Is your organization looking for support when it comes to finding and recruiting the right employees and are you also looking for an unburdening when it comes to achieving better customer contact results? Then insourcing could be the solution for you.

Often our customers deliberately choose for insourcing rather than fully outsourcing their customer contact because they want to make sure that their customer contact remains a crucial part of their organization. They want to have their own influences on the customer.

At the same time they want to stay focused on their core business and elevate their customer contact to the next level with our expertise. Our co-operation with the customer also intensifies greatly because our Yource Members operate at the location of the customer.

This way the Yource insourcing team can be the only customer contact team within the organization but it could also collaborate with existing customer contact teams as a supporting , benchmark, or pilot team.

We offer 2 kinds of insourcing solutions:

201211 Yource Group Insourcing
201211 Yource Group Insourcing

About our insourcing solutions

  • Recruitment
    When you choose for an Insourcing solution, Yource will be fully responsible for the recruitment and employment of the teams. We always start by getting to know you and your organization, so we know who would fit in with your project and your company culture. When we have identified the right candidate profile that matches with your organization, we will start recruiting.

  • Project size
    In the case of Insourcing, we will put together a team including a manager for a minimal amount of working hours. It’s advised to have a full team (with for example 20 employees) to make Insourcing profitable as there is a separate team manager, coach, and planner appointed for the team.

  • Labour conditions
    Yource will always take full responsibility for the employees on the Insourcing projects. We make sure all contracts, payments and working conditions are compliant. You can choose to follow your own labour conditions, however, you can also choose to follow the Yource labour conditions.

  • Set up & management
    Yource will be responsible for the daily management of the team(s). This means a team manager will be appointed who will manage the team according to the Yource workflow. Besides a team manager, the team will also be supported by quality monitoring, coaching and WFM processes. As we are responsible for the output, it is desirable that we are also responsible for the monitoring of the quality. Of course, you are always more than welcome to also measure the quality yourself in any way you’d like. Coaching will be done by our coaches to continuously improve and ensure the quality of our employees. Based on your forecast we will take care of planning, scheduling, and traffic. Yource will also create operational reports using the data available. If you would rather have us use your systems, we'd be more then glad to do so.

  • Output responsibility
    During Insourcing, Yource is responsible for the achieved output on the agreed goals, objectives and KPI’s. As well as risks of unwanted churn and absenteeism. To make sure we live up to the expectations, we always have a client manager that is responsible for the project who will be your first point of contact.

  • Onboarding & education
    Because Yource is responsible for the results, our academy will use their resources to make sure all team managers, coaches, trainers, and employees are fully trained. We will also create the onboarding training so ours fits perfectly with your own. We will also continue their training over time. We will create all training, e-learnings, and other required courses using your content to make sure everything is the same quality as your own.

  • Location & facilities
    Because our team will work at your location when you choose our Insourcing solution, they will be using your facilities, workplaces, areas to take a break, system access, et cetera. This means that the employees also follow the COVID-19 measures of your organization.

More information about our services

Would you like to know more about our customer contact solutions? Feel free to contact us for more information.

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