Operational Expertise
Managing daily operations is the cornerstone of an outsourced contact center partnership. Aside from meeting metrics and performing to contractual goals, Stream's clients expect to see continuous improvement resulting in greater market share and customer loyalty.
To accomplish these goals, Stream relies on local operational experts at each site, our proprietary quality management system, and our ability to identify, understand, and leverage customer behavior. Local experts provide the hands-on leadership needed to manage workforce, maintain quality, and make the proper adjustments to stay on goal.
Quality management ensures consistent methods across sites, responsiveness to change, and the feedback loops necessary for continuous improvement. Lastly, data capture and analysis allow Stream to better understand customer needs and add value through consultation.
As an example, a long-term client expressed the need to reduce cost. To maintain customer satisfaction while reducing cost, Stream implemented a few key initiatives aimed at lowering call volume and reducing handle times. The new solution, which included an IVR FAQ and Web-based self-help, led to a 55 percent cost-per-call reduction and an overall cost reduction of 20 percent in the first year.
As a consultative partner, Stream is dedicated to adding value while consistently meeting stated requirements.
For this software client, Stream provided consistently high customer satisfaction across the Americas and EMEA.