km symposium 2005 collaborative outsourcing eric chan kmdc exco & vp pccw agenda the trend perspective case study 1 contact center what to look for from an outsourcer 2 quality control framework creating value collaboration reasons outsource reduce and costs avoid capital investment manage risk balance between fixed variable cost disposal of non core assets financial develop customer service culture drive organization change improve or focus on competence regain difficult functions organizational operational gain access expert capabilities flexibility allowing rapid easy reconfiguration meet new business needs time market world class services facilities knowledge experience continuing latest not 21 20 17 9 7 26 management issues existing staff confidentiality security agent skills company policy benefits improvement retention sales satisfaction coverage hours measure against your own metrics expect 10 30 reduction savings over do it yourself a way enhance enrich strategies tom white global managing partner bpo arthur
