Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Article : The First 90 Days With Your Contact Center Outsourcer

#ContactCenterWorld

Outsourcing. It’s basically the corporate equivalent of walking down the aisle. You’re making a decision to trust someone else completely and you’re inviting them to build a future with you. Not a decision to be taken lightly. And it can induce more than a little anxiety in even the toughest executive. We’ve heard stories from VPs who spent sleepless night after sleepless night wondering if they’d done the right thing, if they’d trusted the right partner.

We’ve heard the story from one of our clients, a chief customer officer who told his CEO that he’d decided to outsource their customer service and was met with "Over my dead body." But he went ahead anyway. (We’ll be celebrating nine years as their contact center partner soon…)

We know this can be a nerve wracking, career-impacting decision of epic proportions. And like a marriage, you want to do everything in your power to get the relationship off to a good start. That’s why you want to make sure the first 90 days with a contact center parnter set both of you up for long-term success.

Let’s preface the rest of this post by saying: clear definition of success metrics is critical to your outsourced program. In our book, both client and provider need to be 100% rock solid on what success looks like and how it will be measured and reported on before you sign a contract together.


Day 0 to Day 30 with Your Contact Center Partner

From the moment you award the contract for contact center services to a new partner with those clearly articulated metrics in place, the most important consideration is how the transition will impact your customer experience strategy. This is a lot like stopping in the car on the way to the honeymoon to talk about how you’re going to restructure your mortgage – you want to sit back and just enjoy the moment, but you need to focus. As soon as the ink is dry on the dotted line, your new team should be focused on three key priorities:

  • Getting the technology working perfectly
  • Building the agent profile and hiring the right agents
  • Designing training and testing that will put competent, confident agents on the floor from Day 1

Obviously, there is a mountain of work that goes on in the first 30 days – but these three areas are so core to the customer experience that they top the priority list. If there is one piece of advice that we can offer to make sure that your partnership is successful it is this: free up your resources to work on the technology, people, and training pieces with your partner. Yes, your partner needs to do the heavy lifting. Yes, they should be driving the transition bus, so to speak. Yes, it is their job to get it right out of the gate. But if you don’t make the right resources available within your own organization, it is going to be an uphill battle to launch smoothly and on time.

The reality is that smooth transition (and every smooth transition) was the outcome of teamwork and commitment of resources on both sides of the client-provider equation.


Getting to Day 60

While the tech, HR, and training teams are working on their implementation, your partner’s workforce management team, business process team, and program management team will be laying the groundwork for delivery on your KPIs – everything from Average Speed of Answer to your quality scores.

This is where your new partner’s workforce management team needs to really dig in to understand your forecast. This may seem like a straightforward math exercise informed by historical data, but to do this well, you need cross-functional collaboration. Bring marketing into the picture. What major initiatives are going to impact the forecast? Bring Sales and Brand Managers into the tent, too. What are their goals for the next two quarters? How do those goals vary from past performance? Are there any exceptional circumstances on the horizon?

Making sure your contact center’s workforce team has strong data and a clear vision is one of the best things you can do to make sure your first quarter in production with a new partner is a success. Having a solid forecast means that your team will be properly staffed. Proper staffing means your customer experience is protected and your new program managers can focus on consistency, communication, and problem-solving, instead of being distracted by under/over staffing issues. And most importantly, they can focus on quality.

Speaking of quality – between the award of contract and the cut-over date, your team will be working out how to measure and coach to your quality standards. With a new partner, the urge to simply say "Do it our way" is intense. This is where the anxiety of outsourcing to a new partner can actually work against you. If you selected your new contact center team because of the quality of their offering – trust them. If you can’t find it in yourself to trust them completely because they haven’t earned it yet, at least trust them enough to listen to and consider their input. And calibrate. Calibrate. Calibrate. Make sure everyone is on the same page where quality is concerned. Test out your quality measurement tools on archived calls. And calibrate some more. Test out your quality measurement tools with your new hires in training. And calibrate some more. Then have your coaches test out your quality measurement tools in role play with each other. And calibrate some more.

In this 60-day window, open, honest and frequent feedback, with constant communication is the critical factor.


Getting to Day 90

The focus is on cut-over. Your partner’s tech team will be testing systems and integration and working out the bugs. Yes, there will be bugs. A good tech team knows that and goes looking for them before they become customer-facing. Your partner’s information services team is designing your reports, and together, you’re working out the cadence and content of those reports. The workforce management team is running various scenarios to ensure maximum efficiency in resource deployment while meeting (or more likely exceeding your KPI requirements.)

Your HR team is still recruiting for a phased-in, ramped up start. Your trainers are training, testing, calibrating, running role plays, and testing some more. Most likely your contact center partner will have deployed some tenured, experienced, highly capable agents from other programs to seed your new project. And they also have a whole bunch of new hires to onboard with a focus on connecting them both to your brand and immersing them in the culture of their company. Your program manager and executive sponsor’s nerves are starting to jangle even if they never let you see them sweat.

The priority here has to be on building a confident team that has the tools to do their job well. The cut-over is nerve-wracking. That is all there is to it. Taking that first call, doing that first coaching session, handling that first interval when volume exceeds forecast by greater than 15%. Those are high pressure scenarios. So let your team, from the agents to the real time analysts, to the coaches, and program managers focus on building their knowledge and confidence.

You want your frontline team to go live knowing that they’ve been well trained, knowing that they won’t have all the answers but knowing where to find the answers they need. You want them to have confidence in their tools and confidence in their relationship with you and your brand. You want your team (agents to program managers) to know that when something goes wrong (when, not if) they can safely ask for help and make it right. In that scenario, your customers are going to be in good hands. And the foundation for a long, successful relationship with your contact center partner will be set.

At the end of the day, implementing customer service outsourcing is a complex process that can only be achieved through constant communication, strategic ramping up, and a generous helping of patience. This way, your contact center partner will most effectively be able to adopt your brand as their own, and your customers will remain blissfully unaware of the transition.


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.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Using Suppliers – Be Safe, Not Sorry!

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

Published: Friday, March 18, 2016

Printer Friendly Version Printer friendly version

2020 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

3.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312
 
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 10414 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =