Call Center Outsourcing Management Service

 

Challenge

 

You have made the decision to outsource your call centers to realize savings on technology investments, improvements in call handling capabilities, reduction in operating expenses and improvements in customer call experience ultimately leading to increased customer satisfaction and program value. The next challenge facing you 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 great challenge. This 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 and 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, large amounts of disparate data need to be related in a well-built data model.   When this is in place, anomalies in the data can be identified and turned into opportunities to reduce prior months’ outsourcing bills or to improve agreements to protect against having to pay for inefficient vendor processes, etc. that dilute the value of the outsourcing relationship. Examples of these anomalies are inordinate amount of time between payroll clock-in and ACD log-in, long call handle times, excessive non-productive time, poor schedule adherence, etc.  All of these add costs to outsourcing bills and reduce the value of the relationship.

 

Source Loop built its application platform specifically to handle these types of management challenges facing organizations that have outsourced their call center operations.  The following graphic 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 to one of the largest and typically fastest growing expense items.

 

• Uncover billing errors and receive refunds from vendors.

 

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

 

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

 

•  Ultimately improve the quality of service provided to customers through outsourced call centers.