Remove Contact Center Remove First Call Resolution Remove Policies
article thumbnail

51 New Contact Center RFP Questions

BlueOcean

Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of up-to-date contact center RFP questions to help you ensure you’re making the most informed decision. Detail roles and responsibilities, policies, and measurements. Need some insight? How many full-time employees do you have?

article thumbnail

52 Contact Center RFP Questions to Ask Vendors

BlueOcean

Are you in the middle of “contact center RFP season”? We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. Be realistic about your risk tolerance.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

52 Contact Center RFP Questions to Ask Vendors

BlueOcean

Are you in the middle of “contact center RFP season”? We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. Be realistic about your risk tolerance.

article thumbnail

Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner

BlueOcean

Outsourcing Content and Ad Review to Your Contact Center. In both cases, there is also thorough initial and ongoing training to ensure every agent has the intricacies of your brand top of mind and stays up-to-date with evolving policies. We calibrate weekly to ensure both teams are interpreting policy consistently.

article thumbnail

Why First Call Resolution is the Most Important Call Center Metric

Pointillist

Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics. As McKinsey & Company explains : The contact center.

article thumbnail

Call Center Cost Reduction: Moving to Zero Call Resolution

InMoment XI

Why Channel Deflection is Critical to ROI-Fueled CX Every call in your contact center represents a breakdown in your customer journey. Customers don’t want to call; they want quick and easy solutions. The True Cost of Contact Centers The true cost of relying on traditional contact centers is staggering.

article thumbnail

How To Choose The Right BPO Contact Center For Your Business

Call Experts

Companies would have all the resources they needed to operate a BPO contact center in-house in a perfect world. Many companies migrate to BPO contact centers for their customer service needs. BPO contact centers help businesses increase productivity, grow their customer base, and improve customer experience.