Call center outsourcing

IBM Business process services for contact centers

Our call center outsourcing offering provides core business processes for your contact centers, including:

• Marketing: customer segmentation and targeting, lead generation, product campaign and promotion management, customer inquiry handling and campaign effectiveness measurement
• Sales: inbound and outbound telesales, product inquiry and demo, up-selling and cross-selling, service upgrades
• Sales fulfillment and front-office customer support: order entry, processing, management and status; account setup; service or product changes and upgrades; billing and payment inquiries; complaint and escalation management; dispute resolution
• Back-office customer support: billing and collections; claims processing; credit card processing; account maintenance; credit verification; payment processing
• Product support: service requests and service scheduling; warranty service; problem detection and resolution; technical support

Your organization can leverage IBM's people, processes and technology to drive continuous improvement in your contact center operations while significantly reducing costs. Through a variety of value-added services and capabilities, IBM can help you:

• Improve marketing, sales and support - without compromising customer satisfaction - through effective recruiting, training, performance management and quality management
• Optimize staffing and service levels with sophisticated workforce management tools
• Identify and resolve problems, streamline processes and elevate overall contact center performance through detailed quantitative analysis of current operations
• Leverage IBM technology for shared infrastructure, contact routing, IVR and Web self-service and reporting, and analytics to decrease costs