Managing Contact Centre Outsourcing Partners

Learning Level: Manager, Specialist

Format: 3 Hours

Delivery: Virtual

Outsourcing can unlock expertise, flexibility and value, but only when relationships are managed effectively. This course gives you the skills, confidence and framework to create high performing contact centre outsourcing partnerships.

Managing an outsourced operation is about far more than contracts, service levels and governance meetings. The strongest contact centre outsourcing partnerships are built on trust, shared accountability and a clear understanding of what success looks like for both organisations.

This practical course helps you move beyond supplier management to develop a genuine partnership approach. You’ll explore how to align strategic objectives, create meaningful performance conversations and establish measures of success that drive the right behaviours. You’ll learn how to balance commercial expectations with customer experience outcomes, ensuring every decision supports your wider business goals.

The course also focuses on the human side of outsourcing relationships. You’ll discover how visible leadership, clear communication and collaborative problem solving can strengthen partnerships, improve engagement and create a climate of success. Through real world examples and practical discussions, you’ll identify common challenges and learn proven approaches for managing them effectively.

Whether you’re working with a single outsourced provider or multiple partners, this course provides a blueprint for success. You’ll leave with practical tools, greater confidence and a clearer understanding of how to build productive, long term relationships that deliver value for customers, colleagues and stakeholders alike.

Course content

Partnership foundations Build productive relationships through trust, transparency and clearly defined mutual expectations.

Strategic alignment Connect outsourcing objectives with organisational goals, priorities and customer experience ambitions.

Governance framework Establish effective structures supporting accountability, decision making and performance management.

Performance measures Create balanced scorecards focused on outcomes, quality, efficiency and customer value.

Commercial awareness Understand commercial drivers and develop mutually beneficial approaches to partnership success.

Accountable conversations Handle performance challenges constructively whilst maintaining positive working relationships throughout.

Stakeholder engagement Influence key stakeholders through clear communication, credibility and collaborative behaviours.

Risk management Identify potential issues early and implement practical mitigation strategies.

Continuous improvement Drive innovation and improvement initiatives through joint ownership and shared learning.

Leadership approach Demonstrate visible leadership behaviours that strengthen trust and partnership effectiveness.

Learning outcomes

Create stronger outsourcing partnerships through clear expectations, trust building and aligned objectives.

Apply effective governance approaches that drive accountability, collaboration and continuous improvement.

Measure performance using balanced metrics that support customer and business outcomes.

Manage challenging discussions confidently through constructive, accountable conversations and shared ownership.

Strengthen stakeholder relationships through effective communication, influence and partnership management techniques.

Identify risks early and implement strategies that protect service quality.

Enquire here

Who should attend?

Anyone responsible for outsourced customer service performance.

What will you learn?

Build stronger partnerships that improve customer and business outcomes.

How much is it?

£375 +VAT, Members receive a 20% discount

Format Info

3 hour online workshop, using Zoom.

Group discount

Additional discounts available for group bookings

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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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Contact Us

0333 939 9964
info@ccma.org.uk
CCMA Ventures Limited
5th Floor
16 Great Queen Street
Covent Garden
London
WC2B 5DG
CCMA LinkedIn

Reg No: 5799326