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.
With another closure of an Australian BPO recently we asked senior call centre BPO industry leaders what is the future of call centre outsourcing in Australia? The honest and frank assessment provides some good insight into how the BPO industry is evolving to remain relevant and competitive.
We reveal 15 things you didn't know about what its like working in the Australian call centre industry from the shared frustrations about long hold times through to the amazing diversity of jobs types there is more than you realise to the average call centre environment.