As previously featured in My Mortgage Mindset

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The question that many people ask when looking into call center outsourcing or implementing their own: Why pay someone $27 an hour to outsource my call center, when I can hire someone for $13 to do the same thing? 

When getting ready to set up your own contact center, there are many variables to consider. Such as the cost of benefits, dialer costs, basic overhead, recruiting, training, and turnover. It's not just as simple as paying someone $13 an hour. 

Not sure if you should outsource your call center? Click here.

See the infographic below for more information on how much it costs per agent in-house vs. an outsourced call center. 

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Customer service experience is the customer's view of how a company treats them. It is what builds the thoughts and feelings a customer has towards a company, and drives behavior and loyalty. 

Improve your customer service through outsourcing

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Customers are like family. You can't live with them, and you can't live without them. No matter how annoying or demanding they can be at times, you still need to do your best to keep them around. They are the reason why your business exists and continues to do so, which means you depend on them. '

This is why customer engagement and a focus on how you can improve customer service is so vital to the success and longevity of a company. Did you know that engaged customers can provide a 23% increase in profit, compared to just average customers? But the problem is, how do you keep your customers engaged? It can be tricky, especially when talking on the phone with them. Their attention was on something else before they got on the call with you, and you want to be able to gain and keep their attention. Here are 7 ways to improve customer engagement on a call:

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Article as previously featured in Progress in Lending Association's Tomorrow's Mortgage Executive.

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Are you considering outsourcing your contact or call center? The BPO industry is booming no matter what vertical you're in and has proven benefits across the board. But the market is saturated with options to choose from. How can you confidently find the best one?

We believe the ideal qualities of a call center outsourcing partner fall into the following categories:

•Data

• People

• Technology

• Good Value

• Excellent Service

Below is a detailed breakdown for what to look for in a great contact center outsourcing company.

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INTRODUCTION

So you’ve decided to outsource your call center. You are now tasked with finding a company to take on this monumental responsibility, and there is an endless pool of contestants to choose from. How do you decide which is the right provider for you? This worksheet download is here to help guide you in your search, and hopefully make an overwhelming process a little bit easier.

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Lead generation typically entails a lot of trial and error, but with these 5 easy steps you can be generating leads for you and your business like a pro! The infographic below gives you 5 easy steps to get and keep mortgage leads! 

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For drug manufacturers and pharmaceutical companies, patient recruitment is the "elephant in the room". It is the primary cause of missing deadlines and early termination for a clinical trial if the trial fails to meet recruitment goals. Dealing with delays can be expensive, on top of already expensive clinical trial costs. As of 2015, just to develop and gain approval of one new prescription drug would cost a pharmaceutical company upwards of $2 billion dollars. 

Here are 3 steps to developing a successful patient recruitment strategy. 

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In the realm of Contact Center Outsourcing there are a lot of misunderstandings and myths that seem to swirl around the topic. We're here to discuss 11 of those common misconceptions, from cost to quality, we want to clear the air some, and prove that outsourcing your call center may be the answer to growing your business after all.

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