Outsource Consultants

JANUARY 3, 2024

Predicting the future of the call center industry is no easy feat – it’s a complex and ever-evolving landscape. At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. It’s no secret that many people can’t stand call centers…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

OctopusTech

AUGUST 10, 2022

Call center technologies are developing rapidly in this ever-growing digital era. Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. But which technology can enhance and support your call center?

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

OctopusTech

AUGUST 31, 2022

One thing that has remained constant for a long time is that users still prefer to solve their queries on a phone call rather than choosing any other medium and that’s where Interactive Voice Response comes in. What if there are high call volumes of your customers? . Not sure if an IVR system is right for your business?

Interactive Voice Response 62

Interactive Voice Response Call Center First call resolution Self service 62

Outsource Consultants

MARCH 29, 2021

But not all outsource call center partnerships are created equal — and they all require management. Quite frankly: if you’re not challenging the status quo with your call center partnership, then you’re not doing enough. Call Center Tip #2 — Set Realistic KPIs.

Management 76

Management Calibration Call Center Average Handle Time 76

Outsource Consultants

SEPTEMBER 14, 2021

Decreased call abandonment rates and total call time (by eliminating call holds). Higher customer satisfaction and higher agent morale. There’s no time to train your agents when you’re already in the middle of Q4 call spikes or high seasonal demand. Empower Agents Now for Success Later.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

BlueOcean

JULY 3, 2019

As a result, finding available, high-quality talent to fill jobs for US-based contact center operators – whether staffing in-house centers or outsourced – is increasingly challenging. What Full Employment Means for Contact Centers. But there is good news. Canadian Dollars.

Customer Service 63

Customer Service outsourcing Contact Center Education 63