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

OABPO Blog Team Published on January 3, 2014

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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.

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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.

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