So, what are the most important deliverables expected from the contact center?
The answer will always be: “it depends.” Companies’ internal culture will establish goal priorities—maybe the top priority is customer happiness. Maybe it is controlling contact center costs. Or it may be turning the contact center into a revenue generator, in the case of outbound and inbound sales.
Regardless of the top priority, the important step is defining goals for the outsourced contact center and agreeing on ways to determine if the contact center is achieving those goals.