Global Outsourcing

[healani]

I work for a US based call center and we are currently outsourcing to a company in India. The current arrangement is that we provide our partner with schedules and they are required to fill them. They are also required to send us daily staffing numbers (planned absence, unplanned absence, and attrition) so that we can track their planned shrinkage vs. actual.

We are having multiple issues with trying to get our partner to comply with our needs and I was wondering if anyone who has had sucesses with outsourcer partnerships might be able to share some best practices.

Thanks in advance!

[Clint]

I have worked on the client and the outsourcer side of this equation. Several factors can impact actual vs planned staffing and other critical factors that are related such as utilization rates, handle times, success rates, meeting SLAs, etc.

Several variables will be beyond your control, however depending on your application (outbound/inbound) and the contract terms (penalties/incentives), you can control the compensation set-up, SLA objectives, list penetration, volume forecast, etc. Of course there is no substitute for great client/vendor communication to make sure both parties understand the objectives and challenges to meeting them.

Please feel free to contact me if you would like to discuss

Clint
402-486-4608
csesow@calltech.com

[alainbt]

What are u trying to outsource?

Pre-sales or post sales/customer support?

Alain

[troymass]

I can help answer your questions. I am located in Phoenix, AZ. Please email me your contact information at tmass@radiantsoftsol.com