Outsourcing Customer Service : A Conceptual Step-by-Step Process
Nygren, Niina (2016)
Metropolia Ammattikorkeakoulu
2016
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016061012643
https://urn.fi/URN:NBN:fi:amk-2016061012643
Tiivistelmä
This study is about building a conceptual step-by-step process for a customer service outsourcing project. The case company provides its clients outsourced customer services. They have created a service solution that combines technology and resources needed for outsourcing customer service. To complement this solution, this study provides a conceptual process for implementing the service to the outsourced service supplier.
Data for the study is collected from relevant literature, and by one-on-one interviews. Based on the findings of current literature on outsourcing, elements needed for a successful outsourcing project are listed. The subsequent current state analysis performed on the case project shows there are some challenges in the knowledge transfer of the service. This is researched in more detail to improve the process in future outsourcing projects.
Based on the findings of the CSA and Conceptual Framework, the process proposal is built in collaboration with the case company key stakeholders and validated by the CEO of the company.
Finally suggestions on the new process implementation to the company is discussed and suggestions given for further development of the knowledge transfer process.
Data for the study is collected from relevant literature, and by one-on-one interviews. Based on the findings of current literature on outsourcing, elements needed for a successful outsourcing project are listed. The subsequent current state analysis performed on the case project shows there are some challenges in the knowledge transfer of the service. This is researched in more detail to improve the process in future outsourcing projects.
Based on the findings of the CSA and Conceptual Framework, the process proposal is built in collaboration with the case company key stakeholders and validated by the CEO of the company.
Finally suggestions on the new process implementation to the company is discussed and suggestions given for further development of the knowledge transfer process.