5-reasons-why-qa-outsourcing-is-a-must 
Vcaretec
AUGUST 8, 2023
Outsourcing customer service is something that the majority of new business owners are wary of, and for good reason. However, good customer support outsourcing won't sacrifice quality and may, in many cases, enhance your service. Systems Integrator Verify the integration team at the outsourced firm is capable.
Expivia
OCTOBER 20, 2020
Being that we have over 25 years of call center outsourcing experience, we thought it could be helpful to talk about how to manage your partner while outsourcing: How your relationship should work, and what strategies you should implement. Here are two articles that we have written on choosing the best call center outsourcer.
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Global Response
JUNE 27, 2023
Many call centers make this mistake for one of two reasons—either: intentionally, with the hopes that a broader (and less clear) job description will attract more applicants, making hiring easier, or unintentionally, with a lack of time or resources making it difficult to dedicate resources to crafting clear job descriptions and roles.
CCNG
JULY 27, 2022
Times have changed, and where necessary, call center and BPO metrics must change with them. While the list of KPIs is endless, standard metrics that have stood the test of time include Quality Assurance (QA), Customer Satisfaction (CSAT), First Call Resolution (FCR), After Call Work (ACW), Service Level, and Occupancy.
Global Response
DECEMBER 21, 2023
As onshoring—or domestic outsourcing—continues to grow in popularity, many companies are wondering if it’s worth investing in domestic outsourcing help, especially considering that it’s generally more expensive than offshoring. Is the investment worth it?
Expivia
OCTOBER 4, 2021
This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders. But, we’re getting ahead of ourselves… If you decide to outsource your contact center needs, you need to do it right. What Is Contact Center Outsourcing?
Callminer
AUGUST 1, 2017
Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . Tyler Riddell. Alex Tebbs. One of the most important aspects of a call center is that phone traffic flows correctly…”.
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