How We Help, BPOs
Executives at top business process outsourcers have a number of challenges to face that CSI can help them solve. Contact Solutions (CSI) has produced substantial savings for its BPO clients by focusing on contact automation to address four primary areas:
- Decreasing live agent transfers, which significantly reduces labor and contact center infrastructure costs.
- Decreasing live agent call duration to further reduce labor and infrastructure costs.
- Decreasing calls into the IVR to eliminate usage charges.
- Decreasing IVR call duration to further reduce usage costs.
Business process outsourcers show their end user customers that they are providing more value to them through their relationship with CSI. We're a usage based company so we have an incentive to work with the client to grow their business and continuously improve customer service. More automation means more minutes to CSI and fewer unnecessary calls to live agents. The more calls that are automated, the more cost savings to the BPO. This gives them the opportunity to redeploy live agents where better needed.
Our BPO partners have found that we have built a remarkable infrastructure that practically guarantees 100 percent availability and unlimited scalability. We strive to search for ways to continue growing the automation rates, even down to the tenth of one percent, which we know can save them tens of millions of dollars. We evaluate failures in the automation process and proactively recommend fixes. We help them achieve a more efficient IVR process to ensure that the caller experience and customer service continue to increase.
The CSI shared service model is much less resource intensive for our clients. Our delivery team and infrastructure is set up to manage/monitor the application and system from end-to-end - including all data host connections. To provide this complete level of service and monitoring with an in-house solution would be very resource intensive, cost-prohibitive and burdensome for an internal IT group. We also provide on-going analytics, reporting and business intelligence insight to continuously improve customer service.
CSI shared IVR services are a more efficient solution considering cost of equipment, implementing project plans, and contingency planning. BPOs and contact center outsourcing companies that utilize our services can now view automation as a strategic differentiator when competing for new business opportunities. By increasing automation with CSI shared IVR services, there is more insight as to where all the calls are going as well as the call types. This helps identify strategies to take on more live agent business that might not have been identified previously.
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