Selecting a Teleservices Partner

Features

• Cover Type: Paperback with 133 pages
• Published by: The Anton Press March 2002
• ISBN 10 Number: 0963046489
• ISBN 13 Number: 978-0963046482
• Book Dimensions: 8.8 x 5.9 x 0.5 inches
• Weighs: 8 ounces

Product Review
The decision to outsource is not an easy one. You need this book! -- Clinton Gott, Consultant Sibson Consulting Group

The decision to outsource is not an easy one. You need this book! -- Clinton Gott, Consultant Sibson Consulting Group

This book may forever change your approach to the decision to go in-house or outsource. -- Mitchell Lieber, President Lieber & Associates

This book may forever change your approach to the decision to go in-house or outsource. -- Mitchell Lieber, President Lieber & Associates

Product Description
This book tackles one of today’s hottest topics: Customer Contact Outsourcing. Companies are in a quandary about the myriad of teleservices questions they’re faced with, such as deciding to outsource, cost / benefit analysis, RFP development, proposal assessment, vendor selection, contractual requirements, service level performance measurement, and managing an ongoing teleservices relationship. With the authors help, readers will find this complex issue straightforward to approach, understand, and implement.

Reader Reviews
A must read for anyone responsible for the effectiveness and/or efficiency of customer contact management. Every major issue impacting the outsourcing decision is covered here...from needs analysis to contract negotiation and implementation. The Authors clearly understand the measurement and analysis of the Key Performance Indicators affecting Customer Satisfaction and Cost. This book is useful as a how-to for those taking their first steps towards understanding outsourcing, or as a handy refernce to seasoned CRM professionals like me! I find myself consulting the index and re-reading highlighted areas regularly for concise definitions and real-world examples.