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Outsourcing Tips

Ensuring that Suppliers, to whom you regularly Outsource Services, work well with your on-site staff and project work-flow…can be tricky.

Here is a list of tips that can help you effectively manage outsource staff:

  1. Don't sell outsourcing to upper management as a cost savings measure
  2. Know your per-user/per-call support costs going into negotiations
  3. Insist that vendors perform due-diligence research before bidding on a contract
  4. Spell out agreed-upon service levels, penalties and incentives in the contract
  5. Insist on a contract manager and help desk staff that are dedicated to your company
  6. Budget 5% to 10% of the total contract price for internal management of the contract
  7. Continually and regularly conduct internal user satisfaction surveys
  8. Build annual service level reevaluations into original contract
  9. Keep Outsource Supplier(s) "in the loop"
  10. Clearly define the scope and time frame of a project
  11. Regular staff must feel that Outsource Suppliers are "part of the team"
  12. Establish a staff contact or supervisor for Outsource Supplier members
  13. Be precise about your payment arrangements
  14. Be clear about sign-offs and approvals
  15. Maximize use of technology such as E-mail
  16. Respect one another's time
  17. Allow for a "learning curve" at the start of a relationship or project
  18. Communicate
For complete details on any of our Blended Customer Service Call Center Solutions, please contact Geoff Laurin at 1-888-468-9609 or email us at info@clientelplus.com.

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