Managing Call Center Outsourcing (Part 1 of 2)

Filed in archive Outsourcing Advisors on August 19, 2007

Call centers are considered as one of the most common outsourced tasks. Most companies opt for this kind of outsourcing because it is easier. Though that is the case, many companies are still on the brink of deciding whether or not they would outsourced their call center function.

For those companies that are still on the "deciding period", I will be posting some tips for first timers is order to help you organize your first call center outsourcing project. The tips which I would be posting are simple ones yet always overlooked. Here are the first ones:

a. Initiation - This is the first step in outsourcing because it includes lining up the necessary things when outsourcing. This includes project goals, timelines, and expectation. Aside from that, other topics that should be discussed during this phase would be the following:
-risk mitigation
-quality
-timing
-cost saving
-internal and external communication strategies
-legal and political consideration

b. Planning - In this stage, the defined goals and expectations are being defined and given a step by step actualization. A detailed Project planning like financial model and detailed project risk are just examples of the results in this step.