Transparent BPO

MARCH 11, 2020

And one of the best ways to measure improvement in the contact center, according to Jeff Rumburg, co-founder and managing partner at MetricNet , a contact center benchmarking and consulting firm, and the subject of this month’s expert interview series , is through the practice of benchmarking. Benchmarking and ROI.

Benchmark 71

Benchmark Contact Center outsourcing Schedule adherence 71

Fonolo

NOVEMBER 24, 2022

Are you inbound or outbound? Sales or service? An inbound service contact center has agents answering inbound customer service calls. An outbound sales center makes proactive, outbound sales calls. While every sales center will aim for 100%, 75% is considered to be acceptable.

Call Center 147

Call Center Gamification Abandon rate Outbound sales 147

Callminer

NOVEMBER 25, 2019

Call on experienced managers for guidance in setting up benchmarks. “Experienced call center managers are helpful in setting up the initial performance benchmarks for a new outbound call center program. These benchmarks are, at first, estimated based on the past performance of similar outbound call center projects.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182