Outsource Consultants

MARCH 18, 2025

Measuring ROI in Call Center Outsourcing Determining the return on investment (ROI) for call center outsourcing extends beyond simple cost calculations. Key metrics to consider include customer retention rates, average handle time, and first call resolution rates.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

BlueOcean

OCTOBER 4, 2023

of Canadians speak French as a first language. 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.

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. Some centers have implemented real-time translation software, allowing agents to communicate effectively with customers in multiple languages.

Customer retention 67

Customer retention outsourcing Call Center Bilingual agents 67