An experienced, industry-specific and well-managed contact center has business processes optimised to a high standard and does not need to be managed by a client. In some cases, the client requires the contact center to strictly follow the existing client’s business process. A customer-focused contact center will usually agree to follow the customer’s processes without hesitation.
The contact center management reports to the client on a regular basis, receives feedback and adjusts the business process as required. We recommend setting target KPIs in the service level agreement, such as time to first response, resolution time, quality and customer satisfaction metrics, and others. This will lead to data-driven decisions and faster improvements. We do not recommend managing the contact center per se, but monitoring the activities, reviewing the metrics and providing feedback to the Customer Support Team Lead, Customer Success Manager or someone else in a leadership position at the outsourced contact centre.