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Remove 2024 Remove Agent burnout Remove Average Handle Time Remove Morale
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2024 Predictions for Call Center Outsourcing

Outsource Consultants

JANUARY 3, 2024

Building on these reflections, we’re also ready to detail our 2024 predictions. Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024. The call center industry was grappling with high turnover and absenteeism, prompting a shift towards prioritizing agent stability and morale.

Call Center 67
Call Center outsourcing Morale Interactive Voice Response 67
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Protecting Your Contact Center Agents’ Emotional Well-Being

Playvox

APRIL 4, 2023

Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Agents need to hear when their performance could use some help.

Contact Center 78
Contact Center Agent burnout Morale Coaching 78
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