Vendor Compare
If your call center operations span multiple sites run by different vendors, you know the challenges of aligning their day-to-day performance with your business objectives. Some sites may be performing better than others and it can be difficult to pinpoint why. After all, they’re likely using a variety of disparate tools, systems and processes – and they may be reporting their performance using different metrics and methods. Collecting and collating the data is a time-consuming and error-prone process, with results that don’t often yield an “apples to apples” comparison.
How, then, do you achieve common goals and measure the performance of each vendor center in a consistent way? How can you gain a clear view of your call center operations in aggregate, so that you understand what’s working and what needs attention? To optimize the total performance of your call center operations, you need centralized reporting and analysis. CXO provides it, with VendorCompare. It’s a state-of-the-art reporting tool that’s automatically built into the solutions we provide clients operating geographically dispersed call centers.
Standard reporting and analysis across multiple vendors
- More than 50% reduction in the amount of time spent on data collection and report generation
- Reports are delivered sooner, allowing time to resolve volume and performance challenges long before they become problems
- Improved contact center service provider partnership
- Assured outsourced service quality and SLA compliance
- Ability to validate invoices and control service costs
- Meet all regulatory reporting requirements
- Standardized and automated management processes
- Services value is driven to meet business objectives
- Provided a system of record and key management tools essential to achieving maximum business value