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%. script compliance, product knowledge, etc.)

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

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.

Call Center 58

Call Center Scripts Business Process Outsourcing outsourcing 58

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.

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outsourcing Business Process Outsourcing Call Center Average Handle Time 67

Global Response

JUNE 13, 2023

Define Your Objectives and Expectations Before the partnership even begins, start by defining your objectives and expectations of the outsourcing provider and the partnership as a whole. What do you hope to achieve by outsourcing? What are your goals for customer service and your call center more broadly?

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outsourcing Call Center Metrics Service level 62

Global Response

DECEMBER 21, 2023

How do I know if my outsourcing provider is delivering good service for my customers? Navigating logistics, goals, quality and service levels are all essential to a good customer service outsourcing partnership. Quality control and service levels are one of the biggest challenges of outsourcing.

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outsourcing Customer Service Metrics Best practices 62

Xaqt

JUNE 1, 2020

The offshore business process outsourcing industry is likely to be the hardest hit. Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. "I do expect cognitive and robotic automation projects to lead to some job loss.

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Virtual Agent outsourcing Call Center Real estate 52