Delivering Contact Center Results Through Multivendor Management
A Must for Operational Excellence
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Despite a decade of advances in “customer relationship management” (CRM), companies continue to face a number of pressing customer-related challenges. Customers demand more convenient and productive touch points across a growing spectrum of communications channels. To gain access to the right skilled resources in ideal locations, a growing number of organizations rely on multiple sources at the enterprise level to deliver a range of contact center solutions: global contact center service providers and in-house resources, in-house IT resources, hardware and software firms, and niche technology and service firms. This multivendor approach yields exceptional scalability, access to unique expertise, reduced risk and the ability to deliver quality services with a reduced capital investment.
However, the benefits of these multisourced agreements are not achieved without overcoming significant obstacles. Organizations have learned the difficult lesson that an outsourced delivery chain adds cost and complexity. If not effectively managed, contact centers suffer low efficiency, poor quality and disappointing end-user satisfaction. Web-based communication channels have not proved immune to these risks either. A structured and sophisticated management approach is the key to building and optimizing a multivendor model. Best-practice governance is based on a clear delineation of responsibilities, centralized coordination of common processes and an orchestration of performance management across delivery partners. Underlying this approach is a relentless commitment to high performance through standards-based frameworks. Adherence to proven standards and processes such as those articulated by Customer Operations Performance Center (COPC) enhances the opportunity for success.
EDS, an HP company, has developed a Multivendor Management (MVM) framework for successfully governing multiple service providers in a complex contact center environment. This management approach is based on COPC standards, which are designed to reduce costs, improve revenue, increase customer satisfaction and ultimately deliver a consistent customer experience.
This overview is intended for companies that face the challenges of delivering a consistent customer experience across multiple locations, multiple business or product groups, and multiple contact center service providers. Within the document, we examine operational challenges in the multivendor contact center environment, the need for strong governance, and the criticality of a well-planned and proven multivendor framework to deliver business value.