Outsource Consultants

MARCH 18, 2025

Domestic brands are increasingly exploring call center outsourcing both nearshore and offshore as a cost-effective alternative to managing customer experience (CX) in-house. At the same time, rapid advances in AI are transforming how contact centers operate, enabling smarter automation and data-driven insights.

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

You’ll need to determine what types of agents and employees your call centers, how many of each type to hire, the appropriate staffing ratio, and so on—and then hire accordingly. You’ll also have to manage recruitment, onboarding and training for each staff member. Deploying the right technology.

Call Center 62

Call Center outsourcing Bilingual agents Education 62