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Oz Call Centres INDEX

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WHAT WE DO
OUTSOURCING
Quotes & Trends
Definition
C.C. Outsourcing
Who Outsources
Benefits
3 Step Plan
Case Samples
Some Tips
Vendor Checklist
Contracts
C.C's Future
Why Australia?
The Procedure
Our Costs
WHO WE  ARE  & OUR  C.E.O.
INDUSTRY  LINKS
- OUTSOURCER CONTACT  FORM
- SERVICE  BUREAU REG'N  FORM

- TELESERVICE CAMPAIGN FORM

Some Tips for Outsourcing
  • Outsourcing is not subcontracting. Outsourcing involves restructuring and management.
  • Consider your outsourcing partners on an equal standing and as part of your team.
  • Distance promotes objective performance evaluation, so don't set unrealistic early goals.
  • Focus on solutions, not problems - because people are people - they will arise.
  • Ensure the service bureau understands the culture of the (client and) campaign.
  • Once a trial period has been successfully passed, establish a standard 5 year service agreement  to get both parties to truly commit.  Once your partner has got it right, you don't want them looking elsewhere because of lack of any commitment.
  • Seek only partners' with a core project identity that run similar campaigns to your outsourced campaign and not multiple high turnover campaigns.
  • Ensure your partners staff have a low turnover rate, a relevant training program and key support management.
  • Establish trust, a common belief and joint goals.  Outsourcing is all about relationship management.
Here is a short checklist when you are choosing an
    outsourcing partner:
  • Experienced staff and account management expertise .
  • Competitive pricing.
  • References, reputation and a verifiable track-record.
  • Financial stability.
  • If the application is agent-based rather than hardware-based
  • Technology capability and growth potential.
  • Flexible call handling capacity.
  • Its ability to be proactive and generate initiatives that affect the bottom line and the quality of the project.
  • Its ability to supply diagnostic performance/service level metrics and business/financial target metrics.
  • Ensure they understand what the program goals are.
  • Are they experienced in doing the things you want.
  • Ensure they have regular project C.S.R./T.S.R. and Customer Service Call Audits.