A Quick Guide to Outsourcing - Talkdesk - ContactCenterWorld.com Blog
Knowing when, where, how and why to outsource your call center or other business processes can be a difficult task. There is no one right time in a business’ lifecycle in which outsourcing should or shouldn’t be considered as outsourcing can be beneficial regardless of the size and stage of the company. There is not one way to do it or one reason why you should. Given all that, here are some tips on why and how companies should outsource.
There are so many reasons why outsourcing can be beneficial to a business but here are just a few.
1.Talent and resources
Outsourcing can provide access to resources that might be too expensive or otherwise difficult to obtain. A company is able to tap into the expertise of the outsourcing company and it’s highly specialized workforce in a cost effective manner. Good talent can be hard to find, and sometimes, even harder to retain. Then add in the cost of recruitment, training and lengthy hiring cycles and it becomes even more expensive and difficult. Outsourcing can help overcome these challenges and bridge talent gaps.
2. Ability to remain agile and adapt
Outsourcing can also help companies stay up to date with latest and greatest in technological advancements. As technology constantly changes, outsourcing can give businesses an efficient and cost effective way to take advantage of new tools without having to make large investments in new technology and labor. With the right outsourcing partner, businesses can adapt quickly to the constantly changing landscape, remaining agile and flexible.
3. Stay focused on core competencies
Perhaps the biggest and most important benefit to outsourcing is that companies are able to stay focused on their core competencies and key customers. By outsourcing non-core business functions like billing, customer support and data entry amongst much more, companies are able to focus on core competencies that add value to the business’ livelihood and continue to innovate and grow.
These is no single formula for the important task of choosing the right outsourcing partner but here are a few tips.
For starters, it’s important to check the expertise of the outsourcing vendor to ensure they are able to achieve the desired end-result and have the references and past experience to show for it. Businesses should do their research before signing with a partner.
When picking the right partner, businesses should consider where the outsourced offices are located based upon their needs. Is there a certain time they need coverage and is there a better time zone for the work? Are they looking for certain language capabilities or cost structures? Every location has it’s benefits. For example, TaskUs chooses to build offices in the Philippines for a number of benefits including language neutrality, westernized culture and the availability and high education level of the Filipino workforce.
It’s also important to understand how communication is facilitated on a day-to-day basis. For example, at TaskUs, after a new campaign is launched, clients have full access to a dedicated onshore based Client Services Manager as well as access to their campaign’s Operations Manager who is based on the floor in the Philippines. That way, clients are able to communicate easily and effectively with our team, who is ultimately their team as well. It’s important that communication is open and easy and the outsourcing team is accessible at all times.
Another important factor to look for is company culture. Does the outsourcing vendor have similar company values and beliefs? Are employees treated the way you would treat your full-time employees? Not only is building a strong company culture a huge focus of successful businesses these days, but more importantly, the right outsourcing partner should feel like an extension of the business.
5. Face-to-face meeting
Lastly, it’s always a good idea to to have a face-to-face meeting and site visit with an outsourcing vendor before closing the partnership. An outsourcing vendor should have the opportunity to present their expertise and demonstrate their abilities and a company should have the opportunity to ask any questions and determine cultural fit.
We know that outsourcing can seem scary, especially for first time outsourcers. The unknown and foreign is always a scary place to be. But when equipped with the right knowledge and the right partner, there is nothing scary about it. Why expend unnecessary resources doing it yourself when you can count on a reliable partner with specialized expertise and knowledge and the time to focus solely on getting the job done right the first time? From our experience, we know that the right outsourcing partner will feel like an extension of your in-house team and your culture. They will invest in your processes just as much as you do and protect the product and brand like it’s their own. They will be available at all times to answer any questions or concerns and won’t rest until you feel comfortable and know that you are in good hands.
TaskUs is a Santa Monica-based customer care and back office support company that helps innovative companies provide exceptional customer experiences. We facilitate hyper-growth like no other BPO. Leveraging our deep expertise of digital services, we provide the people, process and technology needed to deliver operational excellence, scale support systems and increase the bottom line. Learn more at www.taskus.com.
Publish Date: May 11, 2016 5:00 AM
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