OUtsourcingWhen selecting a customer service outsourcing partner, there are possibly no greater factors for success than strong cultural compatibility and commitment to partnership. Like marriage, to be successful at finding “the one”, you must first take a good look at yourself. When contemplating a partnership with a contact center solutions company, says Jeffrey Puritt it’s best to first consider how you would describe your own corporate culture.
In addition to examining capabilities and costs, evaluating a prospective outsourcing partner is emotional and intuitive—and not always easy to pin down on paper. Compatibility is paramount; many clients who part ways with their outsourcers cite irreconcilable differences.
Culture is a business philosophy in action
Look for similar core values and common approaches—from who makes decisions and how work is done, to risk-taking and innovation. A strong match between your corporate culture and that of your outsourcer can transcend borders and time zones. Think of culture as being a business philosophy in action.
When it comes to outsourcing, cultural understanding is a busy two-way street. Practices can vary widely – from how vigorously agents may compete to keep your business, to shying away from telling the boss bad news until it’s a full-blown crisis. Your outsourcing team may not be a mirror image, but they must reflect, and emulate, all that your company truly values.
You’re in it together
Positive contracts are win-win. Emphasize mutual benefit with reciprocal risks and rewards. Consider splitting productivity gains between you. Your outsourcer should talk to you regularly about things that can be done better. Reward them with more business as they earn it. Is your outsourcer a force for positive change, or just an efficiency tool?
Whether it is onshore, nearshore or offshore, positive corporate culture helps to recruit and retain the best staff, motivate employees at all levels to act in the best interests of the organisation and their clients, encourage quality customer service and drive the business forward. Products and services can be easily replicated by your competitors. However, a corporate culture that delivers superior customer experience is a treasured resource that can take years to develop and cannot be easily reproduced.
Questions you can ask to ensure your outsourcing partner has a shared corporate culture:
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What are your core values? What are theirs? Are they aligned on the things that matter?
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How is work done?
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How are frontline team members valued?
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How are accomplishments celebrated? Mistakes corrected?
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How happy and motivated are their employees? What motivates them?
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Jeffrey Puritt
President
TELUS International
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