Harrison Gray believes that in the not too distant future, customers will deal preferentially with those companies that are deemed to be most accessible in terms of mission critical information seamlessly integrated throughout all customer touch points. The plummeting cost of communications, the widespread use of standardized interfaces such as World Wide Web browsers, and the quickening pace at which companies are automating data have cut interaction costs sharply.
Providers specializing in outsourcing contact center infrastructure have entered the market in increasing numbers, and customers have become more accustomed to them.
Harrison Gray believes that companies considering outsourcing their call center operations should benchmark vendors for performance of mission critical processes. Harrison Gray has developed comprehensive management tools for companies to use to benchmark call center outsourcing best practices, calculating the dollar value of the opportunity and learning how to structure deals to the benefit of both parties. Harrison Gray also delivers a best practice assessment study measuring their contact center audit against best performers and industry standards. We use these metrics to understand issues from a broader perspective, to look at the market, competition, customer value and organization itself and then use what we learn to ensure that the future direction can be successfully implemented. The result of this process is a plan and approach that can help ensure that the company’s strategy can be turned into actions and accountability.
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