Today's Best Known Brands Move to Homeshoring Customer Service Model.VIPdesk Leads the Charge in this Shifting Value Chain ALEXANDRIA Alexandria, city, Egypt Alexandria, Arabic Al Iskandariyah, city (1996 pop. 3,328,196), N Egypt, on the Mediterranean Sea. It is at the western extremity of the Nile River delta, situated on a narrow isthmus between the sea and Lake Mareotis (Maryut). , Va. -- IDC, the leading provider of market intelligence and advisory services advisory services advisory services provided to the public, in their capacity as owners and managers of animals, are an important part of veterinary science. They may be provided by government bureaux, by commercial companies who deal in pharmaceuticals or animals or animal for the information technology, telecommunications Communicating information, including data, text, pictures, voice and video over long distance. See communications. and consumer technology markets, has released a study on the expanded scope of the use of 'homeshoring,' a home-based customer service model. The study reveals a significant migration of the types of contact services companies are willing and ready to outsource. To date, outsourced home-based providers have focused on delivering support for basic customer care, infomercials, and direct response television. IDC's findings indicate that brand-conscious companies across numerous industries, including financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. , retail, travel, insurance, healthcare, and government, are turning to home-based agent service providers for high-touch customer care and expertise that can have a positive impact on their brand and customer experience. 'Homeshoring,' a model which is changing customer management outsourcing (1) Contracting with outside consultants, software houses or service bureaus to perform systems analysis, programming and datacenter operations. Contrast with insourcing. See netsourcing, ASP, SSP and facilities management. , is the use of home-based agents to field various types of customer care inquiries. With an estimated 4 million people working in call centers in the U.S., companies are turning to a home-based model to address challenges such as the need for better agent quality, high turnover and the addressing the seasonal nature of many industries. There are an estimated 139,000 home-based phone representatives in the U.S., and IDC predicts that number could exceed 300,000 by 2010. The new emphasis in customer care, IDC further predicts, will be on meeting specific metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. while still providing high customer satisfaction. In particular, IDC finds that VIPdesk, a provider of virtual contact center and loyalty solutions for national and international companies, breaks from the pack by offering a highly customized, innovative and cost-effective cost-effective, n the minimal expenditure of dollars, time, and other elements necessary to achieve the health care result deemed necessary and appropriate. model for customer service. "More and more companies are harnessing the advantages of homeshoring, and that trend is only going to continue," said Stephen Loynd, program manager for contact center services research at IDC. "VIPdesk is a company at the forefront of premium home-based customer care, a company whose services can increase the power of a brand." By deploying homeshore agents, VIPdesk helps clients like MasterCard, Citigroup, Land Rover See LANRover. and ATX See ATX motherboard. (hardware, standard) ATX - An open PC motherboard specification by Intel. ATX is a development of the Baby AT specification with the motherboard rotated 90 degrees in the chassis. Group lower costs by eliminating traditional call centers. VIPdesk also benefits its clients through: * Access to an almost unlimited labor pool. Because there are no geographic restrictions, VIPdesk has greater access to candidates and, as a result, can tap knowledgeable and communicative com·mu·ni·ca·tive adj. 1. Inclined to communicate readily; talkative. 2. Of or relating to communication. com·mu employees to handle complex service issues. * A superior workforce. The average age of VIPdesk representatives is 38 with more than 15 years experience. Approximately 95 percent of VIPdesk's Brand Ambassadors A brand ambassador is a celebrity used to help advertise a product or service. Importance A company achieves some clear-cut goals by using a brand ambassador. It works out in building brand loyalty, as the consumer may have interest on that particular celebrity. are college educated. When these superior Brand Ambassadors are provided the ability to save on commuting costs and are exposed to industry-leading screening and certification processes, VIPdesk's clients recognize real results from higher productivity. * Talent retention. IDC finds that VIPdesk has an 85 percent retention rate of representatives, as opposed to the 10-20 percent retention rate in traditional call centers. "Companies have much to gain by utilizing a home-based customer care model," said Mary Naylor, CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. and founder of VIPdesk. "We have proprietary agent screening processes and technology to deliver a higher caliber of service in the home-based agent market. At VIPdesk, we strive for superlative customer service. Our clients require a high-quality customer interaction, and we hire only the best 'Brand Ambassadors' to provide that." IDC concludes that homeshoring can be effective for any industry that requires significant direct consumer interaction, and that VIPdesk's 20 years of experience in delivering "top-notch" customer service puts them at the front of the line. For more information on IDC and to read the full white paper, visit www.idc.com. To learn more about VIPdesk and to request a copy of the white paper, please visit www.vipdesk.com. About VIPdesk VIPdesk is the innovative pioneer of home-based virtual contact center and loyalty solutions for global brand leaders committed to the retention and growth of their high-value customers. A proven premium service provider with 20 years of experience, VIPdesk specializes in delivering Concierge and Virtual Call Center Services for national brand leaders in several industries that include travel, auto, financial services and retail, by providing high-touch, high-tech branded service platforms that deliver real results and real return on investment. For more information, visit http://www.vipdesk.com. |
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