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Outsourcing used to involve a great deal of trust. You briefed the agents, you set up the database, and then you hoped it all went according to plan. Today it is very different....
With the technology that is now available, your outsourcing partner can have access to all the same systems you are using and you can update FAQs, scripts and the knowledge management tools your outsourced agents use, instantaneously.
This is demonstrated well by mplcontact's work with FirstGroup, Britain’s largest bus operator, and Almex, its ticketing system provider in Devon and Cornwall. Almex installed around 350 machines on the region’s buses, as well as the associated software and IT infrastructure. Almex brought in mplcontact to design and operate a fault reporting process which would incorporate user reports, FirstGroup management reports, Almex engineers and, critically, the service level agreements on which the whole system depends.
We created a central communications hub for the reporting and escalation of faults. Bringing together data tables, workflow and scripting tools, the call handling application was created to manage the relationships between the installations, engineers and service level agreements. It was a remarkably complex piece of outsourced work but one that Almex was in control of from beginning to end.
