Frequently Asked Questions on Business Process Outsourcing Services:

Q: What selection Criterion to ponder over, before outsourcing your Call Center ?

Selection of a partner

Whether you decide to outsource or co-source, your relationship with the service agent is of utmost importance. Communication between the two firms should be crystal clear for the relationship to flourish.

Measurement of benefits

Companies can use quantitative metrics or monitoring systems to measure the service levels of the service agent. For example, if a company has outsourced a Call Center for a marketing campaign, then the company can use the sales/day method to assess the feasibility of the service.

Value for money

Although, the cost benefits can be realized almost instantaneously, companies should assess the overall feasibility of the service. Un-quantifiable measurements such as customer relationship, target sales are often ignored.

Q: What are the Principles for successful Call Center outsourcing?

Successful management of relationships Benefits measurement not only in costs but also overall service benefits Clarity on what you want the Call Center to achieve Realistic and focused goals made clear to the Call Center Exit strategy evaluation Ensure low staff turnover

Q: What are the Problems that may arise in outsourcing?

Inability to achieve targets Cost/pricing issues Improper management Poor integration of Call Center with the organization Inability to maintain service standards Lack of focus Considering the above factors, it is always a wise decision to try and resolve the problems since finding a new outsourcer can take considerable time and also affect the business.

Q: Questions to ask your outsourcer before entering into an agreement

Connectivity and Infrastructure reliability Experience in the industry List of clients References Deep understanding of the agreement Breakdown of costs Level of linguistic skill Training and ongoing development