Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Taylor Reach Group

SEPTEMBER 25, 2018

The old Contact Center Outsourcing (CCO) model is broken. Clearly, this is not a recipe for customer success and is a contributing factor to why it is so difficult to deliver superior service in an outsourced environment. By: Colin Taylor. A better approach is to look at the quality process as two sides of the coin. And why would they?

outsourcing 98

outsourcing Contact Center Calibration Abandon rate 98

Quality Contact Solutions

MAY 4, 2021

It’s not any different if you’re trying to find an inbound call center outsourcing partner. Finding an inbound call center outsourcing provider doesn’t have to be complicated or overwhelming. Here are seven inbound call center outsourcing tips for finding the right partner to support your business. Why do they call?

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Taylor Reach Group

JANUARY 5, 2018

Outsourcing your Contact Center can be a scary proposition. Whether you’ve been providing great service in-house or you’re making outsourcing part of your initial business plan, you can’t afford to let service slip. 1) Make the right choice: The first step, choose your new outsourcer carefully. By: Peg Ayers , MBA, CCXP.

outsourcing 70

outsourcing Calibration First call resolution Coaching 70

Taylor Reach Group

DECEMBER 7, 2018

Accepted averages are captive centers at 20% per annum and 100% per annum for outsourced centers. This is reflected in lower FCR, longer calls, the need for more coaching and QA resource support, and of course they achieve lower CSAT and NPS scores, costing the organization customers. Improving coaching processes.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. Each day millions of calls, emails, chats, SMS messages and social media interactions are handled by Contact Center agents employed by these Contact Center Outsourcing (CCO) firms representing thousands of organizations and brands.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

Outsource Consultants

MARCH 9, 2018

The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance. This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. Considering adding a new outsource call center partner in 2018?

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52