42 Rules for Outsourcing Your Call Center (2nd Edition): Best Practices for Outsourcing Call Center Planning, Operations and Management

Thinking Of Outsourcing Your Call Center? Read This Book! Companies of all types use call centers to keep in touch with their customers using telephones, instant messaging, Short Message System (SMS), social media sites and email. In an effort to reduce costs and increase profits many companies outsource their call centers often with no planning or preparation. Author Robert A. Best has worked with call centers around the world for over twenty years. He has seen, first hand, how successful call centers work and has developed insight into the intricacies of outsourcing call centers successfully. He shares that information in thi

It starts by answering the question "Why Outsource," and then guides the reader with rules from defining the project to selecting a vendor to the first go-live call. These businesses need outsourcers that can deliver high customer satisfaction and execute cross-sell/up-sell revenue strategies. '42 Rules for Outsourcing Your Call Center (2nd Edition)' is a compilation of real-life problems, lessons learned, pitfalls found, and practical approaches for planning, implementing, and outsourcing call center operations. This book takes the reader through the entire process from gathering requirements and setting goals, to identifying an outsourcing strategy and understanding and operational capabilities of a outsource partner. It provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization. Businesses continue to be challenged to find ways to minimize costs and maximize profits while retaining their customers with excellent service. They need to focus on customer retention and realize that running their own contact centers is not their core competence. The book is a foundation for anyone considering outsourcing their call center. The reader will learn