Services OverviewOur contact specialists handle more than 29 million customer interactions per year. We can fill your customer service needs for: |
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WHY CONSIDER US? Higher agent retention: Our contact centers turn over as little as 2% - 10% compared to industry average of 30% - 50%; our low turnover results in more stable staff, which allows us to provide you with a workforce that has higher quality interactions with your customers. Your Gain - depending upon training requirements and ramp-up times this can range from $3,000 to $10,000 per agent turnover. Better performing agents at a competitive rate: NISH benchmarking study shows higher agent utilization (productivity) with higher quality ratings than commercial contact centers. This translates into higher quality for your customer contacts at a competitive market rate. Your Gain - NISH agents perform at a 17% better utilization rate which translates into significant savings for you in terms of higher customer satisfaction rates and retention. Access to state-of-the art technology: Commercial outsourcers are strapped with outdated technology as call centers convert to VoIP technology and multi-channel making them less flexible to meet constituent interaction requirements. This lack of flexibility can result in higher costs as well. Our contact centers use state of the art e-mail, web chat, collaboration, intelligent routing, and up front voice response applications. Your Gain - the cost of multi-channel technology ranges from $3,000 to $5,000 per agent. Best practices for contact center processes: Some commercial contact center outsourcing companies may have professional management but do not use "best practices" models for quality improvement, staffing, and other call center processes. NISH provides a best practices framework for agent pre-screening, assessment and hiring, training, quality management, workforce management, knowledge management and all contact center processes. Our processes were built by ICMI consultants who also helped to develop the Customer Operations Performance Center (COPC) standard. Your Gain - the cost of consulting to put these processes in place is typically around $100,000 per contact center or more. Geographic coverage and staffing levels: Many commercial contact center outsourcing companies struggle with nationwide geographic coverage using large centers or even off-shore resources to meet staffing levels. Your Gain - Our nationwide geographic coverage means that we can respond faster and easier to large requirements saving hundreds of thousands of dollars in lost time and vendor selection process RFP timeframes. Furthermore, our business partners offer our federal customers the procurement convenience of the AbilityOne Program contract vehicle. No vendor RFP to create - this sometimes translates into thousands of dollars of consulting assistance savings. Standard Scope of Work Templates - AbilityOne has standard multi-channel scope of work templates to guide you through the contact center or help desk outsourcing requirements developed by industry leading experts in contact center and contact center technology. Shorten Timeframe to Operation - AbilityOne takes just 120 days to go through the entire process as to compared to 180 days or more for a formal competitive procurement process to outsource a contact center. This can dramatically simplify and shorten the timeframe from requirement to full operation. No Further Contracting and Procurement Cycles - After official 'set aside' AbilityOne has no additional procurement processes - you may add agents and sites as the requirement grows. You do not have to re-compete the requirement in five years, which offers you enormous financial benefits of not having to go through a contractor transition process. |
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