Customer Care Operations Anxieties: Cost, Quality, Control & the Role of the Outsourcer Presented by Joe Feldkamp Senior Manager, Business Development Primary Anxieties to Outsourcing Care Operations Cost Quality Control Outsourcing can’t possibly be a less expensive alternative.
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Customer Care Operations Anxieties:Cost, Quality, Control & the Role of the OutsourcerPresented by Joe Feldkamp Senior Manager, Business Development
Wants & Needs Analysis
Conducting a true needs assessment
Optimal Program Mix
This is a representation based on a tier 1 North American wireless company.
Reduce operating costs
Guaranteed cost savings
Scale of operations
Lower costof labor
Typical Breakdown of Cost Savings
Labor costs 15%
Fewer live agent interactions through increased self service
Shorter handle time
Less idle time
Less time spent in training, team meetings, etc.
Fewer repeat calls
Convert more prospects
Reach more prospects
Better retain customers
Greater up-sell / cross-sell
Customer scoring& segmentation
Agent recruiting &training
Agent benefits & incentives
Agent desktop applications
Intelligent call routing
Interactive alert technologies
Access to customer prospect lists
First call resolution focus
Call routing technologies
Typical 20 - 40%+ more revenue vs. in-house
Identify new revenue streams
Increase and retain customer base while driving new revenue growth
Key Performance Indicators (KPIs)
Optimal Program Mix
Reality – A credible outsourcer will guarantee the promised cost reductions.
Reality – A credible outsourcer will provide a team of experienced, industry specific professionals to better manage your program.
Reality – A credible outsourcer will deliver exemplary program management and accountability.