The savings that can be obtained with an outsourced contact center
Until a few years ago there were call centers, large rooms where various operators answered the...
The outsourcing of processes is a practice widely used by companies and public administrations, allowing them to concentrate exclusively on their core business and those activities that create value.
One of the support processes most outsourced by companies is that of customer service which, in order to be truly effective, requires specific professionalism and precise operating procedures. Customer service outsourcing contracts provide for the maintenance and compliance by outsourcers of certain service levels (service level agreements or SLAs) through constant monitoring of the performance of their systems and resources. The internal structures assigned to this specific function are called the direction or control room.
What is a control room?
The control room is a centralized structure that periodically analyzes the performance indicators (KPIs) of each service and provides input to other company sectors to prepare any recovery activities. It also supports other corporate functions in the design, analysis and definition of all the management factors for the personnel employed in the services and in the cost verification, billing and planning processes.
The professional figures involved in the performance of these tasks are the process analysts who, reporting directly to the control room manager, are responsible for monitoring operational performance in real time and sharing this, internally and externally, through the aid of interactive reports and analytical dashboards.
Our specialized technicians guarantee efficient control of technological equipment, systems and applications.
With our dedicated resource, we can offer a secure service and constant monitoring, to allow immediate intervention if needed, according to the different alert levels.
If you wish to design specific solutions for your business, just contact us at We Are Fiber.