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Contact Centers

Quality contact is the key to customer growth and retention. Often the best way to upgrade technology and improve customer service is to find the right outsourcing provider with the tools and best practices in place already. We understand the call center marketplace – who's world class; what are the delivery options; and how to maximize your value.

Alsbridge advisors use a world-class knowledgebase and market-proven process management methods to help you create and execute your call center strategy by:

• Baselining and benchmarking your existing call center performance, technology, costs, and comparing them to the provider market.
  
• Determining the right mix of contact center activities, sorting out core (retained) and non-core (sourceable) tasks based on your specific risk and value profile.
  
• Building service level requirements, process documentation and Request for Proposal (RFP) packages that precisely reflect the detailed business objectives you seek from a call center program.
  
• Structuring sustainable relationships using our market-proven contracting methodology.
  
• Ensuring risks and responsibilities are properly aligned with your operational activities and processes, both now and as your organization changes over time.
  
• Selecting the right provider using our industry experience and extensive provider database.
  
• Negotiating with the provider to obtain guarantees of improved quality and service levels.
  
• Designing your retained organization and training your staff to become effective outsourcing managers.
  
• Transitioning the work efficiently to your provider.