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Frequently Asked Questions:

Q: What is a CSP?

A: A Client Service Provider: a service company dedicated to providing outsourced services to another company, such as help desk, telemarketing, logistics etc.

Q: What does it cost?

A: That depends: Sort of like - what does a car cost? From hundreds of dollars to tens of thousands depending on the quality, warranty, size etc. In outsourcing the question is - How much service is required? What's the forecast? So be prepared (with assistance if necessary) to articulate the need.

Q: How detailed a forecast is required?

A: Very. * See "forecast" in our glossary. The closer you can proximate what may be required, the closer your cost estimate will be!

Q: Is there a minimum?

A: Yes.

Q: Is there a maximum?

A: No. CSPs come in all sizes including giants and are willing to increase capacity.

Q: Can we sample the service?

A: Yes. * There will be due diligence and probably a NDA (non disclosure agreement) signed prior to partaking of tests, tours, meet and greet your potential CSP (Client Service Provider)

Q: Do we need a contract?

A: Yes.

Q: Who provides the contract?

A: That depends. CSPs will provide service contracts for clients to use. Should the client have standard company contract documents, these can also be used to authorize the agreement.

Q: Who provides training?

A: That depends: how complex was the articulated need? how branded is service requirement? what are your company preferences? Typically CSP's have full time professional trainers on staff and volunteer basic training service and keep the door open for client provided specialized training delivery

Q: When can we start?

A: That depends: how complex was the articulated need that provided the answer to cost? If the answer was simple and we've done it before and it is not large (relatively) then ..hours or days. If the answer was complex, large and new (relatively) then weeks or months.

Q: Who manages the implementation?

A: The service provider and client are jointly tasked with implementation responsibilities to complete the transition. It can neither be totally dragged in from the provider's side or pushed in from the client's side. Coordinated effort is required! Oasis provides this coordinated service.

Q: Who manages the service?

A: The client! The CSP plans organizes and delivers the service to the best of their ability. The client pays for this service and owns the relationship with the end customer. The client owns and manages the service. CSP typically provide all the reports and information required to facilitate this management responsibility. Oasis provides this ongoing management service

Q: What is the difference between inbound and outbound?

A: Inbound services are set to respond to customer queries as in technical help desks, e-mail response or web chat sessions. Outbound programs are structured to initiate calls to customers as in telemarketing and survey activities.

Q: Can you explain "answered minutes" charges?

A: "Answered minutes" include only the actual time an operator spends on the line with one of your callers. You are not billed for the time it takes the system to answer the call, administrative work performed after the call, reporting to you, or for any other non-operator time.

Q: What is the difference between teleservices and fulfillment?

A: Teleservices include communications services such as inbound help desks and outbound telemarketing including e-mail and web services. Fulfillment services include the warehouse, pick, pack, ship, and invoice of materials.

Q: What is the difference between a Call center and a Contact center?

A: Typically a contact center has moved beyond telephony and integrated computer support to provide increased channels of support as in e-mail and web features.

Lee