3 Outsourcing Mistakes an SME Business Should Avoid - Taking You Forward, Inc. - ContactCenterWorld.com Blog
Just when you thought things were going well when you outsourced your SME services to a call center company, the cracks in your otherwise brilliant move started showing. You and your outsourcing provider are having issues and your disagreements are getting in the way of your company’s growth. But where did the trouble begin and could you have prevented this from happening? To ensure a smoother transition to outsourcing, there are certain mistakes an SME business should avoid right from the start:
Mistake #1: Choosing the provider with the lowest price
The main motivation to outsource for both an SME business and a large corporation is to minimize costs. Because of this, many make the mistake of choosing the BPO provider with the lowest price, believing that all call center companies are the same. The quality of work one company provides is always different from others, just as your products are not entirely the same as your competitors. Do not sacrifice quality for price.
The solution: If you are really hard up on funds, select a BPO provider who can offer you value for money. Do your research and find a provider recommended by your associates. Or, check the testimonials of your preferred provider’s previous and existing clients.
Mistake #2: Relinquishing all control of your operations
While being able to step back and let someone else do the work is indeed a benefit of outsourcing, removing all your responsibilities and letting your provider learn everything on their own is unwise. Your vision and leadership is still needed, to keep them on the right track and set them straight when they deviate from your standards.
The solution: Empower the management staff of your team to make decisions and implement improvements for your SME business but draw the line at what they are allowed to do and what needs your feedback and consent. Continue to oversee and monitor the progress of your outsourced team by communicating regularly with the management designated by your call center company.
Mistake #3: Not setting concrete performance expectations
Believing the best of your BPO partner is all well and good but allowing them to set targets for your SME business by themselves may not give you an accurate picture of growth and progress. What might be considered an improvement by them might not be the same as what you have pictured out.
The solution: Set a benchmark based on your current operations and then determine your targets and performance indicators for the outsourced team. This will give you a more precise report of their progress and help you plan any needed improvements or contract renegotiations.
Save yourself from heartache and unnecessary arguments by avoiding these three mistakes. Start your outsourcing initiative off on the right foot for higher chances of a successful partnership with your BPO provider.
Publish Date: May 26, 2016 5:00 AM
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