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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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Our People
Employees of the month

Bringing Advisors and Customers Together

October 30, 2017
Empower your advisors and give them the confidence to engage with the customer. When customers call into a contact centre, they are expecting a...
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