Outsourcing

Outsourcing is not subcontracting. Outsourcing involves possible restructuring and management.  Consider your outsourcing partners on an equal standing and as part of your team.

Distance promotes objective performance evaluation, so don't set unrealistic early goals.
Focus on solutions, not problems - because people are people - they will arise.
Ensure the service bureau understands the culture of the (client and) campaign.
Once a trial period has been successfully passed, establish a standard 5 year service agreement  to get both parties to truly commit.

Once your partner has got it right, you don't want them looking elsewhere because of lack of any commitment. Seek only partners' with a core project identity that run similar campaigns to your outsourced campaign and not multiple high turnover campaigns.
Ensure your partners staff have a low turnover rate, a relevant training program and key support management.
Establish trust, a common belief and joint goals.  Outsourcing is all about relationship management.
 
 Here is a short checklist when you are choosing an outsourcing partner:
 
•    Experienced staff and account management expertise
•    Competitive pricing
•    References, reputation and a verifiable track-record
•    Financial stability
•    If the application is agent-based rather than hardware-based
•    Technology capability and growth potential
•    Flexible call handling capacity
•    Its ability to be proactive and generate initiatives that affect the bottom line and     the quality of the project.
•    Its ability to supply diagnostic performance/service level metrics and     business/financial target metrics.

T Direct can work with your team in designing the right approach to outsourcing or in sourcing your call-contact center operations.

Call Center Outsourcing

Call Center activities are an ideal candidate for outsourcing. Over the last three years the call Center Industry has been one of the major growth areas for outsourcing. What was once an important internal function, is now just another commodity which can be performed better, faster and at lower costs by outside agencies.
 
Traditionally service bureaus have:

serve as a bridge by handling high call volumes during peak seasons and product launches. allowed firms to test something new without incurring capital expenses. to stay competitive by offering the latest technologies and an empowered, well trained staff. Have been a sound model for diving into sometimes uncomfortably new and complextechnologies, such as live web connectivity/web dialogue.

 
An in-house call Center can actually erode shareholder value.  Call Centers today require buckets of capital expenditure dollars to maintain and continually upgrade their infrastructure, technology and staff training to ensure happy and satisfied customers.  It is very difficult for an in-house operation to compete with a current best-practice specialist service provider.
 
A typical in-house call Center is measured on call production - the cost of each transaction rather than Call Outcome - customer retention or prospect handling.  Successful call Center service providers fully understand the importance of both sets of metrics.
 
Who Outsources ?
 
1. Firms who have an internal T.M. or C.C. capability but realize some or all campaigns can be better performed at less stress and money outside.
   
2. Firms with no internal T.M. or C.C. capability, who have all their 'campaign eggs in one basket'/one contracted (outside) C.C. but have seen the light and now use up to 3 or more C.C.'s to farm-out their various types of campaigns.  The result: a healthy, competitive work assurance policy/supplier arrangement.
 
3. Call Centers , small C.C.'s to large C.C.'s with the latest hardware
large C.C.'s to smaller lean, specialist C.C's.
C.C.'s to C.C.'s to handle: call over-load. out-of-hours call handling specialist client 'add-on' multi-lingual or technical campaigns.

Our "on-demand" on-site services, we provide complete IT outsourcing solutions for small medium and large sized businesses. We also provide a wide range of vendor solutions through our vast network of partners. In the long run, we support your network with regular maintenance and remote monitoring.