Managing Outsourcers

[C-ONE]

HI all,

We have brought on three different outsourcers and I was wondering what type of things I should be looking out for on a daily, weekly and monthly basis. So far, I've just been monitoring the ACD Calls, S/L, and Aban. Also, I have no access to their switch, so I am dependent on their reports and the calls are logged in a different language (depending on origination of call), so monitoring the call logs is hard.

Any insight is appreciated. It's a tech support center if that makes any difference.

[Frank A. Engle]

Hello C-ONE-

Prior to going into my own business I was on the client side of the business with the responsibility to manage some large relationships with a few of the "top ten" outsource firms. Feel free to give me a call and I will be happy to provide some strategies that worked for me.

Regards-

Frank Engle

[troymass]

My company is a call center outsourcer. We provide our clients access to the ACD for remote reporting, IVR access for queue monitoring, and unassisted call monitoring in real time. I can not speak to why your current vendors are not making these servcies accesssible to you, however you should absolutely expect this type of open communication in any long term relationship. If you would like to speak in more detail please contact me at your convenience.

Troy Mass
Radiantsoftsol Inc.
847-258-7020 xt. 17
tmass@radiantsoftsol.com
www.radiantsoftsol.com

[Alan Clayton]

The first thing you should do is to see what the Service Level agreement says. When you brought on the 3 outsourcers, there should have been some language in the contract process around that.

If there wasnt, you will want to put some SLA reporting and daily, weekly and monthly reporting in place...

Lots more....

[Clint]

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

[C-ONE]

Thanks All! Appreciate the insight. Rewriting the contracts now.