Faune/Démantèlement d’un réseau international de trafic d’ivoire, du Gabon vers le Cameroun
Les investigations menées dans le cadre du démantèlement du trafic international d’ivoire du Gabon vers le Cameroun ont conduit à l’arrestation de cinq présumés trafiquants d’ivoire les 8, 9 et 10 août à Lambaréné et à Sindara 1, respectivement dans les provinces du Moyen-Ogooué et de la Ngounié. Au total, 19 défenses d’ivoire et 4 morceaux d’ivoire pesant 120 kg d’ivoire avaient été saisis avec 18 munitions de grande chasse de calibre 458. Quatre présumés trafiquants ont été inculpés le vendredi 18 pour trafic transnational d’ivoire.
Les enquêtes ont été poursuivies par les agents de la Police Judiciaire et de la direction de lutte contre le braconnage des Eaux et Forêts, avec le soutien de l’ONG Conservation Justice. Ces investigations ont révélé l’implication de cinq autres membres de l’organisation, cette fois-ci dans la province de l’Ogooué-Ivindo.
Suite à une opération qui a suivi celle de Lambaréné, un trafiquant suspecté de récupérer des ivoires dans la province de l’Ogooué-Ivindo et du Haut-Ogooué a été arrêté le 11 août. Par la suite, le 17 et le 18 août, quatre autres personnes ont été interpellées entre Makokou et Okondja. Ces quatre fournisseurs ont été successivement arrêtés à Mohoba, Mbela, Zolindin et Bakeba-Bakouaka. Et deux défenses d’ivoire additionnelles ont été saisies, pour un poids de 11 kg.
Le présumé trafiquant de Makokou aurait reconnu certains faits. L’utilisation de véhicules pick-up avec compartiment secret sous la benne se confirme, facilitant le transport de l’ivoire vers le Cameroun. En tant que réseau organisé de type pyramidal, plusieurs coordonnateurs locaux semblent collaborer avec des braconniers dont ils financent les activités et rachètent les ivoires. La tête du réseau se trouverait au Cameroun en finançant les trafiquants locaux, eux-mêmes finançant les braconniers.
Les personnes arrêtées risquent une peine de prison allant jusqu’à dix ans, voire 20 ans puisqu’il s’agit ici d’un réseau transnational organisé en une association de malfaiteurs.
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Top 10 Customer Support Outsourcing Companies in 2023 | Helpware
Outsourcing customer support is a great way to provide affordable but reliable service to your clients.
Whether for voice or non-voice applications, there are plenty of excellent customer support…
Written by Dana Mahoney
Sunday, Jan 22
Table of Contents
Outsourcing customer support is a great way to provide affordable but reliable service to your clients.
Whether for voice or non-voice applications, there are plenty of excellent customer support outsourcing
companies that fit every requirement.
But then again, why even think about outsourcing?
Isn’t local talent good enough to provide the service needed by a company’s customers?
Plus, wouldn’t it be a disservice to customers if a company farms
out its frontline operations to contractors?
What Is Customer Support Outsourcing?
By now, the best customer service companies should know the value
of customer support and why it’s an essential cog in an organization. Like sales and marketing, customer service should already be
in play during a company’s first day, as they are the group that comes into direct contact with
clients.
The main goal of customer support is to keep customers
happy by attending to their needs and responding
to their questions. However, it’s also a way to instill loyalty
and generate additional sales. To do so, an outsourcing company must have its
support team available whenever the customer needs it.
Outsourcing customer support allows companies to maintain an around-the-clock service team managed by industry veterans and experts.
Advantages of Customer Support Outsourcing
Admittedly, not all company startups have leaders who are experts in every facet
of their operations. Given their many responsibilities,
many startup founders accept that they can’t do everything themselves.
Non-core competencies such as customer service can benefit from outsourcing.
Turning the service over to competent experts lets companies benefit from
a bigger source of talent from all over the world.
At the same time, companies that outsource customer support enjoy reduced payroll without sacrificing service quality.
Other benefits of outsourcing include:
More Opportunities to Grow the Business
By assigning customer support to expert outsourcing
service providers, leaders can instead turn to scaling the business.
