Company Background
AllTell Marketing Services provides a wide range of clients with a total suite of marketing and e-commerce solutions desigend to assist in gaining new customers, retaining existing clientele and further developing additional marketing services and strategy. AllTell designs and manages thousands of e-commerce websites that assist with implementing customer targeting, and segmentation strategies that help growing and measuring revenue possibilities in every customer interaction/segment. AllTell has constructed innovative solutions for customers that are customized to each client to improve the full experience, which builds loyalty and creates a very high level of satisfaction in any customer base. AllTell’s clients are global, …show more content…
Distribution and Logistics headcounts are increasing at a small rate every year. In contrast, Customer Services serves both internal and external customers and has a high head count because of the growth of the business and the global client base. AllTell should plan to outsource their Customer Services department to an offshore vendor because of the high volume of calls and queries from the customers all over the world. Not only is the high head count necesseary, but because of the large growth in business, the need to hire in-house employees has increased. AllTell is not able to ramp up its Customer Service headcount resources because of cost, and the lack of experienced resources and because of a complex hiring process. Overseas vendors offer a large, trained English-speaking population as well as competitively low labor …show more content…
An SLA defines the performance level that is expected from the supplier by AllTell, and is intextricably tied to perfomanc indicators. These include speed, reliability, capacity, availability, timeliness, and/or customer satisfaction. SLA and Performance metrics in this outsourcing agreement are set out as follows:
Performance metrics
The supplier performance is measured in an objective way by including performance metrics in the contract. These metrics specify a wide range of issues, including the speed with which the supplier finishes transactions, quality levels, ongoing cost reductions, and customer satisfaction levels. Performance metrics identified are as follows:
• Number of inbound and outbound calls – or Transaction Volumes – handled by the customer account representatives
• Number of customer queries resolved
• Number of customers handled
• Number of escalations per month
• Turnaround time per
AllTell Marketing Services provides a wide range of clients with a total suite of marketing and e-commerce solutions desigend to assist in gaining new customers, retaining existing clientele and further developing additional marketing services and strategy. AllTell designs and manages thousands of e-commerce websites that assist with implementing customer targeting, and segmentation strategies that help growing and measuring revenue possibilities in every customer interaction/segment. AllTell has constructed innovative solutions for customers that are customized to each client to improve the full experience, which builds loyalty and creates a very high level of satisfaction in any customer base. AllTell’s clients are global, …show more content…
Distribution and Logistics headcounts are increasing at a small rate every year. In contrast, Customer Services serves both internal and external customers and has a high head count because of the growth of the business and the global client base. AllTell should plan to outsource their Customer Services department to an offshore vendor because of the high volume of calls and queries from the customers all over the world. Not only is the high head count necesseary, but because of the large growth in business, the need to hire in-house employees has increased. AllTell is not able to ramp up its Customer Service headcount resources because of cost, and the lack of experienced resources and because of a complex hiring process. Overseas vendors offer a large, trained English-speaking population as well as competitively low labor …show more content…
An SLA defines the performance level that is expected from the supplier by AllTell, and is intextricably tied to perfomanc indicators. These include speed, reliability, capacity, availability, timeliness, and/or customer satisfaction. SLA and Performance metrics in this outsourcing agreement are set out as follows:
Performance metrics
The supplier performance is measured in an objective way by including performance metrics in the contract. These metrics specify a wide range of issues, including the speed with which the supplier finishes transactions, quality levels, ongoing cost reductions, and customer satisfaction levels. Performance metrics identified are as follows:
• Number of inbound and outbound calls – or Transaction Volumes – handled by the customer account representatives
• Number of customer queries resolved
• Number of customers handled
• Number of escalations per month
• Turnaround time per