You should also benchmark your current percent of calls resolved by self service, Tier I, and Tier II. Then evaluate if any of the Tier II calls could be handled by Tier I, or Tier I calls handled by self service. If you don't have a knowledge management system, you may want to analyze the ROI of implementing such a tool. This analysis could help identify opportunities to drive down costs without outsourcing.
Lastly, take a look at these articles…
Dig Deeper on Call center manager
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.