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Contact Center Outsourcing

Today, global competition demands world-class customer service. To achieve this requires unprecedented agility, quality and performance from an organization’s contact centers. Operational and business managers must therefore balance agent skills with current and future customer demand across the whole organization. Virtual Contact Centers (VCCs) enable this by incorporating agents from multiple sources.

Outsourcing, whether in-country or off-shore, has been a key part of delivering these VCC infrastructures.  Outsourcing to a reputable customer service provider promises the following key benefits:

  • Enabling the business to focus on its core business
  • Improved business agility – ability to flexibly increase or decrease customer service resources based on business demand
  • Reduced costs, both from exploiting the outsourcer’s operational efficiencies and scale economies, and, when combined with ‘offshoring’, from lower cost labor

In addition, in recent years competition for business from contact center outsourcers has produced considerable downward price pressure on rates, further improving the economic equation for buyers of this service.

However, this pressure on rates, and hence margins, has also had an effect on quality, with the result that outsourcing has become a commodity item at the point of purchase.  To relect this, organizations are changing their outsourcing strategies to balance internal, on-shore, near-shore, and off-shore operations to best serve customers.  They are also engaging with multiple partners to ensure competition for business and to ensure quality solutions appropriate for each brand/product/service line.

The Exony Interaction Intelligence solution addresses many of these concerns related to exploiting the benefits of contact center outsourcing:

  • Full integration of an outsourcer into the virtualized enterprise
  • Safe partitioning of data/functionality to ensure outsourcers do not have access to internal/competitive data or resources
  • Insulation from outsourcer agent attrition by providing resource management functions
  • Visibility of agent information for real-time and historical analysis without the need for outsourcer intervention (outsourcer filtering of information, cost to provide information, etc.)
  • Use of both real-time and historical KPIs to measure performance and adherence to Service Level Agreements (SLAs)
  • 'Single Version of the Truth’ made available to both the client and outsourcer to provide absolute certainty of payments due, etc.
  • Provides clients direct visibility to both real-time and historical SLA adherence
  • Increased procurement flexibility by allowing outsourcers a partitioned part of the virtual contact center infrastructure 
  • Real-time control over enterprise resources to control overflow to outsourcer(s)
  • The ability to identify and segment customers and/or calls by business value or other metric, and determine the appropriate customer interaction resource to apply to it

In short, the award-winning Exony Virtualized Interaction ManagerTM (VIM) enables organizations to extract the full economic, customer service and business agility benefits promised by contact center outsourcing.

For further details on how VIM can help you measure and manage your outsourced operations more effectively and directly impact your bottom line, download your FREE copy of the Exony Business White Paper:

"Virtual Contact Centers and Outsourcer Management - Unlocking the Potential of Virtual Contact Centers"

by clicking here.