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.
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