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. For a walk-through on that kind of analysis, check out this blog post.

Service level 142

Service level Call Center Abandon rate Metrics 142

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. She has served clients as an independent consulting partner since 2004. Adam understands the impact that customer experience can have on the bottom line.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

JUNE 9, 2014

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. Ways to meet your agreed service level — 80/20 or not — is for another blog.

Service level 96

Service level Call Center Abandon rate Metrics 96