Using Speech Analytics to Ensure Agent Quality in an Outsourced Environment

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This FREE webinar was recorded on: March 11, 2010 1:00:00 PM EST

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Businesses have many valid reasons to leverage outsourcing as an extension of their contact center operations. The upside can be a positive impact to the bottom line, but the downside can be a risk of losing control of the total customer experience. 

One company, EarthLink, has been able to significantly reduce costs by outsourcing their entire call center operations.  In order to have a successful relationship with their outsourcers, they had to be certain that the customer experience would be as good as, if not better than, what was provided by in-house agents.  Speech analytics was the key to their success -- providing  100% visibility into their calls and allowing them to track performance across all their outsourced operations.  Elizabeth Orth, Director of Customer Impact, will share her experiences using speech analytics and describe how EarthLink has leveraged this technology to ensure both high customer satisfaction and strong performance from all its outsourced operations.

Additional topics discussed will include:

• Key points to consider when defining the business relationship between a company and its outsourcers as it relates to the customer experience brand
• New methods for relating the performance of outsourced call centers and agents directly to strategic corporate initiatives
• The business case for using speech analytics to manage the expectations and performance of outsourcers

Managed services using speech analytics can serve as the link to ensure your strategic goals and quality standards are being met by your outsourced call center operations. By unlocking the business intelligence from your customer interactions, these services allow you to manage outsourcer performance while maintaining customer satisfaction and reducing costs.

Presenter:

Lori Etheridge Sr. Partner Customer Contact Insights, Inc

Lori consults with companies to achieve competitive differentiation through their customer experience.  Lori’s background includes 12 years specializing in contact center outsourcing with Convergys and 17 years with NCR.

Elizabeth Orth Director of Customer Impact EarthLink

In her role at EarthLink, Elizabeth is responsible for managing quality, training and customer satisfaction across all contact center operations for the company. She has been instrumental in developing a program using speech analytics to foster a strong working relationship with their multiple outsource partners.

Larry Skowronek Vice President, Product Management Nexidia

Larry has nearly two decades of experience in product management, quality assurance, and consulting organizations within the contact center industry, including TCS Management Group/Aspect Communications, Informiam/Genesys,  and LiveOps.  He has focused his career on helping contact centers contribute directly to a company’s corporate objectives.