Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner


Furthermore, both types of programs have clear Service Level Agreements (SLAs) where KPIs are carefully measured and calibrated. In customer service, that looks like average handle times, first call resolution rates, and customer satisfaction scores.

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.

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9 Contact Center Best Practices for 2020 (and Actionable Tips)


Surviving the first months of COVID-19 required a swift operational reboot that began with a major work-from-home (WFH) transition. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.

9 Contact Center Best Practices for 2020 (and Actionable Tips)


For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable.

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…”.

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.