A Performance Evaluation Framework for Contact Center Outsourcing Partner Based on BSC and FAHP

Under rapidly changing competitive environment, contact center outsourcing, which allows companies to outsource contact center functions to external specialized service providers, is an important strategic decision for achieving sustainable competitive advantage. The selection process of an appropriate outsourcing partner, involving multiple criteria and alternatives, may be one of the most complex decision makings. In this point, this study proposes a useful way how to choose the best one among potential contact center outsourcing partners based on Balanced Scorecard (BSC) and Fuzzy Analytic Hierarchy Process (FAHP) approach. And the process of evaluation and selection suggested in this study is shown in detail through a empirical case study. The proposed evaluation framework and methodology can be applied to the certification program for contact center services.