Tag: Outsourced Call Center

Beyond KPIs and Metrics: How to Measure Outsourced Call Center Performance

by Andrew O'Brien in Andrew O'Brien, Blog, Call Center Metrics

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. The math provides us with insights on how to improve the customer experience and gain greater value for the client.  We’re constantly asking […]

 

Read More

What You Need to Know When Looking for a New Contact Center Outsourcer [Slideshare]

by Blue Ocean in Blog, Contact Center Budgeting, Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing

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 […]

 

Read More

5 Cost-Effective Reasons to Outsource Your Contact Center [Slideshare]

by Andrew O'Brien in Andrew O'Brien, Blog, Contact Center Budgeting

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 […]

 

Read More