Consulting for Call Center Outsourcing Clients

As a Call Center Consultant I support those who want to outsource business processes to achieve their business goals – from process definition to setting up SLAs. My experience with legal departments and accountancies allows me to finalize BPO and Call Center Outsourcing contracts with them. I deliver the content and they bring it into the adequate legal form. I have already told you about my publications on the homepage of this site. Besides that, I give advice to in-house Call Centers. From the very start, I have mainly been working for large corporations and medium sized businesses. Based in London, I am working not only for Call Centers in the UK, but with select clients across the globe. Here are some of my main services, just to give you an idea…

• One to one business advice & executive coaching
• Market Research: vendors and their capabilities, competitive analysis regarding e.g. best practice, pricing etc.
• Assessment: goals, strategy (incl. make or buy and outsourcing approach), business processes, key performance indicators (KPIs) and incentives/penalties definition; correlation between goals, KPIs and processes, collection and evaluation of vendors’ proposals, set up of RFIs, RFQs and contract drafts in order to finalize them with your legal department
• Optimization: topics see Assessment
• Support: contract negotiations, reporting impacts and results to the board, controlling vendor performance, issue resolution

Get in touch now for a free telephone consultation on call center outsourcing and management: info@jmoellerconsulting.com or +44 (7811) 353 996