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The Healthcare Call Center Metrics That Help Improve Care Outcomes

August 21, 2019 | TLC Insights


Your healthcare contact center team needs to have a good “bedside manner.” Inside and outside the exam room, people crave compassion and understanding. And they want any representative of a healthcare provider or payer to communicate with them in an engaging way. When healthcare organizations deliver, they promote a higher level of quality care and […]


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TLC Increases Mortgage Lead Generation 216.7% for Client by Reshoring [Case Study]

August 19, 2019 | Case Studies


TLC Increases Mortgage Lead Generation 216.7% for Client by Reshoring [Case Study] When margins start to compress, most businesses look to cost-cutting measures that lower their perceived risk and provide a reliable ROI. When a U.S. based mortgage company faced that exact predicament, they chose to offshore aspects of their customer acquisition in the hopes [...]


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4 Sales Habits that Scare Your Customers and Capsize Your Outbound Sales

August 14, 2019 | TLC Insights


Your customer acquisition team starts with a major strike against them – and it’s not even their fault! Years of irrelevant sales calls from crummy salespeople soured consumers to outbound calls. In short, bad apples have spoiled the bunch.   However, we’ve found that successful outbound sales acquisition is well within the realm of possibility […]


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How to Lower Your Customer Acquisition Costs – Without Hurting Customer Experience

August 6, 2019 | TLC Insights


We’ve seen plenty of PR nightmares arise as businesses, with the best of intentions, attempt to prune their own acquisition budgets. The most common problem is that as businesses slash customer procurement costs, they also erode their customer experience – creating a financial wash or even a net loss when the dust settles.   An […]


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How Our Retail Customer Care Helped a Major Brand Hit KPIs & Grow [Case Study]

July 26, 2019 | Case Studies


How Our Retail Customer Care Helped a Major Brand Hit KPIs & Grow [Case Study]   A major retail brand sought to break from the status quo and revamp their customer experience. Their new end-to-end vision for retail customer care would need to accommodate seasonal volumes, 24/7 availability, and KPIs capable of improving overall service […]


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The Best Way to Calculate Customer Retention and Keep Your Clientele

July 24, 2019 | TLC Insights


Studies by Bain & Company show the effort to increase customer retention by 5% produces 25% additional profits through upsells, cross-sells, and customer referrals. It’s not a stretch to say your ability to retain customers reflects your ability to grow your bottom line.   So, how do you get the most out of your existing […]


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Tired of Low-Cost Offshore Vendors? It’s Time to Try a Nearshore Contact Center

July 17, 2019 | TLC Insights


Cheap isn’t our idea of a virtue. If you’ve ever driven a low-cost lemon off a used car lot or bought a shoddy home appliance, you’re all too familiar with the reasons why. Yet when the stakes are even higher, i.e. a business searching for a contact center to represent their brand and increase their […]


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What You Need to Know About the Rise of AI in Customer Service

July 11, 2019 | TLC Insights


When we talk about memorable customer experiences, we tend to value what’s human. We celebrate the human touch in a conversation. We take pride in the personable way an agent facilitated a fix or solution. We strive for personalized interactions that wow customers. Yet customer service, like every business function, is being transformed by automation […]


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Do What You Do Best and Outsource the Rest: How Contact Center Outsourcing Boosts Your Business

July 1, 2019 | TLC Insights


You’ve heard the old expression: do what you do best and outsource the rest. It makes sense – hand off anything that isn’t core to your business so you can focus on what matters most. But what does that look like for your business? How do you determine which functions are not only unnecessary to […]


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TLC Associates Adds Jobs in New Mexico & Grows Fortune 100 Partnership

June 26, 2019 | TLC Insights


TLC Associates to hire 100 additional agents at two New Mexico call centers to support a major telecommunications brand.   CEDAR RAPIDS, IOWA, June 26th, 2019 -– TLC Associates (TLC), one of the fastest growing outsourced contact center companies, is adding over 100 agents between their Las Cruces and Alamogordo call center facilities in New […]


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