Outsourcing: 3 Keys to Performance Hyper-Drive
Paying more for less doesn’t always give stellar results when it comes to outsourcing work to service providers halfway across the world. In the call centers, even with the right English accent training, it doesn’t mean getting a customer satisfied. It’s all about the performance when it comes to outsourcing. Does your outsourced team perform well in making sure you or your customers are more than satisfied?
First generation outsourcing has been all about getting ‘more mess for less.’ That’s why the adage goes: You get what you pay for. In these tough economic times, many businesses are looking for ways to tighten their budget to the point of sacrificing the quality of work as well. As VirtualArk’s CEO Marty Gauvin asserted, ” Third Generation outsourcing is here! “ ( Before a presentation at the 5th International Cloud Expo at Javis Center, NY ). It simply means that for outsourcing work, you need to look for better strategies and not only the lowest cost.
How Can You Make Your Outsourced Team Perform Well?
You only need to remember these three keys:
Key #1: Have a Clear Goal
You need to ask yourself what are your performance requirements. What is acceptable level of performance your outsourced team should meet? Are you willing to pay for more for reliable and quality service? At which level should one be eligible for a bonus or a raise? Answering these will help you get the right budget for the right people to hire.
Key # 2: Communicate!
After having drafted your goals, it’s time to give a talk. Who are responsible for which tasks? You need to make sure your goals and expectations are completely understood before you even begin an enterprise. Does your outsourced workers have a sense of ownership on the job? Being a client, you must get an assurance that work will be done according to your requirements, nothing more or less. It’s all about sustainability that makes your project a win-win deal.
Key # 3: Have an Eagle’s Eye
You need to measure and check the performance of your outsourced team, just to see if they are meeting the requirements of the project or if they are focused on the task. You don’t really want to micro-manage ( which people hate ). Trust your team to do a stellar job and give them a nudge whenever they’re going off the track.
As your relationship with your outsourced team strengthens over time, you can ask their feedback on how to improve and innovate solutions for your project. There are plenty of opportunities for growth and it’s up to you to be open-minded for change. Define Your Strategy!
What do you think motivates a worker to do his or her job well? Feel free to share your thoughts in the comments below.
ConsumerAffairs.com – Outsourcing
Something Interesting:
Build a Better Business with Outsourcing
Gartner’s 10 Steps to Mastering Outsourcing
Seven Steps to Effective Outsourcing Measurement
