When is the best time to work with an Outsourced COO?
For small and medium-sized enterprises (SMEs), hiring a full-time COO can be a significant financial burden.
Outsourcing Chief Operating Officers (COOs) is a cost-effective solution that can help your business significantly. By entrusting critical responsibilities to an outsourced COO, businesses have several advantages.
Knowing when to outsource one, however, is critical for every business. In this article, we delve into the key factors that indicate the ideal time to outsource COO services, organizations to make informed decisions and achieve success.
Managing Operational Overload
When your in-house team is having a difficult time keeping up with daily operations, outsourcing COO services can help solve this challenge. By offloading tasks such as strategic decision-making, process optimization, and performance management to an outsourced COO, your organization gains the much-needed bandwidth to focus on core competencies and important business functions.
Accessing Expertise
Outsourcing COO services to offshore destinations such as the Philippines gives you a vast pool of highly skilled professionals with expertise in operations management. When your organization requires knowledge in managing operations, partnering with an outsourced COO provides access to their specialized experience, such as best practices and trends.
Providing Cost Optimization
Outsourcing COO services offers a cost-effective alternative by eliminating expenses associated with an in-house executive, such as salaries, benefits, and infrastructure.
The labor costs in the Philippines, for example, are considerably lower than in many Western countries, allowing you to allocate your resources. Without the constraints of costs, this allows organizations to optimize their financial resources, allocate funds strategically, and maintain flexibility to scale operations as needed.
Streamlining Operations
As mentioned earlier, it is best to outsource a COO when you need help with operational overload. Aside from this, when your organization faces challenges in streamlining operations, or achieving consistent performance, hiring an outsoured COO also becomes an important solution.
Outsourced COO can provide thorough needs assessments, strategies, and implementation plans to improve all aspects of your operations.
Scalability
Because of the fluctuating market demands and workload that exist today, it is difficult to scale operations.
By hiring an outsourced COO, businesses have the flexibility required to scale operations up or down as needed. Whether it’s a short-term project or a long-term project, the approach of outsourcing a COO ensures your organization maintains operational efficiency.
Outsourcing a COO can help with your company’s growth and positions your organization for long-term success.
Outsourcing a COO from the Philippines provides you with significant cost advantages. Knowing when to outsource COO services is a strategic decision that can help with your organization’s operational efficiency, scalability, financial flexibility and growth. Outsourced COO services are especially useful when you recognize signs of operational overload, staffing challenges and associated costs and resources involved.
Learn more about outsourcing COO services to Connext Global Solutions.
Other operations roles you can outsource:
Customer Support Associate
Customer Support Associates are responsible in providing the first point of contact of customers.
They manage both outbound and inbound phone calls, assist customers in preferred communication channels such as calls, emails, messaging or social media, lead generation, maintaining customer satisfaction, building trust-based relationships, reports generation, meeting personal/customer service team sales targets and call handling quota, handle issues and provide resolutions, maintain a customer interaction and records database and other assigned and related roles.
Customer service outsourcing specialists need to have excellent interpersonal skills, active listening and customer-care with focus on quality, problem solving, and analyzing information,
basic computer and operating system knowledge, and documentation skills.
For key customer service outsourcing skills, read our previously published article.
Team Leader
Team leaders provide overall support to their team members. They are responsible in overseeing and monitoring the day-to-day functions and daily operations of the team. They therefore need to have the ability to identify objectives, problems, analyze and interpret data, draw valid conclusions, and make sound decisions.
Also, the team leader assists the team members on workflow processes and ensures timely, accurate, and efficient processing of tasks given by the client.
Team leaders are responsible in motivating the team and enforcing continuous learning and training for both new and current customer service specialists. This person will report directly to the Service Delivery Manager.
Service Delivery Manager
Service Delivery Managers act as the dedicated point of contact of the client and the customer service outsourcing team. They are also responsible in overseeing and managing the daily operations of the offshore team.
Service Delivery Managers need to be exceptional at team building and employee retention management, quality management and continuous performance/process improvement. They also should also provide solid analytical, logistical and resource planning skills and be available for assistance to the client and the customer service outsourcing team.
Customer Service Director
The Customer Service Director gets onboard with the client on the customer services process and guides internal teams to collaborate and provide innovative solutions for improving business processes.
Customer Service Directors prepare Service Level Agreements between the provider and the client and ensures that expectations and project management are met. They also demonstrate expertise in cultivating and maintaining relationships with client organizations.
IT Support
IT Support personnel have proper technical knowledge to assist and resolve both client and employee-related troubleshooting queries, from technical to process queries. It is important that your customer service outsourcing partner provide responsive 24/7 technical support.
IT Support personnel ensure metrics critical to daily customer service outsourcing operations such as turnaround time, number of Resolved tickets or issues are met.
Quality Assurance Specialists
The function of a Quality Assurance Specialist is to be able to provide Quality Control on daily operations such as inbound or outbound calls to ensure client engagement and satisfaction. This means being able to apply Quality Assurance (QA) methodologies and provide process and test documentation such as test cases, checklists, and so on.
Connext Global Solutions helps companies build custom, dedicated support teams in the Philippines. Learn more about Connext Global Solutions.
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