Blog
On outsourcing and customer support.
Practical guides for companies that want to hand customer support, sales or back office to a partner: models, data protection and what really matters in the collaboration.
Call center outsourcing to Serbia: what US and European companies should know
Language, time zone, workforce, data protection and the path from first call to steady state: a plain guide for companies considering Serbia as a nearshore location for customer support or sales.
Read →GDPR and call center outsourcing: what you need when your provider is in Serbia
The contracts and measures EU and UK companies need when a contact center in Serbia processes customer data: data processing agreement, standard contractual clauses or IDTA, transfer impact assessment, call recording, remote agents. With a checklist, and a note for US clients.
Read →Nearshore, offshore or in-house: choosing a model for multilingual customer support
The three operating models for customer support and sales compared: language availability, time zone, management, scaling and data protection. With a decision table and the hybrid model that has taken over in practice.
Read →Outsourcing appointment setting: how it works with an external team
When outsourced appointment setting pays off, what makes an appointment valid, which rules apply to outbound calls in the US, the UK and the EU, and which metrics you use to run the campaign.
Read →Outsourcing customer support: a 12-point checklist before you sign
Which support tasks are ready to be outsourced, what has to be settled before the start, and how to tell after four weeks whether the provider delivers. A checklist for companies in the US, the UK and the EU.
Read →Tell us what you need.
Describe the task, the language and the volume. Within 48 hours you get a team proposal, a collaboration model and a quote.