Innovations in Outsourcing - MOT your call centre

Outsourcing continues to be a hot topic of the call centre industry – with the enduring debate about the merits of offshoring; new destinations in Africa and Asia emerging who are competing for international work; and the inevitable squeeze on supplier margins caused by excess capacity of seats in a recession. So is there anything really innovative going on that will change the status quo?

Making change happen in contact centres
Remember Contact Centres are all about the combination of People, Process and Technology and you cannot just press one of these levers in isolation. Just passing the responsibility over to an outsourcer to manage your contact centre operation does not make improvement happen per se. You really need to understand what specific combination of improvements make the biggest difference. Two teams in different locations, yet operating the same processes and with the same IT systems, can actually produce very different results. The impact of culture and behaviour should not be underestimated.

So why not think about piloting a new method of working in a different environment to give you the best opportunity to learn? Operating a process with a new team can lead to step changes in performance and then this learning can be defined as a Model Office Transformation that you can roll out across the existing operation.

So when MOT is applied then what changes? The answer is often pretty much everything! The fact that the MOT pilot team is operated at a new facility location supports the opportunity for behavioural change. So overall you should expect the MOT pilot to deliver at least 20%+ uplift in your KPIs.

A significant difference that makes it a real example of innovative outsourcing.