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Survey Design & Data Analysis Workshops
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Customer Contact Outsourcing
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Book 1 : What Every Outsource Client Needs To Know
Is the first book in Brownell O’Connor’s ‘Outstanding Outsourcing’ trilogy. With 15 years experience in the global Contact Centre industry and numerous executive postings in multinational, Contact Outsource organisations, Dr. Brownell not only offers clear, salient advice but he brings it all to life with a multitude of case studies and real life examples.
Brownell descends from a long line of “Seanachai” (Shan-a-key) - the story-tellers of ancient Ireland. In days of yore, the Seanachai travelled the width and breath of the land bringing news and tales of far off places. The “Seanachai” often accompanied their tales with the “fiddle” (Violin) in a form of ballad that Brownell remarks, is not entirely unlike modern-day RAP. The Doctor is unlikely to be seen playing the “fiddle” or rapping, but apart from that, for this “Fear Umpur Scealta (man of many tales), anything else goes.
Key topics covering
The Outsource decision
Preparing the Outsource Business Case
Selecting the most suitable Service Provider
Offshore considerations
Book 2 : Foundations of Effective Partnership
Key topics covering
Preparation of the RFP
The tender process
Evaluation of OSP bids
Effective due diligence
Preparation of the Service Level Agreement
Contract negotiation
Preparing for the headaches of transition
The induced complexities of offshore
Book 3 : Effective Management and Governance
Key topics covering
Implementing the Outsource Program
Overcoming transitional hurdles
Outsource Governance (onshore and offshore)
Effective Reporting Strategies
Maintaining the functional partnership
Dealing with disaster
The time for re-negotiation
The time to walk away
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In addition to the Outstanding Outsourcing publications, the Doctor has also published a collection of material that includes hardcopy books, ebooks and software tools designed to assist Outsource Service Providers and Outsource Clients in maximising the benefits achievable from mutually beneficial Contact Outsource arrangements
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Sample Service Level Agreement
This document is a blueprint to help ensure that clients and OSP’s derive a mutually attractive agreement
Sample Business Case
This collection of Word, Excel and PowerPoint documents demonstrates how a typical Contact Outsource Business case Is
developed and presented
Sample OSP Business Model
This collection of Word, Excel and PowerPoint documents demonstrates how a typical OSP business plan is developed and
presented. (Designed to assist prospective OSP’s to develop their plans).
Outsource Operations Support functionality
This is a collection of eBooks covering all aspects of Outsource operation. Each book delves into different subject matter, and
guides clients and OSP’s with regard to best practices, risk avoidance and root cause analysis:-
Vendor and Client Account Management Practices and Principles
Quality Control and Outsourced Customer Contact
Contact Centre Agent Training in the Outsource environment
Contact Centre Recruitment for OSP’s and their clients
The bits and bytes of Contact Outsource Technology
Performance Indication, Metriculation and Management for
OSP’s and their clients
Customer Relationship Management in the Outsource arena
Building and managing customer experience in the
Outsource environment
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