Why Transera

Running a high-volume multi-source call center is no simple task. Managing multiple outsourcers and estimating what staffing resources you need from them today and tomorrow. Consolidating and trying to make sense of the disparate performance data from your vendors. Reacting in real-time to the business curve balls thrown in your direction, be they from sales and marketing or the tornado that just touched down at the location with your largest agent base. And of course you've got to continually keep an eye on the top and bottom line - pushing to close more sales and keeping operating costs down - while making sure your callers don't hang up because they've been waiting on hold for too long.

Transera takes the uncertainty out of tomorrow's staffing decisions, gives you the flexibility to react instantly to the latest fire drill, and provides you with centralized real-time information to give you a clear view of how your entire operation is performing. And we do all this while increasing your sales, reducing your costs and improving your customer satisfaction for all callers and agents around the globe. Specifically, our customers say we have helped them solve these problems:

When a highly valued customer calls it is difficult to route that call to the most qualified available agent or even know who the most qualified agent is
Abandon rates and hold times go through the roof when call spikes occur, resulting in lost revenue and unhappy customers
Different outsourcers produce different reports and measurements of key performance indicators, making it impossible to get a holistic view of the call center
Business demands require frequent (sometimes daily) modifications to call routing and agent resource requirements but it takes weeks or months to implement these changes
Managing outsourcer performance is extremely complex and costly, and replacing under-performing outsourcers requires significant effort and planning
Inaccurate projections of agent staffing requirements increases costs and results in a continual mismatch of resource availability and actual demand
Installed on-premise equipment is outdated, inflexible and expensive to maintain or replace
Recovering from a disaster in a single location takes months and impacts the entire operation

By addressing these (and other) issues, Transera provides many tangible business benefits. These include:

Increasing conversion rates and thereby top-line revenue by 15% through performance routing software that provides the most precise match-up of caller needs and qualified agents
Reducing agent costs by 7% with unique global queuing software that enables you to seamlessly synchronize capacity and business demand
Decreasing the call abandon rate by 50%, using global queuing to significantly reduce hold times during call spikes
Giving you the flexibility to react instantly to business demands and easily implement A/B testing to optimize outsourcer performance, call flows and overall customer satisfaction
Greatly simplifying the management of multiple outsourcers and offering centralized real-time operational reporting and monitoring to give you a birds-eye view of agent and network performance
Lowering total cost of ownership by 40% by eliminating the need for expensive equipment and telecom costs
Allowing you to recover rapidly from unplanned outages in any location courtesy of a robust architecture that ensures global scalability and redundancy