BPO Vendor Management Part One: Top 5 Tips for Better KPI Performance
Outsource Consultants
MARCH 29, 2021
You can’t expect BPO agents dealing directly with customer complaints to maintain the same CSAT scores as those handling account upgrades, for example. Otherwise, you’re fighting for metrics that don’t drive business results for your brand. By nature, upselling requires time for agents to explain the benefits of your brand’s products.
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