Understanding the 5 Steps of the Outsourcing Process - Taking You Forward, Inc. - ContactCenterWorld.com Blog
Before you enter the wide and wonderful world of outsourcing, it’s important that you have an idea of how the entire outsourcing process works. You can make better decisions and be prepared for challenges when you know what to expect from this business move. We’ll take you through the process of outsourcing to a call center company, step by step.
Step 1: Plotting the change and preparing
When you’re seriously considering outsourcing, you begin by conducting thorough research. Discuss with your management team what your goals are and what you hope to achieve through this venture. Risks are inevitable for any business move so it’s also crucial to weigh the risks and think of alternatives should this move prove to be unsuccessful. A lot of people are also going to be affected by your decision and you need to plan how to approach everyone involved: from your employees, to your investors, and especially your customers.
Step 2: Striking a partnership
Once you’ve considered all the pros and cons and finalized your plans, then it’s time to start looking for a BPO or business process outsourcing provider. Ask around and contact several before you make your choice. Consider their experience, pricing, specializations, testimonials from clients, infrastructure, and management. Remember, that what would ultimately benefit you is a provider that can satisfy you in the long run. Be clear about what you expect from your preferred provider when it comes to responsibilities, communication, performance, and issue resolution.
Step 3: Making the shift and re-organizing
Once you’ve sealed the deal, it’s time to delegate. You hand over the duties and tasks to your BPO partner. They will begin hiring and training your new personnel. However, it will still take some time before the formal launch of the new setup. To ensure success, you need to be actively involved throughout the whole process, from the selection process to the training program. If you have employees who will be affected by this change, don’t neglect to provide for them or transfer them to a different department where they can be more productive.
Step 4: Controlling
Make allowances for a period of adjustment for all concerned. Track the progress of your new and existing employees. Re-train or coach anyone who does not meet standards and reward those who are doing well. Acknowledge the progress of your provider and any improvements they’ve made to the system.
Step 5: Evaluating performance
Throughout the adjustment period, continue to constantly get feedback from your customers. At the end of the adjustment period, evaluate the growth of your business based on the provider’s performance. By this time, you make changes to or extend your business contract with your BPO provider. If things don’t work out for either of you as a result of the evaluation, you may also decide to part ways and end the contract.
All these steps will be easy and can lead to growth and profit if you make methodical, careful plans, and choose an excellent BPO partner. When you partner with a fast-growing call center company in the Philippines, like us at Taking You Forward, Inc., you can be assured that we won’t leave you groping in the dark. We’ll guide you all the way to success.
Publish Date: December 28, 2015 5:00 AM
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