We provide integrated, multi-channel and customized
solutions for a 24/7, global environment, so that our clients
can effectively manage their customer interactions.
Our global call center operating experience
from a Fortune 100 company gives you access to leading management
practices and capabilities. This enables us to provide the right
customized solution for your business.
To read about our experience at excelling in these areas, see
our management team.
Although we can set up services according
to many specifications, we find there are four ways to express
our focus:
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Functional -
We’re specialized in technical & customer support,
sales, and financial services. |
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Vertical - Although focused
on the technical area, we do consider other projects. |
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Skill level - See our market
focus slide |
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Channel - We offer telephone
and web-based interactions. This includes inbound and outbound
voice, email, web-form response, chat and other network-based
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Customized
solutions are in the following areas:
Technical & Customer Support
Client Outsource is committed to improving our clients’
customer loyalty. Excellent customer support certainly is a differentiating
factor in many businesses, and we can help make sure you achieve
your metrics in this area. We customize our processes to your
market and environment, working on requirements such as ASA (average
speed of answer), escalation process, and reporting.
Our team has experience building a world-class
Fortune 100 technical support center in India. By analyzing
product-call patterns we can assist in the reiterative process
of product development to deliver better customer equity and lower
costs.
Although these are customized solutions,
here are examples of some of what we offer:
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1st line and 2nd line technical support |
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Help desk |
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Customer service: billing, shipping, change orders, account
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Sales Performance
With extensive experience in high-performance sales initiatives,
we can, for example, respond to direct mail and email campaigns,
qualify & develop business or consumer leads for onsite sales
people to call, leverage order demand to use cross and up selling
to drive higher results or improve customer relationships.
We can also help design a full email campaign with or without
follow up outbound calls to close sales. We
would like our experience in developing call-center based sales
organizations at double digit growth rates around the world to
be your experience.
Examples of areas covered:
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Components for IT hardware |
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Software |
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Office supplies |
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Electronics |
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Parts for equipment or equipment itself |
Financial Services
In order to achieve maximum profitability and other objectives,
we can assist you in operating an excellent financial services
engine.
We offer tailor-made services in this area,
but examples of possibilities include:
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Accounts payable |
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Accounts receivable (collections) |
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Order management – in conjunction with an end-to-end
solution, we can offer order entry and management, including
financial control, credit clearance, etc. |
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Market Research & Customer Surveys
Client Outsource can help your organization determine if you are succeeding in positive customer experience on an employee or event/incident basis. For example, after a defining event or incident takes place, does the customer become more or less loyal? After they speak to a particular employee, how does their loyalty change?
Our customer surveys can help your employees improve their customer interactions, and can provide an incentive for your organization to provide excellent customer experience. Our results are ones that you can rely on; our clients use our results for incentives that cause positive organizational change. We rely on the disciplines of customer loyalty, management, statistics and psychology to design this process.
Sales Agents Metrics
Rarely is there a shortage of revenue numbers or transaction numbers in sales. But - do organizations know how likely that customer is to buy from the company again? Do they know if that person is going to recommend the brand? Many sales people are not evaluated on customer experience metrics.
Customer Support / Interaction Agents
Every call center agent knows about their productivity metrics. Many outside service agents see their revenues per day or other production metrics. But do they know about their customer metrics? If you've ever had a bad customer experience with a call or email to a call center, our surveys are designed to help management eliminate that experience.
Do you ever wonder if supervisors and coaches evaluate interactions in a way that is comparable from one supervisor to the other? In other words, when it comes to quality, are the evaluations calibrated? If you use an outsourcer, do they have the same standards that you do? If you use multiple outsourcers that are responsible for the own quality, how can you calibrate them?
Management
Is your middle and senior management team really dedicated to the customer experience? Do you have the courage to make part of their incentive based on customer surveys? There are many successful organizations that give incentives to different levels of management based on an well-executed customer survey program.
We are an end-to-end solution. We develop the scripts, give you statistical guidance on sample size, and provide reporting for different levels of the organization, whether site based or manager based, for different levels of management, all the way down to the front line or all the way up to C level executives.
The Problem with Web or Email Surveys
The following discussion of survey methodologies is excerpted from the Georgia Institute of Technology's World Wide Web User Survey:
Self-selection occurs when the entities in the sample are given a choice to participate. If a set of members in the sample decides not to participate, it reduces the ability of the results to be generalized to the entire population. This decrease in the confidence of the survey occurs since the group that decided not to participate may differ in some manner from the group that participated. 1
"This problem is especially severe when questionnaires are mailed to people, who choose whether or not to fill in and return them. If the “return rate” is low, say 5%, then one cannot pay too much attention to the results. If the return rate is 85%, on the other hand, then the results might have value." 2 The lower rate of return is also typical with web surveys and email.
Therefore Client Outsource manages projects to obtain high participation rates. One tried and true method to counter this problem is to use the telephone to increase return rate. Client Outsource can help ensure you have numbers on which you can make good decisions.
1. Georgia Institute of Technology, GVU's WWW User Survey Background Information
Graphics, Visualization & Usability Center, 1998
2. University of British Columbia, Department of Philosophy, Statistical Problems, 2003
Results
Why do we deliver results quickly ? Because psychological research has shown that positive or negative reinforcement should be delivered as soon as possible after the behavior to affect conditioning. We also not only understand, but practice, processes that deliver reliable relevant surveys.
We also can make results available in a variety of formats. For example, we're experienced in Crystal Reports and we can also make recordings of surveys available for later listening (when prior arrangements are made). The recordings and the powerful reporting can create an indisputable record of customer's answers to questions that you've determined are vital to your company's success.
To find out more, please contact us.
Consulting
Business Consulting
Client Outsource’s combination of business management experience
in sales and customer care organizations in the high tech field
clients go beyond pure call center management. While Client Outsource
works to learn our clients’ businesses and apply their best
practices, we also often can supply best practices from other
non-competing industries for your process.
Client Outsource is committed to a strategy
that impacts our clients by:
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Enhancing customer experience |
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Improving profitability |
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For example, the company constantly looks for ways to reduce
call volume while enhancing customer experience. This may involve
helping our clients develop improved customer self help systems,
or working on ways to improve agent productivity and/or capability
Client-controlled offshore-center
Only 45% of contact centers in India are “captive”,
or owned by the client for the exclusive use of internal initiatives
and their own customers. Setting up such a facility is a resource-intensive
process, where in-market expertise is vital to success. We provide
our expertise to companies whose business model complements our
strategy. These engagements can cover end-to-end deployment deliverables
that arise when executing a world-class offshore customer interaction
project.
Some of the elements of these engagements
include:
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Project planning: business case, scope and implementation |
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Location selection |
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Basic regulatory summary & introduction to counsel
on regulatory matters |
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Business Continuity |
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Local knowledge |
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Partners |
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Assistance with sourcing key hires |
NEXT: Market
Focus
