Services - Vendor Management
Diagnostic Vendor Management... (DVM)
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Contact Center Outsourcers can be challenging to evaluate, manage and control. Sometimes, their results are questionable. Now you can achieve dramatically higher results from your outsourcers through our comprehensive diagnostic vendor management service. For a cost-justifiable monthly or quarterly fee, we will provide the right combination of technology, techniques and talent to unlock potential and assure that your vendors perform as contracted.
This service includes...
Certification standards definition
We use our generic outsourcer certification standards to develop a set of customized outsourcer certification standards for your company. In addition to typical service level standards, your customized certification standards will include detailed process definitions, QA calibration criteria, budget/billing specifications, workforce staffing requirements, legal compliance standards and more.
Certification diagnostic
We complete an in-depth analysis of the gap between your custom certification standards and the performance of each of your outsourced vendors. Your Certification Diagnostic will include a Process Diagnostic mapping the vendor’s processes against your standards. It will include a Performance Diagnostic to analyze the vendor’s performance using our activity-based costing tool to compare their invoice to their deliverables at an activity or transaction level. It can also include a Customer Satisfaction Diagnostic to evaluate each vendor’s customer satisfaction scores using our unique technology that can score customer satisfaction at the agent level. Finally your Diagnostic can include a Compliance Diagnostic to evaluate how well each outsourcer meets the federal legal requirements to protect your from liability and fines. The deliverable will be a detailed Blueprint for Change which will be used to guide your outsourcers toward performance excellence.
Monthly performance management
We use a comprehensive set of project management, activity-based costing, process mapping and other unique tools to keep your outsourced projects fine-tuned. On a weekly basis, our team will conduct remote monitoring, coach performance and guide the implementation of each outsourcer’s Blueprint.
Performance improvement initiatives
We provide eLearning curriculum to certify the outsourcer’s agents, third party monitoring to assure quality, ongoing customer satisfaction measurement, management coaching and more to assure the success of your outsourced program.
Diagnostic Vendor Management (DVM)
service will allow you to...
- Reduce outsourcing costs by 10-30%
- Maximize the productivity and effectiveness
of your outsourced programs
- Increase customer satisfaction by 5-10%
- Assure consistency across all of your outsourced vendors
- Focus on managing results instead of managing staff
- Gain access to analytical vendor management tools
- Enhance the ROI from your outsourced programs
- Minimize your internal vendor management staff
- Access objective data for vendor selection/project placement
- Focus on your business’ core competency
- Support your Six Sigma implementation
These services are in partnership with Amtech Marketing, www.amtechmarketing.com
