Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?
BlueOcean
OCTOBER 6, 2020
Total Value Returned Rate is a key metric that also has to be tied to customer retention. It doesn’t matter how much equipment your team is able to retrieve if they cost you the lifetime value of that customer in the process. This is what relevant service level metrics look like in today’s customer care center.
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