MANAGING THE DELIVERY OF OUTSOURCED SERVICES

You’ve just executed your outsourcing agreement! Now what? Whether Celeration was a part of your outsource provider evaluation process or not, we can quickly step in and provide transitional executive, financial, and administrative services to assist you in a smooth implementation. Our goal is to work ourselves out of a job by transitioning all contractual and financial activities to your permanent staff as soon as they are up to speed and ready to assume them. In the interim, we take responsibility for monitoring and working directly with your outsource provider on many of the critical contractual and financial processes required to effect a smooth implementation. Services include:

Outsource Contract Governance and Change Order Process
The first six months following the execution of an outsourcing contract are the most critical period for ironing out inconsistency, ambiguity, and outright omissions originating in the contractual process. As the customer in the transaction, you must be extremely diligent during this period to establish clear processes for addressing these issues quickly, diplomatically, and equitably with your outsource provider. Celeration tracks these open issues and works closely with you and your outsource provider to draft formal change orders to settle contractual inconsistencies, ambiguities, and omissions while they are still manageable minor issues.

Outsource KPI and Service Level Agreement Compliance
Celeration assists you in tracking your outsource provider’s delivery performance against Key Performance Indicators and contractual Service Level Agreements. We help you establish processes for the aggregation, analysis, validation, and formal review of these key service metrics – all in an effort to provide you with the timely knowledge that you will need to understand how your outsource provider is performing.

Contractual Compliance Audit
In addition to customary contractual SLAs, a number of other key contractual obligations can have a significant impact on the success or failure of a contact center outsourcing contract. These factors include, but are not limited to, agent hiring practices, adherence to training curricula and training requirements, call monitoring requirements, specific agent to staff ratios, and physical and data security restrictions. Celeration can perform one time or periodic audits of these key non-SLA requirements to help assure a successful implementation.

Account Management
Celeration will manage all aspects of your relationship with your outsource provider, including the establishment and maintenance of regular communication channels, escalation procedures, and periodic reviews.

Reporting
Celeration will coordinate your receipt of all contractually-obligated and other reporting requirements. If needed, we will also work with you and/or your outsource provider to design and produce a custom reporting package that will help you monitor all activities associated with your outsourced contact center services.

Invoice Auditing & SLA Settlement
Should you desire, Celeration will audit your outsource provider’s invoices against all contractual requirements as well as manage the SLA settlement process with your outsource provider.