The Definitive Guide to Outsourcing For the First Time
Outsourcing was once a dirty word.
We’re here to wipe that sentiment clean. The purpose of this guide is to provide an education on the industry, answer your questions and remove any stigma. Read on for data that shows how business process outsourcing is becoming the driving force behind the world’s most successful and renowned brands.
Organizations of all sizes are outsourcing non-core functions to help scale and sustain growth while also containing overhead costs. If you’re contemplating outsourcing your customer support, you’re not alone – almost 54% of all companies use third-party support teams. The key is finding the right partner for your business.
You should consider outsourcing if your company's experiencing the following:
Outsourcing Readiness
How do you know if you’re ready? If an organization is in the Series B or C of funding, it has the financial means and growth to strategically outsource a customer support team. Customer experience leaders can win the buy-in from their organization by:
These include hiring and onboarding costs plus investments in infrastructure, data management and contact center overhead. For example, the cost to rent office space alone ranges from $19 to $48 per square foot depending on location.
Leverage case studies about organizations outsourcing successfully and the benefits received.
HIGHLIGHTING THE COMPETITIVE ADVANTAGE
Benefits
So now that you know you're ready for an outsourcing partner, it’s time to start justifying the need and benefit to other stakeholders in the company.
Beyond the 3 basic benefits of cost-cutting, empowering core business functions, and solving capacity issues, our clients have also reported:
Speed to market for a competitive advantage
SHARING PROOF
EXPLAINING FINANCIAL BENEFITS AND COST SAVINGS
HIGHLIGHTING THE COMPETITIVE ADVANTAGE
Excellent customer experience reduces customer churn and increases retention rates resulting in faster growth and higher profits.
Rapid growth and insufficient capacity to support an increasing customer base, resulting in poor service, lost clients, and a declining bottom line.
Growing Pains
Your “customer service team” consists of various employees assigned to handle customer calls in addition to the work they were hired to do. As a part of this, they cannot keep up with the volume of customer queries and issues.
Overworked Employees and Inability to Keep Up with Contact Volumes
You understand the need for quality customer support but can’t justify the substantial investment of time and money to create an efficient
in-house team.
Cost Containment is a Priority
You don’t have experience creating a customer support department or familiarity with the steps and technologies necessary.
Lack of Customer Service Expertise
You need to expand your customer service coverage from regular business hours to 24/7 support which requires leveraging different geographies.
24/7 Coverage Requirements
You want to accommodate growth spurts or seasonal fluctuations while maintaining service levels without the related costs.
The Need to Flexibly Scale Over Time
SHOWING BENEFITS
Examples of how it will help your organization reach its business goals and objectives include increased efficiency, agility and innovation as well as cost containment.
The success of Philo was very largely dependent on how support [could] step up... we needed to go with a partner and not just a vendor. Working with an outsourcer means that I can focus on the voice of the customer. TaskUs was a great partner and saying these are all the things you're going to need to consider.
Laura Dechant, Head of Customer Support and Operations, Philo
Conserving revenue by containing costs
Flexibility to meet changing service demands effortlessly
Consistently better service delivery on and offshore
Access to omnichannel technologies and their implementation without additional costs
Expertise in efficient and innovative customer support practices
Freedom to focus on core competencies like product/service augmentation and innovation
Showing Benefits
Examples of how it will help your organization reach its business goals and objectives include increased efficiency, agility and innovation as well as cost containment.
Sharing Proof
Leverage case studies about organizations outsourcing successfully and the benefits received.
Explaining Financial Benefits and Cost Savings
These include hiring and onboarding costs plus investments in infrastructure, data management and contact center overhead. For example, the cost to rent office space alone ranges from $19 to $48 per square foot depending on location.
Highlighting the Competitive Advantage
Excellent customer experience reduces customer churn and increases retention rates resulting in faster growth and higher profits.
Mistakes to Avoid
Although mistakes are a part of life, they don’t have to be when you get closer to selecting your outsourcing partner.
