Assess the knowledge, experience, and overall caliber of the job performed by the agents before contracting with call center outsourcing companies in USA. Ask about agent metrics, current evaluations, and other benchmarks that might be used to understand these specialists’ productivity better.
Call center outsourcing companies in USA
I see it’s been a while since you’ve posted, but I just want to ask—has anyone here worked with both offshore and onshore call centers in the US recently? I’m curious how things have changed post-pandemic, especially in terms of cost and quality. Would love to hear about any recent experiences or updated recommendations since the industry has shifted a lot lately.
Checked out a few call centers before committing and asked for real metrics on agents’ performance. Using activecalls helped me see live how agents handled calls and track response times. Being able to watch actual interactions made it way easier to gauge skill and productivity instead of just trusting reports.