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Article : Vangent Ranked by Industry Professionals #1 Large Outsourcer in the World

Las Vegas – At the 2010 Best Practices Conference – The Top Ranking Performers in the Contact Center World – delegates heard from leaders at the top 4 outsourced contact centers in the world about their center and how they operate. Delegates heard from Teleperformance Portugal (Portugal), HCL (India), Vangent (USA) and True Touch Co (Thailand). These 4 were voted the best around the world and they were at the 2010 top ranking Performers conference to share best practice ideas and tips to the delegates from around the world. The audience were asked to vote on who is to be named the ‘best in the world’.

Vangent was voted no.1 by the audience in a tough contest based on the information and questions answered by Dave Harkess - Director of Operations, Vangent Health Services

pic above shows David (left) receiving his Best in the World Award from Raj Wadhwani, President ContactCenterWorld

The Vangent national virtual contact center was established in October 2006 to address inquiries from the nation’s 45 million Medicare beneficiaries. Beginning in 2004, Vangent's client began to consolidate over 70 individual contact centers into what has now become a single contact center gateway where beneficiaries can get any and all of their Medicare questions answered. The result is one of the largest customer service programs undertaken by the federal government. The contact center offers 24 by 7 services through a variety of channels, including telephone, e-mail, fax, written correspondence and web chat, and in over 150 languages. With 3,000 – 4,000 CSRs, the center receives approx 26 million calls per year, approximately 18 million of which are handled by agents.

Commenting on the win and being ranked #1 in the world, David Harkess told us "Vangent counted it as an honor and a privilege to even compete with this international delegation. It was amazing to realize that, although we might be separated by great distances and language barriers, we truly held the basic Contact Center issues and opportunities in common! It was invaluable to spend a full three days with experts in the field. Experts who were eager to share best practices. "

He continued "Everyone was open and understanding. I had several conversations before and after the sessions where I was able to dive deeper into specific operational issues with selected companies. The friendships and business contacts that I made during the week will last a lifetime! As I said at the Awards banquet, I truly took away more than I gave! Thanks for hosting this incredible event! "

Raj Wadhwani, President of ContactCenterWorld added "David and his fellow presenters shared a lot of great tips. They were there to share best practices in the outsourced arena and did an amazing job. David told us many things including their unique way of managing spikes in volumes – this was fantastic. Hats off to David and his team of professionals who work at Vangent. "

The Top Ranking Performers in the Contact Center World Awards is an annual benchmarking and best practices awards program run by Contact Center World. More details of the 2011 awards which are open for entry until end of January 2011 at this link https://www.contactcenterworld.com/worldawards

The Top Ranking Performers Conference is a conference series that consists of 4 events around the world – 3 regional and 1 global best practices conference that is open for anyone to attend. More details of the 2011 conferences are at this link https://www.contactcenterworld.com/conferences

A full list showing the 2010 Global Rankings for all awards can be found at this link

https://www.contactcenterworld.com/worldawards/award-rankings.aspx?id=B1AF3648-3E6D-4B47-9219-FDE4BD016F25

Today's Tip of the Day - Keep Cost In Perspective

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

Published: Monday, November 15, 2010

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2024 Buyers Guide Consultancies

 
1.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

2.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

3.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

4.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

5.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
 

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