As part of developing strategy for the outsourcing process and before initiating outsourcing, it is important for the business to assess its capability to manage the outsourcing program — from sourcing to governance.
Preparing the business plan for outsourcing seems to be a laborous task; what information should be made available, in what details, and when?
As cited by International Association of Outsourcing Professionals (IAOP), a professional organization involved in the industry, as well as offshoring and shared services – the outsourcing business plan provides a framework for organizing and providing the right information at the right time in a way that is consistent and useable at the various levels of the organization.
Used as a tool in establishing an interdependent management system with the business’ service provider, the outsourcing business plan is an essential guide through outsourcing process. Hereunder is the key sections of the outsourcing business plan:
-Provider Selection or Recommendations
-Risk and Risk Mitigation
-Division of functions, roles and responsibilities
-Division of assets and systems
-Management of day to day operations
-Management of the overall relationship
-Management of outsourcing contract performance
3. Human Resources
-Division of human resources
-Diagnostic of the client human resources needs
-Diagnostic of the provider human resources needs
-Incremental impact of transaction on the provider
-Provider’s valuation -Management of the financial process
-Client organization communication plan
-Provider organization communication plan
-Customer communication plan
-Regulatory, government and community communication plan
-Union communication plan
If you are one of the many organizations who are seriously considering outsourcing any of your business processes as a strategic move to increase efficiency while reducing costs, you are right on track.
Businesses can already attest that the concept of outsourcing delivers growth.
Outsourcing the call center is more like subcontracting or having another establishment – be it offshore, in handling or answering telephone calls on behalf of a business establishment. Presently, an increasing number of corporations are following the trend because of the low cost of professionals in emerging industries specifically Asia, which has become the center of outsourcing business.
By definition, a call center is an establishment that sends or receives telephone calls to its customers. Telemarketers or customer support staff does telephone calls to countries. The concept of outsourcing a call center is delivering results. By the onset an outsourcing company must be able to determine if by outsourcing, the company is generating sufficient revenue from sales.
By talking to its existing customers, a company is able to determine whether an outsourced center is not just cost effective, but also is meeting its objectives of helping to boost profitability or by increasing sales for example.
That is why it is important for a corporation to take into account the capability and reputation of a call center before contracting it to carry out its telephone services.
Upon initial assessment, hereunder may not be your primary considerations in outsourcing a call center however it may influence your decision making;
1) Support of the local government.
2) Subsidies and the availability of tax breaks from its local government.
3) The availability of the necessary utilities such as power and water and the access to public transportation.
4) Presence of a number of call centers in the community for an available competition.
5) Proximity from schools, colleges or universities to provide required skill that your business needs.