Targeting mid- to large-size ISPs, ClientLogic offers a global footprint and a broad range of services that can cover all a client's call center needs.

by Jeff Goldman [November 19, 2003]

ClientLogic was founded in 1998 when Canada's Onex Corporation acquired Softbank Services Group and combined it with the call center provider North Direct Response, Inc. The company now boasts 12,000 employees in ten countries, with 33 contact centers and four distribution facilities serving more than 250 clients worldwide.

According to Amit Shankardass, ClientLogic's Solution Planning Officer, Onex Corporation founded ClientLogic in response to what they saw as a fast-growing business opportunity in the contact center space. In order to differentiate its services in that space, the company provides a wide variety of pre-sales, sales, and post-sales services that range from marketing to technical support.

ClientLogic Voice: (888) 229-0979

In order to help its clients deal with churn, ClientLogic maintains dedicated 'save desks' that are focused exclusively on preventing cancellations. "Needless to say, that takes a lot of working with the client, because the client has to decide what offers we can provide to the consumer in order to prevent them from canceling," Shankardass says.

All of ClientLogic's services can be accessed through multiple channels. If an initial request is sent through the mail or by email and the customer calls the support phone number to follow up, the company's support technicians are able to view all records at once. Similarly, reporting is available to ISP clients through a web-based tool that allows them to view all service metrics in real time.

A global footprint
In the current market, Shankardass says, outsourced call center providers need to be able to do three things at once: reduce the cost of service to the organization, improve customer retention, and increase revenue per customer. With its globally distributed call centers, dedicated save desks, and ability to up-sell and provide marketing services in addition to technical support, ClientLogic strives to cover all three bases.

The company specifically targets mid-tier and upper-tier ISPs; its global footprint and comprehensive range of services make it inappropriate for smaller clients. "Our minimum is typically about 100 seats of customer care operations to be outsourced," Shankardass says. Pricing for the services can be structured either per-call, per-subscriber, per-hour, or per-minute.

Thanks to its globally distributed call centers, ClientLogic is able to offer support in 16 languages. In particular, its Mexican call center is targeted to the Hispanic market in the U.S. "The Hispanic market is the fastest growing ethnic market," Shankardass says. "Being able to service that market out of a place like Mexico where people are speaking the dialect of that individual's ethnic origin makes a difference."

Experience and stability
When selecting a call center provider, Shankardass says, it's important to assess the company's depth of experience in the ISP space. "ISPs have particular service provisioning needs, they have particular customer management needs, particular technical support needs, particular churn management needs," he says.

Stability is another key factor. "There are several offshore companies that may seem very attractive, but that will not have the financial stability of a company that's been doing this for a while," Shankardass says. "And you may find companies in the U.S. that can provide dirt-cheap pricing which seems enticing, but again, they will not be stable and will not have a track record."

Finally, Shankardass says it's crucial to remember that most customers will judge their ISP based on their experiences with support representatives. "Many times, we're the only ones they talk to," he says. "In an environment where it's as easy to switch an ISP as it is to click a mouse, being able to provide relevant and personalized customer service is becoming increasingly important."

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Related articles:
	[Dec. 27, 2002]	We Need Cheap Overnight Tech Support
	[Jan. 22, 2001]	When Your Help Desk is Distant
	[June 2, 2000]	Building an ISP Business Plan Part 4: Operating & Organizational Plans

Online resources:
	Outsourced Customer Support Directory
	Quick Reference Chart