VMO comprise of internal and external teams that manage a company's relationship with their outsourced customer service contact center and business process outsourcing providers.
Many organizations leverage the benefits of outsourcing business process operations and contact centers. The efficiency and performance of these vendors depend upon how your organization manages these vendors.
Workshop Objectives
A partnering relationship between organizations and their vendors adds a layer of complexity, cost, governance and risk that must be managed effectively. The Vendor Management Training and Certification Program will address these issues and provide solutions and guidelines that drive high performance.
Certification in Vendor Management ensures that regardless of being insourced or outsourced, corporations can ensure high levels of customer service and quality is achieved.
Who Should Attend?
Functional Level
- Account Management
- Vendor Management
- Program Management
- Workforce Management
- Customer Experience Knowledge Management
- Strategic Planning Operations & Processes
- Procurement & Contracts
- Finance & Budgeting
- Reporting & Training
- Quality Assurance
- Customer Service/Support
Services Types
- Customer Care
- Collections
- Fulfillment
- Credit Card Processing
- Tech Support
- E-Commerce
- Returns Processing
- Help Desk
- Sales/Marketing
- Back Office Support
Workshop Benefits
- Learn to improve by 10 - 15 % in CSAT and retention scores.
- Initial Operational performance and efficiency gains of 15 - 30%.
- Learn consistent, repeatable and scalable methods using more than 400 best practices, metrics and benchmarks to manage vendors.
- Be part of a prestigious COPC ® VMO Registered Coordinator status and access to a dynamic knowledge base and peer networking forum.
- Improve Revenue, Service, Quality and Cost.
- Reduce time and risk for acquiring, managing and transitioning your outsourced services.
Workshop Contents
- Global best practices and benchmarks from more than 1,000 operational assessments and sourcing engagements.
- Common pitfalls encountered in vendor selection and management and how to avoid them.
- Solutions to achieve increased quality and low cost from your third party customer service providers.
- How to distribute load between multiple vendors.
- Plugging transactional monitoring with Customer demand.
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