BPO Vendor Management Part One: Top 5 Tips for Better KPI Performance
Outsource Consultants
MARCH 29, 2021
KPIs that are set too high will cause agents to fall short and lose morale; Too low, now you’re missing out on revenue and customer service improvements. Call Center Tip #5 — Collaborate and Calibrate. Lastly, make sure you’re leveraging your BPO’s expertise in real-time. Call Center Tip #3 — Avoid KPI Cannibalization.
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