NEWS - Call Center Insights

In our latest article: Call Center Attrition: Main Reasons That Can Cause It, we talked about the top causes of attrition that a call center can go through and how it is essential first to understand why it is happening and, eventually, how to actively deal with it.

Selecting an outsourcing call center services provider is not an easy task. You need to avoid selecting your outsourcing partner entirely based on the cost because your call center should not be seen as a cost center but a value center. Every time you talk with a customer is an opportunity to improve your business.

Looking to add collection capability to increase your recoveries? Then, this event will blow up your mind! We will be speaking and exhibiting at the ACA International Convention & Expo at the Rosen Shingle Creek in Orlando Florida, July 20^th-22^nd, 2022. Find us at Booth #207!

When it comes to expanding your call center operation, you have several alternatives, from growing your current operation or opening a new center to utilizing a BPO, or outsourcing call center services.

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.