Servion has end-to-end expertise in technology, platforms and services coupled with an innate understanding of the domain
Business Process Outsourcing (BPO) is the fastest growing segment of IT outsourcing, as organizations see the opportunity it offers to outsource business processes with the following benefits: the ability to focus on core competencies; cost savings; improved business process quality; flexibility in terms of technology; and reduced time to market.
There are quite a few challenges in setting up an Outsourced Contact Center and ensuring a fast positive cash flow. They include problems of initial investment, acquiring the first customer, consistently surpassing customer expectations in quality and quickly moving up the value chain in a seemingly overcrowded market. In order to achieve this, extensive domain knowledge and the technology / architecture that support your performance objectives are vital.
- Differentiated customer service
- Brand value
- Declining service levels
- Customer expectations vs. organizational perception
- Revenue generation
- Changing technology
- Large call inflow or dropped calls
- Analyze and upgrade infrastructure
- Lack of system integration
- Agent performance
- Integration of business, technology, and customer care
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Here is a sprinkling of some of the major offerings Servion has to offer for the vertical
⇢ TECHNOLOGY GAP ANALYSIS
Our Technology GAP Analysis focuses on identifying problem areas and the remedies to successfully overcome them.
⇢ PROCESS GAP ANALYSIS
Process GAP Analysis focuses on change or process re-engineering in organizations.
⇢ WORKFORCE OPTIMIZATION
Workforce Optimization assesses existing customer interaction and arrives at recommendations to improve schedule accuracy to manage busy hours.
⇢ OUTBOUND OPERATIONS OPTIMIZATION
This service assesses the existing Contact Center setup thoroughly and sets a roadmap to improve Contact Center performance.
⇢ TECHNOLOGY SOLUTIONS
Servion utilizes the best-of-breed technologies, products, and systems integration skills to develop product offerings and services.