Business Process Outsourcing Metrics Service level 
Callminer
JULY 22, 2018
When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. 2) Agent Turnover.
Zingtree
AUGUST 6, 2018
BPO (Business Process Outsourcing) is an industry experiencing rapid growth, with predictions that it’ll reach $3 billion in the next few years. Service Level. As any contact center manager knows, service level is a metric composed of a pair of numbers: a percentage value and a time value in seconds.
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Serenova
APRIL 7, 2020
It was critical to address the issues quickly so agents could be up and running, and back to serving customers without negatively impacting service-level agreements (SLAs). One of the best ways to assess a cloud solution’s impact is by analyzing reports and critical performance metrics. Our roots are in the contact center.
Outsource Consultants
FEBRUARY 1, 2025
The liberalization of the Indian economy, coupled with the Y2K boom, created a perfect storm for the growth of the Business Process Outsourcing (BPO) industry. As of 2025, the country accounts for approximately 70% of the world’s outsourcing market.
Fonolo
OCTOBER 11, 2017
Develop a Two-Way Service Level Agreement. Be as transparent as possible about every service expectation and cost factor so that both parties understand what will and will not be included in the outsourced agreement. If you don’t define SLAs and key metrics up-front, miscommunication and problems are bound to occur.
Global Response
MARCH 26, 2024
Deciding to partner with a business processing outsourcing (BPO) vendor is a strategic move for companies of all sizes. It streamlines processes, saves money, and improves the overall quality of customer service. The SLA is the foundation of your outsourcing relationship and must be clear and thorough.
Nicereply
AUGUST 3, 2021
For many companies, outsourcing is the best next move. Yet it can be daunting to begin the process of finding the right business process outsourcer (BPO)—one that you trust to be the voice of your company, to represent your brand and solve your customers’ problems. What kind of KPI reporting will you provide?
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