We recommend that companies conduct a thorough assessment before selecting an outsourcing service provider.

We believe there are four critical areas to consider: the company, the people, the process capabilities and the technology infrastructure. Below are the items we feel should be explored:

Company

  • Company stability
  • Company vision
  • Business model
  • Management strength
  • Services/Solutions
  • Culture
  • Reputation/Client Satisfaction
  • Pricing Methods/Openness
  • Locations
  • Legal/Agreement/SLA

People

  • Quality of resources, education, skills
  • Hiring policy/process
  • Performance management process
  • Training
  • Language skills
  • Compensation and benefits
  • Scalability
  • Retention rate / Attrition rate
  • In-house resources/ sub-contractors

Processes

  • Quality approach and certifications
  • Project management skills
  • Governance process
  • Regulatory Compliance
  • Physical security
  • Intellectual Property security

Technology

  • Applications, infrastructure expertise
  • Software Availability
  • Networks security, safety, reliability
  • Power backup
  • Internet and communication backup

We hope this list is useful. Let us know what we can add to make it more comprehensive.

Author: Outsourcing Insider

Outsourcing Insider consists of a team of regular blog contributors who writes topic about outsourcing and its relation to other industries like social media, finance, healthcare, sales and marketing, contact centers, and data and research.