Outsource Consultants

MARCH 18, 2025

The outsourced team was handling 70% of all incoming tickets, freeing the in-house staff to focus on complex issues and proactive customer success outreach. 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

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 value of that improved metric plays a big role in the client’s bottom line.

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. Mexican centers tackle this head-on with stringent quality assurance and performance metrics. These investments yield impressive results.

Customer retention 67

Customer retention outsourcing Call Center Bilingual agents 67

Global Response

JUNE 20, 2023

This begins by identifying—and tracking—core KPIs (Key Performance Indicators), or metrics for success and quality—amongst your team. For more ideas on key metrics to track, read our breakdown of most important KPIs for call centers. 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