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Creating Long-term Outsourcing Partnerships: 3 Important Elements - Alorica - ContactCenterWorld.com Blog

Creating Long-term Outsourcing Partnerships: 3 Important Elements

Many end-of-term contact center outsourcing contracts are not renewed. How can buyers and providers increase the likelihood of contract renewals, value-driven partnerships and differentiated outcomes? It actually requires both parties to invest in the relationship right from the beginning. Building a strong foundation by creating connectivity, deepening mutual business knowledge, and driving innovation and quality improves buyer/provider relationships and increases customer satisfaction. Furthermore, long-term partnerships create financial benefits and brand protection.

Create Connectivity

Engagement starts with developing a communication plan and governance model designed to create meaningful connections at all levels within a partnership. Executive and senior leadership presence (on both sides) indicates commitment and investment in the relationship, and should be managed through an executive steering committee.

However, it doesn’t stop at the top. Everyone needs to feel valued and part of the process for true success and long-term viability. Engaging agents with a client’s brand and culture is absolutely crucial. Agents who feel they are part of the team bring passion and commitment to their role, taking ownership and delivering a better customer experience.

Buyers often underestimate the importance of their role in driving engagement. Buyers need to be visible and involved. Agents are smart, and they can tell when the provider and the client are walking the walk together, not just delivering lip service.

Deepen Mutual Business Knowledge

A successful provider is more than an extension of a client – they are a critical part of the client’s brand.

Successful providers understand their client’s overall business direction and objectives. And, buyers need to know the same of their providers. Both participants need to take the time necessary to educate one another in these matters in order to serve each other in the best possible way. This level of commitment and communication must exist to establish a mutually beneficial relationship, with both parties focused on one goal and acting as one brand.

Drive Innovation and Quality

Successful companies make innovation a repeatable process. Providers need to deliver innovation across the service operation – recruitment, training, quality, and more. Quality mutual agreements plan for innovation by incorporating the right metrics and incentives, as well as including innovation as a standing agenda item in Quarterly Business Reviews (QBRs).

All contact centers, outsourced or not, experience some level of stress around quality. Focusing on cost and operating efficiency at the expense of customer experience is a key driver of quality stress. Efficiency and effectiveness measures are always relevant. Committing to business outcome measures like Net Promoter Score and Customer Effort Score allow providers and buyers to drive a more invested partnership and deliver a better, customer-focused experience.

The Bottom Line

Engaged outsourcing relationships don’t just happen—they are purposefully built. Buyers hire service providers to deliver the resources and expertise to more efficiently meet the needs of their customers, while service providers look to the buyer for the knowledge and direction to achieve better results. It’s a symbiotic relationship that requires extensive collaboration, effort and planning to reach mutually beneficial outcomes. In the end, the outsourcing partnerships that stick are the ones in which both parties are committed to achieving a value-driven service model beyond cost savings.

It’s a symbiotic relationship that requires extensive collaboration, effort and planning to reach mutually beneficial outcomes. In the end, the outsourcing partnerships that stick are the ones in which both parties are committed to achieving a value-driven service model beyond cost savings.

Source: http://www.egscorp.com/insights/blog/2016/05/18/creating-long-term-outsourcing-partnerships-3-important-elements/

Publish Date: May 18, 2016 5:00 AM


2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

3.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

4.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486

5.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

6.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

7.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

8.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

9.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

10.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

11.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

12.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
 



View more from Alorica

Recent Blog Posts:
Taking a Bite Out of Churn, One Customer at a TimeJuly 14, 2016 5:00 AM
How Do Analytics Factor into Acquiring & Retaining Customers?May 25, 2016 5:00 AM
Creating Long-term Outsourcing Partnerships: 3 Important ElementsMay 18, 2016 5:00 AM
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