- Be realistic - Just because you've outsourced a function doesn't mean there will be dramatic improvement right off the bat. Develop realistic improvement benchmarks which both parties agree to.
- Get examples from the outsourcer on measures from other clients - Ask the outsourcer for other client examples and what has worked well/not so well at that client. If you can avoid completely re-creating the wheel, do it.
- Agree on regular, standing meetings to review performance measures - Have a standing, periodic meeting where both parties review agreed-upon measures and discuss both successes and challenges. It's super important that the program manager for the outsourcer drive the meeting; don't let the salespeople do it.