This is a sneak peek into Chapter 5 of our new Teleperformance book “Outsourcing Up! Your Ultimate Guide to Customer Management Success.” The book will be launched at a Virtual Launch Party on January 6. Click here for more details about the book and how to participate in the launch.
Outsourcing offers a full array of opportunities, training, and experience to resource flexible and scalable customer experience programs. It offers access to expertise built on multiple technology deployments and associated infrastructure solution architectures.
However, there are many complexities involved in ensuring that your outsourcing program works well. We believe that a focus on these five areas will increase your chances of success:
Transitioning to an outsourcer is a substantial change and complex endeavor that requires rigorous planning and attention to detail. An effective change management plan will help set the stage for future success. The plan should detail procedures and strategies to manage the transition as well as the delivery of such things as reporting, communications, and training.
Since people typically don’t like change, it’s important to clearly communicate with employees about changes that will take place so they can understand what will happen and why. For larger outsourcing projects, it’s common for some retained employees to transfer to the outsourcer. Employees will likely have questions about new coworkers, supervisors, and expectations. You need to prepare them to work in a different environment.
There should be extensive cross-training between the two companies so employees, from agents to supervisors to managers, can learn about new standard operating procedures as well as responsibilities and expectations. Some people will have new roles that may require retraining and development of new skills.
As an extension to training, the client company should educate the outsourcer on how to support its brand. Include the outsourcer as part of your ecosystem rather than external to it. You need to understand how to work with the outsourcer to extend your brand beyond the four walls of the building.
Governance and Communications
Establish a governance model and a governance person or team to help you manage your outsourcer. An important tool for communications, the model should designate accountability and what actions should be taken when and by whom. The governance model will allow you to monitor and evaluate your outsourcer to make sure service delivery and performance are meeting expectations.
Would you add any steps to the five listed here? Join the virtual book launch on January 6th and add your voice to the debate! Click here for more details about the book and how to participate in the launch.
These five tips were condensed for the blog – the complete version will be available in the book.
Photo by Pen Waggener licensed under Creative Commons.