Multi-sourcing is an advantage for call centers—but gains depend on implementation - Many companies are moving to multi-sourcing for call center agents, largely in pursuit of the cost savings that can come from flexibly tapping into a variety of labor pools. The trend is also growing because multi-sourcing enables call center resources to be rapidly scaled in either direction to align with business growth, call volumes and seasonality.
Download: Maximizing the Savings of Call Center Multi-Sourcing While Protecting Service Levels