Accenture Customer Contact BPO: Overview

Accenture partners with companies to transform their customer contact operations into high-performance solutions. We help lower operating costs and capital expenditure, while enhancing customer loyalty by improving the customer experience.

Accenture Customer Contact BPO Services provides an integrated suite of scalable, "front-office," marketing, sales and customer outsourcing services to help leading companies transform their customer contact operations, improve the customer experience and enhance customer loyalty, retention and satisfaction while also lowering the cost to serve.

We deliver to our customers:

Reduced customer interaction costs across customer interaction channels. Accenture has a proven track record of delivering 25 to 40 percent reduction in the overall customer cost to serve through multi-year transformation and operations programs.

New revenue growth in marketing campaign execution. Through integration of marketing, insight and interaction capabilities, Accenture has achieved business outcomes of 100 percent to 200 percent improvement in return on marketing campaigns, and measurable improvements in customer retention, cross-selling and up-selling to drive dramatic revenue growth.

A cost model that delivers high performance. Accenture enables a more competitive business model where costs are predictably tied to the customer base creating a more scalable operating environment without cost bottlenecks. Leveraging our fixed-cost-per-customer deal shape we convert substantial Marketing, Sales, and Service costs to a scalable variable model.

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Accenture’s approach in the customer contact area aligns the cost of the services we manage to “real” business objectives such as decreased cost-per-customer or increased revenue-per-customer.

• We bring our experience in transforming marketing, sales and service organizations through our Customer Relationship Management (CRM) service line as well as our background in call center operations (both onshore and offshore) to optimize customer contact.

• Accenture has a world-leading CRM-transformation organization with the capability to deliver innovative solutions through leading technology, innovative labor solutions, process improvement, and valuable assets.

• Accenture operates a global virtual contact center operation managing more than 14,000 call center agents worldwide. Our capabilities are delivered through three sourcing channels:
  
  
  • Accenture home-based agents providing low-cost onshore services delivered by experienced and mature representatives using our state-of-the-art call center representative management platform.
    
    
  • Accenture call center-based agents delivering high-quality services from locations around the world.
    
    
  • Accenture vendor network, an integrated network of leading call center vendors that work with Accenture to support our customers around the world.

What you'll gain from working with our professionals:

• Acutely improved performance: Accenture’s customer contact center in Bangalore, India, was the world’s first to achieve “Gold Standard” certification from the Customer Operations Performance Center Inc.

• Lower operating costs: We consistently reduced operating costs more than 35 percent three years in a row for one telecommunications company.

• Improved service quality: We ramped up one client's service quality performance by 25 percent after migrating it to a globally sourced agent workforce.

• Greater effectiveness: We helped an Internet service provider double its subscriber base within 15 months while improving its customer satisfaction score more than 23 percent.

We will partner with you to achieve your goals. Here’s a sample of the types of services we offer:

• Transformational contact center outsourcing – is a service that helps clients increase revenue, improve quality and decrease operating costs. To deliver this solution we employ a combination of transformational consulting, global operations management and strategic sourcing as well as a variety of pre-developed application and process assets.

• Customer Contact BPO Services – we manage the functions that determine results, such as customer analytics, self-service tuning, forecasting and vendor management. A managed service can cover:
  
  
  • Contact center infrastructure management – A service that provides innovative voice and data networking services to improve contact center flexibility and performance.
    
    
  • Agent performance management – A service that combines performance analytics and transformation expertise to improve the performance of your agents, team leads and center managers.
    
    
  • Quality management – A service that combines quality analytics and transformation expertise to improve customer satisfaction both from a call quality and call performance perspective.
    
    
  • Contact center operations management – A service that combines agent performance management, quality management, as well as Accenture’s Global Command Center organization which deploys call center management services.