Here are 7 of the most common mistakes CX leaders like you have made in the past and how you can avoid them:
Insufficient research
Beyond cost, you will need additional information to review vendors such as their portfolio and expertise, feedback and reviews, how they communicate with clients and who your contacts will be.
Overestimating
cost savings
Remember, you’ll still need to invest time and money to manage your outsourcing relationship.
Selecting the lowest price
Cheap tattoos aren’t good, and good tattoos aren’t cheap. The same goes for selecting your outsourcing partner--you get what you pay for. Select a partner who meets all your criteria while containing costs.
Failure to put it in writing
Not defining guidelines, procedures and rules set up the relationship to fail. Taking the time up front to clearly define these and share them with prospective vendors ensures you’re both on the same page.
Moving too quickly
Don’t boil the ocean. Go slow, start small, and expand in stages.
Neglecting to employ measurement strategies
If you don’t delineate performance metrics, how will you measure success? Include metrics like first call resolution, abandon rate, resolution time, agent attrition and average handle time. These will give you a better picture of the service your customers are receiving.
Company culture mismatch
Outsourcers are an extension of your brand. It’s important that the one you select mirrors your company culture to ensure a consistent customer experience. For example, is your company traditional, entrepreneurial, team-spirited, progressive or customer-centric?
To ease scale, cost, and hours-of-operation pressures, our partner utilized a Philippine operations center. Within the Philippine daytime time zone, we were able to provide overnight U.S. and daytime Asia and Australia support. This “follow the sun” support model ensured that as we scaled, a team was always working dayshift while also providing 24 hour support across the globe.
Offshore, Nearshore,
and Onshore
What Do They Mean?
Lower Cost
Bilingual Services
Language Barriers
Distance/Higher Travel Costs/More Difficult to Visit
Pros:
Cons:
Offshoring
Where work is performed in a nation far from that of the hiring business’ operations.
Nearshoring
In a nation geographically closer to the hiring company.
Onshoring
In the same nation as the hiring business.
Scaling the Globe Strategically
There are benefits to outsourcing to popular offshore and nearshore locations. Some are better suited for 24/7 support requirements, while others offer cost savings combined with closer geographic and time proximity. Plus, some locations provide easier and more cost-effective access for site visits due to travel costs or visa requirements.
Similar Time Zones
Lower Labor Costs
Language Neutrality (English Fluency)
Spanish Language Skills
Cultural Similarities
Ease of Travel (to Visit Location)
Geographic Proximity
Ability to Scale Quickly
Alternate Time Zones (for 24/7 Coverage)
Lower Labor Costs
Language Neutrality (English Fluency)
Skilled Workforce
Alternate Time Zones (for 24/7 Coverage)
Lower Labor Costs
Language Neutrality (English Fluency)
Skilled Workforce
Cultural Similarities
Alternate Time Zones (for 24/7 Coverage)
Lower Labor Costs
Language Neutrality (English Fluency)
Cultural Similarities
Ease of Travel
(to Visit Location)
Alternate Time Zones (for 24/7 Coverage)
Lower Labor Costs
Latin America
India
Philippines
Taiwan
Greece
Costs Incurred In-House vs. Outsourced
There are benefits to outsourcing to popular offshore and nearshore locations. Some are better suited for 24/7 support requirements, while others offer cost savings combined with closer geographic and time proximity. Plus, some locations provide easier and more cost-effective access for site visits due to travel costs or visa requirements.
Our product is changing all the time so a traditional partnership didn’t work well for us. We looked for a partner that had a similar culture to our own to ensure a seamless transition from one to the other and it worked well for us.
In-House
Productive Agent Time
Breaks, training, coaching, time waiting for calls
Agent Supervision/Management
Technology & support (computers,
telephones, software)
Furniture
Facilities
HR costs (recruiting, payroll, benefits, onboarding)
Outsourcing
8 Tips for Mastering Vendor Analysis
Keep these 8 key elements in mind as you compare vendors:
Cost savings
Outsourcing needs to improve your bottom line through reduced operational costs.
