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Fast forward to today: India commands nearly 70% of the global outsourcing market, with a projected BPO industry growth of 8.31% through 2029. The fundamentals behind this success are well-known: cost efficiency, a massive talent pool, and a time zone advantage. Can Indian call centers handle multilingual support?
If a metric like averagehandletime has to occasionally be set aside so an agent can spend a few more moments and keep a customer, such actions should not only be allowed, but also encouraged. Everyone isn’t on the same page Sometimes contact center performance metrics and quality guidelines get in each other’s way.
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