Even with the best of planning and implementation, the reality is that from time to time outsourcing projects will run into challenges.  Often, the frontlines are manned by operations folks that are tasked with getting the work done, period.  However, those same folks need help, but where to go?  A clearly defined escalation protocol that enables and empowers both vendor and company to meet, confer and work to resolve issues may be one of the most powerful tools that all parties to an outsourcing engagement may possess.

1. Clearly define the protocol for escalation.  That is to say, not all situations require the four alarm fire bell.  Develop appropriate response plans for a variety of expected, and unexpected, situations
2. Clearly define the key players in the engagement, from day-to-day operations contacts all the way up to corporate sponsors and decision-makers
3. Clearly define the timelines for escalation and response.  Critical issues such as loss of connectivity must obviously be addressed in a much quicker response time than a non-critical issue. 
4. Develop service levels around those key escalation points, and also the procedures for response.  It’s as important how the issues are resolved, and when, as the issues themselves.

The development of escalation protocol, well-communicated internally to your team, will give power and voice to the issues at hand.  An open forum, in a contractual and operational perspective, is one of the key elements to a successful outsourcing engagement and the resolution of issues.