Software Development Program

By Premier |

Contact Center

Overview

This Software Development Company was seeking to augment its existing internal call center staff in a cost effective manner in order to handle an expected increase in volume. They wisely and rightly discerned that they could achieve substantial savings in costs by utilizing off shore resources and taking advantage of available labor arbitrage. The client's primary concern was that it was imperative that any process outsourced off shore, would provide the same end result as currently produced internally with no major or significant system changes.

Upon the client's selection, the project commenced by off shoring 4 or 5 FTEs, three of whom started working normal PST hours and another at normal GMT hours. Additional FTEs were added as quality and productivity metrics were efficiently met. Technology enabled this success and labor arbitrage provided compelling cost savings.

The client required the following call center based solutions:

• General Inquiries
• Order Tracking
• Dispute Handling
• Technical Support

Challenges

The client typically hired call center agents and trained them internally, expending significant time and costs for a minimum of one full week in training, piloting, monitoring and quizzing.

Moreover, the client's internal agents would also cost the clients a per hour salary as well as other benefits such as medical insurance, paid days off, unemployment and worker's compensation insurance, etc. together with additional motivational incentives.

Furthermore, the offset time zone hours worked became a real logistical problem. Finally, the attrition rate at the client's end precluded any substantial gains.

Solution

Premier assumed the responsibility of hiring dedicated resources for dedicated revenue for the client after executing an SLA. The service was provided at 50% of the client's in-house cost.

Premier created a dedicated team which developed a program of operational account management which included bearing the training costs for the campaign and simply billed the clients for the time actually spent by the agents on the phone.

The Benefits

The Premier solution delivered impressive results and provided a unique competitive edge to the clients.

Tangible

The single greatest tangible benefit was that the client was able to reduce its Customer Service costs by 50%.

The attrition rate with Premier handling the project with the same productive proficiency was 90% less than that of the client handling the same program internally. Moreover, the client realized substantial and sizeable handling and wrap up times.

Direct Productivity Enhancement:

a) Increased Employee Productivity
b) Reduced and Optimized Turnaround Time

Cost Containment:Premier enabled the Client to efficiently service the increasing calls and taking/handling requirements without actually deploying any additional resources of manpower and workstations.

Intangible

Maximized Customer Relationships:The solution greatly enhanced the Clients' ability to focus more on their core competencies of customer service and internal processes for the customer.

Improved Quality:Premier's team was composed of a workforce made up of college graduates. The elevated educational quality of Premier's agents led to higher quality, higher productivity which, in turn, developed higher customer satisfaction.

www.premierbpo.com

Premier BPO Inc.
102 Country Lane, Suite B
Clarksville, TN 37043

Mark Briggs,
Chairman & CEO
(931) 551-8888 ext 2304 (office)
(931) 206-1621 (mobile)
mbriggs@premierbpo.com

Shiraz Chaudhry
Director Business Development
(310) 337-5200 ext # 4283 (office)
cshiraz@premierbpo.com