Outsource Consultants

JANUARY 3, 2024

At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. The balancing act of innovating to attract and retain clients and streamlining to cut costs seemed inevitable given the uncertain market conditions. The reason?

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

The Northridge Group

AUGUST 31, 2023

Across the company’s three largest business groups, we saw increased First Contact Resolution (FCR) rates, decreased Average Handling Time (AHT), and reduced attrition. A recent report by Frost & Sullivan found that in 2022, 25% of CCaaS vendors outsource their implementation to third-party vendors.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67

The Northridge Group

AUGUST 31, 2023

Across the company’s three largest business groups, we saw increased First Contact Resolution (FCR) rates, decreased Average Handling Time (AHT), and reduced attrition. A recent report by Frost & Sullivan found that in 2022, 25% of CCaaS vendors outsource their implementation to third-party vendors.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67

Fonolo

MAY 25, 2022

From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Industry Report: State of the Contact Center 2022. Before you get to chopping, it’s imperative that you first understand where your money goes—get an idea of your average cost per contact , so you know where you stand.

Call Center 67

Call Center Technology First call resolution outsourcing 67

NobelBiz

APRIL 25, 2023

by 2022, 50% of major enterprises would have failed to combine interaction channels , resulting in a disconnected and walled customer experience devoid of context. Well-trained agents can handle customer interactions more efficiently, leading to higher first-call resolution rates and reduced average handling times.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

BlueOcean

MAY 13, 2021

Despite the introduction of these three new motivators of brand loyalty after COVID-19 reshaped the market, customer experience still reigns supreme. We’ve written before about the changes in consumer behaviours and the impact on customer care – from fluctuations in arrival patterns to dynamic average handle times.

Average Handle Time 62

Average Handle Time outsourcing Customer Care Sales 62

Global Response

JANUARY 23, 2023

Increase our inbound sales leads by 30% in Q1 compared to Q1 of 2022.” Hire 4 new agents in Q1 to reduce time in queue and average wait times by the end of Q2.” You should also set goals around specific actions that will impact CSAT, for example, improving FCR rates or reducing average time in queue.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62