Knowledge process outsourcing (KPO) is the practice of hiring a third-party vendor to perform data collection and analysis, such as:

• Monitoring your interactions with customers through call centers or digital messaging
• Logging important customer statistics (satisfaction, retention) and the customer experience (number of calls, average call length) in a knowledge base
• Interpreting collected data to understand how well your customer support system is operating and how to improve it
• Coming up with solutions for improving the customer experience and then continuing to monitor your interactions

Collecting and collating the data necessary to assess your support system’s efficiency takes a great deal of time and investment. OutPLEX has the expertise and the infrastructure necessary to perform these tasks for less. Our resources include:

• A diverse array of personnel who know how to analyze and act on knowledge base data
• High-tech solutions like associate assist that can collect important data and present it to employees whenever they need it
• Over twenty years of experience with KPO and how to provide clients with the best possible service

You need knowledge process functions to track how well your customer support is operating, if there are any problems, or how to fix problems when they arise.

Outsourcing your knowledge processes gains you a reliable and experienced partner who can help you set and meet goals based on the data we collect. You can get the most out of your outsourcing experience by:

• Researching vendors to determine which one offers the services you need and personnel you are compatible with
• Working with the vendor to establish clear, achievable, measurable goals for short-term and long-term success
• Reviewing and asking questions about the contract before you sign anything
• Establishing who is accountable for each part of your project so there is no confusion about who is responsible if something needs to be done
• Meeting regularly with the vendor for status updates and strategizing

OutPLEX can supply all of your knowledge process outsourcing needs. Call 1.866.531.5773 or visit outplex.com/contact/ to learn more.