Infosearch is a leading BPO offshoring service provider for global businesses. You can offshore/outsource your services like BPO services, call centre support, back office services, customer support, annotation services, and data services. Infosearch ensures quality in all the services that we provide. Contact Infosearch to offshore your business services.
One of the important issues arising with offshoring services is the control of the quality of the services performed by an external provider beyond one’s own country’s borders, which plays a critical role in business performance and customer satisfaction. Here are some best practices that companies can adopt to ensure high-quality outcomes from offshore operations:
- Offshore Partners: How to Choose Correct One
Thorough vetting: Ensure that you investigate vendors or offshore teams by looking at their reputation, customer feedback and their portfolio.
Cultural and communication alignment: Make sure that their work culture, their values, and the way of communication do not differ significantly from your own organisation.
Technical expertise: Check the offshore provider’s proficiency in the needed domain, whether they have certifications, what technology stacks they use, and what do they know about the industry.
- Ensure expectations as well as deliverables are well understood and, as far as possible, aligned.
Detailed contract and service-level agreements (SLAs): Integrate clearly defined service quality requirements, contractual and time-based goals and performance benchmarks into the contracts and SLAs.
Clarity in deliverables: Aim at reducing uncertainty to the extent of outlining what is expected of your employees in terms of products, dates, and the standard of work expected.
Regular review periods: It should also be equipped with clauses that state that it would be reviewed periodically so that expectations could be met as well as standards.
- Effective Communication and Collaboration
Establish regular check-ins: Try to make use of check-ins as often as daily or weekly so as to ensure that all working in the project is on the same page both in terms of the daily/weekly progress and also to give and receive feedback about challenges faced.
Use collaborative tools: Acquire IT infrastructure solutions like project management tools, media communication tools like social calendar application systems, and communication technologies that include call applications like Slack and Jira, Trello, and project management apps like Zoom, among others.
Clear escalation process: Make sure you specify an escalation process in case something goes wrong so that it does not compromise on the quality of the work done.
- Training and knowledge transfer are another factor that will ensure that the people within the organization are able to understand and effectively manage the culture.
Onboarding and continuous training: Make sure that the offshore team knows how your company works, what is expected from them and the quality your company maintains. Try to keep them updated through offering training on new changes within the organization.
Documentation and resources: Being particular about documentations, then utilize process guidelines, manuals, and tools to maintain quality.
- Set Measurable Performance Metrics
Key performance indicators (KPIs): Set KPIs that relate to quality, like the number of errors or omissions, consumers’ satisfaction, the time taken to provide a service, or the number of times a service is interrupted, respectively, depending on the kind of service being delivered.
Continuous monitoring: Some of the real-time performance monitoring tools are useful in tracking KPIs. Automated reporting can give the management up-to-date data with regards to the performance and productivity of the offshore team.
Benchmarking: Relatively speak about offshore performance in comparison either to other offshore teams or to some kind of industry average or standard.
- Ensure the existence of a very efficient and effective formulation of the corporate governance framework.
Dedicated project managers: There should be the combination of the person from the offshore provider and your in-house staff so that both are taking orders and making decisions together.
Quality assurance (QA) teams: Organize strong QA team onshore/offshore to check and process the quality of the work produced before reaching the end customers.
Compliance and auditing: It is also advisable to carry out routine reviews of the processes and the deliverables in order to review set procedures and standards being met across organizational partnership.
- Foster a Collaborative Culture
Create a unified team mentality: Promote the offshore teams the culture as part of your business as opposed to being outsourced and therefore different from your business. This can enhance firm’s accountability and commitment level towards quality.
Cultural sensitivity training: Since there are various cultural differences in the onshore and offshore teams, plan seminars where all will have to learn the differences in the culture of their counterparts to reduce conflicts.
- Pilot the Engagement
Start with a trial project: Before you enter into a long-term engagement with the provider, undertake a pilot project which is less important and has less stringent requirements so that you can assess the competency, promptness and communication skills of the offshore provider.
Adjust based on results: As you listen to the results of the trial project, apply the data received to alteration of the processes, expectations, or even the provider if it does not offer quality services.
- Quality Control Processes
Implement rigorous testing and review: For industries such as information technology, especially software development, make sure that efficient testing techniques (for instance, code reviews and automated testing) have been put in place. For some services, such as customer support, one ought to have daily, weekly, or monthly call or quality service checks.
Frequent feedback loops: Offer feedback to the offshore team whereby one can always point out the areas of concern based on quality and performance, thereby leading to changes for better results.
- Incentivize High Performance
Incentive programs: Reward offshore teams for their good quality performance to include extra incentives like bonuses and the like.
Recognition: Carry out recognition of those performing well in a public way to encourage high performers to go the extra mile.
Companies need to develop such a strong system so that offshoring deliverable services meet the expected quality standards and are acceptable for increasing productivity and customers’ satisfaction.
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