Originally written by Nicholas Hastings, CEO and Founder, hammerjack
The COVID-19 pandemic has sent ripples throughout the corporate community – shifting consumer expectations, tightening budgets, and provoking some serious managerial soul searching and analysis. Identifying and eliminating inefficiencies have become an essential exercise in the pursuit of survival.
Business process outsourcing (BPO) programs have provided a number of proven answers to the pressing questions facing ownership in this new post-pandemic world. Remote professionals, when properly sourced and integrated by the specialist outsourcing provider, meet the perfect apex of cost efficiency and quality. As such our industry has exploded, and is expected to maintain strong growth globally throughout the rest of the decade.
So let’s look at why corporate Australia is turning to offshore BPO solutions in droves, and share a few choice tips on how to avoid getting left behind in 2022.
It’s An Attitude Thing
Digital purchases have ballooned, video calls are the norm, and location has become the most obvious non-factor for employers and employees across the nation. Domestic employees are preaching the virtues of maintaining productivity whilst working from home. There has been a fairly major attitude adjustment.
The focus has shifted to the operational outcomes. It doesn’t matter where your staff are working from, so long as the deliverables are on point. This shift applies to consumer expectations as well, they don’t care nearly as much where the staff are based – just that you deliver a quality product or service. When presented with this new dynamic quick-thinking, business owners have been eager to explore the best cost-for-quality options available.
It’s Not You, It’s Me
Australia is an immensely high-cost domestic environment. There’s no two ways about it. It’s hyper competitive to gain access to a limited number of highly skilled professionals that drives the cost of wages to nearly unsustainable levels. That’s not to say that an onshore workforce isn’t absolutely necessary for many businesses – we know that the stores must be manned and the customers served.
That being said, the simple fact is that there are multitudes of pristinely well-qualified professionals available offshore for such an extensive range of services, and they are likely to cost less. So, if there are components of the business that can be transitioned offshore, then surely it’s worth at least exploring on a cost-basis alone. This is especially relevant considering revenues have yet to recover from the hit they took during the lockdowns.
The Age of the Zoomers
It’s so much easier to imagine implementing a remote team into your business, now that the great majority of the business have probably been remote themselves for large chunks of the last two years. The technology of communication has been polished to a fine sheen, and the lags and connection disruptions of yesteryear seem a distant memory. The business tech revolution was already making its way down the pipeline, the pandemic just accelerated the uptake.
With remote communication technology exploding, it only makes sense that the role of the offshore remote worker has grown with it. With the right systems in place, it’s never been easier to connect to, communicate with, and task manage offshore professionals. This new found accessibility was the final hurdle to clear for so many businesses, who felt as if they could finally engage with offshore assets the way they felt they needed to, in order to produce the best results.
So now that we’ve focused on the why, let’s get to the how. With clients of all shapes and sizes, we’ve learned some invaluable tricks of the trade.
Tips to Stay Ahead in 2022
Measure Your Results & Plan For The Unknown
Data is king, and numbers don’t tend to lie. Intuition is a wonderful asset, however actually and accurately, measuring your results over the short and long-term will provide the necessary indicators that really tell you the full story.
Measuring your results allows you to plan for the future, which we all know can throw a curveball or two. If you know your numbers then you’ll know how much liquidity (cash) your business has in the bank. This is important, as any good rainy-day plan involves being able to pay for the things you need, exactly when you need them. So sort your numbers out and get to planning.
Stay Customer Centric
Maintaining the quality of your deliverables is essential to preserve the trust and faith of your consumer base. Cutting expenditure is a worthy endeavour, however it product quality fails as a result then there are problems. Revenue has two components, not simply cost. Business income needs to be maintained and grown, and that will only happen if the quality meets consumer expectations.
The lynchpin of our business has been providing business owners with lower cost offshore professionals that never compromise product or service quality.
If there’s capital, structural change, or technology that you think might be a game change for your business, then get cracking on the due diligence. The time for introspection needs to be followed by the time for action. However, being agile doesn’t mean being careless. Rather, it just means moving confidently and promptly, armed with the information to answer any pressing questions. If the right actions are taken now, then you’re futureproofing your business ahead of the next cataclysmic event.
Adopting new technology can be transformative for a business, as we’ve discussed. So speak to the experts at trusted partner businesses who’ve dealt with these systems before and have first-hand insight. Our hammerjack team have meticulously crafted watertight on-boarding and communication technology structures, and would be happy to share our insights for your offshore professional needs.
Change Needs A Plan
Specifically, if you’re implementing a global/offshore team then there must be a Change Management Plan in place, in order to prevent the whole thing devolving into a complete mess. It’s one thing to imagine shifting a component of your business offshore, however do it competently requires more than simply a sense of goodwill and a desire to tighten the belt.
Work must be redesignated, staff must be on-boarded, and integrated into company culture, new systems must be learned, and so much more. Luckily, with a partner in hammerjack, you have the experience of a group of professionals who’ve successfully navigated these changes before. Experience counts for so much, and we have the track record to prove it.
So let’s start the new year with our best foot forward. Get in touch with our hammerjack team, and we’ll get to work helping you implement the offshore revolution into your business.