There are very few organisations that should not consider outsourcing their contact centres because there are very few organisations whose core competence is contact centre operation.
"Although that seems to be an obvious thing to say, three decades into the evolution of contact centres, most executive teams are still divided as to the business necessity and benefits of outsourcing their contact centres," says Sandra Galer, Consulting Director at Merchants, South Africa’s largest business process outsourcer.
"No organisation outsources its contact centre in order to increase the costs of interacting with customers or to make their customer service worse. So, in that sense, the business case for outsourcing is more than clear: it’s very simple. In an era in which the effort a customer must apply in order to do business with you is becoming the new foundation on which customer-facing activities are based, every organisation, small or large, needs to ensure that reducing the customer’s effort doesn’t escalate its own demand on resources.
For those relatively few organisations in which the contact centre comprises a large part of their business and, therefore, competency is high, outsourcing still offers the benefit of scalability, particularly for seasonal events. Also, the use of multiple outsourcers enables spreading of risk and negotiation of favourable operating costs.
Galer warns, however, that playing contact centre providers off against one another carries a risk of fragmenting both the brand and customer service. "It also makes providers reluctant to share customer information or support. This can work against cost savings."
Possession and interpretation of customer data is one of the major reasons executive teams do disagree on the need to outsource the call centre. There is a fear of losing control of customer data and therefore the ability to innovate with products and services to increase customer satisfaction and reduce customer effort.
"In fact, your provider should do some of your innovation for you," Galer says. "If you’ve selected a provider with a proven track record of expertise in your vertical, whether it be in sales or service, and is closely aligned with your own organisational culture, then you will have a powerful business partner.
"Also, medium to large providers are constantly testing new technologies with the specific aim of reducing the customer’s effort. They stay on the cutting edge of customer satisfaction so that you can, too. This includes ensuring that your data is mined to your benefit.
"That said, it makes no sense to hand over your customers to a contact centre operator and not think about your customers again until the time arrives for the annual increase for the provider. You need to plan for integrating contact centre activities back into the rest of your business.
"Internal or external, the contact centre represents your brand. So, it must accurately reflect your values and culture. It must function in a way that enables you to understand your customers better, even though you may not be managing customer information directly.
"The best way to achieve this is to participate in the training of contact centre agents, to provide support from your business units for contact centre operations, and to maintain close communication with the operator.
"These fundamentals apply whether you’re outsourcing or not. It’s just that, with outsourcing, applying the fundamentals comes standard with reduced cost and increased efficiency."
Many organisations defer outsourcing their contact centre because it brings considerable change. There is also reluctance to manage the process of retrenchment or moving internal staff to the outsourcer. In addition, public reaction to offshoring, in terms of the apparent loss of jobs to the local economy, can be negative.
And, there are the upfront outsourcing costs of acquiring premises and recruiting and training staff.
"These are all legitimate concerns," Galer says. "It’s important, however, to come back to the original business case. If your organisation becomes more sustainable as a result of outsourcing, then many more jobs are saved than lost and the organisation’s overall contribution to the economy remains positive. It’s a question, then, of communicating such benefits to the audience at large."
Frequently, an outsourcers’ cost per seat fee is deemed expensive. "However, were organisations to account accurately for the proportion of their building, facilities, and HR overheads consumed by their internal contact centres, they would quickly see how the economies of scale of contact centre providers slashes those costs," Galer says.
"If you’re looking to expand current capabilities, add new divisions, improve efficiencies, or scale with seasonal variances and you don’t know what your existing costs are for an internal contact centre, you will not be in a position to compare provider offerings and make a decision about outsourcing that boosts your bottom line.
Looked at from all angles, Galer believes that the decision to outsource comes down to a question of ‘why’ and not ‘when’. "If you know why you need to outsource your contact centre, the when follows automatically. As with all business issues, your strategy will dictate how your operations are structured."
About Sandra Galer:
Sandra is the Consulting Director at Merchants. Starting as a call centre agent, she’s held a range of operational roles, including creating and running contact centres for international clients. With over 20 years’ experience in the contact centre environment, she brings best practices and a common methodology to our operations.
Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions and has a 25 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.
Published: Monday, April 6, 2015
2Ring Dashboards & Wallboards
2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen.
Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.
A screen does not only mean a large plas...
PH: +1 (916) 426-3790
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams
|3.)||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
|4.)||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...
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
PH: (+61) 406 501 368
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.
|13.)||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.
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.
CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!
CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.
CSAT.AI provides granular details by issue (delivery delay etc) or agent score.
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
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.
*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
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.
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
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.