You should feel like you are in the same room as your outsourced agents

With today’s outsourced contact centre you should expect online access to live call statistics, call reports, call recording and live calls.

No matter how few calls you outsource, you should have the same depth, frequency and accuracy of reporting as you would have from an in-house team of agents. This was a notable aspect of our work with Saffron Building Society: we provided them with comprehensive management information from the moment an agent received a call to the point when he or she resolved the query. Online reporting access is now a standard service that all outsourcers should be offering their clients; this transparent acess to the 'background' operations of your outsourced campaigns not only inspires confidence in the agents working on your behalf but allows quick updates to be made and remedial action to be taken, if necessary.

Come back tomorrow for our 12th day's insight into how contact centre outsourcing has changed over the years.