6 Key Factors For Outsourcing Success
All businesses need a competitive advantage.
But SMBs may need one more than anyone else.
Those that lack a competitive advantage won’t survive.
Why—because they’re not differentiating themselves. They’re not giving customers a reason to buy from them.
And in today’s overcrowded marketplaces, that’s fatal.
Outsourcing can help
So how can you create a competitive advantage if you lack one?
Outsourcing is one way.
Outsourcing can free up more resources to devote to mastering core competencies, improve services, enhance quality, and boost customer satisfaction—all in one move.
In other words, it can help you differentiate yourself.
And in today’s marketplaces, that’s critical. In fact, it might be exactly what you need to take your business to the next level.
But to create competitive advantage, you must leverage the key factors that drive outsourcing success.
Below are 6 of those. You can leverage them to achieve outsourcing success. But first you must understand and embrace them:
Start by defining what outsourcing success is for you—whether you’re outsourcing customer service or tech support. It’s different for every company and for every industry.
Once defined, use KPIs to track progress. They can measure customer satisfaction, timeliness, costs, and so on. Make KPIs objective, measureable, challenging, and specific.
Standardize policies and processes
Don’t wait to do this. Standardize policies and processes before outsourcing. Doing so makes the transition easier and helps your service provider meet key objectives. Also, make sure the right quality monitoring and reporting procedures are in place.
Action Point: Review current policies and processes. Determine which are standardized and which are not. Standardize those that aren’t.
Outsourcing requires ongoing coordination. Creating detailed documents for everything—process maps, procedure manuals, operations plans, operating procedures for change requirements—strengthens coordination. Document issue tracking and resolution as well
Embrace the transition
Moving to outsourcing is challenging. Handle it delicately—especially the transition. A good transition generates enormous benefits while a poor one impedes operations. To execute a seamless transition, develop a plan.
Your plan should do two things. First, it should spell out how to keep current operations going. Second, it should spell out the key steps in the transfer process.
Start by analyzing your needs, then design, build, test, and deploy each of the plan’s stages for a smooth transition.
Beef up technology
Outsourcing needs technology to succeed. We’re talking about things like collaborative systems, customer experience tools, and customer relationship management software.
Technology is especially critical to outsourcing tech support and customer service. If you don’t have what’s needed, find a way to get it.
But first, develop a customer strategy. Developing a customer strategy helps agents respond to issues and quickly determine what actions to take. Without a strategy, they’ll just be spinning their wheels.
Manage the relationship
Managing outsourcing correctly is critical to success. But those used to managing resources under their direct control may need to develop team building, influencing, and/or facilitation skills. In other words, they may have to acquire a whole new set of skills, so make allowances for training.
Leveraging these 6 factors will help you achieve outsourcing success. But they aren’t the only success factors out there. Others exist. Leveraging them can also help drive success.
Achieving outsourcing success can generate the competitive advantage you need to survive in today’s intense marketplaces.
Let us put our proven experience in providing tech support for small and medium size companies to work for you. Request a quote from our sales team.