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 suppliers’
5 strategies for building trust with call center vendors
Leaving a trail of procedural bread crumbs
When you’re launching a call center operation, some procedural needs will be obvious, and you can start documenting procedures and updating and improving procedures from day one.
However, the need for many procedures will emerge over time. That’s why you should also develop a system for logging daily events. You want to know what you [...]
Poor performing call center? Don’t automatically blame your supplier
Call center suppliers are easy focal points when performance is off. You can measure and monitor supplier performance using a wide variety metrics, and this makes it easy to see performance problems.
But supplier performance – up or down – doesn’t always indicate cause and effect. In my experience, only about half of all problems [...]
