BlueOcean

OCTOBER 4, 2023

Customer saves are a key metric, and we outperformed the previous partner, with nearly ten years’ experience under their belt, right out of the gate, realizing a nearly 5% increase in retention during our first quarter in production. The value of that improved metric plays a big role in the client’s bottom line.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Anexa BPO

FEBRUARY 17, 2023

Using operational and financial metrics that are already familiar tools to these upper-level leaders can support your position, and prove your points. Data and metrics that are pulled from surveys simply won’t fit in this context and won’t provide ongoing analysis and feedback requirements.

B2B 52

B2B Bilingual agents Outbound sales B2C 52

Global Response

SEPTEMBER 11, 2023

When a call center provider has demonstrated expertise, this is usually evidenced by: certifications such as HIPAA and PCI compliance positive testimonials and reviews from other clients case studies demonstrating positive results clear experience within certain industries a sustainable and long-standing business (e.g.

Call Center 62

Call Center outsourcing Telemarketing Bilingual agents 62

Global Response

JULY 23, 2023

Highly specialized or technical industries. This is most often the case with highly specialized or technical industries, where in-house experts would be able to provide more specialized support through deep knowledge of the product or industry. Organizations needing to improve customer service metrics.

Call Center 62

Call Center outsourcing Customer Service Bilingual agents 62

Global Response

JUNE 20, 2023

This begins by identifying—and tracking—core KPIs (Key Performance Indicators), or metrics for success and quality—amongst your team. For more ideas on key metrics to track, read our breakdown of most important KPIs for call centers. Which KPIs are most important to measure depends on your team, goals, services and objectives.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

Global Response

APRIL 17, 2023

Many offshoring companies offer multilingual support, but their agents are more likely to be fluent in languages that are less common in the US and Canada. Feature #2: Experienced Agents Similarly, the overall experience and expertise of your BPO call center’s agents will make or break your call center outsourcing experience.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

Anexa BPO

FEBRUARY 23, 2023

Let’s look at some of the success-specific metrics that help measure true customer success. Churn Rate This metric provides insight – in the form of a percentage – into the number of customers that you have lost over specified periods of time. This data can be used to identify the revenue loss attached to each customer.

Bilingual agents 52

Bilingual agents Customer centricity industry standards Metrics 52