Call Recording Featured Article

They say “Seeing is Believing” but apparently ‘listening’ also ranks pretty high up there as well.

That’s one conclusion that can be drawn from a recent ranking of the world’s top Business Processing Outsourcers, or BPOs, according to Customer magazine.

Each spring, Customer ranks the top teleservice and BPO providers, and this year’s list shows “The Results Companies (News - Alert)” leading in several categories and placing in all of them.

“These rankings are derived from the detail gleaned from an exhaustive application process, through which teleservices and BPO providers quantify their service delivery in terms of minutes of usage in their various locations,” Customer noted. “Through 30 years of consistency in processing and evaluating these applications, these rankings have become the benchmark for businesses seeking high-capacity teleservices agencies.”

How were the winners chosen? Qualifying teleservices agencies in this year’s program were required to submit responses to a detailed questionnaire, indicating the nature of their operations and listing the number of billable minutes for the 12-month period from Nov. 1, 2013, through Oct. 31, 2014. Verification, in the form of the signature of each agency’s president or CEO, was required, in addition to a letter of verification from each of the telephone service providers used, certifying the number of minutes for which the providers billed the agencies during the evaluation period.

At the top of the list for both “Domestic Inbound” and “Domestic Outbound” winners was The Results Companies, based in Ft. Lauderdale, Florida. A leading global provider of Customer Experience Management services and Business Process Outsourcing solutions, The Results Companies was also ranked respectably in the categories of “International Inbound”, “International Outbound”, “Interactive Minutes” and “Global Aggregate” minutes as well.

The Results Companies utilizes Virtual Observer (VO), a Workforce Optimization Software solution to help achieve and exceed contact center performance objectives. The Results Companies’ success and relationship with Coordinated Systems, Inc. (CSI (News - Alert)) has been well documented for almost a decade now. “We have been very successful using VO as our platform. We have been using VO for over eight years now and CSI as a company has been there for us every step of the way,” stated Brian Yarab, IT administrator for The Results Companies, as stated in the case study which published the success The Results Companies realized with CSI and Virtual Observer.