Another Tale from “When You Don’t Have Vendor Management Governance”

As related to us by a reader. Picture this: Your company has outsourced customer service for some products, but not all products.  You have a single vendor with over 1,000 seats dedicated to your operation.  These seats are located in several centers located in the USA (for reasons not important to this story). Your vendor management team is made-up of a single person.  This person coordinates five different programs, handles contractual issues,... [Read More...]

In the Absence of Outsoucing Governance or Vendor Management

A funny story told to us by an employee of a major US company (which we’ll call XYZ) with thousands of outsourced call center seats (domestic and international): XYZ has two call center programs.  One is a major inbound customer service program and the other is a small (about 45 agents) complex inbound/outbound marketing programs that focus on driving customer loyalty and create a significant revenue lift. XYZ’s marketing and customer... [Read More...]