36% of consumers say an unknowledgeable agent is the most frustrating aspect of a poor service experience

As financial institutions support their customers in an increasingly digital age, third-party call centers are proving to be a vital part of a strong business continuity strategy, ensuring resilience and delivering a number of bottom-line benefits — but it’s all contingent upon selecting the right provider.

Before you select a third-party call center provider, consider how their services measure up, using this helpful guide.