Call Center outsourcing can involve a range of factors. For example:

• People

• Hardware/software

• Equipment

• Facilities (space and related services)

• Third-party contracts and agreements

• Processes, functions, activities, processing inputs and output

Equally, very many questions arise, as with all outsourcing exercises. For example:

• How will the provider take full responsibility for the service desk unit?

• How will the provider begin to use space in the existing facilities, or the service desk unit will be moved to their facilities?

• How will any pieces of equipment transfer to the provider?

• How will existing warranties transfer to the provider?

• How will existing software licenses transfer to the provider?

• How will existing maintenance contracts with third parties transfer to the provider?

• How will interfaces occur during the transition?

Then there is the vital question of transition. How will this be managed? This is in fact a sub-project in its own right. See our transition planning page for more information.

There are obviously countless other issues to consider as well, including personnel and human resource matters. However, call center outsourcing is now a familiar path. It has been managed successfully countless times. The lessons have been learned. 

The Call Center Management Toolkit

It is now possible to benefit from these lessons by deploying an established road map and kit. This is essentially a collection of items designed to take much of the pain from planning and implementing the outsource itself. It includes:

• An introduction To Call Center Strategic Management

• A Service Level Agreement

• The Call Center Management Presentation & Training Module

• A Benchmarking Metrics Audit Kit

• Service Desk Fact and Reference Sheets

• Transition Plan (Outsourcing)

• A Service Level Requirements Template

• A Contract BluePrint (Outsourcing)

All are provided in 'editable' format: MS-Word, PowerPoint and in the case of the benchmarking hit, Excel.