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Outsourcing a call center is an
important undertaking. The worst possible scenario is a bad long-term relationship. A bad
relationship is usually caused by expectations exceeding capability. The mismatch occurs
because the selection process did not focus on business principals and call center
fundamentals. Basic questions were not answered.
Why
should I outsource?
What are the benefits?
Will my customers be satisfied?
What are the business risks?
How can I select the right outsourcing partner?
How do I establish a good service level agreement?
The resources listed here cover the most important topics for
successful outsourcing.
Outsourcing process and templates
The
Outsourcing Toolkit
is an excellent resource that covers call center outsourcing from beginning to end. This
toolkit helps with the outsourcing decision process, strategy definition, needs
assessment, vendor selection, and service level agreement development. The toolkit
contains checklists, templates and guidelines for each step of the outsourcing process.
External focus
External focus is certainly a requirement for good
outsourcing. This external focus includes your customers as well as other companies.
Benchmarking results with 327 call centers can be found in the Call Center Best Practices
Benchmarking Report. This is an excellent overview of the changing operations and
technology in the call center space, and will help you understand what to expect from your
sourcing partner.
Strategy Roadmap
Organizing the strategic planning process is also critical to
success. What should you consider? How should you organize your strategic plan? What
process, technology, HR and facility components should be considered? The best guide for
this type of thinking was created in conjunction with Vanguard
Communications, and is titled "The Call
Center Planning and Design Toolkit."
Need help?
Ask
an analyst
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Call
Center Outsourcing Toolkit
A guide to call center outsourcing that includes the complete outsourcing process, vendor
identification and selection methods, service level agreement templates and guidelines for
needs and strategy assessments (more information).
Call Center Planning and Design
A comprehensive guide to call center strategy, planning and design; an excellent resource
for new contact center start-ups, existing call center improvement and future planning (more information).
Call Center Best Practices - Management and
Operations Edition. Benchmarking results from 250 call centers including integrated
scorecard for quality monitoring.
Outsourcing vendors
Listing of outsourcing providers.
Find a
Call
Center Business Performace Package to meet your needs and
save 20-25% off the list price! |
