Outsourcing
Outsourcing part or all of your contact centre requirements can be a valuable channel for many businesses. The costs however of a poorly selected supplier, and of ineffective management of your outsourcer can be incalculable and create long lasting damage on your business.
At Orchid, we begin by understanding your business objectives and operational preferences to find the best supplier for your organisation. Our process reduces risk and builds a solid foundation for a successful relationship with agreed and managed costs and improved customer experience.
We work on the production of RFP documents, have exploratory discussions with a number of potential suppliers, and make an initial screen of those who may be suitable for you.
We then conduct due diligence site visits to each of the short listed vendors, and following the receipt of their tender submissions, each proposal and site visit is evaluated using our COMFORT model, which is a supplier evaluation methodology. From this a preferred supplier emerges.
We then undertake further due diligence and broker the legal and contractual discussions between Client and Vendor, leading to the formal signing of contracts for the work.
We are also experienced in the auditing of existing outsourced relationships to improve performance or reduce costs. Our experience shows that effective Outsource Supplier Account Management will often produce the required improvements in delivery, reducing the requirement and costs involved in switching suppliers.
COMFORT, Our Exclusive Supplier Evaluation Model uses a structured framework assessing the following key areas:
To Outsource or Not?
There is no right or wrong answer. They key is a to understand why you should outsource, and understand the benefits you are looking to realise by do so, whilst understanding the challenges involved in delivering them. We here at Orchid have the right people with the right skills to help you undertake that decision.
Research has show that business outsource for a variety of reasons
44% - Reduce or control cost
34% - Gain access to IT resources unavailable internally
31% - Free up internal resources
28% - Improve business or customer focus
22% - Accelerate company reorganization/transformation
15% - Accelerate project
15% - Gain access to management expertise
9% - Reduce time to market
Outsourcing relationships, when properly planned, executed and measured, not only reduce costs, but also build value and drive business success.
Case Studies
Case studies recount real life business situations that present to business executives a dilemma. Our case studies put the real life scenario into the context of the factors that influence it. They also show how by working with Orchid you can have real, measurable and accountable solutions to your challenges.
Don't just take our word for it - click here to see what our clients have to say.