Overseeing the day-to-day operations can already take much
of management’s time, and customer support is equally demanding.
To help executives focus on the big picture, they’ll need to partner with the best service companies that know what they’re doing.
Enhance Customer Experience
Given the opportunity to communicate and interact with customer
service, many customers will express their satisfaction in getting their voices heard.
If customer service companies and their team address
customers’ issues in a satisfactory way, they’re
more than likely to remain customers.
A pleasant customer experience will almost always lead
to longer retention and a significantly higher customer lifetime
value (CLV). This isn’t to say a stellar customer experience
is only possible through outsourcing. Rather, the chances of improving customer satisfaction come with a continuous and consistent level of service.
Providing a highly specialized, dedicated team of
professionals from day one is a great way to
achieve this quickly.
Top 10 Customer Support Outsourcing Companies
We’ve narrowed down the list of companies with great customer service to the top 10 most prominent ones in 2022.
We’ll also provide a brief description and highlight the main strong points of each outsourcing company.
1. Helpware
Helpware started in 2015 with the initial goal of providing support to
startup companies. Over the years, the company has grown big and is confident enough to provide both enterprise and small business customer service outsourcing solutions.
Providing back office, technical, and customer support, Helpware specializes in assisting companies in various support areas.
This includes Omnichannel Customer Support, Technical & IT
Support, Content Moderation, CX Consulting Services, Back Office Support, Data Labeling, Digital
Marketing Solutions, and Cyber Security. The company provides only dedicated agents, in-house training, and equipment to help its clients boost their productivity
from day one. Now it’s one of the top customer service companies in the US and European markets with numerous awards and
positive reviews from satisfied clients on Clutch and other reputable platforms.
Helpware’s people-focused culture seems very attractive
to businesses sharing the same philosophy.
Pros:
Shows outstanding flexibility when providing for clients’ specific needs.
This means its support can scale along with your company’s growth.
Offers turn-key solutions, so you don’t have to look for either option separately.
Helpware’s focused on developing its people and their skills
and it pays off handsomely, especially in customer support outsourcing contracts.
Some global brands are happy to have their customer support outsourced to Helpware.
2. Sykes
U.S.-based Sykes is one of the pioneers of the BPO industry.
Established in 1995, the company trailblazed its way
to the top and was one of the first BPOs to open multiple locations.
In 2021, the Sitel Group acquired Sykes to widen its reach and
increase its capacity.
Sykes is one of the top 10 service companies and leading service providers of demand generation and customer engagement services, with clients included in the top 2000 companies
worldwide. At the core of Sykes’ business are its
staple services: outsourcing, customer experience, service to sales,
digital transformation, and brand extension.
Pros:
Sykes maintains a pool of service agents from its clients’ home countries.
The company is well-versed in matters concerning data
privacy. Specifically, Sykes follows various privacy guidelines,
including HIPAA compliance and Payment Card Industry (PCI) data security
certification.
3. Ascensos
Founded in 2013 in the UK, Ascensos is one of those outsourced customer service companies that wanted
to change the customer experience by applying a personal touch
to customer care. The company is now Europe’s number-one customer support outsourcing company,
providing bespoke customer experience solutions to clients around the world.
In addition, its contact center operation locations include the UK, Romania, Turkey, and South Africa.
Pros:
Ascensos is more nearshore than an offshore support center, so location and time zone differences aren’t as pronounced as operations in Asia and South
America.
Companies that outsource customer service to Ascensos value the fact that it
supports diversity and inclusivity among staff while focusing on promoting happiness as a key asset among its workforce.
Although there aren’t any published pricing rates,
instead, Ascensos will individually respond to requests for
quotes, the prices of this outsourcing customer service company are more than affordable.
4. Teleperformance
With more than 40 years of experience in the BPO industry, Teleperformance is an established leader in solution design, business optimization strategies,
and front-office customer support. It also offers back-office services such as finance and accounting, collections, and technical support.
Pros:
Teleperformance is a truly global service provider.
It operates in 80 countries and employs more than 330,000 agents speaking over 265 languages and deservedly belongs to a league of good
customer service companies. You won’t find it difficult to get support in the language and location you require.
