The review and/or use of the Tools and other materials included on this website are subject to the Terms and Conditions attached hereto.  Please carefully review those Terms and Conditions, which can be accessed by clicking here. By opening, reviewing, and/or using the Tools or other materials contained on this website you are agreeing to accept all of those Terms and Conditions.

Introduction

The multi-tabbed Contact Center data collection template is designed to provide the buyers of outsourcing contracts a standardized approach to collect existing operation data in Contact Center functions.  The data collected can be used to build a financial baseline in which to evaluate suppliers’ pricing as well as expose any opportunities for optimization.

Scope

The data collection template is broken into sections that gather data from multiple areas of the current Contact Center operation.  Each section is setup on a separate MS Excel worksheet so that the data collected is both organized and ready to be constructed into other customized reports and worksheets.  The worksheet covers the most used & common information that buyer organizations need to collect to accurately analyze an outsourcing initiative. 

Contents

The MS Excel-based tool has one worksheet for each of the sections mentioned above.

• Process Definitions: Defines the responsibility and functionality of all processes of the Procurement function being considered for outsourcing
• Service Levels: Defines the current Procurement operation’s level of service (sample service levels included)
• Financial Baseline: Accounts for all the costs associated with operating the current Procurement operation
• Employee Data: Detailed reporting of current employee data including salary, benefits, roles and responsibilities
• Spend Data: Includes annual spend, supplier, sourcing and renegotiation information by category and purchasing organization. Also covers geographic scope by category
• General Metrics: Outlines general performance metrics and data used in evaluating function performance
• IT Systems and Applications: Outlines the current IT systems utilized in performing Procurement functions
• Projects: Details current in-flight projects that may impact the outsourcing initiative
• Third Party Contract: Lists all the current third party contracts that may be affected by the outsourcing initiative
• Reports: Lists the reports that are currently generated or being used by the Procurement function