The article lists best practices for businesses planning to outsource.
Businesses outsource primarily to increase productivity, solve staffing challenges, and reduce cost.
According to Tim Mobley, President and CEO of Connext Global Solutions, some common mistakes businesses make when trying outsourcing are as follows:
#1 Not getting engagement of the person interacting with the offshore (captive) team,
#2 Not having a structured training
#3 Not having proper Management metrics and monitoring
#4 Not providing feedback
If and when a client decides to outsource, businesses should avoid these 4 common mistakes.
To avoid these common mistakes when outsourcing, here are some best practices for firms planning to outsource:
Engage with the Offshore Team
To make the most out of and to make the partnership with outsourcing provider successful, Tim states that firms should be engaging, responsive and provide feedback.
C-suite executives having to work with an outsource partner and having to hire offshore (captive) teams means having a representative from their business at an intermediate level and at a supervisory level responsible for engaging with the offshore teams.
Firms should have a representative or point person available to respond to interview requests for candidates, be available to schedule training, schedule reasonable timelines for trainings based on the complexity, respond to questions, clarifications and follow-ups. This enables both the firm and the outsourcing partner ease in transition and management.
In the Connext Model, client team members will have one or multiple client-dedicated team leader(s) that helps the client manage the day-to-day activities of the team.
The service delivery manager will oversee the entirety of the team and serves as an interface for the client to bring up and address deliverables, issues or concerns with the team. The service delivery manager interacts with the executive team on any action items brought up by the client. The service delivery manager manages between 30-40 employees and is readily available for assistance.
Have a Structured Training Plan
Training needs to be approached with some thought and involvement. Connext helps clients understand exactly what they want, exactly what their processes are, exactly how they measure success, escalation and so on.
At Connext Global Solutions, we are committed to providing excellent service delivery.
We provide hand-in-hand training in close coordination with the client to ensure that all Connext employees are follow the client specific training process and guidelines. At Connext we structure training the same way that you would structure training for incoming local employees. We have a Training Lab, where we provide the training resources and effective insights.
Have Proper Monitoring and Measurement of Productivity, Utilization and Quality
For targeted process improvement, businesses should have clearly defined set of Management Metrics.
Connext helps manage a client’s team as if it was theirs and makes sure the performance matches or exceeds that of your local teams. Connext uses three standard metrics to track employee performance:
Productivity: Measured based on desired output by client
Utilization: Measured on a weekly basis, based on 40-hour work week
Quality: Measure of errors made versus number of tasks completed
The client determines the frequency of reporting.
Provide Feedback
Tim emphasizes the importance of feedback. In a remote environment there should be two-way communication between the business and the outsourcing provider. Constant client feedback allows for a more efficient workflow and allows for optimum client experience.
Connext is building industry best client experience through its commitment to management philosophy and leadership development at all levels. Outsource with Connext Global Solutions today.
Follow us on:
Facebook: Connext
LinkedIn: Connext
Instagram: @connextglobalsolutions_
Twitter: @ConnextPh
