The first 90 days of any relationship are a test. A new job, a new baby, a new friendship, even a new business relationship. Whether it’s a new hire, a partnership or a new vendor, the first 90 days are very important, as they set the parameters and the tone for the relationship.
Say you’re a growing company. You’re quickly outgrowing in-house customer service operations and looking at business process outsourcing (BPO) with a contact center. You’re protective of your brand and want to use U.S.-based agents. Where to start?
The process for entering into a BPO arrangement can vary, of course, depending on a brand’s specific requirements, requests and situation. There are some similarities, though, and being familiar with the broad strokes can be useful. The first thing to be aware of: the first 90 days are about working out the details and establishing the positive working relationship that will result in a successful on-going relationship.
Using a contact center example, here’s a rough outline of ten things you can expect in the first 90 days of a BPO agreement—with some tips to help you make it a success.
Visit my article for ICMI for some additional details and information on BPO contracts. And good luck starting yours!
Image courtesy of David Castillo Dominici at FreeDigitalPhotos.net.
Publish Date: August 18, 2015 5:00 AM
Improves customer experience by helping find the agent the right information within a click.
|2.)||Abacus Cambridge Partners|
Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
PH: +44 (0) 207 397 8725
AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.
|4.)||At Random Communications|
Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.
Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.
Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.
Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.
It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity
We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.
Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.
PH: +64 9 623 3662
Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
PH: US: +1 (855) 784-2807 | EMEA: +44 0203 367 2122
CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
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®, Aspe...
Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.
We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.
Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.
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.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.
We ended this features list in 2008 by add...
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-...
Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.
PH: 01442 458300
eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.
A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
When it comes to inbound and outbound customer service at iContact, our approach is a uniquely strategized, tailor-made, bespoke solution to meet individual business needs.
Our personalized approach to quick-solving customer problems and helping them achieve success and obtain value using your product or service goes hand-in-hand with forward-thinking, tech-savvy turn-around times and consistent feedback methods.
Oracle Digital Assistant, Oracle Intelligent Advisor, Oracle Service Cloud
Oracle Digital Assistant is the next generation, No code Chatbot. The NLP engines that power today’s traditional messaging-based channels lack the ability to handle highly expressive sentences Vastly different from traditional Chatbots, NLP engines that require more sophistication than the simple intent classification and slot-filling engines available today. together with Oracle Intelligent Advisor and Oracle Service Cloud, it empowers tomorrow's customer experience today.
MindTouch Knowledge Management
MindTouch offers mid-size to large organizations an enterprise-grade, AI-powered knowledge management platform built for customer self-service, agent assistance and departmental knowledge. The MindTouch platform intelligently captures, manages, extends, integrates and optimizes content across all channels, systems and devices resulting in an improved customer experience, increased agent productivity, enhanced operational efficiencies, and reduced costs.
NovelVox Agent Desktop
Finesse Agent Desktop : Do More with Cisco Finesse Agent & Supervisor Desktops.
Unified Agent Desktop with Drag & Drop Gadget Designer and Ready Integrations
Integrate & Unify Cisco Finesse with CRM & other 3rd Party Applications.
Reduce AHT & Increase FCR with Unified Agent Desktops for Cisco Finesse.
PH: (+1) 301 202 3672
Customer Contact and conversational Self-Service Bot Solutions
Ocular Technologies is a specialist customer engagement and digital experience solutions provider based in South Africa. We employ a unique set of individuals who are experts in understanding, managing, and ultimately ensuring, an optimal customer experience. With a vision of being regarded as an internationally respected leader in the customer engagement market, Ocular Technologies strives to have our customers appear as heroes in the eyes of their clients.
We hold more than 17 years’ experience in the customer contact life-cycle space, and create a quantifiable business impact through intelligent interaction management, robotic process automation, ambient computing, natural language proce...
|18.)||Premier Business Audio|
Premier CX enables clients to optimise the way they interact with customers. We create great customer experiences over the phone, online, via email, video, text or live-chat. Our award-winning, strategic approach streamlines communication, creating a seamless and positive experience that is creative, clear and on-brand. Our work has a direct, tangible impact on contact centre activity: driving sales and reducing overheads.
From IVR design to In-Queue & On-Hold audio, Premier CX helps to maximise the opportunity for upsell and cross sell via targeted messaging. Contact centre agent training ensures consistency for a great experience with every call.
Our in-house video production experti...
PH: +44 (0) 345 0711 359
Contact Center & CX Design, Implementation and Management
For more than 25 years, Servion has been trusted by customer-centric brands for architecting, implementing, and managing Contact Centers and Customer Experience (CX) solutions. Servion delivers complete solutions for businesses to innovate in providing digital experiences using the best available technologies while maximizing their existing investments.
Our 1,000 CX professionals apply their passion and deep domain expertise to the entire build-run-optimize solution lifecycle. Servion has helped 600 enterprises across the globe deliver great experiences to their customers, partners, and employees.
Our services include CX Design, Contact Center Migration to the Cloud, Automation & Self-service, Contact Center Analytics, Workforce Engagement and Managed Services.
PH: +1 (609) 987-8797
Sparkcentral’s cloud based contact center platform provides a SaaS solution that enables your human and virtual (BOT) customer service teams small, medium or large to jointly deliver SLA based Customer Service on popular asynchronous messaging channels like WhatsApp, WeChat, In-App, In-Web, Twitter, Facebook, Instagram ... making engagement with your brand frictionless for your valued digital clients or prospects !!!
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