Table of Contents

Getting Started

How to use this toolkit
Toolkit objectives

Overview

How this toolkit is organized
Using worksheets and template
The Outsourcing Process

Outsourcing Decision

Evaluating Vision and Mission
     Customer Strategy
     Business Preference
     Constraints and Inhibitors
Decision Drivers
     Capital Investment
     Operating Costs
     Core Competency
     Capacity
     Volume Leveling
     Outsourcing Solutions

Strategic Alignment

Products
     Fundamentals and Requirements
     Product Categories (Consumer, Technology, Industrial)
Competitive Position
     Price – Cost Leadership
     Service – Sales Leadership
     Product Innovation
Service Cost Burden
Strategic Alignment – Conclusions

Needs Assessment

Call Characteristics
     Customer Service
     Help Desk – Technical Support
     Sales and Marketing
     Order Entry
     Data Collection
Hours Of Operation
     Full Coverage
     Random Coverage
     Planned Coverage
Volume Forecasts
     Historical Patterns And Trends
     Forecasted Changes
     Multi-media
Operating Costs
     Operating Statement
     Fully Loaded Costs
     Cost Per Transaction
Technology
     Transferable Systems
     Enabling Technology
     Communications Capacity
     Multi-media
     Voice Response
     Network and Data Security
Service and Quality Metrics
     Service Levels
     Quality Monitoring
Staffing and Training
     Staffing
     Organization
     Training
Needs Assessment Summary

Outsourcing Solution Alternatives

Full Outsourcing
     Entire Call Center
     Overflow Volume
     Additional Facilities
Partial Outsourcing
     Support Functions
     Professional Expertise
     Skills Development
Co Sourcing
     Joint Operations
     Value Sharing
     Independent Operations
Summary

Selection Process

RFP Preparation
     RFP Part 1 – Company Needs
     RFP Part 2 – Supplier Response
Locating Suppliers
Vendor Screening
RFP Distribution
Evaluate RFP Response
Schedule Presentations
Select Finalists
Site Visits
Culture and Compatibility
Selection

Service Level Agreement

Negotiating Terms
     Base Terms and Conditions
     Operating Relationship
     Performance Rewards and Penalties
Key Indicators
     Operations
     Technology
     Staffing and Training
Frequency of Reporting
     Operating Reports
     Relationship Reports
Program Reviews
Dispute Resolution
     Operational or Contract Disputes
     Unwinding
     Termination Transition
Service Level Agreement Summary

RFP Template

Service Level Agreement Template

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