Fintech vs Big Tech vs Incumbents
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Insourced teams can help contact centres optimise scheduling, but many leaders worry about poor quality and SLA performance. With the right partner who is willing to be accountable for outcomes, insourced teams can improve contact centre performance. Here’s how:
Regularly outperforming in-house teams in areas such as recruitment speed and efficiency, call efficiency, and hygiene factors such as absenteeism and schedule adherence
Helping you fill your schedules, ensuring KPIs like average waiting time and call abandonment stay low at busy periods and during unsocial hours
Providing competition and benchmarking to internal teams across all metrics