Key Process For Call Centre Selection

Call centre outsourcing has matured in the United States, Call centre outsourcing ratio is 12-15% in the United States, so much cultivated as COVENSYS, Tele technology, SITEL, tens of thousands of people listed companies. Currently in China there are many companies outsource the project is being or has been outsourced. Multinational and domestic enterprises and foreign enterprises outsourcing contract will choose to outsource some of the different business point of view, but basically still can be a key part of GM. Combination of past experience, sum up the following options call center outsourcing business critical processes and steps are as follows:

1. In the clear outsourcing project, set up project teams and contract evaluation committee (usually a member of the bid evaluation committee to have contact with 1-2 bit more than 5 years outsourcing provider, familiar with international rules and contract terms and key points of a question from members good)

2. For all initial screening of potential outsourcers seeking to issue an invitation (usually include the company sought the nature of the content, management background, history, seat size, annual turnover, shareholders nature, customer service, contact center distribution areas, support the language and other important information related needs. general contracting companies in different sectors of the question must be asked will be very different;

3. For the recovery consulting business, to enter a preliminary screening. At this point, can be represented (one person or several people) for the first time to do a simple exchange of business and study;

4. At the same time, further consolidation, analysis of their needs (including language requirements, seat number (it can be the workload (including voice and non voice)), service window, service area, offer models of hope, a variety of business skills required ;

5. Integrated into the complete RFP document, for the first visit to a qualified company to issue a formal RFP (including the key point is related to purchase patterns. Generally the cost of outsourcing business and general business skills are difficult to compare, so a good offer mode is very important, depending on the nature of contracting companies to design the project);

6. Receipt of all programs within the specified time and price (which can take two separate programs and offer a way), read the comments one by one the bid evaluation committee, to filter out some inappropriate business.

7. Outsourcer for the remaining time of the bid evaluation committee agreed to inspect door and listened to explain. (After listening to explain to the Employer questions, answers based outsourcer, and do self-described based. Usually the most stringent needs of the outsourcer under all participated in various departments, including IT \ people, financial, administrative, operational, business etc., and also need to interview front-line staff, from the grass-roots communication satisfaction, employee skills and corporate culture. for different departments also need to prepare for a different problem).

8. 2-3 qualified enterprises selected, while the negotiation and contract discussions (this requires greater skill Employer relatively attractive or project, it would be difficult to meet the outsourcing provider to the extent); also directly and a exclusive enterprise bargaining and discussion, could not agree to be selected again and the second in Outsourcer negotiations.

9. Selection of qualified outsourcing business, announced the winning bid notice. Both sides started the project implementation team and steering committee