What’s included in each price
Take the time to look at exactly what each potential outsourcing partner is including in their price. Some bundle in additional services for no extra charge.
Tools and technologies each vendor will use
Will the partner be using the most current ones available, or outdated ones? This can make a huge difference in the quality and efficiency of the support they can offer your customers.
Site visit
Visit the facilities where your outsourced customer support will be located. This will enable you to see it for yourself, meet onsite management, see the work conditions, and workstations.
Reviews and references
Request and speak with references from each vendor you’re considering. Then be sure to read both positive and negative reviews online to gain insights from existing and previous clients.
Communication
Vendors need to be able to handle your queries and respond promptly. Plus, their communication skills shouldn’t be hampered by cultural or other barriers. This is important to ensure no misunderstandings.
Financial stability
Check your vendors’ financials so you don’t contract with a company, only to have them go out of business or to lack the ability to fulfill your agreement with them in some other way.
Time in business
You don’t want to be a test subject for a new outsourcing partner. Learn about their history and their experience to be sure they have the desired expertise.
First 30 days:
Provide necessary resources for your partner to develop technology, hiring, training and testing requirements. Some important resources are: training materials or an outline of a training agenda, knowledge base materials, and SOP/workflows. The best outsourcing partners will help you build on your basic training library, but when there is no documentation to work with, it is likely that you will incur an extra cost.
First 60 days:
Provide historical forecast data and projections for your partner to anticipate proper staffing levels and fluctuations. Some helpful data points to have are: volume data, arrival patterns, call intervals, and daily/weekly workload averages to help predict workforce management. All of these data points help to generate workforce models, schedules, and dashboards. Make sure to provide feedback during quality assessment testing as agents are being trained and it's critical that your partner understands your vision of success.
First 90 days:
The final third of the first 90 days is when the implementation moves into production. This involves testing systems and integrations to work out any bugs, ramped up recruiting and training, and finalizing reports, content, and frequency.
30
60
90
Implementation:
30-60-90 Day Expectations
The first 90 days are critical to the success of your outsourcing partnership. Although your vendor will be doing all the heavy lifting, there are steps you must take to ensure long-term success. Here’s what you should expect:
Best Practices for Transitioning
Once you’ve selected the best outsourcing partner to handle your customer support, there are few steps you need to take to ensure a successful hand-off from in-house to outsourced customer support. Making the extra effort to complete these will make the transition easier and give your partnership a good start.
Lower Cost
Bilingual Services
Shared language
Shared or aligned culture
Closer/Lower travel costs/easier to visit
Shared time zones
Language Barriers
Distance/Higher Travel Costs/More Difficult to Visit
Pros:
Cons:
Shared language
Shared or aligned culture
Closer/Lower travel costs/easier to visit
Shared time zones
Higher cost
Pros:
Cons:
Appoint a manager to facilitate communications between your existing and outsourced team.
Implementation: 30-60-90 Day Expectations
The first 90 days are critical to the success of your outsourcing partnership. Although your vendor will be doing all the heavy lifting, there are steps you must take to ensure long-term success. Here’s what you should expect:
Create a project team including a project lead, process migration manager, and appointed manager, plus a technology manager if needed.
Prepare shared knowledge for your outsourced team including product information, training videos, guidelines, and FAQs.
Create a review strategy to tracking KPIs with data or metrics and call recordings.
Advice From TaskUs
CX Industry Veterans
“Allocate several internal resources to own the development and sharing (to outsource provider) of recruiting, training, quality, WFM, IT, infosec, reporting and implementations. The lifting and shifting of undocumented processes, tools, guidelines will result in less than satisfactory performance. Take the time to carefully write out a full Statement of Work prior to partner engagement.”
