Transparent BPO

MARCH 11, 2020

And one of the best ways to measure improvement in the contact center, according to Jeff Rumburg, co-founder and managing partner at MetricNet , a contact center benchmarking and consulting firm, and the subject of this month’s expert interview series , is through the practice of benchmarking. Benchmarking and ROI.

Benchmark 71

Benchmark Contact Center outsourcing Schedule adherence 71

Callminer

JANUARY 18, 2021

“One of the most prominent barriers that come in outsourcing an off-shore call center is communication limitation such as accents, unclear pronunciations, and frank language. ” – The Basics of Outsourcing for International Call Center Business , CRESCO. Minimise language barriers with better hires.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Outsource Consultants

JANUARY 27, 2025

At Outsource Consultants, we understand the pivotal role these metrics play in driving success and enhancing customer experiences. Strategies to Improve Customer Satisfaction KPIs: Clearly define each metric and establish benchmarks. Industry Standard: The 80/20 rule (80% of calls answered within 20 seconds) is a common benchmark.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Outsource Consultants

FEBRUARY 27, 2025

At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence. This has resulted in improvements in schedule adherence and operational costs for many centers. India’s call centers have long been a cornerstone of global customer service.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

COPC

APRIL 19, 2023

Source: Global Benchmarking Series | CX Understanding and Strategy For example, if your goal is to be a low-cost outsourcer, efficiency metrics like average handle time (AHT) should be at the forefront of your scorecards. Supporting that statement with a scorecard helps align these views.

Metrics 70

Metrics Schedule adherence Benchmark Average Handle Time 70

BlueOcean

MARCH 24, 2022

Collecting new information via post-call/post-contact surveys or other means is critical to understanding customer sentiment in today’s environment so you set new benchmarks based on current state and evolve your program accordingly. We can’t rely on pre- or mid-pandemic data to tell the story either—we’re in a whole new world.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Hodusoft

JUNE 7, 2024

If you have watched the 2006 Hollywood movie (or its 2010 adaptation) ‘Outsourced’ then Todd Anderson (or Todd Dempsy, in the series) is the closest and the best example of a call center manager. According to Call Centre Magazine, the global industry benchmark for AHT (regardless of industry and team size) is six minutes and three seconds.

Best practices 52

Best practices Call Center Omni-channel support Management 52