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.

Corporate leaders continually seek new ways to enhance contact centers through business alignment, process improvement, and effective application of technology and resource optimization (best practices). Best practices in contact centers are often achieved by implementing effective sourcing strategies. By relying on select, third-party expertise, 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 offshore delivery alternatives — and what customer segment would be the most appropriate candidate for servicing offshore?

We are expert at the assessment of technology-enabled business operations, and contact center functions are among the most significant services to benefit from expert application of automation, process standardization, analytics and skilled resource deployment. But can you afford to build a world-class contact center capability yourself? Or should you leverage external resources?

TPI Contact Center Advisory Services

TPI’s Contact Center Advisory 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.

Following are our Contact Center Advisory Service 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

We will 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