22
March
2023

Business Process Outsourcing agent attrition, agents quitting, annualized attrition, BPO, Contact Center, DEI, employee attrition, hidden costs, Outsourcing

The Hidden Costs of High Attrition

Attrition, or employee turnover, is a major concern for call centers and contact centers, as it can (and DOES) significantly impact both their financial performance and their ability to provide high-quality customer service. When attrition boils over While the various triggers for attrition can vary greatly from case by case,…

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15
March
2023

Business Process Outsourcing agent training, AI, BPO, call center, Contact Center, CSAT, DEI, Outsourcing

Addressing the Decline in Customer Satisfaction

Customer satisfaction has been on the decline recently in many businesses across a variety of industries. This dissatisfaction is likely due to a combination of factors, both internal and external By Rob Johnson SVP, Operations From a recent study by the American Consumer Satisfaction Index (ACSI), a sharp decline has…

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Addressing Declining CSAT Scores