| Outsourcing - NEVER, I will never outsource anything | | | | way, the time represents an opportunity cost, or you |
| related to my company ever in my life. | | | | may call it an opportunity lost. Now let us try to |
| If this is what you think when you hear the word | | | | understand how to make outsourcing a beneficial |
| outsourcing, please go ahead and read the rest of the | | | | experience for both you and your customer. Cutting |
| article. This article should change your thoughts about | | | | cost is the first thing most of the companies think |
| Business Process Outsourcing. And would definitely | | | | about while outsourcing their business needs. Now this |
| guide you how to set up a successful and beneficial | | | | is the problem. As a company planning to outsource |
| outsourcing model. Many corporates have already | | | | your services you should focus on these 3 things: |
| discovered the path of success called outsourcing. | | | | Quality of work desired. Customer satisfaction. |
| Now you must be wondering I have always heard my | | | | Reduction in cost. |
| customers complain about outsourcing. Even when I | | | | Most of the times, people forget about the first 2 and |
| call some companies, the support I get, makes me | | | | focus only on the 3rd point. Such a strategy leads to |
| highly dissatisfied, then how can I outsource my | | | | drop in the quality of service leading to dissatisfaction |
| services yet make my customers happy. Well, I would | | | | of customers. A detailed business plan would definitely |
| say it is possible, if done correctly. | | | | lead to beneficial outsourcing. Let us take an example. |
| It is not that your customers hate outsourcing; they | | | | If your company sells a DVD player and you plan to |
| hate outsourcing when they suffer because of it. | | | | outsource your technical support, this is what i would |
| What does that mean? The customer would love | | | | suggest to keep in mind while making your Outsourcing |
| outsourcing, if it is a pleasant experience for them. | | | | Business plan. |
| Now, you must be thinking, how to outsource, yet | | | | A document detailing the required infrastructure for the |
| make your customers love it. By the end of this article, | | | | call center. Qualification requirements of the staff. VNA |
| you will get to know how to outsource your business | | | | (Voice & Accent) round of the TSRs (technical |
| needs, without upsetting your customer. Let us get | | | | support reps). Quality guidelines for the call centers and |
| familiar with the basics of Outsourcing. | | | | the employees. Thorough product training. (This is |
| Business process outsourcing (BPO) contains the | | | | where most of the small companies lack) A Complete |
| transmission of processes along with the associated | | | | Knowledge base, with detailed answers on each and |
| operational activities and responsibilities, to a third party | | | | every product. Customer satisfaction surveys. Blended |
| with at least a guaranteed equal service level and | | | | outsourcing. Blended outsourcing means, having an |
| where the client contains a firm grip over the (activities | | | | offshore as well as onshore support center. If you |
| of the) vendor for mutual long term success. This | | | | require 100 technical support representatives, |
| generally involves an organizations non-core | | | | outsource 90 to offshore and keep 10 onshore. You |
| processes. Outsourcing: Contracting some or all call | | | | can hire Level 2 support onshore. Timely updates to |
| center services to an outside company. OnShore: | | | | offshore call center. It is very important to inform your |
| Onshore outsourcing is outsourcing within nearby | | | | offshore call centers well in advance about any |
| region or the same country. Offshore: Offshore | | | | important updates or launch of new products. Please |
| outsourcing is outsourcing beyond your country. Call | | | | don't forget to ship new player your company |
| Center: A term that generally refers to inbound | | | | launches to the offshore call center well in advance, so |
| centers, outbound centers, help desks, information lines | | | | that the representatives can be trained properly |
| or customer service centers, regardless of how they | | | | before the launch. Start slowly and gradually. Do not |
| are organized or what types of transactions they | | | | outsource your complete services at 1 time. If your |
| handle. Help Desk: An inbound call center primarily | | | | business model allows, operate more than 1 call |
| utilized for support on product installation and | | | | centers and that too at different locations. This would |
| troubleshooting. The same can be offered through | | | | also give you benefits in terms of Disaster |
| Voice support, chat or email support. | | | | management. The most crucial thing: It is preferable to |
| Now that you understand few terms related to | | | | hire a professionally managed Business Process |
| outsourcing, let us try to understand why it is important | | | | Outsourcing company to take care of your offshore |
| for your business. | | | | outsourcing. |
| Why is outsourcing necessary? | | | | The basic need for outsourcing is to focus on your |
| I am sure; you must have read about the term | | | | core business. That does not mean outsourcing your |
| Opportunity Cost. An Opportunity Cost is the value of | | | | services and to forget about them. I would suggest |
| a product that is forgone when pursuing another | | | | hiring a Business process outsourcing company, expert |
| product. For example, if a CEO of a company | | | | in the field of outsourcing to manage your outsourcing |
| chooses to spend two hours a day on building more | | | | needs. If you make a proper outsourcing plan and then |
| sales channels, something that could be easily | | | | outsource your business, it would definitely lead to a |
| outsourced, the opportunity cost is the value of the | | | | beneficial experience for both you and your |
| time he denied himself and his primary work. That time | | | | customers. Always remember, Successful |
| could have been used to take important strategic | | | | entrepreneurs are those who can see the big picture. |
| decisions about your company, or it could have been | | | | They know when to delegate and how to accurately |
| time well spent playing baseball with your kids. Either | | | | delegate tasks. |