Contact Centers - Managing the Outsourcing of Contact Center Services

The Challenge

• Extremely difficult to track how call center vendors performed against business goals or to compare vendors' performance
• Multiple vendors report daily on hundreds of performance metrics such as call volume, response rates, usage, etc in a variety of reporting methods ranging from spreadsheets to email and PDF files
• The metrics reported from each vendor were not consistently defined, making "apples-to-apples" comparisons impossible
• Collecting and collating the data from each vendor was difficult, error prone and time consuming
• Analysis of activities could not be performed until all reports were delivered, and reports frequently arrived weeks past the end of the month

The Solution

The Results

• Program managers benefited from an over 50% reduction in the amount of time spent on data collection and report generation
• Reports are delivered up to 4 weeks earlier than before, allowing time to resolve volume and performance challenges long before they become problems
• Increased customer satisfaction
• Improved contact center service provider partnership