电讯运营商外包呼叫中心解决方案计划.pdfVIP

电讯运营商外包呼叫中心解决方案 议 程 • 外包呼叫中心(Out-Sourcing)概述 • Cisco 外包呼叫中心方案:IPCC • 外包呼叫中心的实现模式 • 外包呼叫中心实施成功的考虑要素 • 成功案例 什么是外包式呼叫中心 • Service provider hosts the call center infrastructure: the ACD feature set, the IP Network IVR, and IP telephony services • Infrastructure is shared by multiple customers • Provides contact center functionality to a subscribing organization via an IP connection to the Service Provider’s infrastructure • A logical extension of a voice providers service portfolio • Benefit center, not cost center Multi Site Hosted IPCC Hosted IPCC Focus Focus Single Site 0 25 50 500 Number of Agents Why Outsource ?为什么要外包？ -从运营商角度 • High value service with immediate impact • Complements existing service portfolio • Attract new customers, reduce churn • Transition to more efficient converged IP- based service delivery model • Efficient use of SP’s infrastructure • Establishes foundation to offer other bundled service offerings Why Outsource ?为什么要外包？ -从客户角度 • 集中于核心业务 • 成本效益 灵活的扩充与缩减,不需一次大量投入 降低技术投资,不需自己维护 • 确保高质量的服务 • 对雇佣、培训及再培训高质量人员的挑战 • 运营商提供新的应用和及时技术升级 外包式呼叫中心市场 Service Provider Opportunity Annual 40% growth of world-