An anonymous US company outsourced its call centre operations. The company recognised that customers in the cultural milieu of the south-eastern portion of the US placed a high premium on the call centre operators’ ability to engage on small talk regarding collegiate sports. So, before the contract began, the company brought "coaches" to the vendor's…

BPIR Categories

2.4.2 Create and implement outsourcing strategy
13.1 Develop and manage supplier/customer partnerships
9.4.7 Develop team competencies
6.2.1 Select suppliers/outsourced contractors

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