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Preparation: Are You Ready to Outsource?
Although vendors may offer turnkey call center operations, the reality is that the company doing the outsourcing has a lot of work to do to ensure that its business processes are transferred smoothly.
"The biggest pitfall -- especially for the midmarket -- when looking at outsourcing is doing due diligence," says Verma, "picking the right process to outsource and selecting the right service provider. Companies think, 'Let's outsource our problem.' When you outsource a problem, it's still a problem."
Sealock says that companies need to plan the migration process thoroughly. He says there are three main ways to go:
- Optimize the call center business process and then outsource it, which requires the longest lead time and most internal talent but carries the lowest risk.
- Outsource the center, then let the vendor optimize the process, which carries relatively high cost.
- Do both at the same time, which Sealock warns carries the highest risk.
"Not picking your outsourcing scenario causes failure," he says. "The first scenario gives you the least gray hair. But a lot of companies do a poor job of documenting processes. A lot of times, you can get away with that in the family, but when you outsource that, you expose those weaknesses. Service levels take a hit. Productivity takes a nosedive."
Not surprisingly, consultants say that companies should hire consultants. "Get external support," says Verma. "You shouldn't have to know all this stuff."
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