Reading through another article from the Irish Independent in November 2007 with the title "The right fit", it brought me back to 1999 when I first set up Call Focus.
At the time, I set up the business to help companies find the right call / contact centre to outsource customer related functions of their business. And although Call Focus is now a training and mentoring company primarily, I would agree that the same principles still apply.
For any company looking to outsource for the first time, it can be a daunting task. Rather like a marriage, the partnership of outsourcing is all about finding the right fit.
Knowing what to do, where to go and who will provide you with the the best results is important. Many companies traditionally focus on the tangibles, the costs and various statistics. However like relationships, anyone can find a mate or partner, but you have got to get on together. And the same applies in business.
The vital ingredient to succeed is to find the right partner who shares the same values and a similar culture. Why outsource at all, if you have to worry about how your customers are being looked after or if they are minded at all. Companies need to ensure that they choose an outsourced partner who strives for customer service excellence and is willing to go that extra mile.
So, for any companies who are considering outsourcing aspects of their business, enjoy reading the article for a few tips and tricks!