Contact Center Services (CCS)

Your contact center resources are among the enterprise’s most essential services for acquiring, supporting, retaining and building customer relationships. As such, the people, process and technologies that serve your contact center needs demand focused attention and expert delivery.

The customer relationship job is aggressively evolving as an ever-more-complex operation. Customers have the growing ability to be more knowledgeable regarding their product and service options because of the continued growth of Internet use and depth of information made available to them. This means that enterprises need to have a robust and targeted knowledge base agent tool to effectively meet or exceed customer expectations. It is not good to be behind this curve because the tools available to customers are pushing forward at light speed. Social networks are a primary example. The growing use of these networks adds the need for additional focus on the customer experience since product information or a good or bad experience moves much more quickly the market and customer/prospect base. Are you mentally aligned with these movements? Is your strategy inclusive of these market movers and customer trends?

Attentive corporate leaders continually seek new ways to enhance their customer‘s experience through business alignment, process improvement, and effective application of technology and resource optimization (best practices). Strategies to achieve these best practices fall into one of three approaches: 1) internal improvements; 2) third party sourcing of services; or 3) hybrid (a combination of internal and external provided services). By developing and relying on a best-fit strategy, you can concentrate on your core business while delivering improved results to the lifeblood of your organization: your customers.

There are an ever-increasing number of channel, technology and service delivery options for driving improvements in your contact center operations. Will an enterprise-wide services delivery model yield higher customer satisfaction at acceptable costs? Should you consolidate your fragmented operations to achieve scale and process improvement? What are the risks and benefits available from nearshore / offshore delivery alternatives — and what customer segment would be the most appropriate candidate for servicing internally, nearshore or offshore?

We are expert at strategy development, and assessment of technology-enabled business operations. Contact center functions are among the most significant services to benefit from realignment per a targeted strategy, expert application of automation, process standardization, analytics and skilled resource deployment. More and more is being done with less. Can you afford to build a world-class contact center capability yourself? Have you evaluated optional targeted strategies to meet the evolving needs of your customers and your enterprise?

TPI Contact Center Advisory Services

TPI’s Contact Center Services help enterprise managers consolidate disparate operations, access the latest technologies, exploit lower-cost labor markets, improve customer service and build sustainable competitive advantage. In fact, TPI’s record of success is based on advising on dozens of CRM engagements, including 20 sourcing implementations valued at a total of US$6 billion to date. TPI is ideally suited to help you develop the best sourcing alternative, supported by an actionable, adaptable service delivery framework to help you align, optimize and deliver contact center services on an ongoing basis.

We help to guide you through the complex consideration of service delivery alternatives for contact center operations. Our advisors possess deep functional expertise and contemporary marketplace awareness for the full spectrum of contact center functions.


Contact Center Services offerings:

Offer Development

  • Concept
  • Business Case
  • Marketing Brief

Sales

  • Define List Requirements
  • Lead List Scrubbing
  • Develop Scripts
  • Determine Sales Channel
  • Estimate Revenues
  • Customer Data
  • Sales
  • Sales and Marketing Systems

Ordering

  • Take Order
  • Error Management
  • Manage Order

Customer Care

  • Business Strategy
  • Contact Routing
  • Customer Account Management

Staffing

  • Performance Management and Reporting
  • Business Support
  • Integration of Customer Information
  • Customer Data Analytics and Trend Analysis
  • Contact Center Application Services
  • Contact Center Infrastructure Services

Fulfillment

  • Receive Fulfillment Request
  • Process Fulfillment Request
  • Fulfill Request
  • Manage Request

Provisioning

  • Process Order
  • Enable Service
  • Manage Order

TPI's contact center experts guide you through an objective evaluation of the efficiency and effectiveness of your current contact center service model, and lead you through the implementation of improvement programs that leverage internal transformation, shared services, outsourcing and captive offshore operations.

We will help to assess the viability of outsourcing for your contact center functions – with an eye on the strategic objectives related to brand-driven customer care.

For more information, contact:

ccs@tpi.net