Ensure that Your Outsourcing Partners Deliver Full Value

Outsourcing your call centers can yield savings in technology investments, improvements in call handling capabilities, reductions in operating expenses, and improvements in the customer call experience. But only if your outsourcing partners are meeting the highest standards of performance and living up to the terms of your outsourcing agreement.

Veramark's Call Center Outsourcing Management service can help ensure that your outsourcing partners deliver the value you expect. It provides a comprehensive, lifecycle-driven approach to implementing stringent management of this significant expense stream. The key components of this service are highlighted below:

Component	Description
Sourcing	Contracts/SOWs are reviewed for rate levels, major Ts/Cs impacting service quality, service management and invoice validation. Changes to SOWs are negotiated on behalf of customer enabling more effective management and lower net costs.
Validation	All invoiced charges are validated using detailed data sources such as agent call data, agent payroll records, contracts/SOWs, etc. Rates, charge calculations & SLA penalties and incentives are validated to ensure accurate billing.
Optimization	Our rich data warehouse is leveraged to develop analytics that support optimal business allocation among service providers providing the greatest benefits. We also compare outsourcing against the in-house cost to determine the best mix of call center resources.
Business Intelligence	We have developed a comprehensive set of call center metrics that are used to evaluate vendor performance. A rich set of reporting and visualizations are provided to quickly highlight vendor performance and value provided to the enterprise.
Processing	Our platform has been designed to enable managed flow through processing of outsourced call center invoices. From invoice (and supporting data) receipt to invoice payment approvals to generating AP feeds, our application platform ensures that controls are implemented and that actions happen within customer specified intervals to ensure a high integrity processing solution.

The benefits of Veramark's Call Center Outsourcing Management service include:

• Implementation of management controls for one of the largest and fastest growing expense items
• The ability to uncover billing errors and receive refunds from vendors
• Identification of areas where value has not been delivered for service fees paid, allowing you to take action to rectify the situation
• Rich analytics and unique insight into the vendor relationship, enabling you to create and maintain world class contracts that deliver significant value to the organization

To learn more about Veramark's professional TEM services, please call us at 585.381-6000 or email us at info@veramark.com.