Customer Operations Outsourcing in Romania

Request for Proposal

To explore how our consulting services can support your objectives, please submit a request for proposal. Our team will review your requirements and respond with a tailored solution designed to meet your goals.

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Strategy and Feasibility

We assess your current customer operations across channels and processes to determine what should and should not be outsourced. This includes demand and volume patterns, service levels, quality, cost-to-serve, tooling maturity, and risk exposure. We build a clear, decision-ready business case and sourcing strategy so you can move forward with confidence, not assumptions.

Design and Target Operating Model

Before speaking to suppliers, we help you define what “good” looks like. Together, we design the service scope and delivery model, including:

  • Service catalogue (voice, email, chat, social, back-office support)

  • Languages and coverage model (hours, peak management, escalation paths)

  • SLAs and KPIs (response times, FCR, CSAT, quality scores, backlogs)

  • Quality assurance approach, training and knowledge management

  • Tooling and integration needs (CRM/ticketing, reporting dashboards, secure access)

  • Governance routines and accountability (RACI, forums, decision rights)

Market Sourcing and Vendor Selection

We use on-the-ground understanding of the Romanian business services ecosystem to identify providers that fit your industry, channels, and language needs. Romania is a mature multilingual delivery location with established service hubs and international operators.

Our selection support includes:

  • Provider landscape mapping and shortlist creation

  • Structured RFP process and scoring model

  • Due diligence (capability validation, delivery footprint, security and data practices)

  • Reference checks and (where valuable) site visits

  • Commercial evaluation (pricing models, ramp-up assumptions, productivity baselines)

We remain vendor-neutral and represent your interests on the client side of the table.

Commercials, Contracting, and Risk Controls

We help you put the right commercial and contractual safeguards in place to maintain control after go-live. This typically includes support with:

  • Pricing model selection and deal structure

  • SLA schedules, service credits, and change control

  • Data protection and compliance requirements (including GDPR alignment)

  • Exit, transition assistance, and continuity provisions

  • Risk register, controls, and ownership model

Our aim is to reduce ambiguity and prevent common failure points such as unclear responsibilities, weak service definitions, and misaligned incentives.

Implementation

Outsourcing succeeds or fails in implementation. We provide hands-on transition support to make the move safe and measurable, including:

  • Transition plan and governance (waves, milestones, readiness gates)

  • Knowledge transfer and documentation (scripts, playbooks, SOPs)

  • Hiring, onboarding, and training approach (including nesting and calibration)

  • Tool access, integrations, and reporting setup

  • Cutover, hypercare, and service stabilisation

We focus on protecting customer experience while ensuring the provider can deliver consistently from day one.

Performance Optimisation and Vendor Management Office

Once services are running, we help you improve performance over time rather than simply “keep the lights on.” We design and/or support a Vendor Management Office (VMO) approach with:

  • Dashboards, scorecards, and performance analytics

  • Weekly operational reviews and monthly service reviews

  • Quality and customer experience improvement plans

  • Issue management, escalation, and continuous improvement cadence

  • Cost, productivity, and value tracking against the business case

This governance layer ensures delivery remains stable and improves quarter by quarter.