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. Don’t waste time pairing conflicting KPIs, such as setting a lower agent AHT goal with increased upsell targets. Call Center Tip #5 — Collaborate and Calibrate.
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