Outsource Consultants is an independent CX advisory firm, with 13 years vetting the mid-market BPO space and a leadership team carrying 15 to 30 years of hands-on CX, BPO, and sourcing experience. Our advisors focus on the individual challenges of our clients’ contact centers, large and small. We provide objective perspectives based on our deep experience with operations, technology, marketing, processes, training, quality, outsourcing, and premise and cloud technologies.
No matter the client we’re working for, whether for a Fortune 500 or a small business, they rely on our call center consulting approaches to drive results and reduce costs. We bring the same data set that powers our BPO matching, 100+ performance data points across 300+ vetted providers, to every consulting engagement. That means recommendations grounded in what’s actually working across hundreds of contact center programs, not just what worked at the last client.
Our Approach
Client discovery is a critical component of the process for us. We require a true and complete understanding of the specifics regarding your key requirements that we will be assisting with.
We take the time to do it right the first time. And we don’t just hand you a plan and walk away. Most outsourcing doesn’t fail in the selection, it fails in the first 180 days, so we stay through execution and hold ourselves accountable for the results.
We are focused on final results and return on investment. We take pride in having measurable results associated with our work.
Our effectiveness comes from strict process and documentation: a plan, defined steps, and a budget that support what we all agreed to.
Call Center Consulting Services
Some of what we can take on:
Outsourcing Strategy Consulting
- Vendor Criteria and Selection
- Technology and Omnichannel Solutions
- Request For Proposal (RFP) Development
- Sales and Marketing
- Business Development
- Multi-site Strategy and Management
BPO Vendor Management Consulting
- KPI Goals and Attainment
- Workforce Management and Staffing
- Performance Assessment
- Floor and Facility Management
- New BPO Account Management and Onboarding
Operations & Contact Center Technology Consulting
- Technology Recommendations
- Vendor Selection
- Premise to Cloud Migration
- Compliance
- New Technology Implementation
- Operations SWOT Analysis
Training
- Training Delivery Methods
- Agent Curriculum Training
- Supervisor Curriculum Training
- System Training Interface
- Curriculum Enhancement and Development
Quality Assessment
- QA Scorecard Design
- Ongoing Calibration Procedures
- Gamification/Rewards Systems
Call Center Business Continuity Planning
- BPO Georedundancy
- Remote Agent Call Centers
- Call Center Joint Venture Partnerships
There’s no cost to you. We work on a contingency model, earning only when we find you the right fit, and every provider in our network operates under identical commercial terms, so our recommendations answer to your results rather than to a vendor relationship.
Unlock Your Success: How CX Leaders Win with Outsource Consultants
Many CX strategies fail because they treat contact center labor and technology as isolated elements, missing the chance to leverage the full potential of CX. We help you unlock a clear advantage by combining strategic CX labor outsourcing with top-performing global BPO providers coupled with the perfect-fit technology to achieve your tailored CX Dream Path™.