Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Athina Karahogiti
Global Deputy Chief Client Officer
2
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13
EXECUTIVE MEMBER
Eric Young
President / Contact Centre & Business Optimization Consultant
30

Article : Why More than Half of Contact Center Outsourcing Contracts Won’t be Renewed

#ContactCenterWorld

By Jeffrey Puritt, President, TELUS International

When it comes to selecting your Contact Center Outsourcing (CCO) partners, the conventional wisdom "more is better" has undergone an evolution. Traditionally, having numerous Business Process Outsourcing (BPO) vendors meant greater redundancy and potential for cost optimization. However, businesses are now becoming reluctant to spend the time and effort necessary to manage a large vendor portfolio – especially when it does not provide meaningful, strategic value.

As the shift to a "less is more" mentality continues, CCO is taking a hit. A new study released by Everest Group, with support from Telus International, found that less than 50 percent of end-of-term CCO contracts were renewed between 2013 and 2014.

And it’s not just CCO contracts that are under buyer scrutiny. Most BPO segments, including Finance and Accounting Outsourcing (FAO), Procurement Outsourcing (PO), and Human Resource Outsourcing (HRO), are experiencing higher rates of non-renewals than in previous years as well.

This trend towards consolidation prompts a key question: Why are some outsourcing vendors winning, when clearly others are not? The answer can be found in the delivery of strategic value created during the buyer-supplier relationship.

 

Six Factors Impacting Outsourcing Relationship Value

In the current BPO environment, service providers are presented with a unique opportunity to further strengthen their relationships with their buyers. This means structuring deeper and more engaged relationships from the start. We look to our front-line agents to be engaged, innovative and resourceful, so why should a buyer’s relationship with their service provider be any different?

To accomplish this, the supplier and buyer must agree on what truly drives value in the relationship. The study identified six key factors that buyers consider when evaluating the relative value of different contact center outsourcing relationships:

 

1. Communications Strategy – Talking with your partners on a regular basis sounds obvious yet, when it comes to outsourcing relationships, lack of communication is one of the biggest complaints amongst buyers. As a result, both sides need to define an engagement platform that includes collaborative information sharing practices. Whether you call them health checks, pulse checks, business reviews, or remediation plans, simply communicating more frequently can build and sustain relationship value.

 

2. Executive Relationship Building – It’s hard to build a strong relationship and resolve issues if the key people are nowhere to be found. Senior leaders should be present throughout the relationship and not just when the deal is signed. The governance model should include an executive steering committee composed of both buyer and service provider leadership. Again, it’s about structuring the partnership and setting expectations at the start to support ongoing success.

 

3. Employee Engagement – CCO is an industry plagued by high attrition, making employee engagement critical. After all, it’s the tenured and engaged employees who are motivated to provide the best customer and brand experiences. Therefore, a robust framework should be in place for engaging staff assigned to a buyer’s account.

Often, this goes beyond salary to include added benefits around learning and development, corporate social responsibility, team activities, and more. On the buyer side, outsourced agents should feel like they are part of the buyer’s organization – a true extension of the client’s team and brand. Simply branding the call center floor or empowering agents to use the product themselves (even creating super users) can create a more personal connection to the brand.

 

4. Customer Experience Innovation – Heightened buyer expectations require service providers to continuously work on enhancing their value proposition in order to remain relevant. Innovation can come in all forms, including enhanced recruitment and training programs, business process improvements through Six Sigma initiatives, technology enablement, and more.

Buyers must challenge their service providers to play a more active role in meeting their needs, while providers should identify opportunities for enhanced service offerings, improved processes and return on investment. As an example, when one buyer-service provider relationship focused on innovative ways to improve their employee engagement programs, agent engagement increased by 12 percent, attrition fell by 7 percent, and customer satisfaction increased by 13.6 percent, all in the span of one-year.

 

5. Quality of Service – At the start of an outsourcing engagement, all relationships experience some level of transition stress. From an operational perspective, this is one of the most challenging times. However, if service level metrics are continually missed and users remain dissatisfied, the partnership is in jeopardy. This often happens when relationships focus on minimizing costs and maximizing efficiency – a scenario that’s not typically suited to maximizing what’s most important: the quality of the customer experience.

 

6. Alignment with Business Objectives – When it comes to aligning business objectives, it’s a two-way street. Service providers must support the day-to-day operations while making an effort to understand the buyer’s overall business direction. At the same time, buyers need to take the time to educate their service providers on what matters most to their business and where the business is headed.

With increased comfort and understanding comes a higher focus on business outcomes rather than just the operational ones. When this happens, traditional service level agreements are either supplemented or changed to include more business-outcome oriented objectives such as sales conversions, customer satisfaction, likelihood to recommend, or net promoter scores.

 

The Changing Buyer-Service Provider Relationship

The "more the merrier" multi-vendor strategy to BPO was effective when the focus was on cost reduction and risk mitigation. Now, however, buyers are looking for fewer but more meaningful partnerships. This means a greater investment of time, commitment and other vital resources from both sides. From innovation to employee engagement to open communication, and more, it also means agreeing on what truly drives relationship value and partnership engagement. The six factors above are a good start.

Learn more: http://web2.telusinternational.com/engaged-contact-center-relationships

About TELUS International

Jeffrey Puritt is President of TELUS International, a global BPO and ITO company with over 21,000 team members around the world, including in Canada, the United States, Central America, Europe and Asia. TELUS International is the global arm of TELUS, one of Canada’s largest telecom companies, with CDN$12.5 billion in annual revenue and 12.5 million customer connections.


About Jeffrey Puritt:
Jeffrey Puritt is President of TELUS International, a global BPO and ITO company with over 21,000 team members around the world, including in Canada, the United States, Central America, Europe and Asia.

About TELUS International:
Company LogoTELUS International (NYSE and TSX: TIXT) designs, builds and delivers digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions and other managed solutions. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company Profile Page

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Wednesday, May 4, 2016

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

6.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31753 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =