The Manager’s Guide to Call Center Service Levels
Fonolo
FEBRUARY 9, 2023
For some outsourced call centers (BPOs), missing a service level could result in financial penalties — or even the loss of their contract! Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology. Whatever the story is, clearly we need to approach this “standard” with skepticism.
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