Quality Contact Solutions

MAY 4, 2021

It’s not any different if you’re trying to find an inbound call center outsourcing partner. Finding an inbound call center outsourcing provider doesn’t have to be complicated or overwhelming. Here are seven inbound call center outsourcing tips for finding the right partner to support your business. Why do they call?

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Taylor Reach Group

SEPTEMBER 25, 2018

The old Contact Center Outsourcing (CCO) model is broken. Clearly, this is not a recipe for customer success and is a contributing factor to why it is so difficult to deliver superior service in an outsourced environment. Service Level attainment becomes a by-product of the qualitative approach rather than a goal unto itself.

outsourcing 98

outsourcing Contact Center Calibration Abandon rate 98

Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. The most common metrics included in CCO agreements are all quantitative: Service Level, AHT, abandon rate etc. Internally the quality assessors can calibrate between themselves.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60