Evaluating Outsourcing Services and Ensuring Their Quality

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Evaluating Outsourcing Services and Ensuring Their Quality
by Gabriela Theard

 

You have already crunched the numbers. You see that outsourcing is going to save you money and improve efficiency. Now, you have to determine how to ensure quality when selecting outsourcing services.

 

Evaluate Industry Experience

 

woman with headphones on call

 

If you are looking to outsource your outbound call centers, for example, you do not want an organization that is just starting. You want the outsourcing company to have years of experience in the industry. This will allow them to adequately handle the tasks and processes associated with working as a call center.

 

You can gauge the level of experience an outsourcing organization has by evaluating the number of completed projects. Look at how intensive those projects were. Are they on-scale with your current needs?

 

A macro view of the organization’s expertise is essential. But it is also important to evaluate individual team members and project managers you will be working with. These are the people who are on the ground level. They are the ones whose experience will be at the forefront of implementing your projects.

 

Evaluate Technical Expertise

 

computer geniuses working at their desks

 

Technical expertise is slightly different than industry experience. Technical expertise means that the outsourcing service provider should clearly explain its methodology as they go about their projects. They should show you how they track results and deal with issues. They should be able to explain how they will specifically handle your project.

 

You want the outsourcing service provider to be familiar with all the technologies needed to provide your service. It is better to have an outsourcer with a high level of proficiency in multiple related technologies than to have one that is an expert in only one or two technologies.

 

Get References

 

The outsourcing company you will use will represent you. From the end user’s standpoint, there will be no difference between having a problem handled by the outsource company or having it taken by you. Any negative aspect of the outsourcing company will reflect negatively on your company.

 

Do your due diligence. Talk to past and current customers. Start by getting a list of references from the outsourced company. Then, dig deeper. The Internet is full of information that can be useful when reviewing a company’s history and reputation.

 

If there are skeletons in the outsourcing service provider’s history, you need to dig them up. Don’t get caught flat-footed. If possible, ask for work samples from completed projects. This will give you a better idea of what you should expect after you sign the service contract.

 

A great job search engine that can help find outsources in the first place is Jooble. As the second most popular job board, Jooble has approximately one million monthly visitors in the United States and operates in over 71 countries. Using platforms like Jooble speeds up the hiring process and gets the highest quality openings in one intuitive view.

 

 

Evaluate the Company’s Infrastructure

 

Please do not take it for granted that the outsourcing service provider has the technology needed to carry out your task. The technology that they bring should be as good or better than the technology your company currently uses. Your outsourcing partner’s IT structure should represent the latest and the best in hardware and software components.

 

For a call center, this includes a reliable network of phone and Internet lines. Their technology should integrate with your technology. Depending on your project’s scope, the vendor may need to acquire and implement technologies specific to your business.

 

Examine the Workforce

 

The management team, infrastructure, and stakeholders may be up to snuff. But what about the employees? The success of your outsourced endeavor will largely depend on the workforce the outsourcing partner has.

 

It is worth it to review their hiring practices. Evaluate their approach to discipline, punctuality, and diligence.

 

Learn about the outsourcing service provider’s corporate culture. Please make sure that their values, beliefs, and vision harmonize with yours. Central to this is the type of communication and the frequency of contact required. They need to adapt to your way of working. It should never be the other way around.

 

Look at the Numbers

 

It is all about money. Will outsourcing save you enough money to make any potential inconvenience worth it? Also, how financially stable is your outsourcing partner? You want to make sure that the company is durable and can be solvent in the long term.

 

Conclusion

 

Outsourcing is the way business is currently done and will be done in the future. By doing your due diligence and following the tips mentioned above, you can find an outsourcing partner that meets your requirements.

 

 

 

 

Victoria Smith is a freelance writer specializing in business and finance with a passion for cooking and wellness. She lives in Austin, TX, where she is currently working towards her MBA.