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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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3 years of support for St Elizabeth Hospice

July 19, 2017
Ansaback has supported local organisation, St Elizabeth Hospice, for 3 years. The charity was chosen because of the incredible work they do caring for...
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