The Outsourcing Toolkit is designed for use by organizations who are considering or have already made a decision to outsource call center functions. The toolkit provides a comprehensive process for selecting a qualified outsourcing partner and then managing a win-win relationship.

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With the processes presented in this toolkit, you will work through the steps needed to make an effective and successful outsourcing decision, including: Strategy and needs assessment Outsourcing options Vendor identification RFP process (request for proposal) Vendor selection Service level agreement The Call Center Outsourcing toolkit will help you answer key questions like: Why should I outsource? What are the benefits? What needs do I have for my outsourcing supplier? Will my customers be satisfied? What are the business risks?

Document templates also included on CD-ROM with the toolkit are:

• Needs Assessment Template
  Evaluate your contact characteristics, contact volumes, operating cost, service and quality metrics, routing and contact processes, systems, staffing, disaster avoidance, and reporting requirements.

• RFP (Request for proposal) Template
  Accurately define your business strategy, contact center operations, performance requirements, outsourcing preferences and the supplier responses you expect.

• SLA (Service Level Agreement) Template
  Communicate your contact characteristics, operating parameters, reporting, pricing, relationship responsibilities, rewards and penalties and performance standards.

Find a Call Center Business Performance Package to meet your needs and save 20-25% off the list price!

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