Outsource Consultants

JANUARY 3, 2024

Predicting the future of the call center industry is no easy feat – it’s a complex and ever-evolving landscape. At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Outsource Consultants

JANUARY 17, 2018

In a recent article , Steve Kraus addresses a common, but major, problem in the call center industry: agent attrition. Customers are often frustrated and angry by the time they reach a call center agent, which means the agents should be upbeat with a fresh mind to engage the customer and make them happy.

Call Center 52

Call Center Agent burnout outsourcing Contact Center 52

TechSee

MAY 4, 2021

Inefficiencies in the traditional Call Center Model . In a traditional call center, agents are occupied only up to 60% of their shift time , a number known as agent utilization rate. This is a key KPI that measures the percentage of the day that agents are engaged in active work. Agent Burnout.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

ShepHyken

APRIL 10, 2023

They no longer only interact with a call center worker or a delivery driver; they liaise with email campaigns, chatbots, review sites, and social media. Employee Experience (EX) is the foundation of this, so we asked our Consultants Panel what it takes to get EX right. Here’s what they said.

Customer Service 31

Customer Service Agent burnout Chatbots Engineering 31

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Example: The call center is constantly evolving and new systems are being put in place. Jim Rembach.

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Customer Service Agent burnout Best practices Call Center 100

Robert Davis

APRIL 5, 2018

Telesales agents trained in conversational sales techniques provide a meaningful emotional connection that not only increases conversion rates and customer satisfaction, but customer loyalty as well. Davis and Associates , a renowned customer contact consultant: “The first 30 seconds of an outbound sale call is critical.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

Telesales agents trained in conversational sales techniques provide a meaningful emotional connection that not only increases conversion rates and customer satisfaction, but customer loyalty as well. Davis and Associates , a renowned customer contact consultant: “The first 30 seconds of an outbound sale call is critical.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40