Outsource Consultants
JANUARY 3, 2024
At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. Many juggled the challenge of maintaining existing morale while migrating more agents back to the office ; while others simply wanted to ensure their agents stayed engaged.
Hodusoft
AUGUST 9, 2023
Outsource the rest.” It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. As per a study conducted by Clutch, more than one-fourth of small businesses surveyed outsource their customer service to BPOs (business process outsourcing organizations).
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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. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time).
Babelforce
JULY 29, 2021
So which metrics are the most useful? Talk time is a simple metric; it’s the total time agents spend dealing with callers. AHT is the average time it takes agents to handle a call, from when they pick up to when they finish after call work. Agents often have extra work to do when a customer hangs up. 9 Wait time.
Quality Contact Solutions
DECEMBER 31, 1969
It helps determine how your agents are operating, allowing management to make better informed decisions. If an agent’s utilization is at 95% while another is at 30%, that’s out of alignment. We’ve all seen it…call after call with little to no breaks can quickly turn into agent burnout. Talk about maximizing your ROI?!?!
Global Response
AUGUST 7, 2023
Celebrate and recognize all-star employees with recognition and rewards that make sense, and reward both quantitative metrics and results as well as more soft skills and interactions. Ultimately, one of the best ways to reinforce call center cultures is to reward the behaviors you want to see.
Robert Davis
APRIL 5, 2018
The big surge in telemarketing operations happened in the early 1980s to mid-1990s when the industry grew from employing a half-million agents to 4.5 both in-house and outsourced, rose from fewer than 80,000 to 565,000. Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.” Completion rates. List yield.
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