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

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

Description

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 sense How to define an outsourcing approach What to look for in an outsourcing partner When to determine if agents can work at home How 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.

Table of contents

Copyright Page......Page 4
Praise For This Book!......Page 5
Dedication......Page 8
Contents......Page 9
Introduction......Page 13
Rule 1: Rules Are Meant to Be Broken......Page 16
Rule 2: Ask "Why Outsource?"......Page 18
Rule 3: Define an Outsourcing Approach......Page 20
Rule 4: Know Your Customer Expectations......Page 22
Rule 5: Communication Is the Key to Customer Relationship......Page 24
Rule 6: Determine Communication Modes......Page 26
Rule 7: Govern Work-at-Home Agents......Page 28
Rule 8: Integrate Social Networking......Page 30
Rule 9: Evaluate Self-Help Customer Service......Page 32
Rule 10: Plan a Strategy to Achieve Business Goals......Page 34
Rule 11: Understand Implementation Timelines......Page 36
Rule 12: Understand Technology Objectives......Page 38
Rule 13: Evaluate Voice Communication Options......Page 40
Rule 14: Understand Operational Objectives......Page 42
Rule 15: Manage the Potential Impact of Risks......Page 44
Rule 16: Get Executive Commitment......Page 46
Rule 17: Get Technology Management Commitment......Page 48
Rule 18: Use a Structured Methodology......Page 50
Rule 19: Validate Requirements......Page 52
Rule 20: Plan Outsourcer Technologies......Page 54
Rule 21: Identify Dependent Technology......Page 56
Rule 22: Define the Deployment Process......Page 58
Rule 23: Use Your IVR Wisely......Page 60
Rule 24: Route the Call with Intelligence......Page 62
Rule 25: Establish Security Guidelines......Page 64
Rule 26: Promote a Security Culture......Page 66
Rule 27: Define Desktop Security for the Agents......Page 68
Rule 28: Reports Should Be Actionable......Page 70
Rule 29: RFPs Are Only As Good As Your Requirements......Page 72
Rule 30: The Devil Is in the Details......Page 74
Rule 31: Go with Your Gut (and Some Analysis)......Page 76
Rule 32: Know If the Outsourcer Is Outsourcing......Page 78
Rule 33: Perform Due Diligence on Subcontractors......Page 80
Rule 34: Be Realistic about Implementation......Page 82
Rule 35: Review the Outsourcer Staffing Model......Page 84
Rule 36: Stay Involved in Real-Time......Page 86
Rule 37: Monitor Customer Satisfaction in All Media......Page 88
Rule 38: Monitor Call Quality......Page 90
Rule 39: Communicate When Technology Breaks......Page 92
Rule 40: Things Change......Page 94
Rule 41: Disasters Happen......Page 96
Rule 42: These Are My Rules. What Are Yours?......Page 98
Appendix A: Planning the Implementation Strategy......Page 100
Appendix B: Life Cycle Methodology for Call Center Outsourcing......Page 104
Appendix C: IVR Best Practices......Page 108
Appendix D: Assessing Security......Page 110
Appendix E: Questions Your BPO Will Ask......Page 116
Appendix F: Change Control Activities......Page 120
Appendix G: Three Letter Acronyms (TLA)......Page 124
Appendix H: End Notes......Page 128
About the Author......Page 132
Your Rules......Page 134
Other Happy About Books......Page 136
A Message From Super Star Press......Page 138
Back Cover......Page 139

Details

  • Author: Geoffrey A. Best
  • Publication Date: 2011
  • Publisher: Happy About
  • ISBN-10: 1607730685, 1607730693
  • ISBN-13: 9781607730682, 9781607730699
  • Pages: 139
  • Format: pdf
  • Size: 747.5K
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