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.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

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. The rise in digital channels over the past decade has had a profound effect on service and sales operations.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

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. The rise in digital channels over the past decade has had a profound effect on service and sales operations.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

JustCall

MARCH 7, 2023

Let’s begin with these six components of contact centers: Hardware and software Data tracking, monitoring, analysis Scripts and messaging templates Self-service Cloud-based contact centers Superstar call agents These components facilitate the contact center process in three steps, as discussed below.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

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).

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

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. It’s useful to know, but – time spent talking doesn’t necessarily indicate service quality. #2 Keeping this metric low reduces support costs by helping you answer more queries with the same resources.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

aircall

OCTOBER 31, 2016

Customer support channels include phone support, email, live chat, social media, forums, self-service knowledge bases, etc. It’s possible to outsource your omnichannel support as a whole, and operate as a monolith, every channel coalescing into one. Is outsourcing to an omnichannel service the right choice?

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48