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Expert: Choose outsourcing contract wisely
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Making the right decision when outsourcing is crucial, with customer service being a key element to it, according to an expert. Identifying what each party is meant to do when entering into a customer management contract is key to the success of it, as suppliers cannot be expected to inherently know what is needed from them, Martyn Hart from the National Outsourcing Association tells MyCustomer.com. Making a decision based purely on cost factor can often prove more time consuming and pricey later on, the expert asserts. Now firms are tending to make decisions based on the location of the contact centre and how well it will suit their needs, rather than the amount of money it will cost them. This change in focus is in turn having an effect on the suppliers, with a greater emphasis now being placed on quality of service and good customer management skills. According to the source, suppliers who have the ability to tailor their services and meet specific objectives from the end user will profit in this new market. Mr Hart states these firms will now have a "competitive edge", leaving others playing "catch up". Recent publicity has focussed on the poor performance of some contact centres, with some blaming the provider and others placing the fault with the company who outsourced the work. According to Mr Hart a number of factors should be considered before entering a contract with a supplier, including checking in-house processes are complete before the external connection is set up. Following this, allocating sufficient resources on both sides of the contract can be key to its success, as a lack of resources can result in "tough times ahead", he states. In addition, the firm must retain "an element of ownership" over the deal as Mr Hart warns not doing so can result in losing control over the customer's experience. ComputerWeekly.com recently reported outsourcing began in the 1990s, when IT departments wanted to move their fixed costs. In addition, the source states outsourcing is a good way to trial new technology without having to experience the full implementation costs. Azzurri is helping organisations make their contact centres work better with a focus on multimedia blended contact centres.  |
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