Outsourcing Partner Performance Management Solution

Outsourcing contact center service providers have historically struggled with business pressures to balance between cost control, quality and customer satisfaction. These trade-offs can get out of control as the complexity and scale of your customer service outsourcing increases. Hence, it is absolutely important to manage the contact center service provider partners in a systematic way to ensure that they delight the end customers consistently.

Partner performance management becomes even more critical if the service delivery happens across multiple partners in multiple locations in different time-zones. Metrica's solution is custom designed for managing complex and large scale outsourcing relationships.

Key features of the solution are:

• Unified view of all the partners performance for continuous tracking, comparison, providing feedback and escalation of issues
• Unified view of all the metrics and KPIs for ensuring SLA adherence
• Extension of performance portal to the partner's teams
• Workflows for verification, penalty / incentive approval and accounting of partner invoices for services rendered for better relationship management

Business Benefits Partner Performance Solution are:

• Sharper Focus on boosting partner's performance
• Overall costs reduction due to improved efficiency of partner's workforce
• Improved customer experience due to near real-time control on key metrics
• More effective attention to partner relationship