IDENTIFYING THE CHALLENGES Operators are continually looking at ways of reducing the cost of serving customers whilst at the same time delivering significant improvements in satisfaction levels. Peaks in customer contact activity (perhaps triggered by a marketing initiative or TV advert) can lead to dissatisfaction if calls aren’t answered. This makes it difficult for operators to scale the resources required to meet the demand.
EXPLORING THE SOLUTIONSBT's Outsourced Contact Centres (OCCs) proposition includes the outsourcing of front and back-office contact centre services and processes. These services can integrate multi-channel, multi-lingual, inbound and outbound customer contact solutions, managed switches and internal/back-office labour-intensive processes.
Further up the value chain, we offer Business Process Outsourcing (BPO). This is a changing model for improving productivity by taking back-office, rules-based processes into an outsourced processing centre environment.
The proposition is supported by additional services, including product fulfilment and marketing services (data mining, target marketing, etc.), and can be delivered in-country, pan-regionally and offshore.
Services can be provided on a ’pay-as-you-go’ basis, with little up-front investment for the client. Alternatively, it may be possible for existing client staff and facilities to be taken over (releasing capital and reducing headcount), with the ongoing service being outsourced to BT.
REAPING THE BENEFITS- Greater cost control and reduction through a ‘pay-as-you-go’ approach
- The ability to prepare and scale resources more effectively to meet peaks of customer activity
- Improved customer experience