Are you measuring the performance of your outsourced call center agents?

Outsourced call centers, sometimes known as BPOs (Business Process Outsourcing) is an industry experiencing huge growth.
On Tuesday 04 June 2019 by Caroline Leonard

Are you measuring the performance of your outsourced call center agents?






 


Are you measuring the performance of your outsourced call center agents?

Outsourced call centers, sometimes known as BPOs (Business Process Outsourcing) is an industry experiencing huge levels of growth. The Market Research Future (MRFR) predicts that the industry is set to reach $52 BN by the end of 2023. Rather than host your own in-house call center, many organizations are choosing to outsource these services to providers such as BPOs who can take over many tasks associated with running a call center, at a fraction of the cost. Managing successful outsourced contact centers is just like managing any other part of your business, you need to ensure that everything is running as smoothly and as efficiently as possible, with little or no disruption to your customers.

 

Spearline’s agent response test

Our agent response test puts you in the control seat of your outsourced call center as it allows you to:

  • Accurately measure the time it takes for an agent to answer the phone from your customer.
  • Identify service level issues before they impact your customers.
  • Test, benchmark and manage your outsourced contact center’s team and site performance.
  • Measure service level agreements (SLAs) accurately.
  • Gain insights and data needed to manage performance and hold your providers to SLAs.

 

How does the test work?

The test allows you to generate a call from our in-country servers located in over 60 countries around the world, confirm correct IVR routing to an agent and measure the response time of the agent.  With no setup or configuration at the contact centre, the test will proactively alert you to customer-impacting issues such as long response times or inability to navigate an IVR.

 

Tell me more!

To find out more about how our agent response test works please download our agent response test fact sheet. If you are a Spearline customer and are interested in adding agent response tests to your Spearline platform, please speak to your dedicated Customer Engagement Manager, email support@spearline.com or call  us on +353 28 51460.

 

New to Spearline?

If you would like to find out more about how you can benefit from our platform, we would love to speak to you! Please send us a brief message and we will be in touch with you shortly.


About us

Spearline is the leading network intelligence company in the telecommunications industry. Our platform enables enterprises and telecommunications service providers to test connectivity and quality on global telecoms networks, testing automatically at volume. If you are interested in benefiting from our platform, please get in touch with us.

 


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