Making your Contact Centre and Back Office Outsourcing a Success in 2023
This half-day in-person event is designed for leaders at organisations outsourcing, or looking to outsource, contact centre or back office activity.
Places are limited to 15 executives per location – the event will be repeated in Sydney and Melbourne. Lunch is included.
Please note BPOs, consultants and vendors are not able to register, allowing for an open discussion in a vendor-free environment.
Presenters
Tim Evans
For over a decade, Tim has led large scale BPO operations for Optus and EnergyAustralia, across the gamut of customer service, sales, credit and back office. From supplier selection and negotiation to transition and performance management, Tim is one of Australia’s most astute and experienced BPO leaders.
Sharon Melamed
With over 20 years’ experience in the BPO world, Sharon has helped hundreds of clients set up and manage outsourced customer service, sales and back office functions, across four continents. She is the Founder of Matchboard, the world’s leading matching platform specialising in outsourcing.
Agenda
Welcome and Introductions
How has COVID changed the outsourcing landscape?
• Demand up
• Workforce shortage
• Inflation causing cost pressures
• Location review and reset
• WFH/hybrid
Pricing models
• FTE, output or outcome based
• WFH differential
Operating models
• Traditional managed service outsourcing
• Staff leasing / co-sourcing
• Less common: DBOT, Captive, JV
Location options – strengths/weaknesses, cost differences
• Onshore, near-shore, offshore
• Mainstream offshore: Philippines, India
• Challenger offshore: Fiji, South Africa, Sri Lanka
Going to market
• Define your why
• Creating the perfect shortlist
• Designing an ideal tender process
• Site visit evaluation framework
• Selection and negotiation tips
Commercial terms
• Cost guide
• Payment terms
• How involved / prescriptive should you be?
o Language and skills assessment
o Staff ratios
o Physical environment
o Key personnel selection
• Service Level Agreements / Risk and Reward
• Variable capacity
• Step in rights
• Responsibility for technology
• Dispute resolution
• Termination rights
What makes a successful transition
• Onsite presence
• Parallel / buffer force
• Ideal duration
BAU
• Reporting
• Communications
• Cadences
• Governance
Roundtable discussion
Resources
• Websites, tools, events
Close
Cost
$750 per person
Interested in attending?
Please express interest by emailing sharon@matchboard.com.au.