Outsource Consultants

MARCH 18, 2025

Key metrics to consider include customer retention rates, average handle time, and first call resolution rates. Average Handle Time (AHT) AHT measures the average duration of a customer interaction (including talk time, hold time, and after-call work).

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

Outsource Consultants

MARCH 20, 2025

A major telecommunications company reported a 30% reduction in average handling time after implementing an AI-assisted customer service platform in their Mexican call center. Leading providers are implementing AI-powered tools including chatbots for initial customer interactions, enhancing efficiency and customer experience.

Customer retention 67

Customer retention outsourcing Call Center Bilingual agents 67

Global Response

JUNE 20, 2023

Which KPIs are most important to measure depends on your team, goals, services and objectives.

Call Center 62

Call Center outsourcing Bilingual agents Education 62