Outsourcing and Service Level Management
Call centre outsourcing is a hot topic in today's business world. Is customer contact handling a core competence of your organisation or should you use a specialist provider to interact wth your customers on your behalf? Then if you are open to the idea of outsourcing, should you look to offshore providers as a means of reducing your costs?
The purpose of the RXP white paper on outsourcing is to help you to identify up front what you have to consider in order to outsource any part of your contact centre operation. This includes defining your high level requirements, the keys factors to use in selecting suitable outsourcers and the commercial and Service Level Management choices that you face.
Our white paper takes an independent view on outsourcing - we do not have any commercial arrangements with suppliers, either in the UK or overseas. Indeed, our consultants have been on both sides of the fence - helping clients to transition to outsourcing and also in previous employments, working for outsourcers in managing third party camapigns and operations. This gives us a unique insight into the Pros and Cons of outsourcing, and we have written this white paper as the ideal first step for business managers to decide the right strategy for your own organisation.
