In order to meet the growing demand for their products and services around the world, more and more companies are turning to outsourcers to help scale their organizations to keep up with rising call volume.
Outsourcing is a highly competitive industry, and UTOPY solutions offer a compelling means for outsourcers to improve their own operations, as well as provide unparalleled insight to their clients.
With UTOPY solutions, outsourcers can answer questions like:
- How do we reduce operating costs and control average handle time?
- How can we help our client understand the reasons behind customer dissatisfaction so that action can be taken and customer satisfaction and retention improved?
- Can we use Speech Analytics to explain phenomenon that might otherwise be perceived as outsourcer "quality issues"?
- Provide the client access to the voice of the customer to perform root cause analysis and track the impact of operational changes
- Can we utilize call data to provide valuable feedback to the client about products and services, including competitive information?
- How can we offer suggestions to customers about sales, operations, and marketing?
- Can Speech Analytics improve our competitive position?
UTOPY is working with leading outsourcers to address key challenges in their businesses, including:
- Identifying agent best practices-which agents can speak to product/services strengths and which agents need more training and assistance
- Ensuring agents adhere to scripts for legal and client compliance
- Improving client retention by offering Customer Intelligence as a "value-add" that services outsourcers can provide to their clients
- Report on why customers are calling and what is leaving some dissatisfied
Companies will outsource their agents and their centers, but they cannot outsource their customers. They need to treat customers the same way as if they were calling their own contact centers. They need to provide a superior customer experience and better understand customer behavior.
"UTOPY Intelligent Script Adherence delivered over $1 Million dollars in savings to a leading outsourcer in just nine months by increasing the outsourcer's verifications per hour (VPH) an average of 40%."
