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Introduction

This guide can be used by buyers of Contact Center outsourcing services to interview senior management in their organization to assess key stakeholder alignment to Contact Center outsourcing initiative. The guide details list of questions which help in defining stakeholders’ view of organizational readiness and appetite for a Contact Center outsourcing engagement.

Scope

The scope of this interview guide in restricted to Contact Center services that include incoming calls, outgoing calls, email support, online customer support and related equipment, and software technologies.

Contents

The interview guide is divided into three sections: Introduction, Functional Questions and a Wrap-up section.

Introduction – The intent of this section is to give a brief overview of expectations, understand the current efforts underway as well as the roles and responsibilities of the interviewee.

Functional Questions – The intent of this section is to summarize the current organization situation, performance till date and identify opportunities for improvement.

The questions in this sections focuses on specific Contact Center processes. Data is collected in this section covering various aspects like stakeholder background, organizational structure, Cost/FTE related data, Systems, Services received, Services required, Service levels, opportunities, challenges, and scope.

Wrap-up – The intent of this section is to summarize the interview, get a broad validation of the data gathered and give the interviewee an opportunity to add additional information that was not captured or covered earlier.