How to Select a Contact Center or Customer Service Outsourcer

Create a Win/Win Partnership

How can you select the best outsourced contact center that will meet your requirements?

An outsourcer must support your core objectives of decreasing costs and increasing customer satisfaction and loyalty.

You want to reduce the number of calls and call time, and you want your outsourcer’s people, process and technology to help you do this. However, your costs are revenue to the outsourcer. You will probably have a contract where you pay based upon the number calls and length of each call. There is great potential for your organization’s goals to not be aligned with the outsourcer’s goals. Your objective is to select an outsourcer that can bring the right mix of capabilities to meet your core objectives. You want to show the outsourcer how and why to accept some of the risk, which will give them a vested interest in meeting your goals.

This white paper examines the process of selecting the best contact center outsourcer to meet your requirements with a focus on people, process, and technology, and shares industry best practices and expert recommendations.

Some topics covered include:

  • Needs Assessment
  • Customer Service Industry Best Practices
  • Reporting
  • Dashboards
  • Self-Service Tools
  • Agent Effectiveness
  • Outsourcer Culture
  • Training
  • Pricing Analysis
  • Risk Sharing
  • Rewards & Penalties

Click Download White Paper to read more about how to select the best contact center outsourcer to meet your needs.

Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms