Which areas should you monitor in a customer service outsourcing deal?

OABPO Blog Team Published on March 11, 2014

customer-service-outsourcing
For some companies, signing a customer service outsourcing contract signifies the completion of the entire outsourcing process. They almost completely give up control over their customer care unit believing that the service vendor can take care of this business aspect on its own. What they might fail to realize is that any outsourcing deal is a partnership that requires active participation of both the client and the service provider.
Signing the deal is the start, not the completion, of the outsourcing venture. You must continue overseeing the customer service strategies, costs, and employee performance to avoid losing managerial control over them.
Here are some of the core functional areas that need regular monitoring from you and your outsourcing partner to make the business arrangement successful:

• Costs

customer-service-outsourcing-

It is necessary for both parties to determine the pricing and scope of the customer service outsourcing contract during the negotiation phase. Know how much you could save from this partnership and how much your partner would earn from you.

Be updated about currency and wage adjustments in your offshore operations site to keep hidden costs from forming.

• Communication

There should be consistent contact between you and the outsourcing firm, as well as regular and clear exchange of feedback to be able to relay instructions and receive development reports from each other. These can be delivered via sturdy communication channels, or alternatively, you could station a liaison officer in the remote operations site to update the management of both sides about work-related matters.

• Performance

Monitoring the performance of your outsourced staff will let you know whether they adhere to the rules, parameters, and strategies mentioned in the contract. Aside from performance metrics measured by your provider, you should also ask for accountability and conduct reports to take action on erring employees who might cripple the effort of the team.

• Risks and crises

Both sides of the engagement should study the various risks and crises that the operations may face. Agree on the crisis management, back-up plans, and business continuity methods to be used. Decide whether these should be provided by the outsourcing firm or if your mother company should temporarily handle operations that were halted by disasters in the offshore site.

Customer service outsourcing is indeed a partnership that requires hands-on management from both the service vendor and you, the client. It would only be successful if you maintain control over its crucial aspects before and during the contract takes effect.

Join us on facebook
Open Access BPO 20 hours ago
Open Access BPO 23 hours ago
Open Access BPO 3 days ago
We're stepping into the future.

The next chapter of Open Access BPO is almost here.

Be part of it.
Open Access BPO 6 days ago
Over the years, you've known us as a trusted BPO partner. Now, we're stepping into the next chapter, just beneath the surface.

Fresh, thoughtful, and ready for what's ahead.

Be there to see what’s next.
Open Access BPO 41 days ago
For global businesses, #outsourcing has evolved beyond a cost-saving measure into a strategic pillar for building true business resilience.

𝗔 𝗿𝗲𝘀𝗶𝗹𝗶𝗲𝗻𝘁 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗶𝘀 𝗼𝗻𝗲 𝘁𝗵𝗮𝘁 𝗻𝗼𝘁 𝗼𝗻𝗹𝘆 𝘄𝗲𝗮𝘁𝗵𝗲𝗿𝘀 𝗱𝗶𝘀𝗿𝘂𝗽𝘁𝗶𝗼𝗻𝘀 𝗯𝘂𝘁 𝗮𝗹𝘀𝗼 𝗮𝗱𝗮𝗽𝘁𝘀 𝗮𝗻𝗱 𝗲𝗺𝗲𝗿𝗴𝗲𝘀 𝘀𝘁𝗿𝗼𝗻𝗴𝗲𝗿.

❓ How do you future-proof your business in an unpredictable market?
❓ What is your approach to building a business that is built to last in an unpredictable market?

Learn more about creating an unbreakable business model, continue the conversation with us over at: https://buff.ly/N4b8hOD

________________________________
Brands trust Open Access BPO in building resilience, with our customized solutions and a diverse, multilingual workforce that strengthens their operations.

Don't wait for the next market shift—connect with us now to start building your unbreakable business:
https://buff.ly/rWaK05N

#WeSpeakYourLanguage
#PhilippineCallCenters #BusinessContinuity
#BusinessResilience #StrategicOutsourcing
#B2B #FutureProofing #BusinessAgility
Open Access BPO 56 days ago
Disasters can happen at any time. So, if you're thinking about #outsourcing to a #CallCenter.

The best thing you can do to ensure your ops' resilience is to choose an #OutsourcingPartner with robust #DisasterRecover and #BusinessContinuity strategies.

Here's why and how (plus tips for implementing a successful outsourcing strategy):
https://buff.ly/Zf9nscz

——————————
Open Access BPO's commitment extends beyond exceptional #CX.

Our robust information security strategy ensure the protection of your data, even in times of disaster: https://buff.ly/TVHntWT

#WeSpeakYourLanugage
#PhilippineCallCenters #DisasterPreparedness
#BusinessResilience #RiskManagement
#CrisisManagement #EmployeeSafety