Vendor Management Consulting:
Optimize Your Outsourced Service Providers
We know that managing a network of outsourced service providers (OSPs) can be overwhelming. You are entrusting others to deliver a superior and consistent customer experience to your customers. It is critical to choose the right partner and ensure they are operating at a high level of performance.
COPC Inc. has counseled vendor management organizations (VMOs) since 2002, helping companies optimize the performance of their outsourced providers and dramatically reduce their total cost of ownership.
COPC Inc. works with hundreds of call centers and other customer experience operations throughout the world, both in-house and outsourced, to improve their operational performance. This expertise gives us strategic insight to advise your VMO as you source and manage third-party services for any part of your customer experience (CX) program. We can review your current pricing and performance levels as compared to our global benchmarks to determine opportunities to both improve performance and achieve a more consistent customer experience across your outsourced service providers.
We can help your VMO in two ways:
- Improve performance of your VMO program and your OSPs
- Assess your VMO program and/or outsourced sites and analyze performance
- Develop a detailed improvement plan to address any performance or process gaps within your VMO program or OSPs
- Work side-by-side with your vendor management team to implement improvement plans
- Ensure your sourcing strategy is designed to deliver a superior customer experience
- Conduct a contract review and performance analysis
- Develop an enterprise sourcing strategy
- Design and manage the RFP process
- Drive contract negotiation and vendor selection
- Establish a governance model
Contact us today to learn more about best practices for sourcing and managing your third-party providers within your CX program.