Nowadays, thousands of companies are involved in business process outsourcing. The use of the skills and capabilities of people in other places clearly helps businesses in maintaining their operations at cheaper costs. However, BPO is not a flawless transaction and it is expected that in every partnership established, problems will be encountered. It can be as minor as not being able to follow the correct reporting format or as major as performing a task incorrectly. These are some of the most common outsourcing blunders made in BPO and suggestions on how investors can avoid committing them.
Mistake #1: More often than not, those who are working with outsourcers barely know their staff members. The situation is always that companies are assigned an unknown dedicated outsource staff located in countries like India and the Philippines. Traveling can be time consuming and costly. This then makes it impossible for investors to personally meet the people who they have hired for specific company endeavors. However, non acquaintance makes professional relationships more prone to misunderstandings.
As a solution, it is always important to note that there should be ample acquaintance processes established. Processes such as a phone interview and a background check can help investors in knowing the level of expertise, dedication, trust and honesty of the staff they are looking to hire.
Mistake #2: Communication is always crucial in business, whatever industry it may be serving. However, miscommunication is often experienced by those who are involved in outsourcing because of the geographical, cultural and language barriers present. This poses a threat to the integrity of business procedures carried out. In extreme situations, miscommunication may lead to business failure and problems with the dedicated outsource staff. Such problems may be left unanswered and result to delayed progress and disregarded issues.
To remedy this, a permanent time and means of communication such as instant messengers, phone or video conferences must be identified. As much as possible, there should be constant communication between the company and their staff to prevent mistakes from happening. Daily progress reports and a stable communication can help improve the relationship between these two sides.
Mistake #3: Certain workers may or may not be able to do a specific task due to poor orientation or complication. For example, the person is asked to create a web page for the company's website but his training has only been limited to search engine optimization. Some investors tend to forget to truly measure their people's capabilities while some recklessly delegate tasks which are not in their scope of work for the sake of delegation. This will inevitably result to a waste of time and money as the company hired the wrong professional.
To prevent such mistake from happening, the company needs to make sure that the staff they will be hiring is capable of doing the list of tasks they intend to outsource. If the worker is willing to be trained, then he or she should be trained by an expert from the company's end for quality assurance. It wouldn't hurt to invest a little time if it means ensuring the future. But in the beginning, the staff's skill and ability needs to be measured properly to see if they are truly a match with the position available.
The highlighted mistakes and solutions can further help any company improve their methods of dealing with their offshore BPO staff. Fundamentally, proper utilization of workers and screening of the people hired can help in improving company relations.
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