join us in this highly interactive, controversial, potpourri discussion on outsourcing. handout...
TRANSCRIPT
Join us in this highly interactive, controversial, potpourri discussion on
outsourcing.
Handout loaded with outsourcing resources will be
provided to those in attendance.
Considerations for Outsourcing: The Good, the Bad, the Ugly
Presented by: Ivy MeadorsPresented by: Ivy MeadorsHigh Tech High Tech High TouchHigh Touch Solutions, Inc.™ Solutions, Inc.™
www.hthts.com ~~~ [email protected] ~~~ [email protected]
“You’re job is going to another company, probably
offshore.”
Shock, surprise, anger, disbelief, betrayed,
fear
Out-sourcing
Co-sourcing
In-sourcing
Why Do Outsourcing Efforts Fail?
1. Unrealistic service levels
2. Ineffective, inaccurate metrics
3. Data isn't effectively captured and shared
back with the primary enterprise
4. Failure to communicate culture change
5. Don’t understand why the need to change
“Actual outsourcing costs”
Are the Cost Reductions Real?
Risks
Legal Considerations
Service Levels
Up-sellingCross-sellingValue-selling
Economic impact
Culture considerations
(country and company)
Training Requirements
Technology Considerations
Reachablilty and Understandability
Using Outsourcing to Fuel Success
Keys to Outsourcing Success
“Every customer should be made to feel that the company cares about them personally.”
“Every customer should be made to feel that the company cares about them personally.”
1. Gather proper data and evaluate
2. Service levels
3. Build a loyal customer base
4. Offer superb value and service
5. Understand the lifetime value of the effort
6. Guarantee this is the best thing for the
enterprise AND the people
The enterprise must have:• The right liaisons
• A strategy in line with the business
• Do-able, measurable service levels
• Proper culture
• Incredible communications
Ensure a successful outsourcing effort
Manage costs, thinking of the entire company, not just your own group.
Call Centers/SMEs are the front door to your external customers and Help Desks are the backbone. The outsource provider must focus on the
customers just as you would.”- Ivy
Call Centers/SMEs are the front door to your external customers and Help Desks are the backbone. The outsource provider must focus on the
customers just as you would.”- Ivy
Function as if it is Your Own Business
1. Customer-centric business strategy to create
and sustain long-term relationships
2. Philosophy that aligns company activities around customer needs
3. Technology considerations
“Don’t make it complicated!”
Is the customer getting better service at a lower cost to the
corporation?
Bringing it home
I would I would love love to hear from you,to hear from you,
[email protected]@hthts.com
High Tech High Tech High TouchHigh Touch Solutions, Inc. Solutions, Inc.Ivy MeadorsIvy MeadorsSpeaker, ConsultantSpeaker, Consultantwww.hthts.comwww.hthts.com(425) 398-9292(425) 398-9292
Sign up for eSharings at www.hthts.com
Disclosure
Resources provided by High Tech High Touch Solutions, Inc.™ do not in any way intend to show favoritism to any one product or company, nor to infer recommendation. The resources are not intended to be all inclusive.
We have provided this information to offer you resources that may assist you in your efforts to enhance your customer service offerings.