Contact Centers - Brand Outsourcing & The Future


Published on

This presentation talks about brand outsourcing in contact centers going through a better understanding of contact centers ecosystem and environment first. Brand outsourcing concept is explained here from the outsourcing process three sides, Outsourcer, CC and Outsourcer's Customer. Then, we explore the future of contact centers by adopting the hosted model and virtual center concept.

Published in: Business
  • Be the first to comment

  • Be the first to like this

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

Contact Centers - Brand Outsourcing & The Future

  1. 1. Contact Centers<br />Brand Outsourcing & The Future<br />V1.0<br />© 2011, AymanBasheer<br />
  2. 2. The Ecosystem:<br />
  3. 3. Contact Center Ecosystem & Environment<br /><ul><li>These are the main 8-components of which each contact center business consist of and interact with. Any change happens on any, would provoke changes on the others. </li></li></ul><li>Brand Outsourcing:<br />
  4. 4. What’s Brand Outsourcing?<br /><ul><li>It’s the natural effect from outsourcing one or more of company’s business processes where the outcomes of any process still holds and reflects the original company brand image.
  5. 5. The outsourced process’ outcome could affect the company’s (outsourcer) image either positively or negatively (especially, if the process has to deal with clients interaction directly, like customers service processes) depends on how much the outsourcing agent is stick with the outsourcer’ brand qualities and distinctive features. </li></li></ul><li>Brand Emission / Reflection Concept<br />Brand emission:<br />The process of conveying company’s image to other side targeting specified recipients (customer segments and business partners).<br />Brand reflection:<br />The perceived company’s image on the recipient side.<br />
  6. 6. Customer Perspective<br />Customer segments<br />Company<br />Contact center<br />Real communication &<br />interaction scope<br />Brand reflection scope<br />Start<br /><ul><li>Real communication & interaction scope resembles all the direct open channels between the sides of the communication process. In this case customers only communicate with the CC, but they’re unaware of it from their perspective. The perceived brand image based on the communication process (+/-) is reflected directly on the company (outsourcer) and indirectly on the CC (outsourcing agent).</li></li></ul><li>Company Perspective<br />Customer segments<br />Company<br />Contact center<br />Real communication & interaction scope<br />Brand emission scope<br />Start<br /><ul><li>Real communication & interaction scope of a company (outsourcer) is exclusively between the CC and the company itself. That’s the idea of outsourcing, if the outsourced business process involves customer service tasks, then the company will not interact directly with its customers. The communication channels with customers will be only partially or completely outsourced to a CC.</li></li></ul><li>Contact Center Perspective<br />Customer segments<br />Company<br />Contact center<br />Real communication & interaction scope<br />Start<br />Brand emission scope<br />Start<br /><ul><li>CC communicates with both, customers and outsourcer, emitting the outsourcer’s and it’s own brand image.</li></li></ul><li>The Future Of Contact Centers:<br />
  7. 7. The Hosted Contact Center: The Game Changer<br />What’s hosted (virtual) contact center?<br />Hosted Contact Center is a network-based service in which a service provider owns and operates a contact center technology platform and leases its services and features to end-users for a monthly or usage-based fee. <br />
  8. 8. Why hosted (virtual) contact center?<br />What’s hosted contact center?<br />Pay-by-the-drink financial model (transfer CapEx to OpEx).<br />Lower Total Cost of Ownership (TCO).<br />Dynamic scaling (up/down) based on business growth to meet business requirements efficiently with no CapEx expenditures.<br />Flexible & decentralized work environment where physical boundaries are eliminated, but with the same level of control & visibility. <br />Keeping with the pace of new technologies at a relatively low costs level.<br />Risk mitigation offered by off-site operations infrastructure. <br />
  9. 9. Thank you!<br />AymanBasheer<br />