Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?
BlueOcean
OCTOBER 6, 2020
Are their values still clearly aligned with your brand? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Total Value Returned Rate is a key metric that also has to be tied to customer retention.
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