Being greeted by someone in an offshore call centre is becoming increasingly common so we explore why Australian call centres are going offshore. And with nine out of ten customers preferring a local call centre is it a risky move for any business?
With changes to the way contact centres operate and a higher focus on quality, its about time the AHT metric should be extinct. We mount the case why Average Handling Time should be removed as a way of measuring a call centre agents performance.
Does a call centre location really matter for customers or for businesses? There are a range of factors that need to be considered and as we are starting to see in Australia, some companies are using the call centre location as a point of difference.