1. Contact Center & BPO Partners and Options
If you have made the decision to outsource your internal process the next headache
is finding the right partner for you. All kinds of tricky decisions need to be considered;
do I keep the work onshore or go offshore, how do I know data protection is properly
managed and adhered to, is there a cost benefit to be taken advantage of, is my
brand imagine going to be protected and nurtured, does the supplier have the quality
of staff and internal training and development processes in place to talk to my
customers in the way my own call center agents do, does the partner operate in my
vertical and fully understand the complexities of what my organisation needs, what
locations are right for us?
Sometimes the leading global outsource contact center suppliers are not the best fit
for your business. If you are looking to outsource your entire customer service
operation of 20 or 50 seats would this be best managed in a 2,000 or 5,000 seat
operation? What kind of management focus are you going to get? Maybe a 200 seat
supplier operation is a better fit where your work will comprise 10% or more of all
their activity. Your business becomes very important and will get the focus and time
it deserves. But if you are looking for partners you may well ask yourself ‘who are
these suppliers, how do I find them and how do I know they can support my business
and look after my customers competently and professionally’?
Unless you are an experienced hand in working with outsource partners and know
the landscape and options available to you there can be quite a risk and headache
involved in taking this step and partnering with someone.
Ianmhaines Consulting work with a number of leading call center and BPO
outsourcers around the world. We provide a matching service for clients looking to
outsource a call center or BPO process. We have literally hundreds of suppliers
around the globe whom we have vetted and have worked with and currently work
with in most sectors completing most tasks. We remove the hassle and risk for your
organisation by presenting you with a choice of qualified partners able to provide a
safe pair of hands to take on your process and manage it professionally and
efficiently at a sensible market rate.

2. This is how we work:
We take your brief and provide you with a range of matching suppliers that considers
location, size and scale of operation, experience managing similar processes and
clients in your vertical, accreditation where critical and who offer good value for
money.
Our service is provided free of charge to companies because we are paid by our call
center or BPO partners you place your work with. If we get the supplier match wrong
then you will move your business and we have negatively impacted our own
reputation. So we take the matching process very seriously.
We are involved as much or as little as you require us to be involved. We can
manage the RFP process when selecting partners by putting together a short list of
suppliers and then initially vetting submissions before providing you with
recommendations prior to site visits. For multiple outsource programs where many
vendors operate as suppliers we will act as the co-ordinating managers should you
require us to do so. Otherwise we can just recommend or introduce – you determine
how you need to use us and our expertise.
If any of the suppliers by location (listed below) are of interest then please email me
ian.haines73@btinternet.com and I will be happy to provide you with pricing/quote
depending on what support you need and the scale of the project you wish to
outsource.
My contact details are:
Ian Haines
Mobile +44(0)7899022697
Skype ID ian.haines10
Web: http://www.ianmhaines.co.uk
LinkedIn Profile: http://uk.linkedin.com/in/ianmhaines/
IMPORTANT NOTE: All of our supplier partners work on a set hourly rate or on a pro
rata rate per minute pricing plan. None offer or will work to a pay for performance
model. Commission only programs are not something we generally get involved with
these days. If the commitment is not there from the client financially then the supplier
is just as likely to waste the time of the client by seeming keen initially and then
disappearing as soon as the program has gone live. Generally pay for performance
campaigns do not deliver a win/win scenario for both client and supplier and we
avoid them currently.

3. UK & Europe
We work with a number of UK suppliers ranging in size from 25 seats up to one
supplier with 800+ seats. A number of suppliers are PCI compliant and most are ISO
9001/9002 accredited with a few specialists who are able to support the highly
regulated financial services sector. Supplier specialization covers inbound tech
support, catalogue sales and customer service, charity donation upsells through to
publishing subscription sales. Having personally operated in the UK outsource space
for 20 years all partners offer a very safe pair of hands because I know all intimately
and the key personnel personally.
In Europe we have over 40 multi lingual call center suppliers situated in virtually
every country across Europe. Premium suppliers offer pricing to match the UK and
are located in France, Holland, Spain, and Italy typically but increasingly clients are
being supported by robust call center operations in Poland, Romania, Bulgaria,
Hungary, Moldova, the Baltic States and Ukraine to name a few. Many of these
partners can support 15 – 20 languages with native speakers often at one site at a
fraction of the cost of similar operations in the UK and Northern Europe. One partner
specialises in Scandinavian languages which can be very expensive to source whilst
another is a Balkans state specialist supporting the many languages of that region as
well as core European languages. Neither are small operations with numerous sites
numbering 500+ and 250+ agents respectively.
Additional services offered by European partners include Multi Lingual Social Media
Management via selected partners which is very much the single most exciting
development and additional tool now being offered by contact centers in Europe.
Some partners also offer IT development services, fulfilment and selective BPO
services such as accountancy.
US, Central and South America
We work with a number of call center partners in the US who range in size from 100
seats up to 500+ seats. Most are specialist inbound or outbound shops focussing on
supporting certain sectors only – our partners here tend to be more specialists than
generalists. Outbound sales and upselling on the back of proactive customer service
calls are specialisms in areas such as supporting tourism, financial services –
mortgages, insurance etc. Inbound expertise covers every sector and vertical.
We have a number of partners across Mexico and other Central American countries
including Costa Rica and Panama plus partners in the Caribbean.
South American is catered for by large scale partners in Columbia and Chile plus
smaller boutique contact center partners in Brazil and Argentina.
Africa and the Middle East.
We have partners in Northern Africa primarily supporting French and Arabic clients
operating in Tunisia, Morocco and Egypt. South Africa has long been a favourite
outsource location for the UK and North America offering superior English support
with attractive accents appealing to both customer audiences but combined with
excellent rates. We have a number of key partner relationships in the three main call

4. center regions – Durban, Cape Town and Johannesburg. Additional support is
provided by partners in Nigeria, Botswana and Ghana.
India and Pakistan
We primarily partner with a large scale contact center and BPO in India who
specialise in inbound Customer Service and Tech Support whilst also offering
Business Continuity Planning (BCP). On the BPO side they cover all back end
processing for most verticals but also offer accountancy services and much, much
more. As a premium partner of ours we are delighted to announce that they will take
on 5 seats projects up to 500 seat projects providing the same level of management
and due diligence regardless of size of need.
In addition we have hundreds of smaller Indian and Pakistani outsource partners
who just specialize in lead development and sales both to the B2C and B2B
marketplaces. Of course our partners are also able to offer low cost but high quality
IT development and support.
South East Asia
We partner with a large scale contact center partner with 3,500 seats across the
Philippines and China offering multi language support, including Japanese. They
specialise in supporting market entry into the Chinese market on the luxury brand
side providing inbound sales and customer service support.
In addition we have numerous partners of all sizes in the Philippines and Malaysia.