AARON FISCHER
"Live by the B.B.E.: Be available: you are setting up another business, make sure you have the time and resources to work side by side with your partner. Be a partner: people sometimes tend to be hands off, but this leaves room for error---make sure to look at the relationship as a partner not a vendor. Engage: Clients who are more engaged and provide swag to teammates are more successful. The power of brand immersion
is invaluable."
JOHNNY FOLLIN
“BPOs are more than just extension business, they should also act in a consultative manner. You need to train and educate your outsourcing partner on how you want your business to run. Be wary of those who just want to provide you with labor and want to be told what
to do. Lastly, remember that the most economical is not always the best. Make value-based operations decisions, not ones solely made on cost.”
BEN HAWKINS
Once clients experience the people, processes, and technology that TaskUs offers, partnerships flourish.
Regardless of industry, consulting doesn’t have to be an expensive and arduous operation with the right partner.
Contact our consulting team and let's pave the way for a better CX.
CONTACT US
CONTACT US
Introducing Cirrus, our Work at Home Solution
Outsourcing During Work
From Home Mandates
Customer support must go on.
Working from home is the new normal and the only way to adapt to our current, but temporary circumstances caused by COVID-19. During this time, companies have struggled to figure out a sustainable WFH model but a BPO can help.
Although most BPO’s are new to the world of work from home models, there are 4 things to look for when choosing your remote work partner:
Network Redundancy
Diversity and redundancy across all network paths
Cloud-based VDI Program
Although most companies build data centers internally, we found that cloud-based solutions heighten network security, management, and makes scaling easier.
Connectivity Flexibility
Flexible accommodations for secure application enablement, (VPN or MPLS with centralized data centers).
24/7 Global IT Support
Regardless of the region and time zone, make sure the BPO’s IT team is ready to support, communicate, and assure that your customers receive the best support possible.
Along with these requirements, it’s important to ask for testimonials from their
current WFH customers to understand the depth of their agility, efficacy, and overall
delivery model.
Check out this solution that moved 20,000 employees around the globe into remote
work in a matter of days.
The Definitive Guide to Outsourcing For the First Time
Outsourcing was once a dirty word.
But we’re here to wipe it clean and educate you on the real stats and facts of how outsourcing is becoming the driving force behind the world’s most successful and renowned brands.
Organizations of all sizes are outsourcing non-core functions to help scale and sustain growth while also containing overhead costs.
If you’re contemplating outsourcing your customer support you’re not alone--almost 54% of all companies use third-party support teams.
Introducing Cirrus, our WFH solution
Rapid growth and insufficient capacity to support an increasing customer base, resulting in poor service, lost clients, and a declining bottom line.
Growing Pains
Your “customer service team” consists of various employees assigned to handle customer calls in addition to the work they were hired to do. As a part of this, they cannot keep up with the volume of customer queries and issues.
Overworked Employees and Inability to Keep Up with Contact Volumes
You understand the need for quality customer support but can’t justify the substantial investment of time and money to create an efficient
in-house team.
Cost Containment is a Priority
You don’t have experience creating a customer support department or familiarity with the steps and technologies necessary.
Lack of Customer Service Expertise
You need to expand your customer service coverage from regular business hours to 24/7 support which requires leveraging different geographies.
24/7 Coverage Requirements
You want to accommodate growth spurts or seasonal fluctuations while maintaining service levels without the related costs.
The Need to Flexibly Scale Over Time
You should consider outsourcing if your company's experiencing the following:
SHOWING BENEFITS
Examples of how it will help your organization reach its business goals and objectives include increased efficiency, agility and innovation as well as cost containment.
EXPLAINING FINANCIAL BENEFITS AND COST SAVINGS
These include hiring and onboarding costs plus investments in infrastructure, data management and contact center overhead. For example, the cost to rent office space alone ranges from $19 to $48 per square foot depending on location.
SHARING PROOF
Leverage case studies about organizations outsourcing successfully and the benefits received.
