Outsource Consultants

MARCH 18, 2025

To boost FCR rates, call centers should: Invest in comprehensive agent training Develop robust knowledge bases Implement effective call routing systems Regular quality assurance checks and feedback loops help identify common issues that prevent first-call resolution. How can I ensure my outsourced call center maintains quality?

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Global Response

JULY 23, 2023

Want your customer service team to collaborate with your marketing? Want your sales team to gather customer feedback from your customer service team? Scenarios Favoring In-House Customer Service In-house customer service—and the advantages it offers—can be a great benefit for some businesses.

Call Center 62

Call Center outsourcing Customer Service Bilingual agents 62

Global Response

APRIL 17, 2023

Many offshoring companies offer multilingual support, but their agents are more likely to be fluent in languages that are less common in the US and Canada. Feature #2: Experienced Agents Similarly, the overall experience and expertise of your BPO call center’s agents will make or break your call center outsourcing experience.

Call Center 62

Call Center outsourcing Bilingual agents Multichannel 62