International Call Center Best-Practices: A White Paper by ProQuest


It wouldn't take you too long with a calculator and even ballpark figures to determine that offshoring your call centers could potentially be one of two things: a huge cost savings or one of the biggest expenses your company will ever face. A new white paper by Mark W. Brodsky and Dina Vance of Ulysses Learning makes the point that following best practices in hiring, training and management is the number one tool in ensuring success for an offshore call center. According to Ulysses Learning, there are four key aspects to consider when creating the foundation for a successful offshore call center. They are: 1. brand consistency, 2. hiring and recruiting practices, 3. training, and 4. management.

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