Quality Contact Solutions

DECEMBER 31, 1969

One of the most commonly asked questions when it comes to inbound call center outsourcing is around metrics. Because there are so many metrics that are available to track internally, externally, at the inbound call center agent level and the program level, it’s no wonder people stop to think “where do I begin?”

Call Center 40

Call Center Metrics First call resolution Schedule adherence 40

Quality Contact Solutions

MAY 4, 2021

Consider metrics such as average speed of answer, abandon rate, utilization, talk times, first call resolution, etc. It is also worth noting that it’s best to compare the formulas that make up each metric. How much lead time can you provide to ensure proper staffing to maintain service levels?

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Quality Contact Solutions

DECEMBER 31, 0001

Help with evaluating metrics specific to inbound. With the average tenure of our sales agents of nearly eight years, our frontlines are seasoned B2B telemarketing pros. Our B2B telemarketing agents are dedicated to your program. Business to Consumer (B2C). Attrition or attendance challenges. Live chat support.

outsourcing 40

outsourcing Call Center Telemarketing B2B 40

Quality Contact Solutions

DECEMBER 31, 1969

Help with evaluating metrics specific to inbound. With the average tenure of our sales agents of nearly eight years, our frontlines are seasoned B2B telemarketing pros. Our B2B telemarketing agents are dedicated to your program. Business to Consumer (B2C). Attrition or attendance challenges. Live chat support.

outsourcing 40

outsourcing Call Center Telemarketing B2B 40