Blog

In this Q&A session, we sit down with Kimberly Bermejo, a team lead at Balboa Digital, to discuss her journey, experiences, and insights into quality assurance. Kimberly shares her career path, the challenges she has faced, and what makes her role fulfilling....

First Call Resolution (FCR) is a critical metric for any customer service operation. It measures the percentage of customer inquiries or issues resolved on the first contact, without the need for follow-up. High FCR rates are indicative of efficient service, customer...

In today’s fast-paced business environment, capturing and managing leads efficiently is crucial for sustained growth and success. Balboa Digital’s Lead Capture Services are designed to help businesses seamlessly handle inbound calls from potential customers, ensuring...

In the business world, no matter the industry, customer service is a critical differentiator. Call centers play a pivotal role in shaping customer experiences, making quality assurance (QA) an essential component of call center operations. When outsourcing call center...

Meet Sam Salterio, a Senior Lead Verification Specialist at Balboa Digital, who has carved a niche for herself through dedication and a passion for excellence. Known affectionately as Sam, she has been with the company for over a year and a half, contributing...

Lead generation is a crucial aspect of any business’s growth strategy. It involves identifying potential customers who are interested in your products or services and nurturing them into becoming qualified leads. Without a strong lead generation strategy, businesses...

In today’s fast-paced business environment, companies are constantly seeking ways to streamline operations and enhance efficiency. One effective strategy that has gained significant traction is outsourcing back-office support services. This approach not only helps...

In today’s globalized economy, businesses are constantly seeking ways to enhance efficiency, reduce costs, and improve customer service. One effective strategy is outsourcing call center operations to countries with a strong business process outsourcing (BPO)...

When calculating the total cost of employing a U.S.-based call center agent, it’s essential to consider several additional expenses beyond the base salary. These costs can significantly impact the overall budget and should be carefully accounted for to ensure accurate...

Over the past five years, the cost of employing U.S.-based call center agents has notably increased. Various factors, including economic conditions, technological advancements, and shifts in the labor market influence this trend. Let’s delve deeper into the specifics...