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.

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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)

  • inbound call center 23 Jul 2007

    Word - An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls... (Continued)

  • inbound call 23 Jul 2007

    Word - An inbound call is one that a customer initiates to a call center or contact center... (Continued)

  • call center agent 20 Jul 2007

    Word - A call center agent is the person who handles incoming or outgoing customer calls for a business.

See also -Topics Related to Outsourcing:

Call center VoIP software, Call center agent, Call center manager, On-demand call center, Software, Speech technology, Online service