel’s Employee-Led Clubs Are Transforming Remote Work Culture
At Newstel, we believe in building not just a company, but a community. As a global, multilingual organisation spread across four distinct locations, we’ve always embraced flexibility and diversity as our strengths. Yet, when the results of our latest employee engagement survey revealed a recurring theme – social isolation – we knew it was time […]
Maltese Magic: The Hidden Benefits of Outsourcing your Customer Service to Malta
In the ever-evolving world of customer service, businesses are constantly looking for ways to optimise costs, enhance efficiency, and provide customer support excellence. Whilst the likes of India, Poland and South Africa have become go-to destinations in the world of customer service outsourcing, at Newstel Worldwide we’ve discovered one of the best-kept secrets in the […]
The Cracks Beneath the Surface: 5 Key CX Challenges in UK E-Commerce Today
You won’t be shocked to hear that UK retailers still face growing pressures to meet their customer’s expectations, especially when it comes to CX. Yet for all the advancements in automation, AI, and fulfillment logistics, a number of well-known British brands are struggling to keep up with the pace. From cyberattacks to operational inefficiencies and […]
Wait … does Gen Z actually prefer phone calls for Customer Service?
For years, we’ve been told that Gen Z – those born between 1997 and 2012 – can’t stand talking on the phone. Texting, DMs, emojis – that’s supposed to be their thing, right? But it turns out, when it comes to sorting out customer service issues, this younger crowd actually prefers picking up the phone. […]
Customer Service Guide for Startups: Maximum Impact, Minimum Cost!
Starting a business is an exciting journey. However, one of the key factors that can make or break your success is customer service – something of which is often forgotten about from the outset. For startups, delivering excellent customer service can be challenging due to initial budget constraints, limited manpower, and evolving business needs. In […]
AI or Erasure? The ethical dilemma of accent-neutralising technology in Customer Service
As we move into an era where artificial intelligence (AI) is reshaping industries, Teleperformance’s recent implementation of AI-driven accent translation technology in its Indian call centers has sparked a debate of sorts. This technology, developed in collaboration with Palo Alto-based startup Sanas, aims to “neutralise” the accents of English speaking Indian customer service agents in […]
Agentic AI – When AI Becomes Your Agent
As businesses face growing customer expectations and increasing operational complexity, Agentic AI – AI systems capable of acting autonomously to achieve specific goals – has emerged as a transformative force in the customer outsource industry. Unlike traditional AI models which are limited to providing suggestions or predefined responses, Agentic AI can take initiative, reason across […]