I have worked on both sides - client and agency. I currently represent an outsource agency that focuses on tech support. In addition to the other suggestions already offered:
1. Get better access to your outsourcers tools/information - real time is best. Good agencies should be able to supply this.
2. While an outsource arrangement is definitely a partnership, you are the client ... these are your customers ... you should be able to set requirements. I would require reporting, call tracking and any other vital information supplied in your native language
3. Set up regular meetings/calls to exchange ideas ... make sure you are operating under the same assumptions/definitions ... many organizations define metrics differently. Calibrate quality assurance (listen to calls/review emails) to make sure you and your partners understand what is a good call/email
4. Think about other vital metrics and how best to measure them. Depending on your product/service, its price point and the potential of annuity revenue or repeat purchase from your customers, I would also look at contactl handling times, first contact resolution rates and most importantly customer satisfaction should be measured.
Your partners should be giving you ideas on how to make the operation more efficient ... ideas for customer self help to reduce cost - call flow or knowledgebase tools to assist agents. Your agencies should be proactive ... they should be able to answer these questions. If not, they are likely just providing a commodity service ... Unless you are simply shopping for the lowest price, you deserve partners that can add value to impact the customer experience and reduce cost in the operation.
Call me or email if you would like to discuss.
Clint
csesow@calltech.com
402-486-4608