Prepare a detailed Business Case
Building a robust Business Case that examines
all of the possible in-house, outsourced and combined solutions,
that is based on a thorough review of the organisation’s
business needs and growth ambitions, and is centred upon a
recognition that customers are key to the organisation, will
determine whether outsourcing is, in reality, the most appropriate
course of action.
In addition, the Business Case which exhaustively
and exactly specifies the work that needs to be done and its
expected benefits will provide a sound and stable foundation
for the selection of a call centre service provider. It will
also serve as a starting point for the development of an outsourcing
relationship based on a clear understanding of each party’s
responsibilities and expectations.
This will enable you to understand key information
collectively, so that there is a commonly agreed way forward
and a reduced chance of a last minute change of brief from
an internal source.
It is vitally important at this stage to
involve the individuals and departments who have direct responsibility
for some aspect of the customer experience; most obviously
the sales and marketing, customer service and customer support
departments. They, clearly, will have the greatest concern
for the impact any outsourcing decision will have on the customer
It is almost certain, too, that procurement,
finance, HR, IT and in-house legal departments will also be
involved. Given the often complex legal issues that can arise
when outsourcing and that an organisation’s legal team
will need to ensure that the contract reflects the organisation’s
requirements, it is always best to involve the lawyers at
an early stage in the process, even if their involvement is
limited until the tender and contract negotiation stage.
The completed Business Case should give absolute
clarity on the following points:
• What is to be outsourced –
a detailed scope of the work
• How it will be outsourced –
the outsourcing model, number and type of service providers
• The in-house cost base against which
the cost of the outsourced service will be benchmarked and
an analysis of risk, of the process and of outsourcing
• How success will be judged –
an outline of the service level agreements, quality criteria
(including desired agent behaviours) and performance targets
the OSP will be expected to meet and the measurement criteria
that will be applied outsourcing deals
The Business Case should address these issues:
• The business objectives and background
to the outsourcing decision.
• Descriptions of the services and
processes to be outsourced, with documented business processes
• Current activity sources, volumes, durations and patterns.
• Forecast activity levels and reasons:
marketing plans, organisation growth forecasts, etc.
• Current service level and key performance
• Systems requirements, management
information, quality and reporting requirements.
• Timetable for the project, with milestone
dates to be achieved.
• Key personnel and responsibilities.
• Costs, budgets and projected return
Once the Business Case has been specified
in detail, it is possible to identify the type of organisation
most likely to meet your objectives in terms of experience,
size, capabilities, location and management style.
Identify, qualify and create a list of potential
outsource service providers:
With the primary qualification criteria in
mind, it is now time to draw up a list of potential call centre