Webinar: Beyond boundaries - Freelancer models transforming contact centres
In this webinar, we delve into the transformative power of freelance models in contact centres, featuring insights from Vodafone Ziggo on their successful transition. Discover how freelancers are reshaping the call centre landscape, offering flexible, innovative, and cost-effective solutions that maintain high standards of performance and customer satisfaction.
Watch this insightful webinar as we explore the transformative power of freelance models in contact centres. Hear from Vodafone Ziggo who has transitioned into the freelance model along with how freelancers are reshaping the traditional call centre landscape. We delved into the reliability, commitment, and business mindset of additional resources, highlighting the benefits and key processes in place to ensure optimal performance.
Benefits of adopting freelance models:
Variable Pricing: Clients pay exclusively for proactive and productive services, optimising cost-effectiveness and performance-based pricing enabling versatility.
Avant-Garde Solution:Providers position themselves as innovative alternatives, advocating a departure from traditional call centres.
Technology Integration: Showcasing innovative integration of technology and for a more effective solution.
Freelancer Marketplace: Businesses can tap into a global pool of top-tier talent for service delivery, enhancing overall performance and efficiency.
Flexibility: Businesses can scale up and down as demand requires and can incentivize freelancers to work.
Standards Maintained: Freelancers uphold the opportunity as their primary income source, treating it as a full-time role, earning performance-linked benefits, and adhering to rigorous processes for suitability, commitment, and reliability, ensuring excellence in their performance.
During the webinar, we had the privilege of hearing directly from Vodafone Ziggo, shedding light on their formidable challenges in the realm of contact centres.
Having collaborated with six different CX suppliers, the company faced significant obstacles in meeting the required capacity and quality standards. The result was lacklustre conversion rates and a decline in customer satisfaction metrics, including CSAT (Customer Satisfaction) and NPS (Net Promoter Score), falling below their expectations.
Determined to overcome these deficiencies and reinvigorate their up-and-cross-selling initiatives, Vodafone Ziggo sought a new solution.
Watch this engaging session where we explore the future of contact centres and the success stories achieved through freelance models.
