White Papers

Maximizing the Savings of Call Center Multi-Sourcing While Protecting Service Levels

Category: IT Management, Enterprise Applications

Tags: customer loyalty, cost savings, customer service

Overview Many companies are moving to multi-sourcing for call center agents, largely in pursuit of the cost savings that can come from flexibly tapping into a variety of labor pools. The trend is also growing because multi-sourcing enables call center resources to be rapidly scaled in either direction to align with business growth, call volumes and seasonality. Still, multi-sourcing is not without peril - particularly the risk of negative impact on customer service and, thereby, damage to customer loyalty and brand. Nor are all companies that have adopted multi-sourcing realizing the expected levels of savings.

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Publisher: Echopass
File Format: PDF
Date Published: Apr 11, 2008
Format: White Papers
Topics: Service Level Management, Call Center - Contact, Cost Control - Risk Mgmt.

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