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Article : Keys Implementing an Outsourced Customer Service Program

#contactcenterworld, @BlueOceanTweets

Before implementing an outsourced customer service program, read these important tips provided by Kim Campbell, VP of Operations for Blue Ocean Contact Centers.

The road to choosing an outsourced contact center provider is usually a long one. It’s a strategic decision to protect your brand and put customer care in the hands of experts so you can focus your organization’s resources on your core competencies. But it’s a lengthy process loaded with informal conversations as well as the more formal call center RFP process. When you finally see the light at the end of the tunnel and are feeling confident in your decision, there’s no time to rest. Next comes implementation. Understanding the realities around go-live dates, knowledge transfer, and agent recruiting will prepare you for a successful customer service outsourcing implementation. Here’s what you need to know.

1. The launch date isn’t really the launch date.

You might be under the impression that the go-live date is your launch date; the day when those first contacts flooding into your partner’s call center instead of your own. The unexpected truth is that the first day of agent training is the real launch date. These are the people interfacing with your most important asset: your customers. Thus, you need rock solid people and processes. That includes a well-trained trainer, effective training materials, and established processes like call center quality monitoring and call center technology for your first day of training.

The first 90 days of your contact center program will be as strong – or as weak – as the training of that first group of new agents. A successful go-live date is dependent upon an implementation plan that places heavy emphasis on agent training.

2. You don’t really know what you know.

Effective knowledge transfer is everything. Whether you’re moving from an in-house model or an old vendor, it can be easy to overlook vital elements of your current program because they are so engrained. For your new partner to succeed, you must examine every aspect of your existing program with fresh eyes.

A new contact center agent – no matter how well they are trained – will not have the leverage of a long-tenured agent who "just knows" where to look for answers. And your current tech team likely has a sixth sense about the idiosyncrasies of your CRM. Likewise, your recruiting coordinator has probably developed a knack for identifying the right candidate for your team. This is innate knowledge that must be transferred to your new partner through a comprehensive plan.

As soon as you sign that contract, you must establish team-to-team relationships to initiate effective knowledge transfer. Put your tech teams in each other’s pockets for a couple of weeks. Get your reporting teams working together. Budget for key people like HR directors, program managers, and trainers to spend time at both sites. It is one of the best investments you can make for a seamless transition.

3. Speed is not your friend.

It is quite the journey through the RFP process, and once you’ve officially signed a contract, you might be tempted to ask, "how fast can we implement this program?" However, speed is the enemy of a great program transition. Our advice: do not compromise on the people process and do not compromise on establishing good governance by clearly defining success measures and aligning expectations.

If you’re struggling with a tight deadline, choose wisely where the hurrying should happen. If you must condense the timeline, do so without compromising key deliverables. In particular, consider that customer service outsourcing is like flying a plane – the risks are highest at the beginning of the journey and the end. You want seasoned experts at the controls of your implementation process. Work closely with your new partner to nail down the most effective implementation plan for your unique program.

#contactcenterworld, @BlueOceanTweets


About Kim Campbell:
Kim has an excellent track record of growing her clients’ revenue and building trusting relationships. Her success has been driven in large measure by her analytical skills, her ability to identify and resolve challenges, and her dedication to improving performance through creative solutions.

About Blue Ocean Contact Centers:
Company LogoWe thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection of your brand promise, even in high-pressure, complex customer service scenarios.
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Today's Tip of the Day - Team Names

Read today's tip or listen to it on podcast.

Published: Wednesday, May 24, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

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

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

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.

Speed features:

*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...
(read more)
PH: 1+480-435-9390
 

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