Workforce Management Featured Article
Call Center Outsourcing "Marketplace" ArenaCX Becomes Zendesk Partner App
Once upon a time, companies needing more call center agents engaged outsourced teleservices providers (sometimes called business process outsourcers, or BPOs) to take on either all or part of a company’s customer support needs. While these services still exist, in recent years, the manner in which companies engage them is starting to look a little different.
ArenaCX calls itself “the marketplace where contact centers compete to better serve your customers.” Just as Hotels.com vets and rates hotels and acts like a marketplace for travelers to find a room, ArenaCX does the same for call center work. The company believes there are many benefits to using a service like theirs rather than engaging outsourcers directly. For starters, there is more accountability for performance and quality. ArenaCX’s performance-based marketplace allows customers to easily trial and test new vendors.
“Our proven solution improves customer service results through healthy competition, smart software, and a better business model,” according to the company’s web site. “When you work with ArenaCX, you get more than cheap outsourced customer service; you get a trusted partner and advisor, award-winning solutions, and a relationship that delivers ongoing value. We work with companies who appreciate the value of customer experience and understand that outsourcing is more than a cost maneuver.”
Recently, ArenaCX announced their partner app listing in the Zendesk Marketplace. The ArenaCX app offers Zendesk’s more than 170,000 global customers access to flexible customer service labor from the ArenaCX network of vetted and ready-to-onboard contact centers. ArenaCX’s integration into the Zendesk Marketplace gives businesses the benefits of outsourcing labor, without the burden of time and resources needed to ramp up. Untethered from these constraints, businesses can harness an unprecedented level of control over their support outcomes.
Using ArenaCX, Zendesk customers can outsource with more confidence knowing that the performance of all of their agents – internal and external – are being monitored in real-time by the ArenaCX AI engine and any deviations from acceptable thresholds will cause ticket volume to be adjusted from the underperforming agent or teams. ArenaCX also has native min-max settings that give the business leader control over the types of tickets, channel or percentage of ticket volume that are directed to each team to ensure that internal agents have enough volume sent to them, and existing BPO contracts are satisfied.
Edited by Maurice Nagle
