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Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Every milestone and every moving part is integral to a controlled acceleration towards a seamless transition that results in a positive customer experience. On top of that, the implementation phase – where collaboration is key - is what sets the tone for the duration of your strategic partnership. No one wants a rocky start to jeopardize the whole thing.
If you’re getting ready to outsource or to launch a customer service RFP process, here are critical factors for a successful launch. (And brace yourself, it’s not a “sign the agreement and watch from the sidelines” situation. Every one of the critical factors requires the investment of time and resources on both sides of the client/outsourcer equation.)
A Comprehensive, Clearly Articulated SLA and SoW
Our SVP of Corporate Services frequently reminds us that stress and discord in business relationships (or more generally… in life) almost always emanates from misplaced expectations. Basically, “It’s not what you got. It’s what you thought you were going to get.” From a spouse not knowing they were supposed to make your coffee this morning (shouldn’t they be able to read your mind?!) to your customer care partner not knowing you expected a zero percent abandon rate (let’s get realistic, folks), successful relationships are founded on clear expectations.
Understanding with complete clarity which measures of success are most important to your organization is the most important aspect of the contact center transition. If we don’t know what success looks like to you before we get out of the gate, we’re guaranteed to fail. It’s that simple.
We need to be on the same page about KPIs and metrics, call volumes and forecasts, training, scheduling, and more well before that magical go-live date.
A Structured Launch Plan
A successful contact center launch isn’t as simple as flipping the switch and 3-2-1 blast off. It begins with a carefully constructed implementation plan that identifies deliverables, owners, dependencies, and timelines. All milestones and objectives need to be clearly defined and assigned to accountable resources. (In your RFP process, when you ask for an implementation timeline, Milestone #1 should be “Build the Implementation Plan.” Don’t mistake the proposed plan included in your RFP response for the firm and final plan. That comes after you’ve awarded the business.)
Adherence to Communication Plans
“Houston, we have a problem.” You never want to hear words like that in the middle of your new customer service program launch, but the famous scenario does emphasize how important communication is. Frequent – and transparent – communication is essential to a smooth takeoff.
Who should be communicating with whom? In our experience, a frequent cadence of communication between leadership on both sides of the equation, as well as between functional area managers on both teams, is critical. Implementation meetings should occur at least weekly, if not several times a week or daily.
Smart Resource Allocation
A successful program launch cannot happen in a vacuum. Implementation often depends upon the unhindered efforts of different functional resources from both teams. Key resources simply must be able to make the customer care program transition their top priority to ensure success. If executive buy-in is needed to clear the way to meet milestones, a reorganization of priorities has to happen in advance. If your tech team is too caught up in other deliverables to meet with your partner’s tech team, for example, the launch is likely to be negatively impacted.
Strategic Partnership
Overall, launching your outsourced contact center for long-term success requires a highly strategic partnership with your outsourcer. Two critical factors behind this partnership are, simply, trust and cultural alignment. You must be able to trust your contact center partner, their experience, and their processes. Of course, to have that confidence, you need a partner that is transparent in their capabilities, expectations, and track record. Once established, trust will facilitate effective communication throughout the implementation process.
For example, we always tell our prospective clients, we’re going to drop the ball at some point. It is inevitable that something will go wrong, however slightly, along the way. How we handle that with our clients is the important part, and our approach is to resolve issues through transparency, proactive communication, ownership, and action.
Cultural alignment is equally important. When the mission and values of both organizations align, it is much easier for the outsourcer to embody your brand when interacting with your customers. Strategic agent hiring and training is also key here, so that your brand experience is delivered seamlessly to customers from the moment your outsourced contact center goes live.
Will Your Contact Center Launch Be Successful?
A smooth launch is paramount to the long-term success of your outsourced contact center program. If a solid foundation isn’t in place, things will fall apart quickly. Clear expectations, frequent communication, detailed plans, dedicated resources, and strategic partnership are all must-have elements – on both sides of the table.
Looking to transition your contact center? Check out our list of contact center RFP questions, or request pricing directly today.
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.
2.)
BPA Quality
Call Center Quality Monitoring Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.
3.)
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)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-the-customer.
Unlike legacy speech analytics providers that simply transcribe audio to text and use ‘word spotting’ (i.e building a database of synonyms for every use case - ‘angry’ and ‘manager’ as well as ‘upset’ and ‘supervisor’ and simply spotting for those words), the engine has proprietary use of its sentiment language – a University innovation developed at Daisee, resulting in far more accurate transcription, enabling derivation of the context of a conversation.
The Programmable Scorecard™ scores every call, and automatically activates a workflow for low-scoring, high-risk calls in near-real-time so they can be immediately reviewed and remediated.
As the solution is pre-trained out of the box, deployment is a matter of weeks, not months and there is no setup or professional services fees – just a straightforward SaaS based pricing model. Ensure 100% of your phone interactions are not only monitored but also analyzed and scored with high-risk calls triaged for fast review and remediation.
4.)
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)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 all the pre-call data on the caller and the marketing interaction that drove the call. This helps inform your call routing, the conversations your agents have with customers, and, with AI, your marketing team can analyze conversations to help them take the best actions to drive better quality sales calls to the call center.
5.)
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.
6.)
Pointel
CXi - Customer Experience Insights Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.
CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.
Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi... (read more)Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.
CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.
Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center efficiency. This helps contact centers optimize employee engagement, operations, and customer experience.
7.)
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.
8.)
Vads
Social Media Analytics Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.
Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.
Key the activities involved:
Analyzing net sentiment score Qualitative and quantitative of sentiment analysis Measure the emotions (6 Emotions) of the consumers Mapping out all potential advocates Measuring a nationwide consumer sentiment Unlimited data extraction & cleaning Customized positive and negative keywords Qualitative and quantitative insights & report writing Measuring the consumer sentiment
9.)
QPC Ltd.
QPC Live 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.
10.)
Tethr
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.
11.)
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?"
12.)
VOIPFUTURE GmbH.
Voipfuture Qrystal Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.
Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.
Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.
13.)
Xdroid
Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.
Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.
Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.
We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
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