Outsourcing customer service operations — or call center operations — is a practice that is in high demand. Companies have recognized the benefits that outsourcing can provide and the strong organizations in the field that can offer the right solutions.
Once such organization is Stream, a provider of technical support and customer service. The company was recognized last week as one of the 2007 Global Services 100 (GS100) list, which honors the world’s most innovative providers of business and technology services. This marks the second consecutive year Stream has made the list.
Compiled by Global Services magazine, the GS100 identifies leaders in 11 service-delivery areas spanning business process outsourcing, IT outsourcing, engineering and customer care. Stream was ranked in the top 10 of the GS100’s global call center listing for 2007. The company ranked first on this list last year.
“While it’s always exciting for our company to be recognized so publicly, our inclusion on the GS100 list — for the second year in a row — is a special honor,” said CEO Toni Portmann, in a Tuesday statement. “This recognition is a real affirmation of Stream’s global strategies, especially Smart Shore(SM), which continues to be a key differentiator for our company.”
Stream has made its name in the high-tech vertical markets of software, hardware, consumer electronics and Internet service providers. While still focusing on these areas today, Stream ensures its offerings are based on the company mission — to deliver an exceptional customer experience.
Smart Shore(SM) is described by Portmann as a consultative approach to site selection based on a given client’s unique support needs. The company’s global infrastructure and locations enable Stream to determine the best mix of onshore, nearshore and offshore locations that will meet the support needs of a client. The company also evaluates need based on the product line, the customer set, the contact channels and the type of support required.
The GS100 supports Portmann’s emphasis on global sourcing methodologies. The report noted that a “critical differentiator among call centers is to have a network of global deliver centers.” The report also acknowledged that global service deliver options enable advanced call routing, time zone coverage and lowered risk through sound business continuity solutions.
Portmann added, “As a global company — and especially in our industry — global reach is about a lot more than dots on a map. Global reach is about flexibility, real choices, and tangible business value. These things are all necessary to get the right fit for the client’s needs, and most importantly, to deliver an exceptional customer experience.”
While we tend to look at customer service and call center options as one type of customer support, it actually encompasses many different types of provisions, none of which should be standardized for any industry or company as all needs are different, from the product to the customer.
Stream appears to understand that many options must be available to the customer in order to meet a specific need at a specific time, with the understanding that this need could change instantly. As long as Stream continues to offer flexible options to meet changing needs, the company will continue to thrive and be recognized for its efforts.
Source : www.offshoringtimes.com
No comments:
Post a Comment