Choosing A Contact Center Outsourcer Is Hard; Evaluate Candidates Over 8 Dimensions

Kate Leggett

Outsourcing contact center operations helps organizations deliver better customer service. In Forrester’s recent survey of 304 North American and European network and telecommunications decision-makers, we found that nearly 20% have already outsourced some or all of their contact center seats or are very interested in doing so. Choosing to outsource should not be based on cost considerations alone. Select an outsourcer carefully. Outsourcers need to provide an environment that delivers quality customer service in a cost-effective manner. When looking for providers, evaluate their capability to:

  • Onboard new customers. Outsourcers should be able to communicate a well-defined process and timeline for onboarding a new customer and articulate the commitments that both the outsourcer and the customer need to meet for a successful onboarding process. The outsourcer should also be able to guarantee phased service-level agreements (SLAs) for the length of the onboarding process.
  • Report key metrics. Comprehensive reporting should accompany all engagements and should be available for review at any time. Identify the types of operational reports that you will have access to. Evaluate the ability to customize reports.
  • Adhere to quality standards. Make sure that outsourcers comply with quality standards such as Six Sigma and the Customer Operation Performance Center (COPC) that provide guidelines for managing operations and that ensure consistency for delivering services.
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