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Put the Right Plan in Place When Selecting a Call Center Outsourcer

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October 16, 2009

Put the Right Plan in Place When Selecting a Call Center Outsourcer

By Stefania Viscusi, Assignment Desk Editor

Many companies today looking to improve productivity levels and reduce costs, are turning to call center outsourcing as a way to deliver high-quality services while also focusing on their core competencies.
Before making the final decision on which call center outsourcer to team with, a company should evaluate their specific needs and if the provider is able to meet the criteria.
A recent Forrester (News - Alert) report by analyst Elizabeth Herrell, with Simon Yates and Lauren E. Nelson, “Twelve Criteria for Contact Center Outsourcers,” reveals 12 key requirements and considerations to help guide decision makers.

While decisions around cost, technology, internal processes and others must all be considered for the best selection to be made, since this move represents such a major step for companies, the white paper also notes it is essential to have a well thought-out plan in place when approaching vendors.
As part of the plan, companies should include an interview process of the internal department of managers that will be handling customer experiences. This interview can help companies to understand if the provider is focusing on achieving the same goals.
The white paper also advises companies to work from a short list of outsourcers who specialize in their business – choosing a vendor who knows the line of business and the industry can help to maintain customers.
In addition to speaking directly with the provider, its important that company’s also review references and visit the location to truly reveal operational efficiency and if the services are exactly what the company requires. provides companies with a ‘matchmaking service’ to bring businesses and vendors together based on dynamics of the purchaser’s needs and the specific nature of the services that the seller provides.
For more, check out the Call Center Outsourcing channel on TMCnet.
Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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