Quality

Posted on September 25, 2018 in Uncategorized

Tags: #BPO• best practices• contact center• Outsourcing• Quality

By: Colin Taylor The old Contact Center Outsourcing (CCO) model is broken. As outlined in Part 1 of this series the traditional approach to contact center outsourcing has resulted in a quantitative focus on metrics like Service Level, Abandon rate, and AHT, rather than a qualitative focus, inflexibility to meet client demands, Quality Assurance that […]