NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. The goal of calibrations is to ensure that everyone who is responsible for call scoring is doing it consistently and fairly. This blog offers tips on adding or revising calibrations as part of your Quality Management program.

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Global Response

OCTOBER 26, 2022

Outsourcing a call center often raises many questions businesses must answer, including: Who is the best outsourcing contact center to partner with? Where will the outsourced call center team be located? How will an outsourced contact center partner protect my data?

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Expivia

OCTOBER 4, 2021

This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders. But, we’re getting ahead of ourselves… If you decide to outsource your contact center needs, you need to do it right.

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Blueship Call Center

AUGUST 2, 2022

One of the best methods for businesses to swiftly increase production, efficiency, and revenues is outsourcing to a call center. Inbound call center outsourcing a strategy that improves business operations for both the company and its clients. Why choose inbound call center outsourcing? The primary factor driving call center outsourcing is cost; a call center requires space, tech, people, training, and more.

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Taylor Reach Group

JANUARY 5, 2018

Outsourcing your Contact Center can be a scary proposition. Whether you’ve been providing great service in-house or you’re making outsourcing part of your initial business plan, you can’t afford to let service slip. Your new outsourcer can be a true partner in your business and as invested in the satisfaction of your customers as you are. 1) Make the right choice: The first step, choose your new outsourcer carefully. Calibration calls help keep everyone aligned.

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BlueOcean

JANUARY 27, 2020

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. How often are reviews or calibration calls?

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BlueOcean

SEPTEMBER 17, 2020

But you’re ready to implement and transition into your new outsourced customer care program so you’ve got to buckle up and buckle down. The right outsourcer, of course, will ensure as few roadblocks and speedbumps as possible, but with collaboration, you can ensure long-term success.

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Expivia

OCTOBER 20, 2020

Being that we have over 25 years of call center outsourcing experience, we thought it could be helpful to talk about how to manage your partner while outsourcing: How your relationship should work, and what strategies you should implement. Do Not Treat Your Outsourcer Like a Vendor.

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Expivia

OCTOBER 14, 2020

All day long I could talk about why you should outsource. Today I will be playing devil’s advocate and give you ten reasons as to why you shouldn’t outsource your call center. You Say No to Calibrations or Monitoring. If you do not have a Vendor Manager, you should not outsource.

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Taylor Reach Group

SEPTEMBER 25, 2018

The old Contact Center Outsourcing (CCO) model is broken. As outlined in Part 1 of this series the traditional approach to contact center outsourcing has resulted in a quantitative focus on metrics like Service Level, Abandon rate, and AHT, rather than a qualitative focus, inflexibility to meet client demands, Quality Assurance that doesn’t assure anyone of quality and Risk/Reward models that only benefit the CCO. Uncategorized #BPO best practices contact center Outsourcing Qualit

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BlueOcean

NOVEMBER 13, 2019

In the next few paragraphs, we will make the case for content review having a natural home with your outsourced customer care provider. Outsourcing Content and Ad Review to Your Contact Center. Furthermore, both types of programs have clear Service Level Agreements (SLAs) where KPIs are carefully measured and calibrated. The Logistics of Content Review Outsourcing. We calibrate weekly to ensure both teams are interpreting policy consistently.

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Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. Each day millions of calls, emails, chats, SMS messages and social media interactions are handled by Contact Center agents employed by these Contact Center Outsourcing (CCO) firms representing thousands of organizations and brands. Internally the quality assessors can calibrate between themselves. But calibrating with the client is much more challenging.

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Outsource Consultants

MARCH 9, 2018

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. The following are six major KPIs to use as a starting point to effectively manage your outsource call center. Considering adding a new outsource call center partner in 2018?

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OrecX

AUGUST 15, 2018

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. Here are the top 18 call recording features to consider when purchasing a recording solution, if you are a BPO or call center outsourcer: Call and Screen Recording. Calibration tables to standardize service level expectations and measure quality across sites, teams and agents.

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Quality Contact Solutions

MAY 25, 2021

What goals are you looking to accomplish by outsourcing Telemarketing Lead Generation? Understand the capabilities of the outsourcing partner. Hiring an outsourced call center service provider for telemarketing lead generation also requires a leap of faith.

