Outsource Consultants

FEBRUARY 27, 2025

At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence. This has resulted in improvements in schedule adherence and operational costs for many centers. India’s call centers have long been a cornerstone of global customer service.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

BlueOcean

MARCH 24, 2022

A more sophisticated agent profile is going to be hard to attract—and they’re going to be more expensive (and that’s true both in in-house and outsourced contact centers). The beauty of working with an outsourced partner is that they have a wider world view of how different technologies work in different scenarios.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

COPC

APRIL 19, 2023

Source: Global Benchmarking Series | CX Understanding and Strategy For example, if your goal is to be a low-cost outsourcer, efficiency metrics like average handle time (AHT) should be at the forefront of your scorecards. Supporting that statement with a scorecard helps align these views. Even utilization may be out of an agent’s hands.

Metrics 70

Metrics Schedule adherence Benchmark Average Handle Time 70

Fonolo

AUGUST 15, 2023

By anticipating call volume, you can aim to have the appropriate number of agents scheduled for shifts. TIP: Call center outsourcing is another popular alternative for addressing low occupancy rates. Another danger is confusing occupancy with schedule adherence. They are similar metrics, but not interchangeable.

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

Quality Contact Solutions

DECEMBER 31, 1969

One of the most commonly asked questions when it comes to inbound call center outsourcing is around metrics. There are many other metrics such as Average Handle Time (AHT), Schedule Adherence, Attrition, Cost per Contact, and Average Wait Time (AWT). By Kelli Barabasz, Vice President of Operations.

Call Center 40

Call Center Metrics First call resolution Schedule adherence 40

Babelforce

NOVEMBER 30, 2022

Schedule adherence. Call center schedule adherence is a percentage measure of how well agents stick to their schedules. High adherence rates demonstrate that people are working when they are supposed to, which keeps queue times down and helps to split traffic between agents. Business process outsourcing.

Contact Center 52

Contact Center Interactive Voice Response Automatic Callback Call Center 52

Call Center Pros

DECEMBER 17, 2018

The first step in ensuring your customer support team is set up for success during the holidays, is optimizing your scheduling and aiming to maximize agent capacity. Make sure your team understands the importance of schedule adherence during the seasonal rush.

Schedule adherence 40

Schedule adherence call center software Call Center Sales 40

Hodusoft

JUNE 7, 2024

If you have watched the 2006 Hollywood movie (or its 2010 adaptation) ‘Outsourced’ then Todd Anderson (or Todd Dempsy, in the series) is the closest and the best example of a call center manager. It is an excellent indicator to track the agent’s performance and monitor their schedule adherence.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Dialer 360

NOVEMBER 16, 2018

Improve their customer service; an outsourced call center could be the answer. Chasing schedule adherence for the shift, day after have ended missed opportunity to correct an issue quickly. Thus, leaving employees to divide attention between phones and responsibilities. That could diminish the quality of both.

Service level 23

Service level Contact Center Schedule adherence Call Center 23