|
Customer Contact Outsourcing
What Every Client Needs to Know
The Foundations of Effective Partnerships
Effective Management and Governance
Sample Service Level Agreement
This document is a blueprint to help ensure that clients and OSP’s derive a mutually attractive agreement
Sample Business Case
This collection of Word, Excel and PowerPoint documents demonstrates how a typical Contact Outsource Business case Is
developed and presented
Sample OSP Business Model
This collection of Word, Excel and PowerPoint documents demonstrates how a typical OSP business plan is developed and
presented. (Designed to assist prospective OSP’s to develop their plans).
Outsource Operations Support functionality
This is a collection of eBooks covering all aspects of Outsource operation. Each book delves into different subject matter, and
guides clients and OSP’s with regard to best practices, risk avoidance and root cause analysis:-
Vendor and Client Account Management Practices and Principles
Quality Control and Outsourced Customer Contact
Contact Centre Agent Training in the Outsource environment
Contact Centre Recruitment for OSP’s and their clients
The bits and bytes of Contact Outsource Technology
Performance Indication, Metriculation and Management for OSP’s and their clients
Customer Relationship Management in the Outsource arena
Building and managing customer experience in the Outsource environment
The following Software Tools are also available:
Outsource Performance Management System
Utilises an array of quantitative and qualitative data to measure and report upon the performance of an
Outsource arrangement. Reports are broken down into functional areas, including: Csat, Staff, Technology and KPI’s
OSP Business Planning and Financial Modelling System
This is a collection of business planning tools developed to assist prospective OSP’ in building, designing and managing their
business plans and models.
Contact Outsource Costing System
A collection of tools to assist OSP’s in building pricing models based on input from financial reports and contact estimations. The
system also allows Outsource clients to estimate reasonable costs for particular campaigns and applications, allowing clients to
make faster decisions and improving the accuracy of published business case documents
Due Diligence Toolkit
OSP evaluation Tools
|
