How can you oversee services handled by outsourcing firms in the Philippines?

How can you oversee services handled by outsourcing firms in the Philippines?

OABPO Blog Team Published on December 17, 2013

businessmen-shaking-hands
Entrusting business operations to reputable outsourcing firms in the Philippines is not a one-time deal, but an ongoing process of communication, collaboration, and cooperation between you and your outsourced services provider.

businessman-looking-at-the-skyscraper-outside-the-office-window

A healthy, long-term business relationship should exist in order for you to achieve your goals. And a large part of developing that relationship is overseeing that the tasks you subcontracted out are done right. However, staying in touch with your outsourcing partner may not be easily achievable because both of you have your respective matters to focus on, not to mention you are probably located in different countries and timezones.
How can you oversee your outsourced tasks even if they are managed by a separate firm?
Here are some tips you can apply before and during the deal to guarantee a healthy client-supplier relationship:

Know each other’s responsibilities

The terms stipulated in the contract should be clear to you and your business partner before you sign the deal.
You should identify who is in charge of key parts of the partnership and acquaint yourself with the people handling operations, recruitment, training, and other business aspects. This way, you will know who to directly contact for certain concerns or who should report to you about progress and other business matters you need to know. This might also work for you if you don t want to consume the time of the higher management if you only need to get in touch with a certain unit.

List down expectations

businessman-hand-writing

What you expect from the partnership should be clear between you and your outsourcing partner from the very first day.
You can present the standings of your company before the contact is signed and then specify what changes you imagine or the results the third party firm can deliver. You can set certain dates to compare results, send reports, or do site visits. By overseeing the tasks at an interval, you can track progress better.

Manage the outcome, not the activity

Unless you are co-managing with a boutique-style firm, you should leave the management of the outsourced roles to your service vendor because it’s part of their expertise. It might cause more damage than help if you constantly nag them about every detail of every single operational activity. What you should closely oversee instead is the overall outcome of those services, and if there are results that you don’t find satisfying, that’s when you can enter the scene and take part in changing your strategies.

Conclusion

You can oversee services handled by BPO firms in the Philippines if you focus on your responsibilities and let your outsourcing partner handle their own duties. This will also ensure a healthy business relationship between you and your outsourcing partner.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 weeks ago
How do you make your customers feel special?

1. Speak your customer’s language
2. Call back when you say you will
3. Say “please” and “thank you”

Here are seven more ways #CustomerService experts enhance customer experience and win customers' trust: https://buff.ly/3gZWV20

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 weeks ago
An agile #CallCenter can turn interactions in the most competitive industries into long-lasting relationships. This allows brands, especially #startups, to meet the rapidly changing demands of their market.

See what other advantages it offers: https://buff.ly/3e3uNZT

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 weeks ago
73% of customers prefer #LiveChat as their go-to channel for #CustomerSupport. This saves businesses time and expenses for higher productivity.

See how experienced #BPO providers offer excellent #CustomerService via live chat: https://buff.ly/3muh698

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 weeks ago
Open Access BPO's #IT infrastructure was designed to adapt and integrate new technologies and features to meet market demands and client needs.

Learn more about how we can future-proof your #offshore operations: https://buff.ly/3e3uAWV

#WeSpeakYourLanguage #SmartRedundancy
Open Access BPO
Open Access BPO4 weeks ago
Maintaining regular communication with customers can help you earn their trust. This is essential when delivering value-added #CustomerService.

Here are tips to make #CustomerCare even more special for your consumers: https://buff.ly/3xjM2h9

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 weeks ago
Open Access BPO adopts #DataSecurity solutions and adheres to #InfoSec industry standards to proactively face emerging digital threats.

Ensure frictionless customer journeys through #SmartRedundancy: https://buff.ly/3xitA8E

#WeSpeakYourLanguage
Do NOT follow this link or you will be banned from the site!