A Business Process Outsourcing (BPO) company can be the difference between struggling for growth or accelerating for success. With the potential use of a BPO provider having so much impact on your business, it’s crucial to know what to look for, your business deserves the best, and while there are literally hundreds of BPO companies servicing Australia, what are some of the things you should you really consider weighing up the options?
We listed down the top things you should look for in a BPO company before outsourcing:
Industry experience and capability
Getting it right takes experience; someone who knows the pitfalls and can hep you navigate the potential minefield of outsourcing is a must. A company lead by seasoned managers will have a better understanding of how your business works and what it takes to scale and get ahead. The service provider should also be capable of handling your functions and not simply take on the job without analysis and consulting of your processes.
The Philippines is a hotspot for BPO companies because of the experience it has to offer. This includes the country’s 3rd-place ranking in terms of English proficiency in Asia along with the excellent cultural compatibility and adaptability.
Security and technology
Data privacy and security is now more important than ever and a major concern among businesses. Organisations that handle sensitive information need to be aware of the legal obligations when outsourcing and align themselves with a service provider who can ensure values, systems and processes are aligned. Initial discussions with a potential service provider should be open and transparent when talking about security and technology.
Security also requires the latest and smartest of technologies, and if a BPO company is not fully equipped with these, you might consider another one that does. Risking security and privacy will cost you more in the future than investing on preventive measures on it today.
Transparency and visibility
Whether it’s about how is your team doing or whether KPIs being met, not knowing where your business stands today means not knowing where you’re heading. BPO companies (should) understand this, so they must provide visible reporting to you about how your team is working and if set goals are actually being achieved. The use of technology in the form of dashboards and scorecards, where customers’ teams and milestones are monitored and updated, is a must. Having management insights based on these reports should be a non-negotiable.
High employee retention
Frequent changes in team members can result to lower performance and quality for your business and your customers. In fact, customers are more likely to engage with a business that takes care of their employees rather than treat their team like robots and machines!
There is an ongoing trend among BPOs and something you should align yourself with: employee engagement. When team members feel that they are valued and that their interests are also nurtured, the more likely they are to stay in the organisation. Outside-of-work interests such as physical fitness, movies, charity work, family activities, and creative expressions should be encouraged and incorporated into the BPO workplace to ensure that members aren’t left behind and that the work-life harmony is maintained. You won’t want your team to belong in a toxic environment!
Low customer attrition
Great customer feedback is what every business is aiming for because that means they’re doing their job well! Knowing that a BPO is trusted by its customers goes a long way in considering what to look for in a BPO company; those testimonials will give you an idea about how the company works and how experienced they are.
It must be noted though that attrition is inevitable in business; what makes the difference is the reason why attrition occurs. For as long as the reason does not include any shortcoming from the outsource service provider, you can be sure that your business is in good hands.
Network and connections
Just like any other brand, a company with well-known strategic connections to other successful businesses says a lot about the quality of their services. It’s important to consider the BPO company’s network and connection to be assured that they are indeed one of the best- if not the best – in what they do.
Why it’s critical to know what to look for in a BPO company
Outsourcing is probably the most obvious solution when a business is trying to grow while saving on cost.
A BPO company can help you do that – but they must be the right one for your business. You’ve invested so much of your resources in your business, and you don’t want cowboys draining these investments for benefits that can only be realised short-term. The long run is what counts.
Success requires experience. Here are 15 things we discovered were a must when implementing a successful offshore program.
We’re happy to talk outsourcing with you.
Our experts are listening.