The outsourcing service provider is an external vendor, who contracts computer center operations, application developments, telecommunication networks and various services of other organizations. Basically a firm does not want to use its own internal resources to build and operate an information system. So it can hire an external vendor or organization that specializes in providing these services to perform the desired work. The art of managing the outsourcing services includes business understanding, technical understanding and customer relationship management. The main activities of outsourcing service provider are automatic call distribution, call management, contact center management and ICT through computer and networks.
The outsourcing service provider uses the outsourced information of other organization and it becomes popular because some organization perceives it as more cost effective than to maintain their own computer centers and information system staffs. In the firm where the cost of information system function has raised rapidly, so the managers want to find the way to control these cost and are treating ICT as capital investment, instead of operating cost of the firm.
The providers of outsourcing services can get benefit from economic of scale and can able to share the knowledge, skills and capacity with different customers.
The outsourcing service management is a popular method to centralize the information services and to provide valuable customer support. The skills required to manage the outsourcing service provider encompasses every thing from staff requirement to personal management. The managing the outsourcing services should coop up with the technical change management and business change management. From small customer service management to large outsourcing service provider, a successful method should be developed to build valued customer relationship to support long term business growth.
DEVELOPING AN EFFECTIVE OUTSOURCING SERVICE PROVIDER:-
The customer access strategy should be made to develop the cohesive and efficient customer contact management. It must include the standard guidelines and process by which the customers can able to connect with the desired information and services.
A customer access strategy generally considered these business processes.
â€¢ Customer profile
â€¢ Customer communication
â€¢ Contact types
â€¢ Access channels
â€¢ Routing and distributions
â€¢ Service level objectives
â€¢ Desired resources
â€¢ Technology architecture
â€¢ Invest guidelines and so on.
It also refers to the ICT functions to perform multiple tasks across all operations and all industries.
Hence we can conclude that it's a broad concept, which deals with the large inbound-outbound traffic in customer relationship management.
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