In today’s cutthroat business ecosystem, outsourcing isn’t just a cost-saving tactic—it’s a strategic move. For infomedia companies and media planning agencies that rely heavily on television advertising, every call is an opportunity, and every missed metric is a lost conversion. That’s why aligning your outsourced contact center performance with data-driven KPIs is not just necessary—it’s essential for sustainable growth.

Tollanis’ guide, "Top 10 KPIs to Track When Evaluating Your Outsourced Contact Center Partnership", sheds light on the key performance indicators (KPIs) that hold the potential to redefine how you evaluate partnerships, boost customer satisfaction, and drive ROI. From First Contact Resolution (FCR) and Average Handling Time (AHT) to Customer Satisfaction (CSAT) and Cost per Lead (CPL), these KPIs offer more than just operational insights—they empower you to optimize every customer interaction.

The guide further delves into broader KPIs like Service Level (SL), Call Abandonment Rate, and Agent Retention, which impact the overall health of your outsourced call center. These indicators help identify service gaps, streamline agent performance, and enhance customer experiences.

The result? Improved marketing ROI, stronger brand perception, and a scalable system that turns leads into loyal customers.

When you track what matters, you transform customer service into a revenue-generating engine. Ready to elevate your call center strategy? Leverage the power of smart KPIs and unlock unparalleled efficiency and growth with Tollanis Smarter Call Center solutions.