Quality Contact Solutions

MAY 4, 2021

It’s not any different if you’re trying to find an inbound call center outsourcing partner. It’s way better to have an ‘owner’s manual’ to help guide you through the process or learn from someone who has firsthand experience. Why do they call? Is it a sales call, customer service, or a technical support call?

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Quality Contact Solutions

MARCH 22, 2021

Goal setting & metrics for the inbound call center. First, you must determine the most crucial goal that will drive your business’s satisfaction and, more importantly, your customers. Is it first call resolution %, service level %, the average time to answer, etc.?

Call Center 98

Call Center First call resolution Abandon rate industry standards 98

Global Response

MARCH 1, 2022

When it comes to KPIs for your call center, one thing is for sure: less is more. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. With Global Response, first call resolution is our gold standard.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62