Need advice on outsourcing our Call Center operations
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Need advice on outsourcing our Call Center operations
Call Centers, Call center outsourcing, Call center services
We are a municipality-owned and unionized gas distribution utility with 500 residential customers. We are exploring the idea of outsourcing our call center operations which mainly includes inbound calls (billing, collections, service) and outbound calls (collections).

We are regulated by a Public Utility Commission and have many regs dealing with customer service. Would you have any experience with outsourcing of this type of operation? Any feedback will be mostly appreciated. Thanks.
ASKED: Jul 23 2008  5:31 PM GMT
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Last Answered: Sep 22 2009  1:05 PM GMT by ITKE   10345 pts.
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Jaideepkhanduja   6810 pts.  |   Aug 27 2008  7:57AM GMT

I have a suggestion, that you find out the three best players in the field doing well for atleast last 2 years and have been or are being outsourced by similar to your or higher sized organization/business. Assess them on your certain pre-defined criteria and give contract to best out of them. Don’t try to compensate on cost by selecting a new player in the field as it would turn out to be dangerous.

 
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