Vendor Management
Strategic Sourcing For CX Operations
Saving Money & Improving The Customer Experience
Groupon had more than 17 contact center suppliers across 20 sites, creating a management and cost issue, along with a lack of consistency in performance, metrics, processes, and technology. Through its work with COPC Inc., the company consolidated its outsourced customer service supplier base and implemented a more structured approach for supplier management. Read the case study to learn how Groupon saved millions in costs, reduced risks, and provided a more consistent customer experience.
Lower your implicit costs Associated with Your Outsourced Customer Experience Service providers
Based on our extensive history in working with call centers and other customer contact centers, we know how operations should be managed. Using that expertise, we will guide you in evaluating, selecting and managing your CX providers. We will review your current pricing and performance levels relative to our global benchmarks to both improve performance and reduce the costs of your outsourced operations. Services include:
Contract Review
Conduct a contract review and performance analysis
Enterprise Sourcing
Develop an enterprise sourcing strategy for your CX operations
RFP Design
Design and manage the RFP process
Governance Model
Establish a governance model to be sued with all of your vendors
Training
Provide VMO-specific training to your team
Vendor Assessments
Drive vendor assessments, contract negotiation, and vendor selection