Somebody know the Vendor Management of Call Center

[Evangeline Lee]

I have a problem about our outsourcing company. We set up QA score for each KPI, but the outsourcing company couldn't reach our goal each time. How can I do for this situtation? Have any idea. Please help!

[NBosch]

Hi Evangeline,

Normally you would have a clausule in the SLA, that if the provider does not meet the targets you agreed on, that there is some kind of penalty.

Their are several options of what you can do, but you would have to start with the contract and the SLA to determine what you can do .... and what you want to do.

GL.

Niek

[ctaylor]

Evangeline,

An agreed to Service Level Agreement (SLA), without penalties is of little value. If you have a penalty clause in your agreement the you need to contact your vendor and review with them what they are prepared to do to meet the 'agreed to' standards. I would ask the question and listen for the answer first before reminding them of the penalty clause and/or invoking it. It is always better to move forward productively than to become confrontational. If the vendor doesn't provide a plan, you could withhold payment pending a plan or strategy, though this can be dangerous. The situation can very quickly become adversarial and litiguous. If this happens then you will need to move very quickly to source a new provider. Reputable vendors will not attempt to 'hold you hostage', but some vendors have threatened to immediately suspend support unless their bills are paid.

I have worked on both sides of this street and can tell you that vendors want to do well and professional organizations will have no problem agreeing to penalties if they don't perform.

I hope that I have added some value. If I can be of further assistance please contact me directly at ctaylor@thetaylorreachgroup.com


Colin