Please tell us about your Organization

Please tell us about your company’s experience with outsourcing

Does your company outsource other business functions?

Help us understand your organization’s support for this project.

We have sponsorship from an appropriate executive to drive internal adoption of the new outsourcing partnership.

We can prepare a list of qualified stakeholders who would be affected by or involved in this outsourcing project.

We have a plan to address potential challenges from stakeholders.

Budget is likely to be available if satisfactory offers are received at or below market price.

Please tell us about your sourcing process.

We can identify a list of qualified outsourcing partners to invite to an RFP.

We have a robust protocol for vetting/qualifying potential outsourcing partners.

We have experienced resources available to vet/qualify potential outsourcing partners.

We have an RFP template with appropriate questions to screen potential partners.

We can provide a job description for our outsourced agents.

Please tell us about your contract expectations.

We have access to legal resources experienced with industry standard terms and conditions used in outsourcing contracts.

We consider our approach to contracting to be vendor-/partner-friendly.

We do not anticipate credit rating or cash flow issues that might create risk for my outsourcing partner; if we do, we are willing to do pre-payment.

Please tell us about your systems environment.

We have an RFP platform to streamline the process and consolidate responses for efficient analysis.

We have a system-of-record, such as a ticketing or accounting system, where the partner’s work will be performed.

We have the means to report on our partner’s performance.

We have a Workforce Management System that can assist with headcount planning and shift scheduling.

We have determined how work will be assigned and routed to the outsourced team within the system.

We have a system to track the agent attendance of our outsourcing partner, to ensure it is in alignment with the contract.

We have a Learning Management System to house training materials for your partner.

We have a Knowledge Base to host customer-facing articles that will aid in self-service.

We have determined equipment requirements for our outsourcing project, such as computer type and specifications, headsets and webcams.

Please tell us about your training materials.

The primary processes we are planning to outsource have been standardized.

We have training documentation available for the processes we wish to outsource, or we can provide training over video conferencing.

We can provide guidance, such as a style guide, to help our outsourcing partner replicate our brand voice, preferred formats, and other stylistic considerations.

We can designate a person internally who will be responsible for training, both at launch and post-launch.

Please tell us about your quality assurance process.

We have developed a quality assurance rubric.

We have determined who will perform our quality assurance evaluations.

We can designate a person internally who will be responsible for managing the QA program.

Please tell us about your vendor management process.

We have a standard invoice auditing procedure.

We have a billing dispute resolution process.

We can identify which KPIs are important to measure regarding this outsourcing engagement.

Our functional management understands the differences between managing internal agents versus an outsourced partner.

We know how to calculate coverage requirements.

We appreciate that response times are a function of staffing level and incoming workload (demand).

We will commit to participate in a governance structure that includes daily check-ins, weekly performance and coverage reviews, and monthly and quarterly business reviews.

We have a means for forecasting demand that we can share on a regular basis with our partner.

We have protocols for our partner to escalate questions or concerns.

We can provide a contingency plan in case our partner experiences an outage.

We will appoint a sufficiently senior functional manager, with appropriate incentives, to be responsible for the success of our outsourcing program.