Bilingual agents, First call resolution and Scripts

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Bilingual agents

First call resolution

Scripts

Finding Call Center Services: What Companies Look For

Outsource Consultants

MARCH 18, 2025

Measuring ROI in Call Center Outsourcing Determining the return on investment (ROI) for call center outsourcing extends beyond simple cost calculations. Key metrics to consider include customer retention rates, average handle time, and first call resolution rates. Is offshore or nearshore outsourcing better?

Call Center

Call Center outsourcing First call resolution Average Handle Time

Why Spanish is Today’s Largest Growth Opportunity for Contact Centers

Balto

SEPTEMBER 29, 2022

Most of today’s contact centers supply all agents with the same scripts and materials in English, regardless of whether their communication is English or Spanish-based. Reviewing the most significant challenges to focusing on the Spanish-speaking market, you can see a pattern emerge — and your bilingual agents are the common thread.

Contact Center

Contact Center Bilingual agents First call resolution Call flow

Customer Contact Central

Finding Call Center Services: What Companies Look For

Why Spanish is Today’s Largest Growth Opportunity for Contact Centers

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