IRCE 2012 – Global Response
One of the great parts of a trade show is being able to quickly do the ‘who are you and why should I share my secrets’ dance. On the phone, it seems to take forever. In email it feels like you never have full partnership.
At IRCE 2012 (Internet Retailer Conference and Exhibition) at Chicago’s McCormick Place this week, I was able to get past the dancing and have much more open conversations with vendors. Sure, we still have secrets. Sure we did not show all our cards. Sure there is still room for negotiations when we get to that point. But, we can start from an understanding of who we are, what we are looking for and how to work in partnership with each other.
Or not. I find a trade show is a great way to see if the message of the booth and the message of the literature and the message of those working the booth match – at least someone gets it. But more likely they are 20 times more likely to be who they say they are.
Global Response passed the test. They are a call center (and contact center) handling inbound and outbound. What I enjoyed in our conversation, was a willingness to share their stories, how they excelled, and where they were not a match. It is always a challenge to ask someone ‘what do you do well’ and the reply is ‘everything’. 1st they probably don’t even understand what excelling in an area is, and 2nd they probably don’t know how broad the industry is. Global did not take this route. They have a three of U.S. based call centers. Points for setting up their 2nd and 3rd one’s in an economically depressed area. But that has turned into a win-win – greater loyalty, happy staff with lower turnover (one of the greatest challenges of any call center) then normal.
Their clientele are a mix of non-profits and larger corporate clients. Their rates are not the lowest for domestic, but seem reasonable. They seem to have a good understanding of one of the keys to a call center relationship being successful – training of the trainer, and ongoing communications. Certainly working in the different modalities of a call/contact center is a challenge.
Different vendors will split on the philosophy of whether to have all modalities in one team or separate teams (phone, email, chat, social media). The challenge is do you train 3 or 4 teams on a product/service line with members that specialize in best practices of each modality? Or is the best way to have one team of superstars (hopefully) that need to learn all four modalities, and juggle appropriately? This becomes a nuanced discussion with a larger project/volume. But becomes very key for smaller contact center volume, where having multiple teams for low volume can really throw the numbers off. Global has chosen to go with modality teams (one for phone, one for email/chat) for each project.
Of course how you handle shared resources as an adjunct to this can help with the compromises in either choice (single team per client or single team per client and modality). Global Response seems like a good candidate for a RFP request for contact center where domestic service is appropriate.
I could go more into how to best choose a contact center, but I will let Global Response’s list be a fair starting point in this changing and flattening world where technology is changing the game economics quarter by quarter.
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