Call Center
Quality contact is the key to customer growth and retention. Often the best way to upgrade technology and improve customer service is to find the right outsourcing provider with the tools and best practices in place already. We understand the call center marketplace – who’s world class; what are the delivery options; and how to maximize your value.
Globe-x advisors use a world-class knowledgebase and market-proven process management methods to help you create and execute your call center strategy by:
- Baselining
and benchmarking your existing call center performance, technology,
costs, and comparing them to the provider market.
- Determining
the right mix of contact center activities, sorting out core (retained)
and non-core (sourceable) tasks based on your specific risk and value
profile.
- Building
service level requirements, process documentation and Request for
Proposal (RFP) packages that precisely reflect the detailed business
objectives you seek from a call center program.
- Structuring sustainable relationships using our market-proven contracting methodology.
- Ensuring
risks and responsibilities are properly aligned with your operational
activities and processes, both now and as your organization changes
over time.
- Selecting the right provider using our industry experience and extensive provider database.
- Negotiating with the provider to obtain guarantees of improved quality and service levels.
- Designing your retained organization and training your staff to become effective outsourcing managers.
- Transitioning the work efficiently to your provider.
