GETTING THE MOST OUT OF OUTSOURCING, AN INSIDER’S OPINION
Outsourcing is not exactly some kind of secret recipe to success that only a few are privy to anymore- it has been mainstream for some time now. Almost every kind of business is outsourcing one process or another.
Everyone certainly has something to say about it these days.
But why are outsourcing success stories not being told as much as expected, given the number of people who are into it? Why aren’t you telling yours still?
There must be a number of reasons why outsourcing isn’t working out as good for you, but the most probable one is: you aren’t doing it right. Don’t be offended. Even seasoned outsourcers make mistakes. But the difference is, pros learn from their mistakes and move on from it, while outsourcing newbies just keep on going despite the negative results hoping something would go right along the way.
Don’t be that newbie.
One of the most common pitfalls of outsourcing is also one of its greatest strengths: it’s affordability.
If the service is so cheap you could practically smell the rotting corpses of all the failed projects and dissatisfied victims left in its wake, do you a.) still hire the company cause cheaper is always better, right? b.) adapt a semblance of common sense and realize that your business is in mortal peril, and run towards the opposite direction as fast as possible.
It’s been mentioned before, but it really is worth mentioning over and over again- do not sacrifice quality service for cheap rates. It really isn’t worth it.
Another thing that you should remember, is that your outsourcing partner isn’t a psychic.
No amount of outsourcing skill or experience will let the outsourcing partner you hired know what your goals and intentions for your project are, unless you state them clearly. Even before you decide who to outsource to, you should know what you want. Create a game plan. Specify which services you want to avail, for how long should they run, and how many people you want to be in the project. Set your limits and your rules. Always, always remember to communicate your visions as clearly as possible so as not to leave room for second-guessing and even less for mistakes.
Remain involved- don’t just find an BPO company and dump all responsibility into its waiting arms. That’s now how outsourcing works.
Just because you are paying someone else to take care of certain processes, does not mean that you could wash your hands off them completely. There is still a level of involvement needed to make sure that things remain running as smoothly as they should.
On the other hand, how do you know that things are really going well? Sure, its nice to hear verbal reassurances, but let’s be honest here, you’re going to need more than that to determine how your project is performing. The surefire way of getting the answers you want and need?
Get reports.
Regularly.
After all, what are goals and metrics for if you don’t even have the means to measure if you’re hitting all- or none- of them? And when you do get the reports, don’t just let them sit on your desk like boring decorations or leave them to acquire mold in your inbox. Make it a habit to peruse them. If you don’t know enough that you can’t really understand what the charts, the numbers and the spreadsheets are supposed to be telling you? Get someone to explain it to you. Better yet, ask the people who sent the reports. Remember, you have the right to know the smallest detail on your outsourcing project. Being too shy or too proud to ask someone to explain to you how things work isn’t going to help you improve as an outsourcer. If anything, it shows an unwillingness to learn that could very well be detrimental to success. Bottom line is, the data in those reports are essential in measuring what you’ve already reached, and how much farther you still have to go. Make receiving them a requirement in the initial agreement with your outsourcing provider, if its not already.
Finally, if you really are a newbie in the world of outsourcing, don’t hesitate to ask the pros and the “experts” for advise. They are the people who have walked down the road you’re just beginning travel, and have seen the many advantages and drawbacks of outsourcing. If experience is a teacher, then these people are the senior students to your freshman. They can help you steer clear of the things that are not going to give you the results you want.
