Call Center Challenge

 

You have made the decision to outsource your call centers. You seek to realize savings on technology investments, improvements in call handling capabilities, reductions in operating expenses, and improvements in the customer call experience.

 

And you hope this ultimately leads to increased customer satisfaction and program value for your organization. The next challenge is how to ensure that your outsourcing partners are providing this value and living up to the terms of your outsourcing agreement.

 

Solution

 

Source Loop’s Call Center Outsourcing Management Service provides the solution to this daunting challenge. Our managed service provides a comprehensive, life-cycle-driven approach to implementing stringent management of this large and ever-growing expense stream. The key components of this service are highlighted in the chart below:

 

Component	Description
Sourcing		Contracts/SOWs are reviewed for rate levels, major Ts/Cs impacting service quality, service management and invoice validation. Changes to SOWs are negotiated on behalf of customer enabling more effective management and lower net costs.
Validation		All invoiced charges are validated using detailed data sources such as agent call data, agent payroll records, contracts/SOWs, etc.  Rates, charge calculations & SLA penalties and incentives are validated to ensure accurate billing.
Optimization		Our rich data warehouse is leveraged to develop analytics that support optimal business allocation among service providers providing the greatest benefits. We also compare outsourcing against the in-house cost to determine the best mix of call center resources.
Business Intelligence		In addition to Optimization, we have developed a comprehensive set of call center metrics that are used to evaluate vendor performance.  A rich set of reporting and visualizations are provided to quickly highlight vendor performance and value provided to the enterprise.
Processing		Our platform has been designed to enable managed flow through processing of outsourced call center invoices. From invoice (and supporting data) receipt to invoice payment approvals to generating AP feeds, our application platform ensures that controls are implemented and that actions happen within customer specified intervals to ensure a high integrity processing solution.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

In order to really understand what is happening in your outsourcer’s call center environment, significant amounts of disparate data need to be related to each another in a robust and flexible data model. With this powerful tool in place, anomalies within the data can be identified and turned into opportunities. Prior months of outsourcing bills could be reduced; or agreements could be improved to protect against having to pay for inefficient vendor processes.

 

Either of these improvements would prevent a dilution of the value of the outsourcing relationship. Examples of detected anomalies include: the inordinate amount of time between payroll clock-in and ACD log-in; long call handle times; excessive non-productive time; poor schedule adherence etcetera. Properly indentifying and managing these potential issues that add costs to outsourcing bills is critical to minimizing their ability to diminish the value of your outsource relationship.

 

We’ve built our application platform specifically to handle these types of management challenges facing organizations that have outsourced their call center operations.  The following illustration depicts the various modules included in our platform.

 

 

Benefits

 

Source Loop’s Call Center Outsourcing Management Service provides many valuable benefits which include the following:

 

• Implementation of management controls for one of the largest and fastest growing expense items.

 

• The ability to uncover billing errors and receive refunds from vendors.

 

• Identifies areas where value has not been delivered for service fees paid so customer can take action to rectify the situation.

 

• Supports the sourcing process with rich analytics and unique insight into the vendor relationship; this enables the creation and maintenance of world class contracts that deliver significant value to the organization.