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There are many things to consider, including the outsourcing provider's
experience in the application or process you are looking to outsource, their
knowledge of your industry, service level agreements, and customer service.
The more critical the outsourced application or function, the more crucial is the expertise.
You should not have to train the outsourcing company about your application
especially if it is a time-critical application unless it is a unique
application within your industry. If this is the case, you may not want to
consider outsourcing it.
While most people overlook the value of industry knowledge, this is a major
consideration. Within your own origination, you understand the importance
and value a knowledgeable employee brings. This same value would apply to an
outsourcing company.
Service level agreements are important. Not just the agreement for system
support, but application support and customer interface are just as
important. Does the outsourcing company understand your customers and how to
deal with based on different criteria, (i.e., largest, most difficult, less
knowledgeable, etc.)?
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