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Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. This will improve campaign performance overall including agents’ servicelevels. Jeff Toister is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service.
A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. Today Upwork.com shows 53,000+ for virtual customer service work alone. For instance, if their only metric is servicelevel agreements, the quality won’t be in line with an inhouse team.
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