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Grow Your Business through Contact Centre Outsourcing

Grow Your Business through Contact Centre Outsourcing. Fanny Vaz Director, Personal Market Unit, CTM. Agenda. Balancing the benefits and concerns Steps to successful outsourcing Choose a strategic partner to grow your business. What should an outsourcer offer ?. People management

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Grow Your Business through Contact Centre Outsourcing

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  1. Grow Your Business through Contact Centre Outsourcing Fanny Vaz Director, Personal Market Unit, CTM

  2. Agenda • Balancing the benefits and concerns • Steps to successful outsourcing • Choose a strategic partner to grow your business

  3. What should an outsourcer offer ? • People management • Operational procedures • Technical infrastructure • Marketing support • Management expertise

  4. An outsourcer should help you to • Reduce your unit costs • Increase your service offering • Access new markets • Approach more customers • Improve quality • Focus on your goals

  5. Balancing Benefits vs Concerns 5

  6. Improve, or focus on core competencies Gain access to “expert” capabilities Reduce and control costs Gain access to resources not available internally Need to implement change Regain control of difficult functions Need to reduce risks Reasons to Outsource

  7. Cost reduction Experience between 10-30% savings over do-it-yourself Potential quality improvements By your own metrics, between 10-30% Competitive Advantages Time to market, flexibility, out of hours coverage Access to Expertise Technology, tools, structured methodologies, procedures, experience….. Potential Benefits of Outsourcing

  8. Reasons not to Outsource ? 8

  9. Anticipated supervisory problems ? Concerns • Outsourcing company does nothing but focus on call centre management, can provide you with better control, more analysis and reporting and better service

  10. Existing operation in place ? Concerns • Existing call centre does not mean that requirements are / can be fully met • Financially difficult for internal call centre to run short term / ad hoc programmes

  11. Confidentiality ? Concerns • Depends largely on applications • Good use of technology will ensure data security • Careful selection of staff and use of confidentiality agreements can also overcome most of the concern

  12. Skills ? ? ? ! ! Concerns • Recruitment with appropriate skills • In-depth product training in conjunction with the client • Skill level requirements for most of the applications are not high especially for temporary programmes • Use of sophisticated technology can help to fully guide the agents to handle calls in a consistent manner

  13. Quality Issues ? Concerns • Extensive monitoring of agents • Best practice management • Service levels guarantees / agreements

  14. Steps to Outsourcing • Define the strategic and tactical reasons to outsource • Determine your objectives • Evaluate potential benefits • Evaluate supplier competence carefully • Form a partnership with your supplier • Be aware of your role and responsibilities • Be aware of the limitations

  15. Evaluating a Partner • Partnership - the three “R”s • Reputation • Existing Relationship • References • The Details • Agents • Operational procedures • Quality • Technical infrastructure • Management

  16. Evaluating a Partner - Agents • Agent selection, recruitment criteria and procedures • Your involvement in agent selection and recruitment • Training programmes, frequency, quality, purpose • Your involvement in training • Employee motivation and incentive management • Employee terms and conditions • Employee satisfaction • Supervision and supervisory procedures • Use of employees in client focus groups

  17. Evaluating a Partner - Operations • Operational procedures • Extent and efficiency of workforce scheduling • Efficiency of operation, agent utilisation, service levels • Flexibility of workforce management • Resourcing • Quality assurance procedures and tools • Type and frequency of call monitoring • Your involvement in this • Escalation procedures and corrective actions

  18. Evaluating a Partner - Technology • Technical infrastructure • Resilient, high availability architecture • Flexible design • Capacity • Innovative use of technology • Integration capabilities • Backup, contingency, disaster recovery

  19. Evaluating a Partner - Account Management • Project management • Account management • Reporting • Service level • Quality • Contact reporting

  20. The Clients ROLE • Setting your objectives • Clarity ! Define your requirements and share your problems • Define measurable criteria for cost and performance • Aim to build an ongoing and mutually successful relationship • Ensure enough resources to properly manage your relationship • Ensure your fullest participation where it is required

  21. Thank you ! 21

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