ABSTRACT
This chapter addresses how the chances of success can be improved through the way the outsourcing process is conducted, and how to resolve problems if, and when, they do arise. It should be read as a guide to best practice in managing the outsourcing evaluation, contracting and management of a contact centre, and a primer on the key issues and pitfalls to be aware of. However, there is a significant change taking place in the nature of both contact centres and outsourcing. Depending on the company's attitude towards risk, and its capital resources, outsourcing may be the quickest and easiest way to reap the benefits of effective customer management. The balance between functions that companies have been determined to carry out in-house and those that they have preferred to outsource is often driven by both capacity and culture. Theoretically, any customer management activity can be outsourced or operated in-house with no variation in performance.
