Outsourcing Best Practice – Rules of Engagement

On November 17, 2011, in Outsourcing, by Business Development Group

optimSuccessful outsourcing relationship depends on not only having a strong governance process but also a well defined and implemented rules of engagement.

On the onset, it is best to establish strong and stable relationships with clear and open communication, respect and clearly defined project goals and parameters which can all significantly help a company develop and maintain a positive working relationship with your outsourced department.

Also, develop clear expectations with the vendor with regard to the projects. Develop conflict resolution strategies with the IT team and write these down. Agree upon steps of remediation to be taken if conflicts arise.

These are some of the best practices from the industry examples:


A “user’s” version of outsourcing contract, defining in business terms the requirements and obligations provided in the contract.

    Read related article: Call Center Facts


A training class for users of services on what has changed or will change under the outsourcing agreement (sometimes, this is referred to as “what’s in, what’s out”).

Read related article:Inbound Call Center Services


A book of policies, procedures and forms that define the normal interaction requirements between the using organization and the service provider.

Read related article:What is Outbound Call Center Services


A clear definition and communication path for escalation of issues that are not covered by the rules of engagement.

Read related article:Outsourcing a Call Center


Periodic briefing on changes as a result of governance actions.

Read related article:Steps in Building a Call Center

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