1. Join us in this highly interactive, controversial, potpourri discussion on outsourcing. Handout loaded with outsourcing resources will be provided to those in attendance.

2. Considerations for Outsourcing: The Good, the Bad, the Ugly Presented by: Ivy Meadors High Tech High Touch Solutions, Inc.™ www.hthts.com ~~~ Ivy@hthts.com

3. “You’re job is going to another company, probably offshore.”

4. Shock, surprise, anger, disbelief, betrayed, fear

5. Out-sourcing Co-sourcing In-sourcing

6. Why Do Outsourcing Efforts Fail? 1. Unrealistic service levels 2. Ineffective, inaccurate metrics 3. Data isn't effectively captured and shared back with the primary enterprise 4. Failure to communicate culture change 5. Don’t understand why the need to change

7. “Actual outsourcing costs”

8. Are the Cost Reductions Real?

9. Risks

10. Legal Considerations

11. Service Levels

12. Up-selling Cross-selling Value-selling

13. Economic impact

14. Culture considerations (country and company)

15. Training Requirements

16. Technology Considerations

17. Reachablilty and Understandability

18. Using Outsourcing to Fuel Success

19. Keys to Outsourcing Success “Every customer should be made to feel that the company cares about them personally.” 1. Gather proper data and evaluate 2. Service levels 3. Build a loyal customer base 4. Offer superb value and service 5. Understand the lifetime value of the effort 6. Guarantee this is the best thing for the enterprise AND the people

20. The enterprise must have: The right liaisons A strategy in line with the business Do-able, measurable service levels Proper culture Incredible communications Ensure a successful outsourcing effort

21. Manage costs, thinking of the entire company, not just your own group. Call Centers/SMEs are the front door to your external customers and Help Desks are the backbone. The outsource provider must focus on the customers just as you would.” - Ivy Call Centers/SMEs are the front door to your external customers and Help Desks are the backbone. The outsource provider must focus on the customers just as you would.” - Ivy Function as if it is Your Own Business

22. 1.Customer-centric business strategy to create and sustain long-term relationships 2.Philosophy that aligns company activities around customer needs 3.Technology considerations “Don’t make it complicated!”

23. Is the customer getting better service at a lower cost to the corporation?

24. Bringing it home

25. I would love to hear from you, Ivy@hthts.com High Tech High Touch Solutions, Inc. Ivy Meadors Speaker, Consultant www.hthts.com (425) 398-9292 Sign up for eSharings at www.hthts.com

26. Disclosure Resources provided by High Tech High Touch Solutions, Inc.™ do not in any way intend to show favoritism to any one product or company, nor to infer recommendation. The resources are not intended to be all inclusive. We have provided this information to offer you resources that may assist you in your efforts to enhance your customer service offerings.