Americans aren’t the only ones fed up with offshore call centers. In “Luring Customers with Local Call Centers,” Newsweek reports that British firms are finding that the cost savings of offshoring are offset by losses in client retention and satisfaction, and companies are moving support operations back home. These firms are making the (wise) assumption [...]

• 1 Comment

I have always been fascinated how seasonality affects business.  For the most part this is pretty obvious - like the fact that Isotoner probably doesn’t sell as many gloves in the summer as they do in the winter.  Or that Haagen Dazs sells more ice cream in August than it does in February.  But, as a [...]

• 0 Comments

A recent study on call center satisfaction suggests companies may need to move off-shore call centers back to the US to satisfy demanding consumers. Customers polled who thought a call center was located outside the US rated their satisfaction level with the call center experience 26 points lower , and were almost twice as likely [...]

• 1 Comment

While I have my own opinion (of course), I would like to read the comments from others associated with mortgage loan originations on the topic of considering national mortgage loan officer licensing.
http://www.thestreet.com/s/nationwide-mortgage-licensing-system-planned/newsanalysis/realestate/10366168.html?cm_ven=BREITBART&cm_cat=Free&cm_pla=Feed&cm_ite=Feed&puc=breitbart?puc=_breitbart

• 22 Comments

Workflow is an integral part of what we do at DoublePositive.  In its basic form the DoublePositive workflow consists of taking leads in, processing those leads in a data format, then converting those leads to live hot transfers.  Of course, anyone who has worked in the online marketing space will tell you thats its not [...]

• 0 Comments

www.grandcentral.com (acquired by Google for reportedly $50M)
I’ll go on record and emphatically agree that GrandCentral is a brilliant idea, long-overdue, and is extremely-likely to surprass all expectations.
If there is any issue worth addressing, it is that of Caller-ID (vis-a-vis OUTBOUND calls) as opposed to the INBOUND calls the service in its current form supports so well.
Just think [...]

• 3 Comments

Here at DoublePositive we look to develop a wide range of sophisticated applications that address the business needs of our customer base.  As a result, we have developed a foundation of software applications that have propelled DoublePositive to one of the fastest growing companies in the country.  In the 2+ years that DoublePositive has been around, [...]

• 0 Comments