Call Center Management Featured Article
How to Work with a Contact Center Outsourcer
You shouldn’t agree to room with someone without getting to know them and setting expectations. And you shouldn’t do that with a contact center solution supplier either. So if you are considering outsourcing your call center or contact center, be sure to look before you leap. Set expectations upfront about service level agreements and key performance indicator level requirements.
Just as you would agree with a potential roommate upfront about who will pay for what, who will clean, and cook, chat with potential suppliers about what you expect and what they can deliver. And put it in writing.
Use this expectation list in creating a strategic plan before you get started. That larger plan, to be created after you award the contract, should include what needs to happen when to enable your move to this supplier.
It should also note who’s involved, what each party will be delivering, at what cost, and when. And it should detail what resources will be needed and who will supply them.
You and your new partner should also appoint team leaders to oversee the project. These leaders will make sure key deadlines and goals or met. And they should be ready to address problems as they arise.
There are always challenges with new projects. We all know that. But when capable leaders are at the helm, problems can be addressed in a logical way.
Be sure the leaders have a clear division of duties. And let everyone involved know who’s taking the lead, for what, and how to reach him or her.
Contact centers exist to enable communications and allow problems to be solved. When you’re orchestrating a contact center outsourcing effort, remember the importance of communicating in solving problems and meeting business goals.
By keeping lines of communication open, organizations and their contact center outsource partners can have the best possible experiences during the migration progress and every day of their partnership.
Edited by Maurice Nagle