A Data-Driven Look at Customer Service
Evaluating a Contact Center Outsourcer Based on its Reporting and Analytics
When selecting a contact center outsourcer, a deciding factor should always be the sophistication with which the provider manages, manipulates and presents customer feedback and agent performance data. On one end of the spectrum are those Business Process Outsourcers (BPOs) that deal with data through a haphazard combination of spreadsheets, one-off reports and manual processes. On the other end are those companies that simply throw technology at any data handling issues that arise. Both of these approaches fall short.