The Outsourcing Decision: Five Cs to Ponder

If you’re the owner or CEO of a flourishing business, the decision of whether or not to outsource will fall into your hands. And even if you don’t entertain any thought of outsourcing at the moment, the idea will still pop in your mind, especially when you need to downsize due to shrinking profits and other economic pressures. At some point, outsourcing may be the only and likely option left for your business to survive. 

Consult your partners or advisers on the possibility of outsourcing if you must, but you decide. Given that, what factors should influence your decision-making? How are you going to decide? To make the ultimate decision, take note of the five Cs in business process outsourcing (BPO):

·         Challenges

Outsourcing is a roller coaster ride of challenges, from choosing what BPO company to work with to negotiating the terms of the service(s) and contract. Also, put into equation the moment you have to deal with employees whose jobs you decide to outsource and with “co-workers” across different time zones and cultural divides. Are you ready to take on the challenges of outsourcing, from planning to decision hour? If the question needs rephrasing: Can you stick to your decision?

·         Compatibility

When researching a BPO or call center company, you must understand their business goals, verify their experience and expertise, and judge their commitment to excellent service. Are they in tune with yours? Does the company have something in common with your own?

Meet with the CEO and their subordinates. Are they experts in their field(s)? Are they passionate and dedicated professionals like you? Do they possess a sense of business, entrepreneurial spirit, risk appetite, and drive for success that you can share with and relate to?

·         Choice

With thousands of call centers and BPO companies all over the world to choose from, how can you pick out the right one? Your choice will depend on the specific needs of your business, which from there you can come up with the set of requirements that BPO companies will have to meet. But have you decided to outsource?

·         Commitment

Your need to reaffirm your commitment is one reason to consider outsourcing for your business. You have a duty to provide high-quality products and services to your customers. You also have the dream of expansion, but these goals won’t be possible without the commitment on the part of the call center company that is tasked to handle your customer service and other business processes. Identifying the BPO company that can help you satisfy your customers is already a sign of commitment on your part.  

·         Communication

Are you ready to communicate with your stakeholders about your decision to outsource? How are you going to convince them that outsourcing is the way to go? Post-decision hour, how can you communicate with “co-workers” across different time zones and cultural divide? Will you train them and impart the knowledge they need to sell your product and provide service to your customers?

Deciding about outsourcing takes time, but it won’t be hard to choose the right BPO or call center company if you know why you’re outsourcing and what you’re looking for.