Outsourced
Contact Center Monitoring
 Do you get an uneasy feeling when you think about performance at your outsourced contact centers? Do you get conflicting reports from your clients, your vendors and the customers involved? You need an accurate way to audit and measure performance – and you need it now.
Effectively monitor and manage your outsourced contact centers with Guardian, a specialized Web-based benchmarking and auditing platform. Easy to scale and deploy, Guardian automates vendor performance and audit management. Guardian interfaces with the statistical databases of outsourced contact centers to compile comprehensive statistics, audits and performance measurements and then delivers business intelligence that insures integrity is maintained when scoring individual call center vendors. With Guardian, you get stealth monitoring capability without the added expense of a separate program.
Guardian performs three main functions. First, call center production information is collected independent of the vendor and analyzed. Any areas of concern are flagged. Second, Guardian uses Key Performance Indicators (KPI) to score, report on and rank call center vendors. This information is compiled and presented in near-real-time, with on-demand custom reports available as well. Third, Guardian measures the success of specific customer offers to determine the effectiveness of sales campaigns.
- Interfaces with statistical databases of outsourced contact centers.
- Consolidated reporting template and compliance tools.
- Raw data feeds are developed / programmed once and used for all programs.
- Stealth monitoring functionality without extra cost requirements.
- Raw station and trunk events used to compile comprehensive statistics, audits and
performance measurements.
- Automated vendor performance and audit management.
- Eliminates dependency on vendor reporting.
- Complaints can be researched without relying on the vendor for information.
- Eliminates the need to monitor performance on a one-to-one basis.
- Vendor can focus on call center performance because account compliance is automated.
- Telemarketing vendor performance comparisons and analysis determine which vendor
and what sites require a physical audit.
- Security features ensure telemarketing vendors can access only their own data.
- Allows automated reporting budget / plan versus actual.
- Report generation is no longer required.
- Cost of doing business decreases over time.
- Drastic reduction of ad-hoc reports / requests.
- Ensures compliance with state and federal requirements.
- Audit Do Not Call (DNC) purges via a table summarizing call date, telephone number
attempts, outcomes and telemarketing vendor.
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