BPO Vendor Management Part One: Top 5 Tips for Better KPI Performance
Outsource Consultants
MARCH 29, 2021
You can’t expect BPO agents dealing directly with customer complaints to maintain the same CSAT scores as those handling account upgrades, for example. KPIs that are set too high will cause agents to fall short and lose morale; Too low, now you’re missing out on revenue and customer service improvements.
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