Insourcing vs Outsourcing: A Weighted-point Evaluation Matrix and How to Measure Contact Center Perf

Total Cost Analysis

Insource or Outsource
Based on your total cost analysis of Figure 1 and the findings from your research on the industry and locations, list and explain your choices for the performance dimensions or criteria on deciding to continue to
Insource or Outsource, then utilize a weighted-point evaluation matrix to evaluate the two options. You are to select 4 additional criteria in addition to cost based on your industry research.
a) A total cost analysis (like Text Table 5.10) based on Figure 1 above chart should be shown to justify costs. Totals and conclusions must be clearly stated for the reader . But, cost is just one of the five criteria and should be included as such in the write-up—not stand out in a separate section.
b) Explain why you selected the four additional criteria that were researched. Ensure that these dimensions are NOT overlapping and assist in differentiating between the 2 options. Each one should be an important factor independent of the others.
c) Explain the weighting for each of the 5 criteria. Price + 4 additional ones. Weighting totals 1.
d) Set a rating scale (1-5). Assign and explain why you chose the relative rating for each of the five criteria for each choice (insource/outsource).
e) Utilize the weighted matrix model to evaluate the two choices.
f) Finally, state your final recommendation (insource or outsource) based on your analysis and weighted matrix model numeric outcome.

2) Benchmarking the Contact Centre
Management also wants you to recommend ways they should measure the efficiency, productivity, and/or effectiveness of the contact centre whether it is under their own control OR outsourced. Your managers
want to know specifically how they could measure performance of the online assistance whether we continue to insource or outsource it. You must provide four specific, quantifiable different metrics to measure the performance of the contact centre. Each measure must contain an explanation of what the measure is, the reasoning on why it is important to measure, and how each measure could be completed. “You can’t manage it if you can’t measure it.”
Additional Instructions: First off, you need to understand the industry. Using Conestoga College LRC databases, and YouTube videos, research the industry and locations and identify what performance criteria
or dimensions, other than costs, RITS should be considering? Each person in the group must provide at least one different article. Other student papers from any source are not considered articles. We don’t need copies of the articles but ensure they are fully identified on the reference page.Remember to use in-text citations or references to the various articles in the text as it builds credibility.
Building it into the text is powerful…”For instance, from the January 2018 edition of the Inbound Logistics Magazine, we found…” (no intext citation needed here but the full referencing information must be in the
references list).This case is due to the Assignment Box according to your schedule. The Peer Evaluation, signed by ALL members is due at the beginning of class as indicated on your schedule. All late assignments will receive a zero grade.
Additional Marks:
a) Formatting
Utilize what you’ve learned in Communications and Computer classes to lend a professional appearance to the report. I expect to see you using headers and footers, page numbering, Styles for formatting titles, and wrapping/captioning of figures. Plus, being a professional report it will have a cover page (nice), a Table of Contents, an Introduction, body and Summary.