Using Contact Center Technology To Improve Return On Investment (ROI)
Effectively managing your large, multivendor contact center environments is more critical to your success than ever before. Customers expect you to provide 24X7 access to your products and services. Multichannel access is not optional. How do you manage these environments effectively, improve your customers' experience, enhance service quality and still achieve operating efficiencies?
By outsourcing your multivendor customer service management, contact center processes and technologies to ys, you'll gain increased access and control of your multivendor operations through our hosted and leveraged technology platform while providing higher-quality customer experiences at a lower operational cost. With CRM Managed Services, we can manage your multiple customer service providers, your contact centers, and the processes and technologies that support it all for:
- Improved performance across all customer services providers
- Rapid return on technology investment via a globally consistent platform
- Greater Alignment of contact center strategy with your enterprisewide customer relationship management (CRM) strategy
- Reduced cost per call by up to 90% with automated speech transactions versus a live attendant
- Increased revenues through customer cross-sell, up-sell capabilities
The Core of Our Approach: Multivendor Management
We provide the governance capability to orchestrate and streamline your entire contact center operation. The goal is to integrate your people, processes, and technology into a single enterprise-wide solution. Primary components include:
- Command Center: Ensures that contractual service levels are met across all customer service providers (CSPs); includes traffic management, outages, escalations, under and over staffing, and intraday management
- At Home Partner Network: Provides you with the right mix of agents by utilizing our partner network to meet your business requirements and objectives
- Client Governance: Provides you with timely, fact based updates regarding delivery of services to your end customers
What Our Approach Delivers
- Alignment: between your business priorities and service-level performance across your entire contact center enterprise
- Consistency: through a single point of contact for all facets of support across all your programs, vendors, contact center technologies and geographies
- Communication: of your business objectives to all delivery partners using our contact center technologies
- Results: by monitoring and reporting your enterprise performance to track and optimize both service and quality
Start with Strategy & Assessment
To establish an effective multivendor management organization we start with a comprehensive a strategy & assessment project. This encompasses people, processes and technologies within your contact center environment to build a baseline. We compare your contact center operations to industry best practices and design a road map of recommended strategies and pragmatic steps to realize your organization's objectives.
To validate our assessment we leverage contact center industry expertise and customer interaction strategic planning capabilities to identify areas where your contact center can quickly move from the current state to the desired future state. We address improvements such as greater functionality, flexibility and cost savings.
The end result is an actionable road map for your future state contact center environment that aligns to your business and operational objectives – a plan that meets budget requirements and supports your business goals.
Technology Management Improves Customer Satisfaction
Our Technology Management package supports your enterprise contact centers. It's comprised of a centrally managed set of contact center technologies, all part of a highly controlled, secure, and repeatable infrastructure. This allows you to realize higher quality customer interactions and reduces the total cost of interactions through:
- Telephony Management: A core set of tools and processes enabling contact center connectivity and transformation that increase effectiveness and improve efficiency in each contact center environment. We deliver these benefits through features such as enterprise routing, desktop automation, workforce management, quality management, automated training and knowledge management.
- Customer Self-Services: This feature enables your enterprise to provide self-service capabilities for delivering customer support, completing customer transactions, and providing content-rich information through IVR/speech recognition.
- Contact Center Performance Management: You'll get greater visibility and control of you operations with actionable customer service data through dashboards, reports, ad hoc analysis and real-time notification. Assists decision-makers and agents to manage, improve and optimize your contact center operations.
Technology management delivers:
- Best-in-class virtual global platform
- Superior, consistent customer interaction for an improved customer experience
- Risk mitigation
- Fewer integrations
- Reduced variability
- Speed and flexibility
CRM Managed Services At-A-Glance
Contact Center Performance Management Fact Sheet
Customer Self-Services Fact Sheet
Retain Your Customers In a Down Economy White Paper
For more information about what HP Enterprise Services can do for you, submit a business inquiry.