Call center outsourcing and offshore call center outsourcing

Call center outsourcing and offshore outsourcing spark a heated debate amongst call center professionals. Browse the latest call center outsourcing news, expert advice and learning tools to help determine if outsourcing is right for your call center. Learn how to manage agents, optimize the role of an outsourced call center and streamline operations. Find out how to build a business case for outsourcing the call center and test your knowledge on best practices and common problems with the call center outsourcing quiz. Get expert advice on selecting a partner and creating a service-level agreement (SLA) for an outsourcing contract. Learn how to perform a total cost of outsourcing (TCO) analysis and evaluate offshore call center options.


In this topic:

News:

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Expert Technical Advice:

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CRM Call center outsourcing and offshore call center outsourcing Experts

Lori Bocklund, President, Strategic Contact, Inc.

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Reference & Learning:

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  • Call center outsourcing 101: Top 10 buzzwords

    Top Buzzwords - Call center outsourcing is becoming a popular alternative to the on-premise, in-house call center. Organizations looking to cut call center costs, address staffing challenges or shift the focus to other areas of their business frequently consider...

  • Call Center Manager Learning Guide

    Learning Guide - This guide helps call center managers better understand the most critical issues in today's call centers -- from strategy to technology.

  • Call center outsourcing quiz

    Quiz - This call center outsourcing quiz will test your knowledge of call center outsourcing practices and terms, including technology, metrics and trends.

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Downloads:

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  • Tying trust to customer values with Don Peppers

    Podcast - In this podcast, you'll hear from Don Peppers on tying trust to customer values. He answers questions from readers on building customer trust online, in person, and through an outsourced call center. He also identifies two rules that every organization...

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Definitions:

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  • off-peak 23 Jul 2007

    Word - Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period... (Continued)

  • outbound call 23 Jul 2007

    Word - An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client... (Continued)

  • outbound call center 23 Jul 2007

    Word - An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client... (Continued)

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