Contact Center Outsourcing Services
EDS Differentiators
- Full end-to-end service that supports full business value chain for sales and service functions
- Ability to integrate regionally and divisionally for a global view with dashboard technology that allows for a single view of enterprise-wide performance
- Greater leverage of best practices and tools across the organization and provides a consistent customer experience
- Ability to turn service requests into sales
- Enables increased revenues by improving ability to target, reach and serve customers with advanced analytics
- Proven expertise in driving improved up-sell and cross-sell so each customer’s revenue potential is maximized
- High-End service excellence for enterprise clients
- Experience at serving as 'lead integrator' – linking together all order-to-cash operations no matter who provides them (legacy/in-house services, other outsourced vendors, EDS services) resulting in one contract and strategic relationship
- Consistent commitment to SLAs and in meeting/exceeding client expectations
Contact Center Outsourcing Services allows EDS, as a high-quality provider, to provide superior customer service and sales for complex, high-value customer transactions. We focus on complex business transactions that align to and integrate with critical customer facing sales and service business processes.
Available Contact Center Outsourcing Features
EDS provides sophisticated customer support, technical support and sales support outsourcing services. Additionally, we offer “high value” capabilities to drive increased customer satisfaction:
- Content knowledge base to support complex interactions
- Customer segmentation processes
- Standardized Cross-Sell / Up-Sell processes
- Customer-centric and product analytics and decision-making
Our value comes from EDS managing the complete customer interaction lifecycle: from initial sales, after-sale support, and finally, end-of-life disposition. The integration of core business processes provides a seamless view of the customer, product and process. Clients can now apply leverageable analytics for process improvement. An example of how EDS helps extract the value of integration (bringing people, process and technology together) is our ability to provide targeted and personalized cross-sell opportunities to customers during to a service request.
Quantifiable Success
EDS Contact Center Outsourcing Services can help you transform your business by solving key business issues in your front office operations. We have helped our clients in a variety of ways:
- Increase customer satisfaction by improving first-call resolution by up to 20 percent
- Reduce customer churn by 10-25 percent through personalizing customer interactions with targeted messages
- Collaborated with our clients to develop programs that increased sales conversion rates by 15-30 percent and have improved the lifetime value of customers by nearly 5 percent
- Lower overall operational costs by up to 40 percent, lower the cost per contact by 10-30 percent, and redeploy up to 10-20 percent of agent staff based on increased operational efficiencies and agent utilization
- Incorporated data security and risk management into our CCO offering to help clients reduce data quality incidents (errors, duplicates, fraud) by 5-10 percent and improve end user data security through documented procedures to prevent unauthorized access to data systems and files
Commitment to Quality
EDS is committed to quality as an integral part of a total business strategy, with the goal of achieving market leadership and client satisfaction by continually improving our capability to identify, develop and provide services that are valued by our clients. Key components to our overall CCO Quality Management System are several external quality standard and continuous improvement methodologies implemented to support CCO, including:
- Customer Operations Performance Center (COPC)
- Lean Six Sigma, ISO 9001:2000
- Active Operations Management (AOM)
- eSourcing Capability Model for Service Providers (eSCM-SP)
- Payment Card Industry Data Security Standard (PCI DSS)
When you choose EDS, you benefit from our robust and global contact center operational capabilities, 45 years of experience in employee transitions, and our global secure and reliable infrastructure. We have expertise and presence in 26 countries and 48 languages – our Best Shore solution delivers flexible onshore, nearshore and offshore services. Moreover, we have the ability to leverage our technology expertise into our contact center outsourcing solutions and investments. If you're looking for a reliable, customized, and leveraged approach to Contact Center Outsourcing, EDS is committed to helping you implement the solution that's right for you.