Outsource Consultants

MARCH 18, 2025

A study by ContactBabel found that these hidden costs can account for up to 15% of the total outsourcing expense in the first year. Key metrics to consider include customer retention rates, average handle time, and first call resolution rates. Another often-overlooked expense is the cost of quality assurance.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. The most recent census reports that 21.4%

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Global Response

JUNE 20, 2023

Challenges and Mitigation Strategies Of course, every outsourcing location has challenges that must be accounted for. How many agents will you need to hire to achieve your goals? In addition, you’ll need to account for the regulatory side of things as well as the vision and operations of your call center.

Call Center 62

Call Center outsourcing Bilingual agents Education 62