Clients also appreciate the company’s expertise in providing omnichannel solutions.
5. VXI
VXI Global Solutions is one of those outsourcing agencies that offer customer care and customer experience (CX) solutions to some of today’s major global brands.
In addition, the company offers contact center and BPO services, omnichannel and
multilingual support, software development, CX innovation, quality assurance (QA), and infrastructure outsourcing.
VXI employs more than 35,000 workers in 43 countries throughout North America,
Asia, Europe, and the Caribbean.
The company also prides itself on its ability to help clients resolve major CX and employee experience (EX) pain points and take their customer service systems to the next level.
Like any modern BPO, VXI employs omnichannel support services to enhance communication coverage
for clients. Also, VXI provides additional analytics and insights generation services so
clients can learn as they go.
Pros:
High CX expertise leads to enhanced customer and employee experience.
VXI displays an uncanny ability to scale up or down to
fit its client’s capabilities.
6. InfluX
In its quest to build the world’s first remote-only CX team, InfluX
managed to recruit employees from more than 120 cities worldwide.
This strategy also lets them provide 24-hour customer support outsourcing solutions within the client’s time zone.
In addition, InfluX creates specialized customer experiences that reflect the
client’s vision, voice, and values.
Pros:
Less dependence on automation and more on human interaction make for a better customer
experience.
Having employees in every time zone solves the common offshore problem of mismatched time schedules between clients and outsourcing
companies.
Pay-as-go pricing may be attractive to some
clients who prefer flexible packages.
7. Skycom
Skycom is also on the list of nearshore outsourcing companies that
specialize in multi-continent support services. The company employs native English contact center agents with experience in multiple industries.
Skycom also offers a full range of services, including business
process outsourcing, telemarketing and sales, customer support, and
healthcare. With more than 15 years of experience, Skycom
also employs over 2,000 workers assigned to 35 clients in five countries.
Pros:
Nearshore operations mean fewer problems dealing with
time zone and distance differences.
Skycom covers a wide range of industries, including healthcare, travel, utilities, IT, finance, retail,
and telecommunications.
8. Integra
Integra’s differentiator is its focus on training its workforce in customer psychology.
This means company-provided support agents are more sensitive in detecting changes in the customer’s voice or tone.
As a result, they can respond to these changes to defuse any tension and lead the customer
into a more positive mindset. Starting with four employees in 2004, Integra currently employs more than 1,400 workers stationed across four countries.
It handles customer service duties over the phone,
email, live chat, or social media.
Pros:
Integra offers some of the most cost-effective solutions in the industry.
Sales psychology is also an incredible asset to have
if you work in a customer support outsourcing company.
9. Telus
Telus International is one of the world’s leading digital CX innovators.
In particular, it designs and produces next-generation digital solutions for brands all over the world.
This is one of the Canadian top IT outsourcing companies
that provide IT services and multilingual customer service to industries such
as technology, media, communications, eCommerce, financial technology, travel, hospitality, automotive, healthcare, and games.
Pros:
Telus International is a premium multilingual contact center.
It is one of those IT support outsourcing companies that offer top-tier customer support services in various countries and more than 50 languages.
Telus is famous among IT services outsourcing companies for organizing an annual charitable initiative called “Telus
Days of Giving.” In particular, the company taps 225,000 volunteers from its offices to complete various service projects across
its many host countries.
10. Arise
Arise is a 25-year-old United States-based company that specializes
in providing support outsourcing services across the USA. It employs
more than 60,000 remote agents in the U.S., Canada,
and the United Kingdom. Unlike a traditional BPO, Arise utilizes a network of service partners to provide
the needed customer service experiences. In addition, the Arise Platform helps companies lower expenses.
As a result, Arise clients report an average 25% reduction in contact center service total costs, which is why clients want to outsource customer service small
business really needs.
Pros:
Arise deploys a tiered security approach in its communications with clients.
This ensures they preserve the confidentiality of documents or files sent over.
It also means Arise conforms to widely accepted data privacy regulations such
as HIPAA, CCPA, and others.
Arise also focuses its employment on local
talent, hiring residents of the U.S., UK, and Canada. This means stable employment for
the company and an easier method of hiring or replacing staff
members.
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