Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises. Finding the right contact center for you is going to take more than a strategic RFP. Here are our top procurement tips for seeking an outsourced contact center.
An internal assessment builds the foundation of your search. These might seem like basic questions, but they get everyone on the same page and on the right trajectory for the best fit partner. Make sure you’re asking, why are you looking for a new outsourced contact center in the first place? Are your current operations in-house and becoming a burden? Or is your current outsourcer falling short of your expectations? Where are there gaps in efficiency or effectiveness? Where do your current customer service efforts show weaknesses or blind spots? Are you able to scale? How are you measuring success? Are your processes fully optimized? What are your competitors doing in the customer service space? All these questions and more will help you set the stage for determining what an optimal solution actually looks like.
When you have a thorough view of what your current customer service situation looks like, you can start gathering your specific requirements. This will aid you in communicating the scope of your project to a potential outsourcer. Make sure you document the details of your hours of operation, forecasted call volume (including peak seasons and times), what languages you’ll need supported, what digital channels you may need support in, and the breakdown between inbound and outbound calls. What skill sets will your agents need, and what technical integrations do you require? Furthermore, what are your expectations regarding KPIs and desired service levels? These are all critical factors to be aware of when seeking an outsourced contact center.
Both in the contact center RFP and in one-on-one discussions, it’s imperative to ask the right questions to make the most informed decisions. On the RFP side, ensure that the questions you ask are specific to the contact center sector, rather than replicated from a general RFP document used in other industries. Ask pointed questions about an outsourcer’s corporate culture, hiring process, and employee engagement practices. These are the areas where a contact center can truly differentiate itself or, conversely, fall disastrously short. Another common mistake is in asking questions that are too broad, particularly in the realm of metrics. For example, if you’re asking about attrition in the contact center, be sure to make the distinction between voluntary and involuntary attrition as well as asking about attrition rates in projects of similar scope and industry, and within a specified period of time. In short, ask the right questions, or you risk comparing apples to oranges and, as a result, making a flawed decision.
There’s no shortage of companies who choose a call center purely for cost-effectiveness. While there is a time and place for this business model, it doesn’t hold universal value. While we agree that cost-savings and efficiencies matter, you have to find a valuable balance between price and quality service. Contact center outsourcing means you’re trusting customer-facing interactions to people outside of your organization and corporate culture. This trust can only be found in a strategic, collaborative partnership that puts delivering value over cutting costs. You need to look for an outsourcer that focuses on assimilating its team of coaches and agents into your brand, understands the importance of the customer experience, and invests their time and resources into thorough reporting and reviews. In other words, look for commitment. If it’s not obvious in your discovery process, it probably won’t ever exist.
Once you’ve nailed down a handful of contenders who made it through the RFP round, the next crucial step is to make a site visit. Getting the tour of a potential contact center partner will provide insight that no brochure, RFP, or phone call can deliver. It’s the kind of insight that will help you make the final decision with peace of mind. Here are a few things to keep in mind on your site visit. First, is there an agenda to your visit and how much of your input on that agenda did the contact center ask for. Second, does the work environment reflect the corporate culture they sold you in the sales and RFP processes? Is it welcoming and hospitable? Do agents appear engaged and motivated? Assess the body language of everyone you meet and evaluate how relaxed and spontaneous conversations are with employees and leaders. At the end of the day, can you picture yourself working with the people you’re meeting? Do you feel like you can trust them with your customers? Does their culture align with your own? Without this firsthand experience, it’s all too easy to miss important details about how a contact center functions and interacts.
We know that finding an outsourced contact center partner is complex. It’s a decision that must make sense for your company both today and for the future. Internal assessments, requirements gathering, smart questions, collaboration, and site visits are all part of the framework that will lead you to success. However, these procurement tips are just a small handful of ways in a sea of many to ensure you’re making the most informed, strategic decision. We’d love to chat more about your specific needs in the realm of customer service and other contact center services.
Looking for a strategic outsourced contact center partner? Start the conversation by clicking here.
Publish Date: June 21, 2017 5:00 AM
|1.)||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
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634
|3.)||Balto Software Inc|
Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.
Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c...
PH: (+61) 406 501 368
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.
ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.
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-...
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.
Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.
ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.
AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
PH: 0800 999 1882
Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.
|13.)||Mediatel Data Srl|
Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.
PH: +40 722 744 417
Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times
CSAT.AI Scores Better Customer Service with Gamified Guidance!
CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.
VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer
Analysis that empowers your business
Get actionable insights from all your customer interactions
The new paradigm in customer engagement, the Synthetix Chatbot can generate new revenues as well as resolve customer queries. Our AI-powered chatbot technology doesn't wait until your customers want to contact you – it offers help and assistance from the moment they interact with your brand, qualifying them based on their needs, working with your CRM to personalise their experience, creating leads and tactically escalating them to the most appropriate contact channel.
PH: +44 1279 555 580
|20.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS with its AI based bots helps organizations in manpower optimization & elevating the customer experience . With NLP & NLU (natural language processing & understanding), our bots can do intent mapping & take the customer service to new heights. If need be the conversation with virtual agent can be transferred to a human agent for omni-channel customer experience.
|What Happens to Customer Service When Unemployment Hits Historic Lows?||July 3, 2019 5:00 AM|
|Keep Your Contact Center in North America Without Breaking the Bank||June 24, 2019 5:00 AM|
|Oh, the Places You’ll Go: The 4 Contact Center Location Considerations||June 13, 2019 5:00 AM|
|Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits||May 29, 2019 5:00 AM|
|Up Where Expectations Soar: Customer Care in the Age of Entitlement||April 15, 2019 5:00 AM|
|How to Engage Gen Z in the Contact Center||March 26, 2019 5:00 AM|
|Blue Ocean Wins 2019 Silver Stevie® Award in 13th Annual Stevie Awards for Customer Service||February 26, 2019 5:00 AM|
|Empowering Your Team to Deliver Kick-Ass Customer Experience||February 25, 2019 5:00 AM|
|Are You Using 1999 Metrics to Measure 2019 Customer Care?||February 7, 2019 5:00 AM|
|Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?||January 22, 2019 5:00 AM|