Outsourcing

[alfy]

Hello

I work for a children educational web site and we have an in house customer service department. We are looking at outsourcing the department. Has anyone had experience, positive or negative, with outsourcing companies? Can anyone who has gone through this provide me any type of feedback.
Thanks

[Tom Naras]

There are so many things to consider when outsourcing. Over the years I've outsourced many departments and functions and it can be a rollercoaster ride!

Here is an overview: First you need to feel very comfortable with the outsourcer and be confident that they are truely partnering with you. You will need to identify an outsourcer that is in sync with your company's vision and culture.

Second, make sure that the outsourcer understands and meets your performance requirements.

Finally, its usually a good idea to find an outsourcer that is close to where you are located. There's nothing better than stopping by unexpectedly and monitor the outsourcer in its "normal" mode.

Feel free to email me at tnaras@cox.net if you have additional questions.

Tom

[Clint]

I have been on both sides of the relationship - both outsourcing functions and providing the service.

The best partnerships have been the result of both parties communicating clearly their history, experience and vision; and of course what are the true objectives and program drivers. In a nutshell, be sure expectations are clearly defined. I would agree with Tom that you must be very comfortable with the outsourcer - vision and culture are important - trust is vital.

If you decide to outsource, be sure to meet the team in person - it is helpful to have an outsourcer visit your office to understand your operation and current processes. Be sure to visit the site where your work will be managed so you can meet the operations and project management team.

Get written proposals and clearly defined pricing - no surprises! While you may not want to involve yourself with minute program details, I would strongly recommend that you are involved with pre-program implementation and on-site for training. To ensure a smooth start, make sure you ask lots of questions. Look at reports. Monitor activity. Hopefully you will have a responsive, experienced team managing your program. Make them accountable for results and ask for recommendations.

Any questions or additional insight, please contact me:

Clint
csesow@sales.calltech.com
402-486-4608

[bmatheson]

A few things to consider in an outsourced relationship

1- What is the organizations core competency. Not all outsource providers are the same

2- Does the provider meet all of my expectations. Make sure all requirements are mapped out during the discovery phase and that they can meet/exceed expectations. The worst thing that can happen in an outsourced relationship is scope creep after a project has been implemented.

3- Make sure that there is a semi dedicated resource that you can allocate to a project. One of the biggest mistakes an organization can make is assuming that outsourcing a project means that you can wash your hands of it and it will run like a well oiled machine. Especially during implementation there needs to be contact almost on a daily basis. This interaction will diminish as the relationship progresses but is essential during the first few months of implementation.

There are many providers out there. I come from the industry and could refer you to several organizations if you are interested.

[mmilburn]

Hi Alfy,

Let me introduce NuComm Internatioanl to you.

NuComm International provides customer care (inbound/ outbound outsourced call centre) services to several large North American corporations.

I would be happy to give you our perspective from the other side of the table and answer any questions you may have.

Looking forward to hearing from you.

Regards,

Martin Milburn
Account Executive
NuComm International
1-877-637-2615 E. 5047
martin.milburn@nucomm.net
www.nucomm.net
One of Canada's 50 Best Managed Companies - 2001 & 2002

[rdonnel]

Hi Alfy,

You have already received some very good insight from several well informed folks so I won't add much to it. I would suggest that you do a little research on the subject though. There are several web sites that I would start with.

http://www.c-interface.com/customerinterface/
http://www.ccng.com
http://www.incoming.com
http://www.teleplaza.com

These sites are all searchable so if you use "outsourcing" as your criteria I'm sure you'll get some useful information.

I have been on both sides of the industry and would be happy to speak with you directly about some of the things you should consider. If you wish to, contact me at 703-503-0283, or rddd1010@hotmail.com

Good luck,

Rob Donnelly

[Alan Clayton]

Having been on both sides of the fence as well, I would be more than happy to give you some insights.

Regards

[Dennis Jensen]

Alfy,

I represent an inbound/outbound contact center and each day I'm asked the same question that you originally posed several weeks ago. I would be happy to facilitate you through the pro's and con's of outsourcing.

I would agree with Tom's response that an important factor in outsourcing is your comfortable level with the outsourcer and be confident that they are truely partnering with you.

I look forward to talking with you and I would also share with you contacts with other companies that evaluated the outsourcing option as you are.

Dennis Jensen
507-537-8681
www.schwanscallcenter.com

[mmandacina]

Hi Alfy,

You have recieved some great responses. A Call Center can be a beneficial extension of your business. I especially agree with Clint. It is important to recieve written proposals and to be as involved as possible in the implementation.

I represent a full service contact center in Kansas City, Missouri. We have years of experience working with educational products for children. I would be more than happy to talk with you further or to answer any questions that you may have. I also have some great information that will help you to make financial decisions about outsourcing.