Osprey - Press Release

Overview

Osprey’s contact center optimization services enable companies across a range of verticals to leverage customer service as a competitive advantage. The benefits of contact center optimization services include:

Optimized customer-care assets that reduce the cost-of-care.
Deflection of lower-value transactions to lower-cost media/channels (IVR, Web, e-mail, and chat).
Consolidated, standardized processes and infrastructure.

Optimization goals

Improve the efficiency and effectiveness of your contact center operations
Design and implement contact centers that consistently deliver a superior customer experience
Minimize your cost-to-serve across all channels including phone, Web, IDTV/kiosk, mobile access, etc.

Our contact center services include a full range of diagnostic and optimization solutions, including:

Contact operations strategy
Helps formulate contact center strategies that support their overall business vision and leverage the company’s service as a competitive differentiator.

Contact center diagnostic
Comprehensive, on-site assessment helps clients bridge the gap between where their contact center and delivery channel operations and capabilities are today, and where they need to be in the future.

Service level assessment
Gauges service levels, customer-responsiveness, and problem resolution rates against industry and market-specific benchmarks.

Self-service assessment
Helps our clients determine the most effective use of web-enabled technologies to support their contact center business needs.

Telephony integration assessment
Leverages technology infrastructure to automate contact center activities. Solution components include IVR, CTI, voice portals, and voice recognition.

Contact quality assessment
Analyzes customer care from the customer’s perspective using advanced web-based survey and analytical tools.

» Let's talk about how Osprey can help you leverage your contact services as a sustainable, competitive advantage.

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