Outsourcing of call center management (in) We mentioned above, in the choice of his own contracting business partner after the management of late they are often some of the wrong ideas and practices, I listed four. That they are wrong in what the specific outsourced side it, Let&#39;s analyze. First, outsourcing, the daily quality of service, possible risks, using strategies and implementation details should all be considered by the service provider Zi Xing, address, and contracting business does not matter. Comments: When in any corner of the world&#39;s users reload their Microsoft operating system, pick up the phone to contact Microsoft to re-activate the product requirements, and satisfactory service, when given praise. We can tell the user just for their service to this customer service is likely not a Microsoft employee, but only Microsoft partner a member of the company. And the customer service performance directly affects the user&#39;s evaluation of Microsoft. Therefore, service providers final analysis, the object is still contracting services to commercial customers. If the service is good, by customers will be directed contracting business, and businesses can benefit; the other hand is still the loss of their enterprises. So now more and more outsourcing is not simply from a cost perspective, but from the tactical requirements of the strategic development starting. Contracting and service providers are partners in shared interests, so contracting business in the chosen their own partners, the need to keep to their daily work, help and guidance, and even provide resources to ensure that service providers really good service contract providers, their customers. Second, service providers are B, is the contracting business subsidiary; so contracting business is to continually raise the work requirements, and service providers to meet on the line as long. Comment: Service providers and contracting business is different from the role of the two roles, there is no superior-subordinate relationship. For example when a person took out a 100 yuan real money you spend 80 yuan to buy, What would you buy? I believe that most people would agree buying it. Contracting business looking for partners, too, although the contracting companies spent the money, but the service providers because of their professionalism, it has created a contracting business contracting their spending the same money and effort can not achieve results, he proved himself value. Therefore, this cooperation contract providers and service providers is a win-win situation. But why daily work, we often see the situation is the contracting business in the orders, service providers follow the action? That is because the contracting business on his own business development, performance indicators have a more explicit planning and requirements, he played in co-operation is the role of helmsman, while the service provider plays the role of the crew. Helmsman proposed instructions must be clear, reasonable, and not frequently changed direction. The crew members need to actively work in accordance with helmsman&#39;s command, the boat towards the target. Third, if the current service provider was in trouble, contracted providers can now import the second provider. So, never accounted for in the contracting business dominance. Comments: It is indeed contracting business needs can change according to their service provider, but in the process of replacing the negative impact will be enormous. For example, as soon as the contracting partners of both companies told the partnership will end in a month, predictable service provider&#39;s overall service quality will immediately occur within 1 month to decline rapidly. This is only the beginning of the difficulties in the subsequent data transfer, staff transfers, new supply providers are familiar with a range of business and meet the requirements process, the contracting companies still face many unexpected problems. Once the customer experience because of these problems affected contracting companies will face more severe challenging. Therefore, the proposed contract providers, service providers when choosing not to focus only on cost factors, but rather from a combination of factors to consider, if not easily set the partner replacement, or lose out to still own. Recently heard a well-known outsourcer because they provide cheap succeeded in a list of more than 200 seats. However, in implementation of the project found that because the offer was too low, can not cover the cost of the project, resulting in a significant loss of personnel, the project ran aground in the state. Thus the business of contracting greatly affected, had planned to re-bidding. Fourth, once the service provider into a process or improvement measures, they will automatically do it well. Comments: According to my observation, the absence of some measure of power or, most service providers are not entirely under the requirements of the implementation of a contracting business improvements or import an optimization process. After all these extra people, time and effort. The internal management of many enterprises is the clean-up-style management, which is superficial work done well, it was time to check the performance of good, but daily work is another style. So when the contracting business partner requirements change, we must set good expectations of the time change took place, and quantifiable indicators, to urge service providers to implement improvement measures in place. CC-CMM research center of Fudan University &quot;issued by China&#39;s call center operations in 2009 Benchmarking Report&quot; noted that China currently has approximately 24.3% of enterprises will outsource their call center. Although the past year, some businesses and consumers the sake of the global economic crisis will affect the existing outsourcing plans. However, the Chinese mainland in 2009, call center outsourcing market is still more than 17.6% growth. Call center outsourcing market boom to a number of service providers with opportunities, in recent years full-time version of emerging outsourcing companies everywhere. The service provider specifically what to do to ensure success of outsourcing, effective? I do think that at least three steps: clear the contents of the cooperation contract signed, the project initially focus on the overall planning and control, project mid-term action to regulate The first step: clear the contents of the cooperation contract signed To achieve contract clarity, we often can include three sections: the main agreement, the supplemental agreement and job description. The information contained in the Master Agreement: Company obligations, fees and payment terms, the definition of sub-work, confidentiality provisions, ownership and licensing; Guarantees and statements, insurance content, tax, the agreement period (default clause); The information contained in the Supplemental Agreement: project implementation requirements of the facility, disaster recovery requirements, duration and content of training requirements, safety obligations On-site inspection regulations, etc.; The information contained in the statement of work: outsourcing the project scope of work, service provider organizations to implement project requirements, performance objectives, employees can use the definition of resources, services and processes and norms; In order to ensure that the contracting and service providers are authorized to sign the two sides, but also work as a guide for cooperation late contract, we need to complete the five steps. Step One, Begin with the End The reason why some co-operation will fail, that is, lose at the starting point. Because some participants contract negotiation contract negotiations will end as a &quot;destination&quot;, to get both sides to sign the contract is defined as &quot;successful.&quot; So the two sides in the contract development process will not take full account of implementation of the project may face the problem or need in order to ensure the success of the project resources are. To avoid similar problems occurring in the discussion and formulation of contracts, the proposed contract providers and service providers to think of the project has been implemented for some time, and we may face the problem what the? How will the implementation of the project status? The two sides have the ability and resources to be able to ensure the smooth development of the project? Step two, to help each other prepare Contract-making process, some contract negotiators for trying to protect the successful signing the contract, will work hard to make full disclosure of information from relevant stakeholders or restrictions involved. In fact a clear need for co-operation contracts covering all aspects of the work involved in order to avoid future work on the contract terms and scope of the confusion and controversy, discussion and development of the contract when the need to ensure that contracting and service providers and other relevant personnel full participation, and face to face discussions and negotiations. Agreement, the text of the relevant information included in the contract. Step three, to the common responsibility of concerted Contract negotiations are often filled with a natural &quot;we&quot;, &quot;them&quot;, &quot;you&quot; hostile mental, and in this atmosphere, the negotiating parties will unconsciously as his two hostile camps. But as I said earlier, contracting and service provider is a different take on board the responsibilities of two roles. The two sides should discuss the process of making the contract may face common problems and challenges, the establishment of a trust, interdependence, mutual aid environment. Step 4, send a voice Team in contract negotiations between the parties to reach agreement on the content of the contract, the contracting and service providers need to both parties involved in the project implementation team members were presented and the terms of the contract statement of work (SOW). And must pass the information to ensure consistency, while ensuring an accurate understanding of the relevant members of the content of the contract. To avoid future occurrence of the process of cooperation assume or assumed by contract providers, manage, and service providers to work with feel the situation. Step 5, the same as business process management contract negotiations We must ensure that the &quot;implementation-oriented&quot; thinking runs through all contract negotiations always, to avoid contracting business with &quot;no mercy&quot; attitude to squeeze as much as possible &quot;cost effective&quot; contract, the enforceability of the expense of home; the same time , a service provider to obtain the project, the first &quot;turning back&quot; promise, even if simply can not be honored. To do this, we can increase the contract awards truly reflect the value of some of the terms or increase the number of control elements.
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