Student Internship Program

Hi Mark Try Kendlebell... Catherine Maciocia Kendlebell www.kbfife.co.uk Myregormie Place Mitchelston Industrial Estate Kirkcaldy Fife KY1 3NA T: 0844 669 7050 F: 0844 669 7051 Just mention my name. Cheers Scott Melvin

Hi Mark, I used to run a Contact Centre and I would suggest starting by designing the experience you want your customers to have. For example, if they call you, who will pick up, what languages might they offer, are they likely to have their issue solved at this point, or will it be forwarded to someone else in your organisation. If they're international customers, will you offer them a local number to call? Who answers emails? Will they have the option to IM (instant message)? Once you have this, you can more easily compare different outsourcers and it will also help you negotiate SLAs.