HIGHLIGHTING THE COMPETITIVE ADVANTAGE
HIGHLIGHTING THE COMPETITIVE ADVANTAGE
Excellent customer experience reduces customer churn and increases retention rates resulting in faster growth and higher profits.
How do you know if you’re ready? If an oranization is in the Series B or C of funding, it has the financial means and growth to strategically outsource a customer support team. Customer experience leaders can win outsourcing buy-in from their organization by:
Outsourcing Readiness
Showing Benefits
Examples of how it will help your organization reach its business goals and objectives include increased efficiency, agility and innovation as well as cost containment.
Sharing Proof
Leverage case studies about organizations outsourcing successfully and the benefits received.
Explaining Financial Benefits and Cost Savings
These include hiring and onboarding costs plus investments in infrastructure, data management and contact center overhead. For example, the cost to rent office space alone ranges from $19 to $48 per square foot depending on location.
Highlighting the Competitive Advantage
Excellent customer experience reduces customer churn and increases retention rates resulting in faster growth and higher profits.
The success of Philo was very largely dependent on how support [could] step up... we needed to go with a partner and not just a vendor. Working with an outsourcer means that I can focus on the voice of the customer. TaskUs was a great partner and saying these are all the things you're going to need to consider.
Laura Dechant, Head of Customer Support and Operations, Philo
Mistakes to Avoid
Although mistakes are a part of life, they don’t have to be when you get closer to selecting your outsourcing partner.
Here are 7 of the most common mistakes CX leaders like you have made in the past and how you can avoid them:
Insufficient research
Beyond cost, you will need additional information to review vendors such as their portfolio and expertise, feedback and reviews, how they communicate with clients and who your contacts will be.
Overestimating
cost savings
Remember, you’ll still need to invest time and money to manage your outsourcing relationship.
Selecting the lowest price
Cheap tattoos aren’t good, and good tattoos aren’t cheap. The same goes for selecting your outsourcing partner--you get what you pay for. Select a partner who meets all your criteria while containing costs.
Failure to put it in writing
Not defining guidelines, procedures and rules set up the relationship to fail. Taking the time up front to clearly define these and share them with prospective vendors ensures you’re both on the same page.
Moving too quickly
Don’t boil the ocean. Go slow, start small, and expand in stages.
Neglecting to employ measurement strategies
If you don’t delineate performance metrics, how will you measure success? Include metrics like first call resolution, abandon rate, resolution time, agent attrition and average handle time. These will give you a better picture of the service your customers are receiving.
Company culture mismatch
Outsourcers are an extension of your brand. It’s important that the one you select mirrors your company culture to ensure a consistent customer experience. For example, is your company traditional, entrepreneurial, team-spirited, progressive or customer-centric?
Benefits
So now that you know you're ready for an outsourcing partner, it’s time to start justifying the need and benefit to other stakeholders in the company.
Beyond the 3 basic benefits of cost-cutting, empowering core business functions, and solving capacity issues, our clients have also reported:
Speed to market for a competitive advantage
Conserving revenue by containing costs
Flexibility to meet changing service demands effortlessly
Consistently better service delivery on and offshore
Access to omnichannel technologies and their implementation without additional costs
Expertise in efficient and innovative customer support practices
Freedom to focus on core competencies like product/service augmentation and innovation
To ease scale, cost, and hours-of-operation pressures, our partner utilized a Philippine operations center. Within the Philippine daytime time zone, we were able to provide overnight U.S. and daytime Asia and Australia support. This “follow the sun” support model ensured that as we scaled, a team was always working dayshift while also providing 24 hour support across
the globe.
Offshore, Nearshore,
and Onshore
What Do They Mean?
Lower Cost
Bilingual Services
Language Barriers
Distance/Higher Travel Costs/More Difficult to Visit
Pros:
Cons:
Offshoring
Where work is performed in a nation far from that of the hiring business’ operations.
