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White Paper

Service level management, staff resourcing and cost management are the three key concerns of the typical call centre manager. These performance characteristics of establishing and running a call centre to provide customer services should be considered before a company decides to outsource their operations to a third party specialist or to recruit or maintain their call centre and develop their call centre “in house”.

This paper reviews how outsourcing has developed and discusses the ways companies calculate real operational costs with a particular focus on staff costs and resourcing. The concepts addressed in this white paper apply to both inbound and outbound call handling scenarios.


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Contact Centre Décor

May 25, 2017
Working somewhere with funky décor is something we would all like (you’ve seen Google’s offices right?!), but how can we keep the functionality of...
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