You are here: silicon.com > Resources > White Papers > Enterprise Applications > Customer Management > Call Center - Contact

Call Center - Contact White Papers

Maximizing the Savings of Call Center Multi-Sourcing While Protecting Service Levels

Tags:
call center - contact

Overview Many companies are moving to multi-sourcing for call center agents, largely in pursuit of the cost savings that can come from flexibly tapping into a variety of labor pools. The trend is also growing because multi-sourcing enables call center resources to be rapidly scaled in either direction to align with business growth, call volumes and seasonality. Still, multi-sourcing is not without peril - particularly the risk of negative impact on customer service and, thereby, damage to customer loyalty and brand. Nor are all companies that have adopted multi-sourcing realizing the expected levels of savings.

Further White Paper Details
Publisher	Echopass	File Format	PDF
Date Published	May 2007
Format	White Papers
Topics	Call Center - Contact, Service Level Management, Cost Control - Risk Mgmt.

Did you find this white paper useful? 3 out of 10 users found this white paper useful

Littlewoods brings Vertex outsourcing deal in-house

Phil Morgan, head of operations at Littlewoods Bet Direct, said in a statement: "In-sourcing our call centre operation was a strategic move to reduce the odds of customers making bets elsewhere. It will enable us to improve customer loyalty by...

Channel:
IT Consulting

IP poised to storm the call centre

In the UK, one of the most high profile instances of IP deployment has come from BT, which upgraded its legacy infrastructure in December 2004 to connect 10,000 agents based across 124 sites. Consider that there are four million call centre agents...

Channel:
VoIP
Tags:
call centre,
voip

Opinion: It's all about 'right-sourcing'

Multi-sourcing Multi-sourcing in this manner allows transparency and independent assessment of each component outsourced. Detractors say multi-sourcing requires greater management resource from the customer.

Leader: How to avoid an outsourcing disaster

But getting it right remains one of the biggest headaches for organisations, especially with the move towards a multi-sourcing approach that requires the management of complex contracts with four or five different IT service providers.

£7bn outsourcing "turmoil" ahead

Morgan Chambers said its research identified a clear trend away from 'sole source' deals in the UK - giving the whole outsourcing contract to a single provider - towards 'multi-sourcing', where smaller, specialist companies pick up chunks of...

Channel:
Offshoring
Tags:
offshore

Where is outsourcing heading?

As industrialisation moves into outsourcing, companies will continue to operate a sourcing model in which innovation-oriented tasks with higher user interaction are conducted onshore and lower level, process-driven, automatable tasks mainly go...

Live Webcast: Telecoms 2.0 - Where is telecoms heading?

In this webcast, our panel of experts will review where we are with next generation telecoms in the UK, working through the concept of 'Telecoms 2.0': - Realising the potential of Next Generation Networks - why it isn't just about the technology? - What attributes should firms be looking for in their telco partner? - Is the relationship between telco provider and customer changing? - What things need to happen to make next generation services a reality? - You say you want the supplier to change. Do you want to change too? - What is Telecoms 2.0?

Publisher:
ZDNet UK

Telecom 2.0: Mind over matter

ntl:Telewest Business believes that the role of the telco is evolving. Gone are the days when it was enough to simply focus on circuits and minutes, customers now need a far higher degree of interaction and look for suppliers who will talk business solutions with them.

Publisher:
ntl:Telewest Business

IBM Information Server Change Data Capture

In today's fast-paced world, access to real-time data has never been more important. To be successful, organizations need to be able to report and analyze corporate data quickly and easily, regardless of what applications created the data, what platform they're running on, or what database they're stored in.

Publisher:
IBM

An examination of server consolidation: the trends that can drive efficiencies and help businesses gain a competitive edge

This white paper provides a starting point for organizations contemplating server consolidation. It includes an overview of server consolidation concepts and techniques and provides guidance on methodologies. It also looks at the potential cost savings associated with server consolidation and offers information on how organizations can sustain the advantage they have gained by consolidating their servers.

Publisher:
IBM

Also on silicon.com

Site Navigation:

Call Center - Contact White Papers

Maximizing the Savings of Call Center Multi-Sourcing While Protecting Service Levels

Quick Sitemap Links:

About Us

Search

Blogs

Verticals

Advertising Features

CNET Networks in Europe

CNET Networks in the United States

CNET Networks in Asia Pacific