When evaluating a BPO partner, the focus is often on price per call, service level agreements (SLAs), and technology. But there’s a critical, often overlooked metric that can make or break your outsourcing success: agent attrition. High turnover isn’t just the BPO’s problem, it’s a direct threat to your brand reputation, customer satisfaction, and ultimately, your...
You outsourced customer service to save money and increase efficiency. But instead of praise, you’re seeing a slow trickle of negative reviews. Sales teams are complaining about leads feeling “unheard.” Something is off, but the reports from your BPO partner still look green. This isn’t just a minor hiccup; it’s a silent profit killer. Poor...
IntroductionIn the world of customer service, it’s easy to get lost in a sea of data.How many calls did we answer?How long were they?While volume and time are part of the picture, they don’t tell the whole story. True call Centre success isn’t about how quickly you can end a call; it’s about how effectively...