42 Rules for Outsourcing
Your Call Center (2nd Edition)

Best Practices for Outsourcing Call Center Planning, Operations and Management

by Geoffrey A. Best

42 Rules for Outsourcing your Call Center (2nd Edition) is a compilation of real-life problems, lessons learned, pitfalls found, and practical approaches for planning, implementing, and outsourcing call center operations.  It provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization. The book is a foundation for anyone considering outsourcing their call center. It starts by asking the question “Why Outsource,” then guides the reader with rules from defining the project to selecting a vendor to your first go-live call.

Businesses continue are challenged to find ways to minimize costs and maximize profits while retaining their customers with excellent service. They need to focus on customer retention and realize that running their own contact centers is not their core competence. These businesses need outsourcers that can deliver high customer satisfaction and execute cross-sell/up-sell revenue strategies.

42 Rules for Outsourcing Your Call Center (2nd Edition) takes the reader through the entire process from gathering requirements and setting goals, to identifying an outsourcing strategy and understanding and operational capabilities of a outsource partner.  The reader will learn:

• When outsourcing makes sense 
• How to define an outsourcing approach
• What to look for in an outsourcing partner
• When to determine if agents can work at home
• How to craft an effective RFP

42 Rules for Outsourcing Your Call Center (2nd Edition) is a must-have for all call center managers hoping to improve customer satisfaction, increase customer retention and turn their call center into a revenue generating machine.

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ADVANCE PRAISE

"Geoffrey has captured the fundamentals for how to outsource a call center in a logical step-by-step process that exposes the reader to real-life scenarios. 42 Rules for Outsourcing Your Call Center provides an encompassing view into what is necessary to plan and deploy a call center using a BPO and I recommend it for anyone that is contemplating this challenging task."
Nick Jiwa, Managing Director of CustomerServ, LTD

"42 Rules for Outsourcing Your Call Center is a tremendous guide for both the novice and the experienced managers working with the complexities of call center outsourcing. I worked with Geoffrey putting together a call center from the ground up. Geoffrey writes from hard experience and has shared his knowledge for those who want to avoid the problems we shared first hand."
Ray Smithers, CEO, Akos Technologies, LLC

"Geoffrey Best has written an outstanding guide to outsourcing call centers. Based on his many years of experience, he has masterfully considered all aspects and challenges of this process. You won't find this kind of practical advice anywhere else. This book is a must read for any company considering or implementing outsourcing."
Rosemary Coates, President of Blue Silk Consulting, author of 42 Rules for Sourcing and Manufacturing in China

Geoffrey A. Best

Geoffrey A. Best started in the computer industry in the 1970’s and has worked with call centers for over 20 years. His career has taken him from computer aided mapping and 911 emergency dispatch systems, to computer telephony applications and today’s call center systems.  Geoffrey has worked and consulted around the world with utilities, communications, manufacturing, banking, and insurance companies. His experience has provided him with insight into the systems and methods that companies use to operate their call centers and service their customers. This experience has given Geoffrey a unique perspective of how customer expectations have changed over the past decades and how call center solutions have evolved to satisfy them.

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