Companies today are taking a new look at outsourcing. Proven cost savings are tempting more and more companies to refocus their internal talent on innovation and growth, using outsourcers for noncore business activities. Yet fear still remains – will my outsourcing partner injure my own credibility with my customers?

Many managers expect to lose intimacy with their customer base when they go to an outsourcer for help. However, Telvista’s clients experience more freedom to focus on their core business, better access to data, and better decision support than they experienced when going it alone.

No single technology, site or mix of services can work for every company. Telvista brings together the right services and tools to meet each client’s business goals. We call that “right-sourcing.”

Right-sourcing is a blended solution that matches the cost of each customer interaction to a variety of factors, producing the best value. The right mix of live agents in the US and Mexico, IVR, and Web-enabled selfservice is just the beginning. Six Sigma methodology, CRM integration and customer segmentation are among the tools we also provide to enhance the quality and costeffectiveness of your customer interactions. Telvista’s people become your people, and your challenges become ours to solve.

Telvista: Outsourcing Without Fear

The savvy use of the right CRM solution plays an integral part in outsourcing success and can make your company more responsive than ever to the voices of your customers. Success is also driven by the processes and passion of the company that handles your customer interactions.

Customers want a single point of contact; time is valuable to them and they hate to call more than once! Armed with the right CRM solution, the right outsourcing partner can deliver what your customers want while delivering the cost savings and operational efficiency that you want. Improved customer insight can also transform your core operations. Telvista delivers all of these, becoming a natural extension of our clients’ businesses.

The biggest driver of customer happiness is not speed of answer. It’s giving the right answer during the customer’s first call. Success requires good data and well-trained people who can act correctly on that data. Telvista leads the industry in innovations that produce measurable gains in customer relationships while reducing costs. We put CRM into action.

Telvista: Using CRM To Serve Customers

The goal of your CRM investment is to acquire data that makes a difference in daily interactions with customers. To serve the customer more effectively in less time. To keep doing more with less. Data in a CRM tool is only valuable if it can be analyzed and converted to the right action. At Telvista we use CRM to act in these ways:

• Positioning the agent on the phone to resolve issues on the customer’s first call;
• Providing feedback to the client’s marketing and sales about consumer opinions of their products and services;
• Identifying areas of concern with products or services that can drive change and improve customer satisfaction; and
• Driving performance improvements to the agents on the phone to eliminate call drivers and reduce the time needed to handle each call.

One of our clients implemented a CRM solution but found their call center agents were data-deprived. The company had a great deal of information about why their customers were calling, but could not solve customers’ problems because the data needed for many solutions was housed in systems to which the call center had no access. Before engaging Telvista, the company simply sent its customers from department to department for answers. Customer dissatisfaction raged at an all-time high.

To resolve the situation, Telvista built interfaces between the CRM solution and seven existing legacy systems. The resulting unified view allowed a call center agent to solve customer problems. If a caller had sent in a PC for repair and wanted status on that repair, our agent could tell the caller when the equipment was received, when the repair would be finished, what parts were required and when it would be returned to the caller. Customers began rating our client No. 1 in their product space.

Telvista: Using CRM To Cut Service Costs

Understanding a client’s business requires an outsourcer to delve deeply into reasons why your customers are calling. This information usually comes from the CRM tool, but often the internal departments who control the CRM tools do not collect data from the perspectives of other departments and may not have implemented their system to share that data effectively. Experienced implementers with insight into how the data will be used give your company a greater chance of success.

When supporting one client’s new product launch, Telvista discovered that customers were raising many issues the client had not anticipated. Telvista harvested data from the CRM, selected a team from the account and moved the team into a war room for one month. During that time Telvista identified 1,350 call drivers. From these call drivers, Telvista crafted solutions and confirmed them with a very surprised and delighted client. We then created training curriculum that addressed all of these solutions. The results? Improved first-call resolution, from as many as 17 calls per issue to a first-call resolution of over 80 percent. Time needed to handle the average call also dropped – in a year, the percentage of calls handled in under 11 minutes rose from 4 percent to 20 percent of total call volume. The percentage of calls handled in more than 19 minutes dropped from 21 percent to 10 percent. Customer satisfaction with the product rose, and costs dropped.

Telvista also helped a large retailer to implement a centralized helpdesk. The CRM tool allowed us to identify problems within the stores and how quickly they were being resolved. As an added benefit, we were able to identify specific pieces of equipment that were experiencing maintenance calls more frequently than the norm. As a result, maintenance schedules were re-prioritized to reduce outages for specific pieces of equipment. The changes reduced outages and also improved consumer satisfaction. With the greatly enhanced detail about their business, direct internal departments were able with our help to solve problems they hadn’t previously known existed. Telvista also reduced the client’s maintenance contract fees 25 percent by implementing an online solution – instead of calling in to create maintenance cases, the stores’ employees can create them online.

Telvista: Using CRM To Learn From Customers

Managing products or services can be overwhelming without sufficient data to discern what new buyers think and feel about them. Telvista continues to innovate in ways that distill and preserve customer insight for our clients.

Telvista began to work with a wireless provider experiencing explosive growth. During this time of great change, we focused every agent’s attention on two things: capturing key data from every call; and analyzing that information and providing it to the company’s decision makers. Issues such as account churn and consumer behavior received particular attention. Typical reporting with charts and graphs was only part of the communication path back to the client. In monthly round-table discussions, our agents share anecdotes directly from consumers with product managers, marketing managers and other management representatives from the client. We have been able to uncover ideas for service enhancements and improvements to billing concerns. This client tells us, “Outsourcing our call center services to Telvista’s expert staff is one way we are controlling operational costs, but without giving up control of our customer relationships or sacrificing quality of service.” That’s the Telvista way.