Products
Managed Service Call Center
A managed service call center is essentially an outsourced solution for running your call center operation. A managed service provider (MSP) handles all or some of the day-to-day functions, allowing you to focus on your core business.
This can involve anything from infrastucture, staffing, call center's agents, and technology to daily operations and performance optimization.
Our Service Offered
The specific services offered will vary depending on the agreement, but these are several types of services that we offer in the managed service sector:
Full Managed Service
This is the most comprehensive option, we take care of everything, from staffing and technology to day-to-day operations.
Services Included:
Staffing (recruitment, training, and management), technology infrastructure (phone systems, software, integrations), daily operations (call routing, scheduling, quality monitoring), performance reporting, and even customer service strategy development.
Benefits:
Maximum convenience and expertise. Ideal for companies lacking internal call center resources or expertise.
Co-Sourced Managed Service
A shared responsibility approach. You retain some control over specific aspects of the call center, while we manages others.
Common Split:
You might manage agent recruitment and training, while we handle technology and daily operations. Alternatively, you might manage supervision and quality control, while we handle staffing and technology.
Benefits:
Allows for customization and cost savings compared to full managed service.
Technology Managed Service
We focus solely on managing the call center's technology infrastructure.
Services Included:
Phone systems, software, integrations, maintenance, and updates.
Benefits:
Cost-effective option for companies with existing call center staff and infrastructure. Provides access to our expertise in call center technology.
Benefits of Managed Service
The specific services offered will vary depending on the agreement, but these are several types of services that we offer in the managed service sector:
Cost Savings
By outsourcing some or all of your call center operations, you can potentially reduce your overall expenses. This can include lower staffing costs, reduced infrastructure needs, and access to the vendor's economies of scale for technology.
Improved Efficiency
Managed service providers specialize in running call centers and have the expertise to simplify operations. This can shorten call wait times, increase first call completion rates, and better customer service overall.
Increased Expertise
You gain access to a team of experienced professionals who understand the call center industry and best practices. This can be invaluable for businesses that lack in-house call center expertise.
Scalability
A managed service model allows you to easily scale your call center operations up or down as needed. This can be helpful for businesses with fluctuating call volumes.
Focus on Core Business
By outsourcing your call center, you free up your internal resources to focus on your core business activities. This allows you to dedicate more time and energy to your core competencies.