Every process if done continuously gives you a clue to improve.
When an organization outsources a particular activity, for example call center, the task of the sourcing company is to convert that activity into a process.
The next task is to identify the CSF & KPI's.
This requires both the outsourcer and the sourcer to come on a common table an identify the critical success factors for the process and the Key performance indicators of the process.
After the CSF & KPI's are identified, the next process is to document the entire process along with different parameters For ex.
Manpower skill sets, Recruitment plan, technology required, software required.
This is followed by working on the parameters to get the things in place.
Once the process is ON, there are quality checks which are regularly been done to check the performance of the agents and have minimum deviation from the standard process.
the major focus is on quality of the agents and the process control points.
However, it has been observed that the process is not reviewed for improvements.
Many companies are focusing on the deviation factor by the agents while very few are actually looking at reviewing the process and bringing new changes to make it more smoother.
There are additions in the process but changes and modifications are very less.
Any process can be optimized on and on.
there is always a scope for improvement cause of experience, changing trends, new medias etc.
, The ousourcing process should be reviewed minimum once in six months.
This should become a norm and it is said that lot of outsourcing companies are not looking at reviewing the process regularly.