42 Rules for Outsourcing Your Call Center: Best Practices for Outsourcing Call Center Planning, Operations and Management

Front Cover
Happy About, Sep 29, 2011 - Business & Economics - 139 pages
"42 Rules for Outsourcing your Call Center" is a compilation of real-life problems, lessons learned, pitfalls found, and practical approaches for planning, implementing, and outsourcing call center operations. It provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization. The book is a foundation for anyone considering outsourcing their call center. It starts by answering the question "Why Outsource," and then guides the reader with rules from defining the project to selecting a vendor to the first go-live call.

Businesses continue to be challenged to find ways to minimize costs and maximize profits while retaining their customers with excellent service. They need to focus on customer retention and realize that running their own contact centers is not their core competence. These businesses need outsourcers that can deliver high customer satisfaction and execute cross-sell/up-sell revenue strategies.

"42 Rules for Outsourcing Your Call Center" takes the reader through the entire process from gathering requirements and setting goals, to identifying an outsourcing strategy and understanding and operational capabilities of a outsource partner. The reader will learn: When outsourcing makes senseHow to define an outsourcing approachWhat to look for in an outsourcing partnerWhen to determine if agents can work at homeHow to craft an effective RFP

"42 Rules for Outsourcing Your Call Center" is a must-have for all call center managers hoping to improve customer satisfaction, increase customer retention and turn their call center into a revenue generating machine.

 

What people are saying - Write a review

We haven't found any reviews in the usual places.

Contents

Intro
1
Rules Are Meant to Be Broken
4
Ask Why Outsource?
6
Define an Outsourcing Approach
8
Know Your Customer Expectations
10
Communication Is the Key to Customer Relationship
12
Determine Communication Modes
14
Govern WorkatHome Agents
16
RFPs Are Only As Good As Your Requirements
60
The Devil Is in the Details
62
Go with Your Gut and Some Analysis
64
Know If the Outsourcer Is Outsourcing
66
Perform Due Diligence on Subcontractors
68
Be Realistic about Implementation
70
Review the Outsourcer Staffing Model
72
Stay Involved in RealTime
74

Integrate Social Networking
18
Evaluate SelfHelp Customer Service
20
Plan a Strategy to Achieve Business Goals
22
Understand Implementation Timelines
24
Understand Technology Objectives
26
Evaluate Voice Communication Options
28
Understand Operational Objectives
30
Manage the Potential Impact of Risks
32
Get Executive Commitment
34
Get Technology Management Commitment
36
Use a Structured Methodology
38
Validate Requirements
40
Plan Outsourcer Technologies
42
Identify Dependent Technology
44
Define the Deployment Process
46
Use Your IVR Wisely
48
Route the Call with Intelligence
50
Establish Security Guidelines
52
Promote a Security Culture
54
Define Desktop Security for the Agents
56
Reports Should Be Actionable
58
Monitor Customer Satisfaction in All Media
76
Monitor Call Quality
78
Communicate When Technology Breaks
80
Things Change
82
Disasters Happen
84
These Are My Rules What Are Yours?
86
Planning the Implementation Strategy
88
Life Cycle Methodology for Call Center Outsourcing
92
IVR Best Practices
96
Assessing Security
98
Questions Your BPO Will Ask
104
Change Control Activities
108
Three Letter Acronyms TLA
112
End Notes
116
About the Author
120
Your Rules
122
Books
124
A Message From Super Star Press
126
Back Cover
128
Copyright

Other editions - View all

Common terms and phrases

Bibliographic information