Bilingual agents Customer retention Metrics 
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. 24/7 Service on a Budget: An e-commerce retailer wanted to offer round-the-clock customer service but found it prohibitively expensive to staff night shifts in-house.
Outsource Consultants
MARCH 20, 2025
Between its bilingual talent, cultural compatibility, and smart pricing, Mexico call centers are becoming the go-to solution for brands serious about keeping customers closeand competitors at bay. A study by Zendesk found that 69% of customers attribute their good customer service experience to quick resolution of their problem.
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BlueOcean
OCTOBER 4, 2023
Customer saves are a key metric, and we outperformed the previous partner, with nearly ten years’ experience under their belt, right out of the gate, realizing a nearly 5% increase in retention during our first quarter in production. The value of that improved metric plays a big role in the client’s bottom line.
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.
Global Response
JULY 23, 2023
In many people’s minds, a call center conjures up images—or memories—of speaking to a hardly-understandable agent working long hours in another country, providing the bare minimum service or worse, unequipped to really offer much service at all. With an outsourced call center, bilingual agents are common.
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