Lower Cost
Bilingual Services
Shared language
Shared or aligned culture
Closer/Lower travel costs/easier to visit
Shared time zones
Language Barriers
Distance/Higher Travel Costs/More Difficult to Visit
Pros:
Cons:
Nearshoring
In a nation geographically closer to the hiring company.
Shared language
Shared or aligned culture
Closer/Lower travel costs/easier to visit
Shared time zones
Higher cost
Pros:
Cons:
Onshoring
In the same nation as the hiring business.
Network Redundancy
Diversity and redundancy across all network paths
Cloud-based VDI Program
Although most companies build data centers internally, we found that cloud-based solutions heighten network security, management, and makes scaling easier.
Connectivity Flexibility
Flexible accommodations for secure application enablement, (VPN or MPLS with centralized
data centers).
24/7 Global IT Support
Regardless of the region and time zone, make sure the BPO’s IT team is ready to support, communicate, and assure that your customers get a best-in-class CX.
Along with these requirements, it’s important to ask for testimonials from their current WFH customers to understand the depth of their agility, efficacy, and overall delivery model.
Check out this solution that moved 20,000 employees around the globe into remote
work in a matter of days.
Customer support must go on.
Working from home is the new normal and the only way to adapt to our current, but temporary circumstances caused by COVID-19. During this time, companies have struggled to figure out a sustainable WFH model but a BPO can help.
Although most BPO’s are new to the world of work from home models, there are 4 things to look for when choosing your remote work partner:
Outsourcing During Work
From Home Mandates
Our product is changing all the time so a traditional partnership didn’t work well for us. We looked for a partner that had a similar culture to our own to ensure a seamless transition from one to the other and it worked well for us.
Cost Savings Analysis
There are benefits to outsourcing to popular offshore and nearshore locations. Some are better suited for 24/7 support requirements, while others offer cost savings combined with closer geographic and time proximity. Plus, some locations provide easier and more cost-effective access for site visits due to travel costs or visa requirements.
In-House
Outsourcing
Productive Agent Time
Breaks, training, coaching, time waiting for calls
Agent Supervision/Management
Technology & support (computers,
telephones, software)
Furniture
Facilities
HR costs (recruiting, payroll, benefits, onboarding)
Scaling the Globe Strategically
There are benefits to outsourcing to popular offshore and nearshore locations. Some are better suited for 24/7 support requirements, while others offer cost savings combined with closer geographic and time proximity. Plus, some locations provide easier and more cost-effective access for site visits due to travel costs or visa requirements.
Similar Time Zones
Lower Labor Costs
Language Neutrality (English Fluency)
Spanish Language Skills
Cultural Similarities
Ease of Travel (to Visit Location)
Geographic Proximity
Ability to Scale Quickly
Latin America
Alternate Time Zones (for 24/7 Coverage)
Lower Labor Costs
Language Neutrality (English Fluency)
Skilled Workforce
India
Alternate Time Zones (for 24/7 Coverage)
Lower Labor Costs
Language Neutrality (English Fluency)
Skilled Workforce
Cultural Similarities
Philippines
Alternate Time Zones (for 24/7 Coverage)
Lower Labor Costs
Language Neutrality (English Fluency)
Cultural Similarities
Ease of Travel
(to Visit Location)
Taiwan
Alternate Time Zones (for 24/7 Coverage)
Lower Labor Costs
Greece
8 Tips for Mastering Vendor Analysis
Keep these 8 key elements in mind as you compare vendors:
Cost savings
Outsourcing needs to improve your bottom line through reduced operational costs.
What’s included in each price
Take the time to look at exactly what each potential outsourcing partner is including in their price. Some bundle in additional services for no extra charge.
Tools and technologies each vendor will use
Will the partner be using the most current ones available, or outdated ones? This can make a huge difference in the quality and efficiency of the support they can offer your customers.
Site visit
Visit the facilities where your outsourced customer support will be located. This will enable you to see it for yourself, meet onsite management, see the work conditions, and workstations.
