Insourcing
Many industries are turning to insourced solutions for contact center services. Insourcing allows companies to leverage their existing infrastructure and tool investments without the personnel and management costs associated with managing daily contact center operations. For some companies, insourcing provides greater control than outsourced solutions while sustaining some of the key advantages.
Stream currently provides various customer support functions as an insourced provider. Under these arrangements, our support professionals and front-line managers work on-site in client facilities. Stream's wide-ranging experience gives us solid footing as an insourced service provider. Our contact center processes translate seamlessly from one location to the next regardless of support type or business type.
For one client, a leading ISP in Ireland, Stream successfully migrated the client operation in full compliance with the country's strict TUPE regulations regarding the outsourcing of existing jobs. Stream took over the company's contact center and the existing staff became Stream employees, thereby relieving the client of its infrastructure burden and giving Stream the advantage of an experienced staff.
For one of Ireland's leading ISPs, Stream average more than 94 percent to goal on overall satisfaction over the first eight months of service.