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I’ll give you some tips to help you decide whether you can afford to outsource, or whether you should invest the time in building your own in-house support team. The birth of mainstream outsourcing: 2000 – 2010. Slowly coming back home: 2010 – 2015. The tools and metrics aren’t aligned.
In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “ServiceLevel”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. ServiceLevel. A 70 – 30 servicelevel, means 70% of calls were answered within 30 Seconds. Average Speed of Answer (ASA).
Inbound Communication Call and Contact centers receive a wide range of incoming communication requests such as: Inquiries about products or services Customer complaints Requests for technicalsupport Requests for placing orders and more 2.
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