Call Recording for BPOs and Call Center Outsourcers


As a BPO or call center outsourcer, you are potentially taking over a role your clients cannot manage on their own or don’t want to handle any longer. Precise search querying to find the exact call recording you need to prove compliance, share with your client, settle a dispute and so on.

10 Steps to Creating Great Outsourcing Partnerships

Taylor Reach Group

1) Make the right choice: The first step, choose your new outsourcer carefully. 5) Support in production: Whether new hires are taking calls, chatting, handling emails and texts or making outbound contacts, they need support once they “go live” on your work. 6) Calibrate on quality: You know what your customers need, and your quality system should reflect that knowledge. Calibration calls help keep everyone aligned. Calibration can be done a number of ways.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. One of the most important aspects of a call center is that phone traffic flows correctly…”.

6 KPIs to Guarantee Success from Your Outsource Call Center

Outsource Consultants

The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance. This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance.

Why Customer Experience is Like Sex in High School

Customer Relationship Metrics

Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Both contact centers averaged about 30,000 calls per month.

7 Ways to Reduce Average Handling Time in your Call Center


This is the second time I am calling you people for the same problem. John cut the call curtly after waiting for few minutes when he didn’t get any response. Call centers face such scenarios on a daily basis. Just another metric to measure the efficiency of a call center.