Call Center Outsourcing Resources & Insights
Resources & Insights
Expert guidance on call center outsourcing, TCPA compliance, outbound sales strategy, and building customer retention programs that actually work.
15 posts
Cheap Call Center Outsourcing Sounds Great — Until You See the Results
The lowest-cost call center quote is almost never the lowest-cost outcome. Here is what actually happens when price becomes the only filter — and a lower-risk way to test a better model.
We Tried an Offshore Call Center in the Philippines. Here Is What Actually Happened.
We recently managed a client program through an offshore call center in the Philippines. The data was damning — 20,700 fewer calls, 10x less customer engagement, a refused deposit, and zero accountability. Here is the full breakdown.
5 Call Center Tips for Better Customer Service
Small operational changes can produce outsized improvements in customer satisfaction. Here are five proven call center practices that reduce handle time, improve first-call resolution, and keep customers coming back.
The Scammers Giving the Call Center Industry a Bad Name
We were recently approached to run a campaign we believed crossed ethical lines. We said no. We are confident someone overseas said yes. This is a problem the entire industry needs to talk about.
The True Cost of an Offshore Call Center (What the Rate Card Hides)
Offshore call centers look cheap on paper. Here is what the per-agent rate does not include — and why most companies find the total cost of ownership is higher than US-based outsourcing.
Inbound vs. Outbound Call Center: Which Does Your Business Need?
Inbound and outbound call centers solve different problems. Here is how to determine which model — or which blend — is right for your business goals and customer base.
Agent Turnover: The Silent Killer of Call Center Quality
The call center industry averages 30–45% annual agent turnover. Every departure takes institutional knowledge, customer relationships, and program performance with it. Here is what high turnover actually costs — and what low-turnover operations do differently.
5 Customer Retention Strategies That Work Better Over the Phone
Email and SMS retention campaigns have their place. But for high-value customers and complex churn situations, a phone call from a trained retention agent consistently outperforms every digital channel.
How to Outsource Your Call Center: A Step-by-Step Guide
Outsourcing your call center is a significant decision. This step-by-step guide walks you through every stage — from defining your needs to launching your first program — so you know exactly what to expect.