Everyone works more efficiently
Better job satisfaction
Better staff accountability & KPIs
Better quality control
Predictable outcomes
Consistent products, services and brand representation
Consistent customer experiences.
Location
If you're looking to offshore in a specific location, you'll need to find a partner that's established in that area. But regardless of where you offshore, you need to make sure your partner's facility is located ideally for:
Recruitment process
When comparing offshore partners, discuss their recruitment process. Find out how they source talent, whether they have an existing database of qualified applicants, how quickly they can fill roles, and how involved you need to be in the hiring process.
Facilities
Generally, 'managed offices' include all the furniture, IT and facilities your team will need to do their jobs. Your offshore partner should provide internet access, computers, a desk and a chair. And a clean, comfortable and professional work environment.
It's important to also ask about the ongoing support you're entitled to, for your staff. To succeed offshore, you really need your partner to be a black belt in operations.
Stability
Stability is an extremely important factor when it comes to choosing your offshore partner. After all, you're at the start of what will (hopefully) be a long and profitable relationship for your business. While offshoring is a strong and growing sector, especially in the Philippines, sometimes things can happen that may rock the boat if your partner isn't prepared.
To gauge the stability of your service provider, ask them questions about:
Costs, transparency and fee structure
Overseas labor costs mean offshoring has the potential to save your business a significant amount of money, but labor costs aren't the only cost consideration. Your choice of offshore partner will make a big difference to your bottom line, because they don't all offer the same savings, inclusions and set up.
Every offshore provider has its own unique approach to fees. Before signing up with an offshore partner, it's critical to find out exactly what they include and how the fee is broken down. That way, you don't end up with any unexpected costs. And just as importantly, you'll know your staff are getting a fair wage.
Quality
When it comes to choosing your offshore partner, you want to ensure they’ll deliver consistently good outcomes for your business. How will you know if they can do this? Analyze their infrastructure, tech, equipment and their internal management structure.
Who’s responsible for what
When you're comparing your options, make sure you are clear on what you’re responsible for and what your partner is responsible for. This will extend to the recruitment process, the infrastructure, who staff report to and how your offshore team will spend their time.
It’s common for businesses to perceive outsourcing as a set and forget strategy, however, this isn’t the case at all. Outsourcing is an ongoing partnership that requires efforts from both parties, the provider and you.
It’s one of the many reasons why it is so crucial for you to explore your options so that you understand how each provider works and which provider will be best suited to you and your business.
MISTAKE 1
Treating your offshore employees as separate
Both your onshore and offshore teams will be more effective if they collaborate and communicate with each other.
How to avoid it
Your overseas employees are not 'out of sight, out of mind'. No matter where they're located, you need to be responsible for ensuring your team achieves good outcomes.
- Connect with them
- Communicate with them daily
- Help them live and breathe your company culture, products and services
- Use an offshore champion to bridge any gaps between your onshore and offshore teams.
Your offshore team are real people and a very real part of your team, just like your local staff. Treat them as valued team members and you'll get the best outcomes.
MISTAKE 2
Not providing appropriate resources
If your staff don't have the resources they need, they'll be less productive and feel like you don't understand or value them, which will reduce morale and loyalty, and increase staff turnover rates.
How to avoid it
Consider the resources your employees need to get their job done well, and make sure they've got access to those resources. As a minimum, ensure all team members have:
- A modern workstation (computer, desk, etc.)
- A stable internet connection
- Appropriate software
- A comfortable climate (air conditioning)
- Minimal distractions
- Somewhere to take breaks
- Bathroom facilities.
You should also consider things like access to transport, parking, food, shops and their commute distance.
MISTAKE 3
No backup or disaster recovery plan
If your offshoring location has extreme weather or unreliable infrastructure, you need to have a business continuity plan. Otherwise it's just a matter of time before you suffer some significant and very costly downtime.
How to avoid it
Plan ahead and ask yourself these questions:
- What if the tech or internet access in your building goes down?
- What if your employees can't access their usual workplace?
- How might these issues affect your day-to-day operations?
- What processes can you put in place to protect your employees and business, and ensure maximum up-time for your customers?
For example, your provider will need comprehensive contingency plans for natural disasters. This ensures that staff can continue providing services in a nearby location with minimal disruption.
MISTAKE 4
Not investing your time into your offshore team
An offshore team requires significant time investment - up front and ongoing. Businesses that compromise in this area will miss out on achieving the best possible outcomes.
How to avoid it
From the very start, you need to:
- Take time researching your partner on the ground to ensure they're a good fit for you
- Create systems and processes in your business
- Create job roles and descriptions
- Hire the right people
- Provide them with detailed training and inductions, and help them get to know your products, services and company culture.
You need to train, mentor and speak with your offshore team on an ongoing basis. This will improve the quality of service for both you and your customers, and consequently lead to a stronger return on investment.