Transera Powers Multi-sourced Contact Centers
According to market analyst, Gartner, multi-sourcing is "the use of three or more service providers (which may include internal resources) to deliver key IT services and IT-enabled business services to a company under a continuous service arrangement". Multi-sourced call centers may include a combination of multiple in-house call centers, outsourced call centers, branch offices, remote agents and work-at-home agents. Companies use multi-sourcing to mitigate the risk of a single provider under-performing and to gain redundancy in the event of a disaster in a specific location. Multi-sourcing helps ensure the performance of a single vendor does not negatively affect revenue or drive up costs and provides an enterprise with more operational flexibility.
Since each outsourcer has its own equipment and agents, multi-sourcing introduces some complexities into the operation of contact centers. These include inefficient queuing and routing of calls, the inability to leverage specialized agent skills, and an inconsistent caller experience based on where calls are routed. In addition, since each outsourcer calculates and produces its own metrics, comparing and consolidating data from each location is a costly, time consuming and error-prone task, making an over-arching view of the contact center difficult to obtain. Furthermore, outsourcers frequently cause call centers to route calls based on contract obligations rather than agent competencies, leading to lower caller satisfaction.
As the first SaaS solution designed specifically for multi-sourced, multi-site contact centers, Transera provides a number of top- and bottom-line benefits that multi-sourcing by itself does not deliver. In addition, Transera provides solutions for the issues introduced by multi-sourcing described above. By centrally queuing calls and applying advanced call routing techniques, Transera reduces agent cost and hold times, presents a consistent interface to callers and ensures customers are connected to the most suitable agents. Transera also arms contact center managers with real-time reporting and monitoring tools that give them a birds-eye view of their entire operation. And with the flexibility to modify call handling rules on the fly, enterprises can quickly adapt to changing business demands and partner more closely with their outsourcers to constantly exceed corporate performance targets.
For more details about Transera's solution for multi-sourced contact centers, download this white paper.