Outsourcing Analysis is the process of assessing the viability and feasibility of contracting with an outside supplier (vendor) to assume the responsibility for one or more of the necessary functions or services. Often businesses only outsource non-core or business support services because, often, these require specialist skills, knowledge or infrastructure that the business can obtain more competitively through an outsourcing supplier. SA Call Centres will assist you to assess the viability of outsourcing selected business processes and to put the right management processes in place to ensure that the outsourcing relationship is meaningful and long-lasting.
The key benefits of outsourcing need to be carefully worked out and every aspect of the outsourcing contract should be discussed at a strategic level before proceeding with the tender process. SA Call Centres has assisted many businesses to do this assessment and to ultimately produce a business case and feasibility study for decision.
If the decision is to outsource in country, our suggestion is to always ask the potential service providers to present their offerings at a strategic level to a panel who can assess and obtain the information required. If the decision is to go out of the country, our recommendation is to travel to that country and to arrange meetings with the companies identified. This process of market research is vital for understanding how service providers will deliver your requirements, including turnaround times, customer service, costing, quality, etc.
SA Call Centres can assist you to prepare for these meetings with a detailed questionnaire, arrange and facilitate the meetings and document the outcomes. A detailed report and presentation are the deliverables for this step.
We will assist you to document the response requirements in the right format, level of detail and ensure that the content is relevant and sufficient for the respondents. We will also assist you to hold briefing sessions, document and despatch additional requirements and manage the whole request for proposal stage.
SA Call Centres has an assessment methodology based on Pairwise Comparison – each scoring factor (business requirement) is allocated a score on a scorecard. The assessment allows one to allocate compliance, confidence and risk scores and ultimately it generates a score that can be used to assess and compare against the other respondents. This process for assessing responses is clinical and instils confidence in the respondents that every response criterion is properly assessed and compared.
SA Call Centres will assist with ensuring that the contract is complete, comprehensive and compliant with the business requirement.
We will ensure that each SLA is fully documented, the measures are clear and that regular assessment intervals are agreed and implemented. It is important to note that service providers will adhere better to a specific, well documented and managed SLA and the results of the outsourcing strategy will be achievable if the service provider is clear on what to deliver.