Achieving a Service Level of 90% with a Brand New Remote Contact Center in Less than 120 Days
CCNG
FEBRUARY 8, 2023
Jason Mercer-Pottinger was given a seemingly impossible task; take over a Tier 1 contact center from a 3rd-party BPO with no trainers, no supervisors, and no experienced agents while at the same time decreasing costs and improving quality. Service levels were at 90% and quality scores were at 98%. How did they do it?
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