Jul

3

We’re a very small company that outsources work to computer programmers and artists in remote offices throughout the world.  The major problem with having workers in far-flung locations is that when you’re paying people by the hour, you really need to know that they’re working, not surfing the Internet.

When you’re all in one office in the same country, communication flows much more naturally. You can easily tap someone on the shoulder and ask him a question. But when you’re all over the place, you tend not to want to bother people with minor questions.

Ken Scharen, then CEO of One Remote Systems, a software company in Delray Beach, Florida.

Your company and your business process outsourcing (BPO) partner want to open that door towards mutual success; the key factor is constant and receptive communication.

To succeed in an outsourcing relationship, strong and consistent BPO service performance is a necessity.

However such a relationship is a two-way street. In order for your BPO service provider’s work force (your employees, as well) to achieve the demands of your service level agreement, your company has to hold up its end:

Set up consistent and constant communication with your BPO service provider.

Communications need to be consistent—like e-mails being sent on a regularly schedule and being written in a standardized format so that important points are simple to locate and understand.

Be proactive in communication. Let your people, both in-house and off-shore; know what is going on even before they ask questions. Proactive communication helps keep some control on what information is being exchanged.

Apart from publicizing the usual information concerning the status of projects, etc., use communication to generate company camaraderie and that sense of family among your employees.

Global communication bears cultural differences. Let your people know what these differences can be. Constant interaction can lead to acquiring personal knowledge that would be beneficial to a pleasant and professional relationship.

Set up straight and specific channels with your BPO service provider to directly deal with problems and deliver solutions.

This is vital on all levels between your company and your BPO service provider or between project managers and project members. Every communication requires a contact person to address questions or comments that can surface.

Set up IP and information security agreements with your BPO service provider.

The inability to communicate in a timely and consistent manner invites the possibility of costly problems and setbacks that can hamper the effectiveness of your outsourcing relationship with your BPO service provider.

Make it a firm investment to acquire and use the available IP communications technology: hardware and software; make it work for you as the foundation for your company and your BPO service provider.

One of the things that our company does is set up remote offices for companies that allow executives to manage visual content over the Internet. At any time, a manager can log on and view, in miniature, the screens of all of his employees. You know what they’re working on and when they’re not at their desks.

Funny enough, one of the things that our company does is set up remote offices for companies that allow executives to manage visual content over the Internet. At any time, a manager can log on and view, in miniature, the screens of all of his employees. You know what they’re working on and when they’re not at their desks.

I use this with all my employees. At first, I think, people thought the technology was a little bit disconcerting. But then they got used to it, and it’s helped bring us all closer together.

Ken Scharen, then CEO of One Remote Systems.

The reason why companies and businesses outsource is mainly to reduce costs and thus increase profit.

However, a company cannot merely rely on cost minimization to acquire gain. When the establishing of effective and efficient communication takes a second priority to cost-saving, the door to success and profit could possibly slam close.

Outsourcing Solutions, Inc. – your outsourcing partner!

References:

  1. Fuchs, Gabriel. “Communication: The Holy Grail of Outsourcing.” 14 September 2007. CIO Website. Accessed 2 July 2008. Link here
  2. Ligos, Melinda. “The Profits and Pains Of Outsourcing; Looking Over Shoulders, a Continent Away.” 6 December 2004. The New York Times Online. Accessed 26 June 2008. Link here
  3. Rodriguez, Ralph. “Keys to BPO Success: Accountability, Monitoring.” 10 January 2008. CRM Buyer Website. Accessed 28 June 2008. Link here

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