OrecX

AUGUST 15, 2018

As a BPO or call center outsourcer, you are potentially taking over a role your clients cannot manage on their own or don’t want to handle any longer. Here are the top 18 call recording features to consider when purchasing a recording solution, if you are a BPO or call center outsourcer: Call and Screen Recording.

outsourcing 48

outsourcing Call Center Calibration Average Handle Time 48

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Your outsourced contact center partner will be responsible for QA on the agent side, and the OPI partner is responsible for performance managing interpreters. It’s our thing. So, of course, we’re biased.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

InGenius

JANUARY 2, 2019

AHT - Average Handle Time. Average handling time (AHT) describes the average period of time in which an agent takes to handle or resolve a customer's call. API - Application Programming Interface. BPO - Business Process Outsourcing. ASR - Automatic Speech Recognition.

Contact Center 48

Contact Center Interactive Voice Response Business Process Outsourcing Average Handle Time 48

Babelforce

JULY 22, 2021

Routing is handled by an Automatic Call Distributor (ACD) which (in the best examples) uses stored customer data, customer intent and agent availability to make decisions. Popular call routing strategies include: Time-based routing directs callers based on when they call. This could be tech skills, product knowledge or language.

Interactive Voice Response 98

Interactive Voice Response Average Handle Time CRM APIs 98

Aspect

JULY 15, 2020

We are including interfaces to Twilio, Five9, NICE inContact and Zendesk routers as standard components of the product at no extra cost , and Aspect Via WFM can now use low-cost Azure Blo b storage to exchange information with outsourcers in WFM Encompass.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Babelforce

NOVEMBER 30, 2022

Average speed of Answer is a call center KPI which indicates the average amount of time a caller must wait to reach an agent after they’ve entered a queue. This does not include time spent navigating an IVR system. Average Handling Time (AHT). Application Programming Interface (API).

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

SmartAction

MAY 23, 2019

To do this, Solutions Consultants spend their time digging into data – both quantitative and qualitative. First, they review contact center data: call volume, chat volume, average handle times, customer satisfaction scores, etc. This helps them fill in the gaps left by the quantitative data.

Self service 40

Self service Virtual Agent Contact Center Engineering 40