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?
Global Response
MARCH 26, 2024
Deciding to partner with a business processing outsourcing (BPO) vendor is a strategic move for companies of all sizes. While outsourcing BPO services provides a host of benefits, it also comes with the challenges of managing a third-party relationship. LET’S CONNECT Tip #2: Ensure comprehensive SLA documentation.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Playvox
OCTOBER 19, 2021
When you have an agent shortage, it causes significant CX, operational, morale, and cost issues. Higher queue times. Being short-staffed causes gaps in the schedule and results in a situation where there are simply not enough agents to handle volume. Then pilot your solutions and add more capabilities over time.
Outsource Consultants
MARCH 29, 2021
But not all outsource call center partnerships are created equal — and they all require management. 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. Agree on success measures — “Reduce your hold time by 30%.”.
Taylor Reach Group
NOVEMBER 30, 2018
After all why would we want home agents, speech recognition, higher quality or better staff morale and management? Tim Ferriss, author of The 4-Hour Work Week , famously told his outsourced agents that if a problem cost less than $100 they should fix it themselves. I hope you can sense my sarcasm here.
TLC Associates
JUNE 20, 2019
Even an overemphasis on average handle time can skew these numbers. Average Handle Time – If your handle times were low, know that this KPI is not necessarily a reflection of your agents’ capabilities. Preparing for Attrition – The holiday season can be a stressful time.
Hodusoft
OCTOBER 19, 2023
10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. Technology Integration One of the best and most powerful strategies to reduce costs in Business Process Outsourcing contact centers is the implementation of the latest technologies.
Expert insights. Personalized for you.
67 
Let's personalize your content