At Met Technologies we believe that modern problems always require modern solutions. What do you do to grow your business? Diversify, it of course. What do you do when you lack workforce strength big enough to handle your business? Why, outsource it, of course. Outsourcing is not a trend, rather a necessity which has become a part and parcel of running a business in the 21st century. Workforce strength is not the only limitation that forces business owners to outsource. Different businesses approach BPO outsourcing companies in India every day. But, few of these services perform due diligence to ensure that the outsourcing collaboration is an effective one.
How to ensure an effective outsourcing partner
An effective outsourcing service is one which can not only help handle productivity volume, but, also help you retain customers by influencing customer relations in a positive way, implement policy and adhere to compliant policies.
In these regards, in order to improve or ensure that you have an efficient outsourcing service at your beck and call, you must:
1.Set a list of targets and operations
Before outsourcing the business, as the business owner you must make a list of the operations that you are outsourcing to the service. It may include usual BPO operations such as payroll management, billing management, technical support or even digital marketing.
In our line of work, we believe that setting corresponding targets for these operations can help you evaluate the outsourcing service better.
It is a prudent move for a business to evaluate the service quality of an outsourcing partner before hiring the latter. Find out if the outsourcing company enjoys popularity due to excellence in the services that you need, or something else entirely.
Find out, what their service performance says about them, what feedback has been shared by existing clients, before hiring the outsourcing service. Comparing different outsourcing services may offer some clarity in selecting the right one.
If you have already hired an outsourcing service and need to confirm if they are worth your investment, then you need to monitor the latter. Every company that aims to hire an outsourcing service must also maintain a department whose sole job is to stay in touch with the outsourcing operations 24/7. This team will keep track of the progress in outsourced operations, compliancy, etc. and also help cascade updates and changes if and when required.
Business runners have to be diligent if they wish to have a fruitful outsourcing liaison. Performing due diligence should not just stop with hiring the outsourcing company. You need to keep track of their recruitments, training literature, compliancy adherence, etc.
Even absenteeism on the outsourcing services end should be apprised to you. Associate accountability with the outsourcing service, so that you no longer have to be answerable for shortcomings of a department that is not under your purview. For example, at Met Technologies, we go the extra mile to ensure that customer dissatisfaction in client services is resolved at our level; so, nothing but critical service outages and failures reach our client.
5.Regular communication and evaluation
Regular communication is the key to understanding and building a more productive working relationship. At Met Technologies we encourage our clients to stay connected with us 24/7, so that they can reach out for anything they need.
You must also evaluate the outsourcing service from time to time to ensure they are meeting targets projections. The BPO processes we outsource here in Met Technologies are tailored to ensure our client-end evaluations pass with flying colours!
So, when you are hiring an outsourcing service, make sure you are following up on these aspects.