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. The call center industry was grappling with high turnover and absenteeism, prompting a shift towards prioritizing agent stability and morale. The reason?

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Playvox

OCTOBER 19, 2021

Solutions include reducing agent-assisted volume, maximizing the capacity you already have, and automating processes in order to relieve agent burdens. What happens when you don’t have enough contact center agents? When you have an agent shortage, it causes significant CX, operational, morale, and cost issues.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Babelforce

JULY 29, 2021

The answer is more automation , more agents, or better outsourced overflow capacity. #14 Self-service , omnichannel support , and being proactive can reduce customer effort. . #18 Average idle time measures the time agents waiting for calls to come in. This shows the rate of unauthorized days off taken by agents.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52