TCIM Services sells international contact center services, provides Business Process Outsourcing (BPO) for customer care and account management. They recentlyreleased a case study summarizing how TCIM uses OpenSpan (News – Alert) technology for one of its longterm clients, a Fortune 50 company, to “improve delivery of Service Level Agreements for Average Handle Time, Service Quality, and Service-to-Sales,” TCIM company officials say.
As a BPO, TCIM is in a competitive marketplace with monthly, daily and hourly performance pressure. TCIM’s Telecom, Utilities and Financial Services clients hold their outsource partners to high performance standards, and rank them on regular quality and performance scorecards in such areas as call volume, call handle time, sales, and quality of customer experience.
TCIM’s call centers handle tasks similar to those delivered at in-house contact centers, so they have all the standard call center operating challenges. “In addition, as an outsourcer, they also face the added challenge of embracing and adopting predetermined client applications which are not able to be modified,” the case study found.
Throughout the implementation, TCIM officials say, they “verified significantly higher performance ratings in service and sales. Benefits on their investment quickly became clear” in several categories:
Improved Average Handling Time (AHT) improved. English-language agents gained an improvement in average handle time of 35 seconds per call. Spanish-language agents were able to cut 66 seconds per call.
Improved quality/customer experience. English-language agents raised quality scores by 20 percent. Spanish-language agents raised quality scores by 50 percent.
Improved sales. Agents gained an average 8 percent initial sales lift with some complex products increasing over 90 percent.
Faster agent onboarding. New agents completed their transition to productive producers faster and “they are delivering higher performance than previously documented,” TCIM officials said.
Rapid implementation. Within 60 days of receiving OpenSpan classroom training, TCIM independently designed and deployed automations involving 17+ applications along with a complete application interface and framework without OpenSpan professional services.
TCIM officials say they sought a financially viable, long-term partner with a deep understanding of call center operations, concluding that OpenSpan and TCIM “were able to develop an understanding of TCIM’s core objectives, evaluate the process bottlenecks, and find a solution.”
Source:http://call-center-performance.tmcnet.com/topics/call-center-performance/articles/125145-tcim-case-study-illustrates-openspan-call-center-performance.htm
