Looking for a new contact center outsourcer is rarely as simple as it sounds. That’s why we’ve pulled together our top “How To” procurement tips so you don’t have to spend hours hunting down the resources. From call center outsourcing costs and RFP questions to onboarding and strategizing with your new outsourced partner and their […]
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Your contact center goals are to achieve cost-effectiveness and efficiency while also delivering exceptional service experience to your customers. The challenge is, how does that translate into numbers? Calculating call center costs in order to build a business case for outsourcing depends upon a complex array of factors and considerations. We want to make it […]
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In the outsourced call center world, we measure everything in terms of percentages: minutes and seconds, dollars and cents. Measuring deep into the trenches of the contact center is an absolute must. At the end of the day, the math needs to always work in the client’s favor. How fast are agents answering calls (Average […]
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