Business Process Outsourcing of call centers is highly competitive. Managing costs while continually improving service is key to winning and retaining outsource call center customers.

However CSRs are challenged by multiple applications and constantly changing and complex policies, procedures and product knowledge. This results in processes being completed inaccurately, inconsistently and inefficiently and why:

Outsourced contact centers struggle with:

• Long lead times for new agents to become effective
• Difficulty in dealing with large seasonal fluctuations in call volumes
• Inaccurate and inconsistent information provided to customers
• Missed service levels around quality, first call resolution and average handling time

Panviva’s Business Process Guidance (BPG) system, SupportPoint, is like a GPS for the desktop. It identifies the agent’s role and delivers the right information to each individual.

SupportPoint recognizes where your CSRs and customer operations personnel are in a process (which application screens they have open), then guides them step-by-step to the desired outcome for each call or process.