5 Vital Qualities of an Offshore BPO Company
A few decades ago, any startup would have needed to work double-time just to catch up with the competition.
Unfortunately, most businesses could not sustain such efforts, resulting in disappointment and, ultimately, failure.
That is also one reason business owners have always been pessimistic of their own successes.
But that is not the case anymore.
Today, to rise against the competition, one should not only work hard but also find ways to work smarter.
One of the more efficient tools that most startups utilize nowadays is outsourcing.
With outsourcing, a new business can assign operational tasks and activities to its partners while it focuses on its core competencies.
It is like having your own separate team to do the day-to-day heavy lifting while you spend most of your time realigning your strategies, coming up with better plans, improving your product or service, all for the benefit of your brand in the long run.
Find the Perfect Partner
Outsourcing is indeed a gift of technology to startups that do not have the capacity yet to get an entire department for human resources, backend tasks, auditing, customer service, etc.
But with the help of an offshore outsourcing firm, all these things can easily become a reality, even for a business that is only a few months old.
However, all those positive details depend on who you work with.
5 Qualities of an Offshore BPO Company
If you are searching for an offshore BPO company to outsource some or all of your work to, consider these five qualities when making a selection:
1. Updated Technology and Software
One reason you want to work with BPO firms is that they already own software and tools to carry out the tasks you want them to do.
From omnichannel solutions, Artificial Intelligence, Chatbots, Skills-Based Routing, Call and Screen Recording and so on – make sure you check the outsourcer has access and experience with the tools that can benefit you the most.
As an example, if you are looking for an offshore project manager, you do not need to purchase project management software or tools because your partner already has them.
Call centre work? Again the offshore call centre outsourcer will have all the necessary tools to provide the call centre services such as hold music, reporting, menu selection etc.
2. Vast Professional Experience
When you are searching for a partner to boost your startup, make sure they already have enough experience and skills for the job you require them.
Most offshore BPOs offer impressive skillsets, so your only problem would be choosing the best one to fit your needs.
Many outsourcers focus on different niches such as inbound service, outbound sales, bookkeeping, data entry and so on so it pays to find the right BPO with the skills and experience you need to get the best results.
3. Quality Services Paired with Affordable Costs
Are you looking for an onsite professional or a team that offers high-quality and affordable services?
That is almost unheard of if you are searching within your own locality, but not with outsourcing.
An offshore company can provide the top-notch service you need at a fraction of the cost for the same services in Australia.
4. Security and Reliability
Some of the essential qualities of an offshore BPO company are the ability to secure data and reliably get the job done.
To make sure you get honest details about a particular offshore company, check for client reviews and testimonials online or use a reputable broker service like CX Connect.
Or just ask around.
Talk to previous or present clients.
By doing these, you can have a bird’s-eye view of the strengths and weaknesses of a particular firm and ensure you get partnered with the BPO that is going to deliver the best results for your business.
5. Professionalism and Culture
- Does the firm take care of its employees?
- How do they approach deadlines?
- Do they usually procrastinate and cram the task at the last minute?
- Do they consistently update their clients about the task at hand?
- Are they happy to share performance data?
As a prospective client, you have to address these issues head-on and let them be honest with you.
You would not want to experience these problems later on because you failed to make a little background check.
Teamwork Makes the Dream Work
As cliché as this may sound, finding a reliable and experienced BPO company is not the end of all your troubles.
You must team up with them, exchange ideas, accept mistakes, follow through on your plans, and do everything in your power to improve the relationship between the two companies.
This may be a struggle early on because of the difference in time zones and culture, but as long as you work together toward one goal, you are on the right path!
And don’t you worry about the language barrier—you’d be surprised to know that most of these professionals speak fluent English.
What are you waiting for?
It is time to make some calls, browse online, and look for potential offshore BPO partners to help you out on your journey as a budding entrepreneur.
Remember that outsourcing is one of the most vital techniques for new businesses to survive in today’s competitive market.
Some more handy tips and links:
- Search: A list of customer care/service outsourcers by country or a list of back-office outsourcers by country
- Read: Current challenges for BPOs and how to survive
- Read: Do customers really care about the call centre location?
- Download: Our free Guide to Call Centre Outsourcing