Call Centre Outsourcing

Following the summary of Consulting services, let us go further. This section is for visitors who are or will be purchasing Call Centre Outsourcing services. Formally, this arena is part of the topic Call Centre Management. In my Call Centre Blog I have listed some Outsourcing issues, more about the topic on Softigator in the Resesarch section. Like any other Outsourcing arena, Call Centre Outsourcing is on the increasing path, largely because clients are looking for partners with Call Centre Management as a core competence, so they can achieve economies of scale and scope as well as a quality that clients would not.

Since the beginnings of outsourced Telemarketing campaigns, the market has changed enormously, driven by both increased expectations of clients under increasing cost and performance pressure and by the ever-growing possibilities but also complexities of technology. Today, the outsourcing market has diversified in many respects: in different verticals (industry specialists), horizontal business processes (BPO) and in Geo-Markets depending on the wage level and overall cost per contact in these areas (Offshore, Nearshore, Onshore).

Looking closer at the driver "client expectations" we see an increasing pressure to deliver customer operations and call center services at lower costs while typically the amount of customer contacts per year increases - and the complexity, too (see section below). Call Centre Outsourcing is - apart from automation - certainly the main route to transfer the relevant customer operations to a company with more specific experience and more flexibility to decrease operational costs. At the same time outsourcing management itself adds some new requirements and challenges to the client company:

• How to make a Make or Buy decision
• How to develop a Call Centre Outsourcing model that suits your needs
• How to decide between Offshore Outsourcing, Nearshore Outsourcing and
  Onshore Outsourcing
• How to select a Call Centre Outsourcing company
• How to measure success and failure of Call Centre Outsourcing Providers and BPO companies
• How to develop contract contents (in co-operation with your lawyers), Key Performance indicators, penalties and incentives to motivate your provider
• How to manage ongoing relationships with Call Centre Service providers
• How to resolve issues and conflicts
• How general Call Centre Performance influences Call Centre Outsourcing business models
• How to find and develop the right Market Research results