How TotalView Outsource Manager Helps Contact Centers Manage Outsourcing

In recent years, it has been common for call centres to move their operations overseas as a result of cheaper services and other business needs. However, some companies have found that although they are saving money, the service quality has seriously decreased and many customers are not happy. It can be very difficult to ensure the same quality at a lower cost.

TotalView understand that outsourcing should actually be an extension to your business, not an independent body. It is vital that you keep the same level of coordination you had before the department was outsourced as well as excellent communication so you are aware of what is going on without you.

The TotalView Outsource Manager programme from IEX Corporation gives large companies a way to manage outsourcing without having to waste too many hours worrying. It helps to simplify the information exchange process which can often be difficult when dealing with an outsourced part of the company.

Outsource Manager is actually more like an extension of the TotalView Workforce Management system. It has many of the same features but has been specifically designed for any outsourced call centers. It can be customized to suit your needs and features such as the daily management one allow you to coordinate the running of your entire business while still overseeing the entire process.

Sharing information can often cause many problems when part of your division is outsourced. This programme will notably reduce how much manual effort you have to put in to collect and distribute information and will also speed the whole procedure up. This means that decisions can be made a lot quicker and staff can be notified of changes almost immediately.

IEX SmartSync technology computerises all information exchange betwee
TotalView and external programmes. It is possible to share data on staff, schedules and performance levels to make sure that everyone is working from the same facts.

It can be very expensive to monitor the performance of your outsourced team but by installing Outsource Manager, you will see a huge reduction to the cost as well as saving you a lot of time and effort. You get to view your in-house and outsourced teams at the click of a button and can compare results and previous years. This lets you make the necessary changes as well as see what improvements you have. You can be sure that you will never be overstaffed and can actually cut staffing costs because you can actually get rid of unneeded resources and paper trails.

You will have a much better understanding of your business’s requirements which helps when it comes to evaluating your outsourcing supplier; but this understanding does not come at the cost of anything else. There is no need to sacrifice anything when you use Outsource Manager. It will do all the hard work for you.

TotalView Outsource Manager is designed to specifically aid call centres when choosing outsourcing suppliers as well as ensuring that you keep control over your business. You will save money, time and effort allowing you to focus on more important tasks.