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The factors that influence decisions to outsource, and those that persuade Telco's to retain in-house CCB operations, need to be understood. Outsourcing may provide a more cost-effective or a more technologically future-proof solution. But many
telcos fear the risk of losing control of one of their most valuable assets, the customer
data. For operators considering outsourcing, success will depend on long-term partnerships based on carefully defined requirements and include:
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Service
level guarantees |
|
Flexibility for change |
|
Clear ownership of technology and data |
When assessing which options are
the most CRM packages for the organisation, other aspects should also be
taken into consideration. These will include factors such as:
|
Life time costs |
|
Integration
with other systems, current and proposed |
|
Support
provided and response times |
|
System
flexibility and
evolution capability |
Related areas within this Research
Focus topic, include:
Metrics Service
Billing Systems
Additional information is also
available on this Research Focus topic, these areas include:
Loyalty
CRM Call
Centres
Call
Handling
Return to the Introduction
page of this Research Focus topic.
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