Operations: Three Essentials for Effective Outsourcing

* Business knowledge: “Your service provider must know and understand the business unit mission with the corporation,” Mohr states. For example, if you’re outsourcing your contact center and the provider is answering customer service inquiries, actively selling products and providing technical support--which function carries the most weight with your customers? Certainly you want to provide good service on all fronts, but your provider needs to know where its parts of your business fit into the larger picture in order to provide the best possible service experience, she says.