CCNG

FEBRUARY 1, 2023

Excessive absenteeism leads to long hold times and decreased service levels, which results in poor customer experience. Business process outsourcers (BPOs) can also provide workable solutions for contact center resource needs. This has led to an industrywide decrease in absenteeism.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CCNG

MAY 11, 2022

Although the roles and responsibilities of call center agents have evolved since the dawn of the industry decades ago, the "human" element will always be the bedrock of call center services within business process outsourcing (BPO). There is a lot to unpack on this subject, and we'll do our best to cover some key points.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

CCNG

JULY 27, 2022

While the list of KPIs is endless, standard metrics that have stood the test of time include Quality Assurance (QA), Customer Satisfaction (CSAT), First Call Resolution (FCR), After Call Work (ACW), Service Level, and Occupancy. Service Level is another metric to watch. more likely to stay than leave within a year.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195