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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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March 28, 2017
How can brokers ensure that they are present at key stages of the customer journey to purchasing or renewing insurance? And what are the...
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