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Outsource Consultants

MARCH 29, 2021

But not all outsource call center partnerships are created equal — and they all require management. Call Center Tip #5 — Collaborate and Calibrate. Partnering with a BPO vendor is a great way to unlock better experiences for your customer.

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Quality Contact Solutions

MARCH 22, 2019

Calibrate Call Monitoring Results with Call Center Key Performance Indicators. Articles Call Center Monitoring Consulting and Outsourced Telemarketing QA Quality Assurance Best Practices Quality Assurance Outsourcing Telemarketing ServicesBy Marcia Jenkins, Senior Operations Manager. For Quality Assurance and Training purposes, this call may be monitored… One of the best practices for ensuring quality and consistency of customer experience is to utilize call monitoring.

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The Northridge Group

AUGUST 23, 2022

To jumpstart improvement, a proven approach is to bring in outside Quality Monitoring experts who can objectively assess associate performance and offer honest, practical insights and recommendations for improvement – particularly if an outsourcer is providing customer service agents.

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Outsource Consultants

MARCH 14, 2018

Outsource Consultants provides call center consulting services and we have some insights into how we approach helping our clients. Building of ongoing calibration procedures. Outsource Consultants are contact center experts with over 20 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading call centers.

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COPC

APRIL 20, 2020

launched its bid to become the first business process outsourcer (BPO) enterprise in China to be certified to the COPC Customer Experience (CX) Standard Release 6.1, Calibrate QAs using a quantified approach.

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HGS

MARCH 18, 2015

The Business Process Outsourcing (BPO) industry, in particular, is an information-intensive world. 3.Ruthlessly Calibrate, Communicate, and Align Effort (An Operational Governance Model) Effective contact centers establish a controlled system for monitoring, evaluating, and directing the actions and decisions of account teams. Escape the Contact Center Paradox: Narrow your Focus. Posted by Ross Duff. Today’s information overload is at an all-time high.

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Taylor Reach Group

DECEMBER 7, 2018

Accepted averages are captive centers at 20% per annum and 100% per annum for outsourced centers. One outsource agency we have worked with reported a 365% turnover in six months and a captive center reported a 65% per annum turnover rate, which doesn’t seem too outrageous until you consider that the center in question had both great benefits and good pay. “No By: Colin Taylor. The downside of a strong economy is low unemployment and job shortages.

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Call Experts

SEPTEMBER 18, 2019

In addition, we hold regular Quality Assurance calibrations with all of our management teams to guarantee that we are listening for, grading and coaching those specific aspects of a call that lead to a seamless, enjoyable experience for all of your callers. 4 Strategies to Outsource Telephone Triage . Outsourcing to Call Center Offers Efficiency and Savings. At Call Experts, we invest in training.

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Callminer

AUGUST 1, 2017

Jack is also the founder and CEO of FM Outsource, an award winning digital customer service outsourcing solution, and a regular public speaker on customer service, customer experience, AI, and automation. Through outsourcing their Quality Assurance to a country that offers labor at a lower wage. Isolating the most important behaviors at the agent and team level reinforcing them consistently thorough training, recognition, calibration, and call coaching.

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Robert Davis

APRIL 5, 2018

both in-house and outsourced, rose from fewer than 80,000 to 565,000. Corporate enterprises and outsourcing providers are working in concert to design needs-based sales and marketing programs that perfectly match products and services to a customer’s lifestyle, wants and needs. These days, there are fewer bona fide outbound telesales vendors in our industry since not every call center BPO outsourcer wants to take on such taxing requirements.

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Robert C. Davis and Associates

APRIL 5, 2018

both in-house and outsourced, rose from fewer than 80,000 to 565,000. Corporate enterprises and outsourcing providers are working in concert to design needs-based sales and marketing programs that perfectly match products and services to a customer’s lifestyle, wants and needs. These days, there are fewer bona fide outbound telesales vendors in our industry since not every call center BPO outsourcer wants to take on such taxing requirements.

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Callminer

SEPTEMBER 5, 2017

Jack is also Founder & CEO of FM Outsource, an award-winning digital customer service outsourcing solution. Since 2000, she’s worked in Customer Care, starting with an expertise in Workforce Management and at her peak has run contact centers with upwards of 300 seats, with experience handling both onshore and offshore outsourcing partners. QA teams should be outsourced from an organization to avoid any chances of favoritism.

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