Managing staff onsite can be difficult with many variables to monitor. How does one then begin the process of monitoring offsite, outsourced staff? There are four key areas to pay close attention to when monitoring outsourced agents. Open Access BPO has addressed these four in their summarized article below:
Communication is among the four key areas to monitor in order to ensure a successful outsourcing deal with a call center in the Philippines or other offshore and nearshore options. Supervising the three other areas—operating costs, agent performance, and contingency planning—may guarantee retention of managerial control over the subcontracted services, but it is still the constant communication between you and your outsourcing service provider that drives the partnership to success.
Some businesses, however, only recognize the importance of communication but unfortunately never truly put the theory into practice. Some do employ contacting measures, but they end up being poorly executed.
In an example by CIO, one outsourcing client communicated with its outsourced staff via an intranet connection, but only 10% of the employees spent time reading the messages. Needless to say, the effort came out futile.
To overcome communication obstacles, follow these steps in planning your communication approach:
• Establish Channels
There should be dedicated channels where you and the call center in the Philippines could send and receive messages. This could either be via electronic means (chat, phone, video conference, etc.) or through the liaison officer you stationed in the outsourcing location.
• Schedule Messages
Messages should follow a standard format and must arrive on a regular, predictable schedule. This way, your employees would know when to anticipate your calls and quickly grasp key points in your written messages.
• Be Interactive
Encourage interactivity by opting for live channels such as videoconferences and phone calls. Two-way communication promotes real-time exchange of messages, thus eliminating delays. Here, you get to immediately address concerns and clarify questions that could possibly blow into a problem if left unanswered even for a short period.
• Be Ahead of Time
Have a proactive rather than a reactive approach not just in solving concerns but also in delivering messages. Tell your staff everything they have to know about strategies or campaigns before they ask questions. Also, news about changes should be delivered early to give people sufficient time to prepare.
• Be Familiar with the Outsourcing Firm’s Culture and Schedule
A typical call center in the Philippines may operate 24/7, but it doesn’t mean that the recipients of your messages are also available round-the-clock. Know the right time to communicate with the management or the agents. Familiarizing yourself with communication practices and lingual contexts in the country would also help smoothen message delivery.
Poor communication between you and the service vendor could lead to the outsourcing deal’s failure. Culture, time, and distance could never contribute to the failed deal if you set understanding and clear communication approach from the start.
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Outsource Consultants is a call center referral and advisory firm that helps companies find the best call center and BPO outsourcing solution. We can assist in finding solutions for nearshore, offshore, or domestic inbound and outbound call centers, live web chat, cloud based call centers, and outsourced email support services in various industries. We will save you significant time, reduce your outsourcing costs, and help minimize your risk when switching or selecting a new call center partner.