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.
CCNG
MAY 11, 2022
Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? Let's jump right in. ?
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Global Response
AUGUST 7, 2023
If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures. How your team communicates, shares information, and collaborates makes up a big part of your call center culture. Communication. Your customer focus.
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.
Outsource Consultants
JUNE 15, 2022
The Impact on Contact Centers. A growing number of call centers are helping consumers track their products, from when they will arrive home to if they are in stock elsewhere. For the time being, these higher call volumes should not be treated as an anomaly and your call center should be staffed accordingly.
Fonolo
AUGUST 15, 2023
When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. You might think a simpler measurement like “call per hour” would answer this same question.
Playvox
OCTOBER 19, 2021
Anecdotally, even the promise of substantially higher contact center agent salaries isn’t resulting in the number of qualified hires call centers need to fully staff up. With the holiday rush looming, an agent shortage could be detrimental to business. Increased agent burnout.
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