Accenture Customer Contact BPO Services

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

Many organizations struggle to achieve the right balance of cost savings and organic growth—and fail to achieve either. More complex products and service bundles put a strain on sales and service operations. Poorly executed or inappropriate self-service technologies have fragmented the customer experience. As a result, companies stand to weaken the bond they work so hard to forge with customers. And building and protecting the customer franchise grows ever more costly.

Accenture Customer Contact BPO Services provides an integrated approach to lowering costs and building customer satisfaction. Our Customer Contact Transformation service combines consulting solutions and managed services with outsourcing for contact centre labor, processes and infrastructure.

Our customer contact centres located in British Columbia, New Brunswick and Ontario focuses on the customer experience—delivering a true customer-centric experience. We combine these services to help Canadian companies and governments deliver a superior customer-driven experience and achieve high performance.

What you gain:

• Predictable decline in customer contact costs.
• Revenue stimulation.
• Improved service quality.
• Increased business agility.

We help companies achieve high performance in their customer contact operations by delivering lower costs and building customer satisfaction.

With Accenture you will find extensive experience in customer contact consulting and contact centre operations. You’ll also have access to far-reaching technology and service resources, including our global call centre vendor network.

Among our assets:

• Accenture is the leading provider of customer relationship management (CRM) consulting services, and we have translated our extensive experience and pioneering solutions into reusable solution components that help clients more quickly and with less risk.
• An extensive global network of Accenture and third-party resources for managing customer contact operations.
• More than 3,000 consulting and services professionals in our global CRM practice, working with more than 10,000 customer contact agents around the world.
• Customer contact centres located in British Columbia, New Brunswick and Ontario.

What you’ll gain from working with our CRM professionals:

• Acutely improved performance—The Customer Operations Performance Centre Inc. recently certified Accenture's customer contact centre in Bangalore as the world's first "Gold Standard" operation.
• 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 them 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 any and all of your CRM goals. Here’s a sample of the types of services we offer:

• Transformational Consulting—We use proven, leading-edge tools that lower risk while transforming multi-channel customer care quickly and cost effectively. Some of the solutions we offer:
  • Customer Insight
  • Self-Service Optimization
  • Workforce Effectiveness
  • Agent Desktop Effectiveness
  • Facilities Optimization
• Managed Services—We manage the functions that determine results over time, such as customer analytics, self-service tuning, forecasting and vendor management. Examples of managed services include:
  • Marketing Services
  • Operations Management
• Strategic Agent Sourcing—We manage large-scale customer contact operations through a global network of internal, vendor and Accenture contact centres. Examples:
  • Data & Customer Contact Infrastructure Hosting
  • Contact Centre Operations
  • Client and Vendor Contact Centre Operations