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
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.)||Call Tracking Metrics|
Automate insights from all your customer communications
There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.
Use conversation analytics to:
• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
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...
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...
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.
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-...
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...
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...
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
|11.)||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.
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
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.
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.
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
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