NEWS - Call Center Insights

While average call center attrition rates vary from 30 to 45%, several companies see their statistics as high as 90%. As a call center manager, you must be conscious of attrition in your business strategy and develop ways to keep top call center agents.

For call center executives, what does efficiency imply? It might include lowering the number of customer escalations or improving key performance indicators like Average Handle Time or First Call Resolution.

This is your chance to discover how a Nearshore Contact Center can improve financial companies' loan servicing operations with bilingual agents while reducing cost at the same time! Where? At the leading event in Financial Services Innovation, LendIt Fintech, happening on May 25-26, 2022.

Customers should be the center of attention for all contact centers, but agents are the driving force behind the scenes who guarantee that these customers have a timely, empathetic, and efficient experience. 

Customer satisfaction has always required high levels of agent engagement; it’s the most important ingredient. Efficiency, production, and customer happiness are nearly certain to suffer without it.

Certainly, 2020 was thought of as the year with great opportunities for the Contact Center Industry, and it sure was, but we never imagined that 2021 would come with bigger changes.