When your business relies on multiple call center vendors, your goal is to maximize call center performance across the board in order to support your long-term goals. This can be at odds with the self-protective, short-sighted mindset of many call center suppliers.
For instance, one of CXO’s clients has three call center vendors. Each of those [...]
Posts Tagged ‘call center management’
5 strategies for building trust with call center vendors
Lost in translation: The importance of precise communication in a multi-vendor environment
One of the common problems with multi-vendor call center operations is that you run into different calculations for similar terms, or different definitions for the same term. It’s almost impossible to manage performance when you don’t have clearly defined, universally agreed-upon definitions, terms, and calculations.
For instance, one supplier’s definition of handle time may include talk [...]
Call center crimes & misdemeanors: looking past the sales pitch
A few years ago, I was in India doing site audits to assess potential call center suppliers for the final portion of an RFP I had out. We used a structured process for auditing suppliers to assess who had the best true capabilities – as opposed to just believing what the suppliers were telling us [...]
