Maximizing Contact Center Vendor Performance
- Topics:
- Contracts and SLAs
- Tags:
- Business Operations,
- Performance,
- Outsourcing Contact Center,
- Outsourcing & Subcontracting,
- Outsourcing,
- Managed Hosting,
- It Operations,
- Enterprise Software,
- Customer Relationship Management (CRM),
- Contact Center,
- ...
- Source:
- Accenture
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Overview: Outsourcing contact centers is both a desirable and in many cases necessary step for companies wishing to control their costs and improve performance. However, making outsourcing relationships work can be challenging, and requires an investment in management infrastructure to maintain quality and independence while continuing to innovate and drive down costs. Achieving the cost and quality benefits of contact center outsourcing requires a creative and balanced contract structure and an operations infrastructure equal to or greater than that required for internal operations. Using this approach, companies can retain and even increase control of their service delivery, also take advantage of competition in the vendor marketplace to drive down costs, improve efficiency and re-inject passion and success into contact center performance.
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Format: PDF | Size: 52KB | Date: Jan 2007 | Pages: 2
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