Call Center Outsourcing Archives

Call Center Outsourcing

February 11, 2021

Why OUTSOURCE Your Quality Team?

Cost savings is the primary reason why companies outsource to inshore, nearshore or offshore destinations. Other than the cost factor, outsourcing can also help reduce headaches in technology and people management. This allows the company to redirect these

February 11, 2021

Using Numbers To Effectively Manage Performance

Managing people is not an easy feat to accomplish. New managers will have to face daily deliverables from their bosses and clients. They tend to forget one of the most important aspect of their job which is performance management. As a call center supervisor,

February 11, 2021

Have your EARS to the ground

Did you know that 92% of customers judge an organization based on their interactions with the company’s call center? This would explain the current hype surrounding customer experience and the need to create engaging interactions. Still, a recent Forrester

February 11, 2021

Are Your Agents Having Lunch With Your QA’s?

Organizational chemistry and teamwork are vital components of any successful business. What happens, though, when professionalism is tossed out the window in place of friendship? This happens far too often in the workplace, specifically in a call center

February 11, 2021

Quality Assurance: The Questions you Need to Ask

Call center quality assurance is, for most call centers, an objective that is easier said than done. However, it is undeniably a vital aspect of everyday operations, which leads to significant dividends in improving, exposing, and correcting weaknesses and

Call Center Outsourcing

February 11, 2021

You Want My Money? Speak My Language

Did you know that 79% of contact centres receive calls from customers who are not English speakers? Not-surprisingly, 60% of customers expect to receive customer service in their native language according to a 2016 study by the International Customer

February 11, 2021

Spreadsheets to Dashboards; What’s All The Fuss About Call Criteria?

Regardless of how strong your excel game is, as a call center manager, you need a reliable system to analyze your agent’s performance to increase forecast accuracy and improve operational effectiveness and schedule efficiency. Sadly, most small to

February 11, 2021

How Many Calls Does Your Contact Centre Handle in a Week?

Imagine a call center with 3,000 agents, each making an average of 50 calls a day. Such a center has the opportunity to makeover one million personal connections with consumers in a week. Even with these approximations, it’s easy to make the case that large

February 11, 2021

Tell-tale Signs You Need to Ditch Your Call Center Scorecard!

How many checkboxes does your scorecard have? Most contact centers have gone crazy coming up with boxes to include in their scorecards. There’s a checkbox for the agent using the customer’s name, another checkbox for the agent telling the customer the

February 11, 2021

Manual Quality Management; The Biggest Headache for Managers

Two customers call a customer rep at the same time with the same complaint. One customer stays on hold while the other waits only for a few seconds before an agent gets online. Why the difference? The contact center is fast becoming one of the most

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