Questions and Answers

For Enterprises

Q: How do I improve vendor management as I expand my call center operations?

A: With Transera, call center managers can track the performance of individual outsourcers, teams and agents. Typically, outsourcer relationships are governed by an agreement that identifies volume forecasts and minimum service levels, with penalties when service levels are not met. With Transera, enterprises have a consolidated view of call center operations. A unified management console provides real-time and historical reporting and global quality monitoring capabilities to accurately identify and track service problems. With a normalized view of global call center operations, enterprises can identify compliance anomalies and immediately respond to operational inefficiencies.

Q: How can I achieve service level optimization as I move to multi-sourcing?

A: With Transera, integrated dashboard, enterprises can respond in real-time to changing business dynamics and match calls with available capacity across all sites, regardless of call center technologies. Transparent visibility into call and queue volumes enables call center managers to implement alternate call distribution strategies and optimize productivity across all sites, teams and agents. Call flows can be dynamically adjusted to deliver callers to alternate locations or to a domestic call queuing platform as volume and capacity dictate, enabling businesses to optimize value with each outsourcer. Transera delivers real-time visibility, control and quality management over all calls, including managed transfers (with attached data) and conferences to any site and any agent.

Q: How can I leverage and extend my existing call center infrastructure?

A: Enterprises can cost-effectively extend their legacy call center investments across disparate environments. With Transera, enterprises can leverage advanced routing, CTI, CRM, WFM and Business Intelligence applications while migrating to a multi-sourcing solution. Remote sites and agents can be added, with no need for additional premises-based equipment. Agent state support is provided through Seratel's agent client user interface, enabling support for remote agents, cradle-to-grave reporting, agent-level routing and screen pop. Transera's unique ability to normalize data across technologies ensures a consistent experience and also provides a uniform way to measure service across global call center operations.

Q: How can I improve service level compliance?

A: With Seratel, outsourcers can track service levels and key performance indicators (KPI) to recognize compliance issues in real-time for each enterprise account. All calls are consistently monitored, managed and reported on, and a common set of KPIs are used for service level adherence. Outsourcers can extend this capability to enterprises, enabling both to maintain SLA compliance.