Call center outsourcing vendors are getting more and more popular. In 2020, corporations, organizations, and government agencies immediately discovered that they were unprepared to deal with COVID-19’s massive impact on their call centers. During the pandemic’s peak, disgruntled and upset consumers saw average wait times that jumped from minutes to hours in certain industries.

Many businesses are still grappling with performance and supply chain difficulties, personnel shortages, and how to adjust their staffing models to a rapidly changing business market. Brands are against severe rivalry from their rivals, fighting for market share and favorable client feedback. Most businesses must strike a balance between core product or service expertise and the rigors of running internal contact centers and employees.

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