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Outsourcers
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When organizations
are faced with insufficient capacity or spiralling
costs, they frequently turn to outsourcers
for assistance. As specialists in the field
customer service, outsourcers rely on process
expertise and the economies of scale to deliver
multichannel customer service that meets strict
service levels as well as generates profit.
All of this means outsourcers make heavy demands
on the customer service software they use.
 Case
studies
Industry challenges
and eGain solutions
Multichannel customer service
| Many
organisations are turning to Outsourcers
to deliver and manage emerging Customer
Contact channels such as email or web
collaboration because of the advantages
gained from Outsourcer's expertise in
these areas and the economies of scale
offered by managing high volumes of
transactions. |
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eGain
has helped leading Outsourcers to provide
cost effective solutions with challenging
service levels for high volume email
management solutions. |
Coping with unpredictable contact volumes
| Outsourcers
face the challenge of unpredictable
enquiry volumes and the need for flexible
commercial models that address the issues
in achieving ROI from fixed term contracts. |
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eGain
has helped leading Outsourcers enhance
the flexibility and competitiveness
of their offering through eGain's Managed
Service and flexible pricing approaches. |
Information, process, and expertise
| Outsourcers
may be faced with providing effective
customer service solutions that range
from simple information requests to
solving complex problems. Outsourcers
frequently build their relationships
with their clients by demonstrating
excellence in handling simple customer
interactions before moving on to more
complex and valuable interactions.
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eGain
has helped leading Outsourcers capture
best practice diagnostic and fault resolution
procedures into highly effective CSA
knowledge bases. |
Complex reporting requirements
| Outsourcers
need to provide detailed management
reporting on operational tasks and SLA
whilst ensuring that client knowledge
and data are completely segmented. |
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eGain
has helped leading Outsourcers to monitor
and manage multi-client, multi-channel
support operations. |
On-shore or off-shore?
| Organisations
who are looking to Outsourcers to support
rapid growth of Customer Service operations
or enable re-structuring, consolidation
or off-shoring have used CSA Knowledge
bases as a means to retain control of
process and customer satisfaction whilst
enabling outsourced resources to provide
manpower. |
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eGain
has worked with large organisations
to develop CSA knowledge bases for use
by client and outsourced / off-shore
resources. |
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