Among the lessons I have learnt from the outsourcing business, I can state that it can easily turn into a headache for the involved parties. Even more important is knowing that the difficulties are not a necessary harm inherent to the business or the processes. There are eight very simple key points to avoid them.
Choosing the right BPO supplier: this choice is only limited to being the cheapest or pleasant option. Besides having the essential components in terms of quality, coverage, availability, possibility of communication and warranty, it is important to search for a BPO supplier that has the capability of acting upon changing requirements related to the needs, and that can cover any other contingency accordingly.
Transparency in volumes and requirements: In several occasions, I have noticed that the operation volumes are minimized with the purpose of obtaining a fixed cheaper offer. It is vital to be clear on the size of the operation and on the expected growth during the period in which the process will be outsourced; in addition, the type of reports and the level of communication and interaction expected during the relationship must be considered.
Services agreement: This document is not just an essential requirement in the commercial relationship, but it also turns to be a guiding instrument in the relationship. It establishes and clearly states the details of the actions to be performed, either by the client as well as by the supplier, and the commitments that each party has to face. When possible, the agreement shall specify a full list of the possible services in such a way that it is a flexible document that can be adapted to the changing reality of the area.
The On-Boarding process: Regardless the existence of a full agreement, a know-each-other stage is needed, as well as specific agreements and the planning to start the rendering of the services. People who will be exchanging information on a daily basis are mainly responsible of establishing and documenting the consensus in the relationship, foreseeing the possible "crashes" in case the teams experience any changes.
Delivery schedule: All processes must be planned. There is a daily exchange of information between the parties. They are expected to receive reports on time by the suppliers. Nonetheless, the client has the responsibility, as well, to provide the complete information on time. For example, a financial report cannot be delivered on day 1 if the information was...