Insights, trends and success stories from the world of Call Center & BPO services.
FeaturedPer-hour, per-seat or per-contact? We break down what outsourcing to an Indian call center actually costs — and the line items nobody puts on the first quote.
One answers the phone, the other picks it up first. The distinction sounds trivial — until you staff, measure and train the two teams the same way and both underperform.
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Every year brings new tools promising to transform support. The ones that actually help share one trait: they serve the conversation instead of interrupting it.
Read MoreMost call centers have a QA scorecard. Far fewer have a QA loop — the difference decides whether call #10,000 sounds as good as call #10.
Read MoreSelecting a BPO partner is a hiring decision, not a procurement one. Here are the questions that expose the difference between a vendor and a partner.
Read MoreThe industry's dirty secret: most agent training is an onboarding event, not a system. Here's what keeps 356 agents sharp after the classroom ends.
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