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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  • 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.

  • Outsourcing the call center: Building a business case

    Building a business case  - Creating and operating a call center is a complex and expensive exercise. Today more and more companies are looking at outsourcing as an alternative. In this business case, Richard Snow, VP and research director at Ventana Research, outlines some...

  • Return on Customer: Chapter 1, Open Letter to Wall Street

    Chapter Download - "Return on Customer," by Martha Peppers and Don Rogers, offers a new way of looking at customers that encourages customer loyalty, more customer retention and ultimately higher and better profits. Return on Customer (ROC) is equivalent to total...

  • Best Face Forward: Chapter 6, Putting the Amalgam of People and Machines to Work

    Chapter Download - In sample Chapter 6, "Putting the Amalgam of People and Machines to Work" from Best Face Forward: How Companies Must Improve Their Service Interfaces with Customers, authors Jeffrey F. Rayport and Bernard J. Jaworski discuss the face of tomorrow's...

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