As pressure to deliver great Customer Experience grows, more organizations are rethinking their Contact Centre Outsourcer relationships.
Too often, their hands are tied by outdated or ineffective outsourcing agreements — contracts designed years ago by colleagues who have long since left the organization.
And the result? Stalled improvement, strained partnerships, and missed opportunities for Customers and Employees alike.
Common Challenges in Outsourcer Relationships
Over the years, I’ve been asked countless times:
“Dan, can you help us take a fresh look at our Contact Centre Outsourcer contract or evaluate performance?”
Here are the issues I see most often:
Outdated contracts — agreements drafted years ago that no longer align with CX priorities.
“Not in the contract” mindset — Outsourcers focusing narrowly on contract terms rather than customer outcomes.
Under-prepared client teams — organizations assign vendor management to mid-level staff who lack the background or support to manage a complex outsourcing relationship.
It’s not surprising that when contracts expire, many clients quietly switch providers.
Why This Matters
Contact Centres, Customer Care, Customer Experience — whatever label you use — represent a complex business discipline.
It’s not just “being nice on the phone.”
It’s about managing an ecosystem of people, processes, and technology — with high stakes for brand reputation and customer trust.
When client-side leaders don’t step up to the plate, they:
Fail to build their own Customer chops (deep understanding of the discipline).
Miss critical opportunities to shape performance and CX outcomes.
Put their organization at risk when senior leadership inevitably asks:
“Why are we getting so many complaints?”
“Does anyone understand our outsourcing contract?”
“Are we delivering on our self-care and human-care strategies?”
How to Build a Stronger Outsourcer Relationship
If your organization relies on an outsourcer, here are three essentials:
Take the relationship seriously.
Vendor management should never be an afterthought or “just another responsibility.” It requires time, focus, and expertise.Build your Customer chops.
Learn the industry, invest in professional development, and understand the realities of Contact Centre and CX management. You can’t hold a partner accountable for what you don’t fully understand yourself.Partner, don’t police.
The best outsourcing relationships are collaborative. Both sides bring expertise, share accountability, and work together to create better outcomes for Customers.
Final Thoughts
Outsourcing can be a powerful strategy. But outsourcing doesn’t absolve you of responsibility.
Your organization must still decide who will manage the relationship and how.
When you invest the time to learn, build your chops, and partner with your outsourcer, you’ll not only improve performance — you’ll strengthen your credibility as a Customer Experience leader.
Thank you for reading!
I regularly share stories, strategies, and insights from our work across Contact Centers, Customer Service, and Customer Experience. If this resonates, I’d love to stay connected.
You can drop me a line anytime, or subscribe via our website.
Feel free to drop me a line or subscribe via our website.
Daniel Ord
[email protected]
www.omnitouchinternational.com
