How Can I Convince a Telecom Client to Outsource Their Entire Contact Center?

Thank you. Actually, I'm working as an Assistant Manager of Operations in a BPO. Recently, I started working for the business development team as well. Currently, we have a telecom client for whom we manage manpower and operations. Now, we want to present to them the benefits of outsourcing the entire contact center compared to the present modality. Currently, we are billing them based on man-hours, providing them only with manpower and operations. We want to give them a presentation based on the points below and offer them the benefit of outsourcing the entire contact center. I need to know how to prepare this presentation and what points to include as I have no idea. What services can a telecom outsource? What benefits would they have if they outsourced their entire contact center? If we suggest an FTE-based operation, how could they benefit? Please help me prepare this presentation.

The presentation should include the following:

- Present modality
- Challenges faced in the current modality
- Proposed modality
- Benefits of the proposed modality for Teletalk
- Financial/operational efficiency enhancement and increased customer satisfaction

Thanks,

Farhana

The decision to outsource or bring in-house operations is based on several considerations:

a) Cost savings
b) Distraction from primary business activities

When suggesting outsourcing to a client, it is crucial to demonstrate its cost-effectiveness. For instance, taking over a contact center incurs various costs such as:

c) Infrastructure (Fixed)
d) Manpower (Recurring)
e) Operations (Fixed and recurring)

I am unsure of your arithmetic method, but if a client is currently spending Rs 1 million on running a contact center and you propose to take over, the cost breakdown would be:

[costs mentioned in points (c) + (d) + (e) above] + [your profit] + [Service tax at 14% per month]

For outsourcing to be viable, this cost should be below Rs 1 million, with a saving element of at least 5%. Additionally, consider factors like data protection and security.

However, can you manage the contact center at Rs 0.95 million? That is the million-dollar question!

P.S.: As a business development professional, it is essential to enhance the quality of your writing. The way information is presented in your communication reflects on business development efforts. Therefore, my suggestion is to focus on improving your presentation. Clients appreciate attention to detail.

Thank you,

Regards,
Dinesh Divekar

Dear Farhana,

You are from Bangladesh, and I think you have to present to clients why your company is good and what is the USP of your country in terms of talent pool, etc. At present, outsourcing has matured. Cost saving alone is not the only factor the client considers. Value-add is a key requirement, and clients are willing to pay for it. So keep that in perspective.