While many use the two terms interchangeably, the difference between a contact center and a call center lies in the services offered.
A traditional call center handles inbound and outbound service support for businesses. This can include purchase orders, post-purchase surveys, order placement
The core value of outsourced/BPO services has always been rooted in the ability of a business to leverage an outsourcer to improve specific key business goals and/or objectives.Â Most notably labor arbitrage; scalability; centralization; time; economies of scale; quality; and consistency.Â
When you hear the acronym BPO (business process outsourcing) or the word outsourcing, the average personâ€™s mind typically begins to think about India.Â In-fact, in 2010, the Philippines knocked India out of the top spot as the location of choice for US companies choosing to outsource
You're probably looking for some misconceptions about call centers, right? Well, surprise! We actually moved them just to keep you on your toes. Now you can find them right here:Â True or False â€” The Top 10 (mis)conceptions of Call Centers
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Many times call center management falls into the trap of having to hire anyone they can just to keep the seats filled to deliver the SLAs and key performance metrics to their clients. Â They are forced into this downward spiral because of continuous turn-over within their agent ranks. Â Soon it becomes