Partnership Quality Survey
Kansikas, Henna (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025112830779
https://urn.fi/URN:NBN:fi:amk-2025112830779
Tiivistelmä
This thesis was done as research for a globally operating company. It focuses on evaluating partnership quality between the company in question and one of their providers responsible for the client company’s pre-collection reminder calls. The objective was to assess whether the provider’s agents feel adequately trained and supported for delivering high quality service in alignment with the client company’s expectations.
The scope of this research was limited to a single provider. A qualitative survey was implemented to get insights into agent experiences across three main areas: training and preparedness, tools and systems support, and communications and help channels.
The theoretical framework consists of outsourcing activities in accounts receivables management and partner satisfaction in business relationships. The survey was done during the early stages of the partnership, making it ideal for early evaluation and improvement.
The results indicate a strong level of agent satisfaction with training, tool and support structures. However, specific areas for improvement were identified. Improvement areas include access to invoice copies, clarity in customer identification procedures and enhanced communication regarding customer agreements. The results suggest that while the foundation for cooperation is strong, targeted actions could further improve service delivery and agent performance.
Recommendations include tailored training, improving system functionalities and improved feedback practices. These recommendations contribute to strengthening the collaboration and ensuring better customer experience in outsourced call center services.
The scope of this research was limited to a single provider. A qualitative survey was implemented to get insights into agent experiences across three main areas: training and preparedness, tools and systems support, and communications and help channels.
The theoretical framework consists of outsourcing activities in accounts receivables management and partner satisfaction in business relationships. The survey was done during the early stages of the partnership, making it ideal for early evaluation and improvement.
The results indicate a strong level of agent satisfaction with training, tool and support structures. However, specific areas for improvement were identified. Improvement areas include access to invoice copies, clarity in customer identification procedures and enhanced communication regarding customer agreements. The results suggest that while the foundation for cooperation is strong, targeted actions could further improve service delivery and agent performance.
Recommendations include tailored training, improving system functionalities and improved feedback practices. These recommendations contribute to strengthening the collaboration and ensuring better customer experience in outsourced call center services.