Is it Time to Outsource Your Contact Center?

SUCCESSFULLY INTEGRATE YOUR NEW VENDOR

CONTRACT

STANDUP

MONITOR

IMPROVE

Draft a Binding Contract Drafting a binding vendor contract that covers everything you need is one of the most critical steps in this process. Be sure to enlist qualified expertise to help you craft it. Certainly, contract attorneys play a role here, but we also recommend leveraging the wisdom of your trusted contact center evaluation partners. They can help lock in the performance and cost levels you seek in the most beneficial ways. They will help craft an agreement that keeps you in control. They’ll help you avoid the omissions and wording nuances that can lead to nightmare scenarios down the road. And they can share industry pricing benchmarks to make sure negotiations remain fair. Things to Consider When Onboarding Your Vendor As the contract is being negotiated, thought should be given to vendor standup so that your team can begin the transition from your internal call center before the ink has dried. Identify which platforms, processes, and departments need to be changed or finetuned to integrate seamlessly into your success plan. The current state evaluation and capability model of the new vendor comes into play, as does the evaluation report about your internal department. The findings in these reports evolve into the basis for an integration plan. Monitor for Success Key players, processes, and systems have already been identified. Your integration team will now use this information as they proceed with standup. KPI and other measurements during this phase, and after operations fully begin, will provide a clear view of whether goals are achieved. Continuous Improvement Sub-components of an integration plan should include project, communication, and change management plans. Each plan spells out the details of each step, the timeline, and identifies the owners. These will help smooth and soothe problems such as revenue dips, culture collisions, job fears, low morale, lowered productivity, and other roadblocks. See our blog on Change Management for more details.