Before organizations decide to outsource call center activities, they need someone to help them think through and resolve following questions:

• Why do we think call center outsourcing vendor will be more effective than in-house?
• Who is responsible if call center outsourcing vendors violate government regulations?
• Is learning curve long or short for call center our services and/or products?
• Will call center outsourcing vendor maintain same courteousness that we do?
• What is track record of call center outsourcing vendor?

• Should be keep part of call center in-house to serve as a benchmark?
• Do we pay for call center by hour per person; by 100% commission, or by hourly fee plus bonus?
• Who is responsible for call center script?
• Who is responsible for call center telephone equipment, predictive dialer, and related software?
• Who will manage call center outsourcing vendor?
• What performance results should be included in contract?
• What exit terms need to be included in contract?

Maurice Greaver (Washington, DC): author of Strategic Outsourcing, best selling book on Outsourcing on www.amazon.com. Wrote and taught American Management Association (AMA) seminar on Outsourcing. Writing second book on Outsourcing. Greaver has been actively involved in outsourcing as advisor to organizations who are exploring and/or implementing outsourcing initiatives.

Ken Kipers (Dallas): former Executive VP of Fortune 500 company.  Helps companies with their outsourcing decisions and only gets paid on a percentage of savings that results from outsourcing.  This approach minimizes an organization's risk, but usually ends up with a greater payment to Ken's group. Ken has a Ph.D. 

Call John Antos at 972-980-7407 to find out how better Outsourcing can help you reach your goals and give your peace of mind