Any organizational transformation, including preparing for outsourcing, usually requires thorough preparation, from goal-setting issues to issues of the process of job design. Not paying attention to the preparation phase can lead to disastrous consequences that will reduce the efficiency of outsourcing benefits for companies and lead only to additional costs and increased staffing. These consequences are dangerous because, in the most unpleasant yet actual result, the company will have to leave the market, which may lead to difficulty with supporting solutions developed in the early stages of enterprise automation. To avoid such situations, it is necessary to pay attention to the stage of preparation for outsourcing, armed with the strategy we suggest in the article below.
Despite the problematic pandemic conditions for business last year, statistics predict that revenue from outsourcing will reach the amount of US$112,899.81m in 2021 and a CAGR of 5.6% for the next five years. Speaking of which companies are outsourcing customer support leaders, Statista predicts the revenue growth of the call centers AI market in the U.S. that is expected to be continuous and reach 2.8 billion by 2024.
The Top 3 Strategies to Outsource Your Customer Service
To take advantage of an outsourcing company and to manage your partnership correctly, you need to think strategically about preparing your company for outsourcing and understand what outsourcing companies can do for you. We provide several planning points to guide you.
Define What Must Be Outsourced
Every company, regardless of scale, may face a volume of work that requires special skills and abilities that you do not have for various reasons. This problem is especially acute in globalization and the rapid development of technology widely used as a toolkit for doing business. That’s why you need to do a little analytical work to determine whether you can do this or that task yourself or still outsource some responsibilities that will be more rational and financially beneficial.
It is always important to pay attention and identify your weaknesses, but it is even more critical to prevent them immediately. Also, to understand, at least in general, how every smallest detail of your company works is an urgent necessity. Awareness will help your company function effectively in a cost-minimizing environment without raising prices for goods and services. You will then have a clear idea of how outsourcing helps companies avoid management problems and what needs and responsibilities can be outsourced to a professional team with more experience.
Choose The Right Software Service
An essential part of any business, outsourcing for tech companies is part of the fundamental business routine. Regardless of whether you have a service or a software company, you have to use outsourcing services, irrespective of your involvement in the activity. Therefore, saving money is not a rational decision for using a quality support system that will fulfill your needs at a competitive level.
The emphasis should be on branding and integration. When it comes to setting up software and integrating it into your site and service, it's essential to understand the nature of these features and which ones will be useful to you in the long run. Growing a company should make it easier with all the support systems you need, even if an embedded system seems a cheaper option at first.
The bottom line is simple: the easier it is for you, the easier the situation will be for your employees and, in the long run, your customers.
When choosing software, we recommend paying attention to Zendesk, Freshdesk, or Desk.com. Zendesk takes the leading position but is also the most expensive. Its biggest rival is Freshdesk, and they are at about the same level. In its turn, Desk.com holds the same features as the previous representatives while its services are more affordable.
Cheap Does Not Mean Profitable
A common mistake among representatives of small businesses and private companies is the misconception of different outsourcing services as similar services but at different prices. It is a fundamental misconception that can cause disastrous results. In its turn, investing in professionals turns out to be a success. Understanding the answer to the “How does outsourcing benefit a company?” question and using it, especially for small businesses, is not a condition but a necessity in today's business environment.
A cheap service provider or outsourcing company is not always a rational choice for the development of your business. By choosing an outsourcing firm based on the price category factor, you run the risk of running into evil people, and at most, of incurring losses and losing your reputation. Therefore, it is more important to think about the possible consequences of an imprudent choice when it comes to developing a company.
3 Common Mistakes All Business People Do When Outsourcing
Before using outsourcing in your company, it's wise to become familiar with possible mistakes before, not after, so you can be on your guard to spot and prevent potential problems. We demonstrate the most common and serious errors that different business people make, in particular, while outsourcing for small companies.
1. You will no longer need managers once you start working with an outsourcing firm.
It is a widespread mistake, which is an incomplete understanding of the role of outsourcing for your business. Outsourcing firm employees cannot take over your business and start managing it at the expense of their internal responsibilities and organization. The outsourcers of your tasks should not be handed over to you to manage, just as they cannot take some of your responsibilities to optimize the operation of your business. To fulfill the need to take care of personal matters regarding the organization and function of your business, it would make more sense to hire a management team.
2. Negotiated price and fair indemnification are the same.
Many business owners focus on the price category of the purchased services while ignoring other aspects, for example, their quality. However, it is undeniable that cheap does not mean profitable, and profitable does not mean cheap. When hiring an outsourcing company with democratic prices, do not expect that they will provide high-quality services. Regardless of the country or region, you have to provide your workers with the motivation to provide you with top-quality work. Speaking of fair compensation, which is higher than the market rate in outsourced work areas, will be reduced in your sphere.
3. Outsourcing should only do what you cannot do by yourself.
As stated in our article earlier, as a leader, you must understand all the most minor details of your business, especially in organizing management. Many companies mistakenly believe that an outsourcing firm should do the work you assigned to them and be responsible for many management aspects. Even if you delegate about 100 percent of your activities, it is not the outsourcing that will face the results but you. That is why it is always necessary to clearly and precisely formulate the goal of outsourcing to avoid such a global mistake.
In preparing for outsourcing and understanding what outsourcing benefits are, many companies focus on risks, ignoring the rest of the aspects. However, outsourcing can result in many practical benefits for the business owner. Outsourcing helps to save valuable time, not expand staff and use the resources of professionals. It has become a necessity for all companies in the modern business environment, using which you eliminate inefficiency and optimize your business activities.
By outsourcing some of your responsibilities, you open up the opportunity to spend limited resources on setting new goals and achieving them, leaving the rest to a team of experienced professionals. Opt for us as a reliable partner that will implement your business ambitions.