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Contact Center Guidance
and Best PracticesThat's been our business for over 20 years.
Strategic Sourcing Advisors is a team of former Microsoft & HP contact center leaders
who have managed over $1 billion of annual outsourced work.
If you are looking for help with best practices and procurement strategy,
we will apply our industry experience to help you make the right choices.
We are contact center buyers just like you.

Special Report: Call Center Pricing Models Explained
Which one is right for you? A guide to help you determine the best call center cost model for your outsourced business.
Download your free copy.
Here’s how we can help

Procurement Strategy
- Define customer strategy.
- First-time outsourcing or rapid expansions plans.
- Explore offshoring.
- Design call center organization.
- Lead RFP project management.
- Establish operational goals.
- Conduct vendor evaluations.

Quality & Efficiency
- Analyze CSat and efficiency.
- Determine the appropriate KPIs and payment models.
- Implement effective operations scorecard.
- Facilitate onsite audits and improvement strategies.
- Assess Tier 1 & T2 locations based on cost & quality.

Consolidation or Expansion
- Manage vendor consolidations.
- Create a scaling strategies.
- Utilize multilingual and global language hubs.
- Build RFPs, SOWs, SLAs.
- Negotiate vendor contracts.
- Identify tools and systems strategy.

Ongoing Mentorship
- Contact center experts when you need them.
- Review and recommend appropriate strategy changes.
- Deliver staff and vendor coaching.
- Conduct vendor assessments.
- Facilitate executive briefings and preparation, i.e. QBR’s.
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What Our Clients Say About SSA"I have worked with Jon and team for 6+ years on contact center solutions. They are professionals with deep contact center knowledge and extensive networks in the industry, including both buyers and suppliers. I highly recommend partnering with them to find excellent contact center solutions."
Tim Hopper
Responsible Sourcing Manager,
Microsoft Corporation"The SSA team took the time to understand my business and offered great advice on how to select the best locations for my contact center work. We’re very pleased with their attention to our business requirements and our new outsourcing partner."
Service Delivery Director
Leading Online Retail Company
The SSA team has deep experience across all channels and geographies.
All consultants have 30+ years of BPO experience with international operations and procurement.

Categories
Customer Service
Level 1 & 2 Technical Support
Helpdesk
Inbound Sales
Outbound Sales
Customer Acquisition
Customer Retention
Upsell
Collections

Channels
Voice
Live Chat
Email
Social Media
Self-Help
Artificial Intelligence

Geographies
US Onshore
Latin America
United Kingdom
Canada
Europe
Asia
South Africa