When it comes time for a business to decide on a call center outsourcing provider it can trust, one key element in determining a provider’s ability to deliver successful services is their use of technology.
Examining the providers use of technology closely during the decision making process can uncover if the provider is employing the kinds of technologies and applications that are critical to deliver optimal customer experiences every time.
A recent Forrester report by analyst Elizabeth Herrell (News - Alert) with Simon Yates and Lauren E. Nelson, “Twelve Criteria For Contact Center Outsourcers,” highlights this need and other major considerations when choosing a vendor.
Because call center outsourcing providers are extending their agents to represent the company, it is important to understand how the support these agents are receiving and their ability to deliver quality services.
According to the white paper, it is important to look for a number of applications that should be use to ensure top notch services. These applications range from those that support agent productivity, to improving workforce scheduling, computer telephony integration (CTI (News - Alert)) and other quality monitoring tools.
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Friday, September 25, 2009
Call Center Outsourcing: Focus on Provider Technologies
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