Expert Analysis

The team at VAS has over 25 years of experience working with the best outsourcing partners in the world. This experience is passed on to our customers by way of saving them time and money when finding the right partners and negotiating the best deals. VAS has developed a unique and proprietary scorecard approach to helping you understand your options. One of the first meetings we have with customers is the analysis session. During the analysis session we review our performance scorecard, based on actual customer perception data, which ranks the companies based on the following three key areas:

·       Management

• Workforce Management

§  Ability to deliver agents and meet schedule adherence goals

• Program Management

§  Core strength in managing people and processes

• Performance Management

§  Effectively meets or exceeds customer goals and metrics

• Training Management

§  Competent training managers and trainers with strong backgrounds in adult learning theory methodologies

·       Quality

• CSAT Sales

§  CSAT performance on programs that require selling/up-selling

• CSAT Service

§  CSAT performance on programs that require skills for dealing with upset customers

• Agent Development

§  Company’s ability to develop their people and who promote from within

• Conformance

§  Ability to consistently conform to business rules and guidelines

• Key Performance Indicators

§  Ability to meet or exceed contractual obligations as outlined in the agreement

·       Finance

• Pricing and Cost

§  Best quality solution for the greatest cost benefit

• Average Order Value

§  Ability to drive top line revenue through strong selling methods

• Company Financial Strength

§  Companies financial position in terms of their ability to be a stable option with minimal risk

Contact VAS today for a free consultation and business review. (888) 701-7980