Reviews and references
Request and speak with references from each vendor you’re considering. Then be sure to read both positive and negative reviews online to gain insights from existing and previous clients.
Communication
Vendors need to be able to handle your queries and respond promptly. Plus, their communication skills shouldn’t be hampered by cultural or other barriers. This is important to ensure no misunderstandings.
Financial stability
Check your vendors’ financials so you don’t contract with a company, only to have them go out of business or to lack the ability to fulfill your agreement with them in some other way.
Time in business
You don’t want to be a test subject for a new outsourcing partner. Learn about their history and their experience to be sure they have the desired expertise.
Implementation:
30-60-90 Day Expectations
The first 90 days are critical to the success of your outsourcing partnership. Although your vendor will be doing all the heavy lifting, there are steps you must take to ensure long-term success. Here’s what you should expect:
First 30 days:
Provide necessary resources for your partner to develop technology, hiring, training and testing requirements. Some important resources are: training materials or an outline of a training agenda, knowledge base materials, and SOP/workflows. The best outsourcing partners will help you build on your basic training library, but when there is no documentation to work with, it is likely that you will incur an extra cost.
First 60 days:
Provide historical forecast data and projections for your partner to anticipate proper staffing levels and fluctuations. Some helpful data points to have are: volume data, arrival patterns, call intervals, and daily/weekly workload averages to help predict workforce management. All of these data points help to generate workforce models, schedules, and dashboards. Make sure to provide feedback during quality assessment testing as agents are being trained and it's critical that your partner understands your vision of success.
First 90 days:
The final third of the first 90 days is when the implementation moves into production. This involves testing systems and integrations to work out any bugs, ramped up recruiting and training, and finalizing reports, content, and frequency.
30
60
90
Best Practices for Transitioning
Once you’ve selected the best outsourcing partner to handle your customer support, there are few steps you need to take to ensure a successful hand-off from in-house to outsourced customer support. Making the extra effort to complete these will make the transition easier and give your partnership a good start.
Appoint a manager to facilitate communications between your existing and outsourced team.
Create a project team including a project lead, process migration manager, and appointed manager, plus a technology manager if needed.
Prepare shared knowledge for your outsourced team including product information, training videos, guidelines, and FAQs.
Create a review strategy to tracking KPIs with data or metrics and call recordings.
Implementation: 30-60-90 Day Expectations
The first 90 days are critical to the success of your outsourcing partnership. Although your vendor will be doing all the heavy lifting, there are steps you must take to ensure long-term success. Here’s what you should expect:
Advice From CX Industry Veterans
“Allocate several internal resources to own the development and sharing (to outsource provider) of recruiting, training, quality, WFM, IT, infosec, reporting and implementations. The lifting and shifting of undocumented processes, tools, guidelines will result in less than satisfactory performance. Take the time to carefully write out a full Statement of Work prior to partner engagement.”
AARON FISCHER
"Live by the B.B.E.: Be available: you are setting up another business, make sure you have the time and resources to work side by side with your partner. Be a partner: people sometimes tend to be hands off, but this leaves room for error---make sure to look at the relationship as a partner not a vendor. Engage: Clients who are more engaged and provide swag to teammates are more successful. The power of brand immersion
is invaluable."
JOHNNY FOLLIN
“BPOs are more than just extension business, they should also act in a consultative manner. You need to train and educate your outsourcing partner on how you want your business to run. Be wary of those who just want to provide you with labor and want to be told what
to do. Lastly, remember that the most economical is not always the best. Make value-based operations decisions, not ones solely made on cost.”
BEN HAWKINS
Once clients experience the people, processes, and technology that TaskUs offers, partnerships flourish.
Regardless of industry, consulting doesn’t have to be an expensive and arduous operation with the right partner.
Contact our consulting team and let's pave the way for a better CX.
CONTACT US
CONTACT US