Advise to outsource service provider
- Would ask my outsourcing/off-shoring service provider to ensure that a governance process is put in place in the contract that will establish
- Baseline productivity and quality of deliverables
- Measure against the baseline over the life of the engagement. The responsibility of getting metrics data would not just be with the service provider but also with the buyer company. Establishing a governance process helps the buyer and seller of services measure the success factors resulting in a win-win situation. - A contact centre that is not only efficient and professional but can also caters to the key languages spoken in the business world. Mandarin, English, French, Business Japanese, Spanish, German, Cantonese, etc
- When in the beginning a service is outsourced, the motive is cost advantage. Once the monetary gains start becoming evident then the companies start wanting more from the provider in terms of quality, service, and innovation. So the one thing that the service providers need to do today is bring 'innovation' into their culture. this is what will make the clients stick with them and sustain offshoring in years to come.
- A key factor in the growth of outsourcing/partnering is to have the providers add value to the project beyond the cost differential. By adding and assisting the business logic aspect of any project the provider enhances opportunity for success for that project. this is where smaller more nimble players can gain tactical advantage
