BPO and CX Industry

When we talk about call center attrition, we usually mean it in the broadest sense, essentially to talk about the rate at which you lose employees. Sometimes, however, we also use the words turnover or…

Employee engagement has long been an issue for BPO companies, but never more so than in today’s post-pandemic world of hybrid and remote work. Among the companies we interviewed, we found that they shared common…

Call centers play an essential role in customer service. They not only help you manage customer call volume but also simplify various business processes.  However, with customer demands constantly changing, it’s vital to ensure that…

Hiring virtual assistants is one of the quickest ways to scale your business. From accounting to digital marketing, they can handle a wide variety of tasks. It allows you to focus on urgent business matters…

Since the beginning of the pandemic, the world has seen paradigm shifts in consumer behavior and customer expectations.  As social distancing prompted virtual connectivity, call centers worldwide have utilized new technologies to their advantage to…

Employee attrition has always been a severe challenge for BPOs. Whether they specialize in contact center and customer experience (CX) outsourcing, IT helpdesk and IT support, outsourced software development, marketing, recruitment, HR, back-office processing, finance,…

Keeping track of call center statistics and performance metrics is key to improving productivity, profitability, and customer satisfaction. In this article, we’ll highlight the top 41 call center stats from 2022 that you need to…

For outsourcing companies, the depth of connection and support experienced by frontline employees has a direct relationship to how empowered and enthusiastic they’ll feel about solving customer issues.  That has a flow-on effect to your…