Call Centre Outsourcing: The Essential Stages of the Process
Call Centre Outsourcing: The Essential Stages of the Process
The business world is transforming at a fast pace. Therefore, to ensure your organisation remains ahead of the competition, you need to stay focused on your core functionalities and change according to the market demands.
However, apart from this, you also need to manage day-to-day tasks like customer support, administration, and management for better performance of your business while boosting your customer experience.
For this reason, most companies, both small and large, are relying on contact centre outsourcing companies for their customer care functions. If you are also planning to outsource customer care services and other tasks for your business, you need to know the primary stages involved in this process.
● Shortlist potential vendors
The first step towards evaluating your ideal vendor is shortlisting some of the best candidates after several rounds of interviews. Please remember, Google search is not enough to find the right outsourcing partner.
● Proposal submission
Once you’ve shortlisted your prospective vendors, next is asking them to submit a proposal. Instead of an elaborate request for proposal, you can go for a short questionnaire.
● Onsite assessments
A site visit is the best way to understand your vendor’s work ethics, culture, methodologies and quality of service. It will help you make a better decision.
● Selection stage
It is the right time to select a vendor that meets your business requirements and budget. To make a decision, your project team will look at the information provided in the proposals and analyse vendors’ operations.
● Signing contract
At this stage of contracting, you will finalise a SOW (statement of work) and MSA (master services agreement) with the vendor that you have chosen.
● New partnership
After the contract and negotiation stage, you will start the partnership with your selected vendor by providing them with the relevant documents and data.
● Training
You can either create a new training curriculum from scratch or improve your existing training material. The BPO team that you’ve chosen can visit your office for product training as well as cultural exchange.
Keep in mind that the training process can take anything between 3–6 months for completion, depending on the length of your training.
