How hands-on should you be when outsourcing to Philippine call centers?

How hands-on should you be when outsourcing to Philippine call centers?

OABPO Blog Team Published on January 3, 2014

businessman-client-hand-shaking
Delegating voice services to Philippine call centers can be a wise decision because it lets you save costs and improve your customer service. However, you should dedicate enough attention to the outsourcing deal for it to become successful.
If you don’t oversee some aspects of the subcontracted operations yourself, your outsourced staff may fail to meet expectations and eventually cause you to end your contract. How do you know whether you are giving the right amount of dedication or overstepping boundaries between you and your outsourced services provider?

It depends on your outsourcing partner

Know what is stipulated in your deal and what you and your outsourcing partner have agreed on. In massive firms, most of the managerial aspects are usually handled by the provider while you only get reports from time to time.
You may be involved in the early process of choosing the services and training the Philippine call center team that will be representing your brand, but your provider will take over from there on. This means that you may have to go through tedious processes and paperwork if you want changes to be done after the contract has been signed.

philippine-call-center-team-meeting

On the other hand, partnering with smaller companies, particularly boutique-style firms, will give you better control over the outsourced tasks. You can be more hands-on and customize the services in accordance with the changes in your company or the demand of your customers.

What you could do

Constant communication with your outsourcing service provider is integral in maintaining a successful partnership. One of the ways to ensure this is to schedule meet-ups or site visits to see if everything’s right in place and to meet the Philippine call center team responsible for providing support to your customers.
In addition, you could station a trusted liaison officer to serve as a bridge between you and your provider. He should be in the know about the status of your services and regularly report about matters that you want to be updated about.

Conclusion

Your level of involvement in the outsourcing deal can help determine your offshoring operations’ success. Nevertheless, there should be a clear boundary, constant communication, and connection between you and the outsourcing firm to make certain that each of you carries out your role efficiently.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
Here are some tips to help your 24/7 #CallCenter handle high call volumes and keep customer experiences seamless and merry this #holiday season: https://zcu.io/6QTl

#WeSpeakYourLanguage #BPO #CustomerSupport
Open Access BPO
Open Access BPO3 days ago
The holiday season has always been a challenging time for companies managing #CustomerService. Make your #CallCenter's #CustomerSupport strategies foolproof by considering these challenges: https://zcu.io/Jh2M

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO4 days ago
Open Access BPO Taipei is the strategic outsourcing hub for businesses wanting to reach large Asian markets.

Our office provides multilingual #CustomerSupport, #ContentModeration and back office services designed to meet the unique needs of businesses catering to East Asian markets. Our experience in the sector connects your business operations to Asian markets, with results that add value to the #CustomerExperience.

Read more: https://zcu.io/jFDr

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Companies delegate some of their processes to #CallCenter service providers to save time and resources. However, new businesses. such as #startups, should be careful of which tasks to outsource to ensure success: https://zcu.io/xLvY

#WeSpeakYourLanguage #Outsourcing #BPO
Open Access BPO
Open Access BPO1 week ago
We hope you have a fun and safe time with your loved ones wherever you plan to spend Thanksgiving this year. Happy #Thanksgiving!

#WeSpeakYourLanguage #OAHolidays
Open Access BPO
Open Access BPO1 week ago
Every entrepreneur's dream is to grow beyond his own shores, but how do you know if you're up to the challenge? Look out for these signs before taking your first step into international #expansion: https://zcu.io/Safk

#WeSpeakYourLanguage #Startup #Offshore #Outsourcing