BPO Process Improvement

As a BPO (business process outsourcer) you must contend with the issues common to all contact centers--the constant pressure to improve productivity, increase sales, boost customer satisfaction, control costs, etc. But because you are providing call center services on behalf of another company, you face additional challenges.

OpenSpan understands that in some ways BPOs are subjected to closer scrutiny than corporate call centers. Because the market is so competitive, your productivity is measured relentlessly. Failure to achieve the expected SLAs (service level agreements) for a single reporting period can spell disaster. And BPOs are expected to be extremely agile. You must be able to quickly ramp up with new agents as a project expands, and to accommodate process changes when your client's business changes. In addition to all this, BPOs are expected to exceed performance standards while using and supporting systems that are outside your control. With little or no ability to modify or augment the business applications your agents are required to use, it can be more difficult for you to implement process improvements than for a traditional corporate contact center.

Process Improvement Ideas in BPOs

Leading BPOs use OpenSpan technology in the same ways corporate call centers do: to rapidly implement productivity solutions that generate remarkable improvements in agent productivity and customer satisfaction. But OpenSpan gives BPOs an even more strategic advantage. With OpenSpan, you can gain some control over your user environment that would not be available to you with another solution. OpenSpan can help you overcome the unique technology and deployment barriers you face by enabling:

• Rapid assimilation of virtually any application into call center agent workflows; as the client's technology requirements change, you can adapt quickly and effectively.
• Integration between virtually any application — including Cloud, mainframe, Windows desktop, or client/server — without modifying those apps or requiring access to source code.
• Flexible deployment of process improvements to agents, whether they are operating in a standard Windows desktop environment, or via a Citrix session with virtualized applications.
• Addition of contextual user guidance to streamline adoption of new procedures and ensure procedural compliance.
• Extension of existing applications with new business logic to support changing business requirements.

For more information about how OpenSpan helps BPOs remain agile and responsive to changing customer demands while delivering remarkable levels of productivity, or about the Reseller opportunities available as an OpenSpan BPO Partner, please email or complete our Partner Inquiry Form and one of our team members will contact you shortly.

Learn About:

• OpenSpan for Call Centers
• OpenSpan for Banking and Financial Services
• OpenSpan for Insurance Claims and Customer Service
• OpenSpan for Saleforce.com Users
• OpenSpan for Siebel CRM Users

On-Demand Webinars:

• Lean Six Sigma for Call Center Operations-An Overview
• 4 Reasons You Need User Process Management in the Call Center (and Why Your CEO Will Notice)
• Show Them The Money! Gaining Approval for Your Quality Project
• Monitor, Analyze, Automate: Three Steps to Increasing Agent Effectiveness