Customer Support Outsourcing Checklist
A working checklist for evaluating whether you are ready to outsource, what to prepare, which questions separate a serious provider from a sales pitch, and what must be nailed down in the agreement before anyone starts.
4 pages · Markdown · No email required
Business owners and operations leads evaluating support providers.
What's inside
- A readiness assessment covering documentation, access and internal ownership
- The material you need to prepare before onboarding begins
- Twenty-two questions to ask any provider, grouped by topic
- Contract terms worth confirming in writing
- A go-live checklist for the first two weeks
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The thinking behind it
These guides explain why the template is structured the way it is, and what goes wrong when it is not.
In-House vs Outsourced Customer Support
What each model actually costs, what you give up, and the specific situations where in-house beats outsourcing regardless of price.
9 min readRead →When Should a Small Business Outsource Customer Support?
Seven signals that the timing is right, three that it is not, and how to start small enough that being wrong is cheap.
8 min readRead →