Published: 27 March 2024
A poorly executed exit from an outsourcing partnership can negatively impact CX, yield, budget and business continuity. This document outlines a three-step strategy for customer service and support leaders to ensure a secure and successful transition, minimizing operational and customer impacts.
Exiting an outsourcing partnership requires robust decision making and implementation to encourage cooperation between stakeholders to minimize the impact on customer experience (CX).
Failing to observe the different scenarios and the risk each may incur during ceasing of the outsourcing partnership can add to the overall cost of service and support operations.
Not managing or controlling the transfer of customer contacts volume from an existing partner can impact the customer loyalty and brand perception.
To manage service delivery risks during the transition, customer service and support leaders should:
Create an “exit project” plan to cease the partnership within the scheduled period
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