Outsourced Customer Service
Outsourcing is a business practice in which an enterprise hires another company or individuals to perform tasks, handle operations, or provide services that were executed by the enterprise's own employees.
Outsourced Service Providers (OSPs) are organizations that an enterprise engages to provide
customer service to external customers for reasons such as regional support, different languages,
seasonal availability and so on. Benefits of outsourcing services are as follows:
- Cost savings
- Increase support coverage
- Access to skilled expertise
Plugin
Users with the system administrator role can activate the Outsourced Customer Service plugin
(com.snc.outsourced_service_provider).
Note:
This plugin requires the Customer Service plugin
(com.sn_customerservice).
The Outsourced Customer Service plugin adds the module to the application navigator. Users with the administrator role can access
this module. The administrator can assign the following roles to users:
- sn_csm_ocs.ext_manager (external OSP manager)
- sn_csm_ocs.ext_agent (external OSP agent)
- sn_csm_ocs.manager (internal OSP manager
Outsourced Customer Service Guided Setup
Activating the Outsourced Service Provider plugin adds the Outsourced Customer Service Guided Setup section. Navigate to and use the tasks in this section to configure Outsourced Service Providers.