Call Center Transformation
- Improve employee productivity - help organizations construct a millennial friendly workplace that supports today’s technology savvy digital employees while combining gamification techniques that can improve productivity by 25%.
- Accelerate employee onboarding – can help organizations achieve 30-50% reduction in time to productivity where there is constant hiring and onboarding required due to higher attrition.
- Transform the service model - Many organizations continue to employ service models that were designed 10-20 years ago and have not been updated to reflect current global business models, customer segmentation opportunities, technology advances in mobile and data analytics or the demographic shift to millennial employees. Virtusa’s solutions can rapidly help customers align their service model and optimize their structure leading to savings that can range for 10-25%.
- Optimize the call center and operations-Technology continues to evolve at a rapid pace presenting opportunities to continuously seek improvements in typical core metrics including agent productivity, call handling time, right first time and self-service. Virtusa’s consulting and technology solutions can lead to direct results in short time frames versus traditional approaches. From advances in biometrics that can transform custom identification and authorization process that can overhaul login to password resets to the use of software robots to drive further automation of repetitive tasks, Virtusa’s has the technology skills , assets and consulting know how to quickly bring bottom line results.