There are a number of scenarios where you might wish to outsource call centre activity but for specific reasons, you want to manage the staff involved. In this and other situations, you might wish to use an operating model where you work with an outsourced vendor who provides the infrastructure but the people belong to you.
For example, you may have a very clear culture where you want the staff working on your project to be part of your organisation. For some companies, they want to choose to set up their own call centre but if they are setting up in a new country, they might want to use a company with experience of setting up facilities in that location. Therefore, you work with an outsourced vendor who provides some of the services and you provide the others such as the following:
The outsourced vendor provides the facility with the technology.
You as the client provide the management and recruit the people.
You then decide which of the other components of the call centre you will provide and which the call centre will provide. The outsourced vendor might provide the technology support and/or other support services such as payroll. The outsourced vendor might even conduct the recruitment of agents but this is more likely to happen in the early stages of the process. The building which is used for the operation can either be an existing business, custom built or may even be part of an existing facility. In short, there are no fixed rules as to which parts are outsourced and which are not as part of these types of agreement. Effectively, you should consider the component parts of what is included in a total outsourcing arrangement and then decide which of these you want to control yourselves.
There are many advantages to these types of agreement. You are tapping into pre-existing knowledge and experience and if done correctly, will cost less than an outsourcing arrangement. However, you need to be careful in how these deals are constructed to ensure you achieve what you planned to.
One of the biggest challenges is finding a company who is willing (and more importantly motivated) to deliver this type of managed services. Many outsourcing companies simply don't want to do this type of deal as it doesn't fit into their overall model. However, as the demand for this type of agreement increases, so does the number of companies who are changing their strategies. Despite all this, there are some companies who appreciate this type of arranagement and there are even companies who only do this and don't offer the traditional outsourcing models. These ranges from so-called call centre hotels who offer this on a small scale to companies who does this for 500 seat plus operations.
If you are interested in discussing this type of model, please call me on 077400 96598.