Multi-vendor data disparities can lead to murky management

Businesses that use more than one call center or vendor quickly face a problem with consistency in the data and reports they receive. Every vendor and system calculates and reports performance in a slightly different way. These disparities make it virtually impossible to accurately gauge performance and make informed decisions.

Over time, even minor differences can have a serious impact on your business Here are just a few common hazards that can arise from reporting inconsistencies:

• Vendor calculations may lead you to believe that a higher percentage of calls are being handled in the desired time frame than reality
• You may believe a supplier’s sales conversion rate is higher than it really is
• You may misidentify who your top suppliers really are based on inconsistent data
• You may end up paying for things you don’t really need
• Vendors may assess the quality in very different ways, giving you an inaccurate picture of the customer experience

One system, one set of calculations
If you want to take the guesswork and inconsistency out of reports and arrive at a true and thorough picture of operations, you need a way to aggregate fundamental, call-by-call data (versus top-line data that has already been filtered by other people and systems).

Ideally, you want to roll up data from all your vendors, call center sites, and software types into a single system.

To fulfill to this need, CXO has developed a technology suite called Vendor Compare™, which is a SaaS-based call center-centric reporting package that provides robust vendor performance management and reporting capabilities. We’re able to take raw and disparate data at a transaction level from individual vendors and centers, and aggregate it into clear, consistent and cohesive performance insights. The end result is an actionable “single version of the truth” for clients to clearly see call center and vendor performance.

When you eliminate data disparities, you can get a clear picture of your suppliers, your call center hub, and your business as a whole. With this kind of clarity, you can significantly improve the performance of your suppliers, fine tune your client-side operations, and improve your bottom line.

–Bryan DiGiorgio

Bryan DiGiorgio is CEO of CXO Global Solutions.