Call center outsourcing guides
Practical guides for companies deciding whether and how to outsource customer service, support or sales. Written by the team at KCG BPO in Kingston, Jamaica.
Choosing and briefing a partner
- How to choose a call center outsourcing partner: 15 questions to ask before you sign, and why each one matters.
- How to brief an outsourced call center team: The eight things to prepare so your partner can quote, recruit and train well.
- Call center KPIs explained: Service level, handle time, first-contact resolution and CSAT: what they measure and how to set targets.
Pricing and cost
- Per-seat vs per-minute pricing: How the two most common pricing models work and how to compare them for your volumes.
- In-house vs outsourced customer service cost: A worksheet for the full cost of each option, line by line.
Coverage and programs
- After-hours and overflow call coverage: Ways to answer calls 24/7 and catch overflow without hiring a night shift.
- Commission-based outsourced sales: How pay-for-results sales works, and when it fits.
- Outsourcing healthcare and dental calls: Which patient calls suit outsourcing and what to check first.