Have you ever wondered how your peers and other decision makers select their business process outsourcing (BPO) call center partners? Of course their discovery and evaluation are based on their needs and their goals, but what exactly are they?
We examined the process in depth and uncovered some very itneresting tidbits on call center outsourcing. Among the most popular goals were improving call metrics, improving customer retention and satisfaction and reducing costs. Location, pricing, languages supported and relevant industry experience were among other selection criteria often considered.
In this infographic, we take a close look at how companies research and evaluate potential call center outsourcing partners, and what goals they hope to achieve with their BPO programs.