Dos and Donts for small businesses to outsource successfully

Outsourcing, when well-planned and implemented, allows a small business to improve its activities while generating savings. It allows it to grow and to make significant savings, while gaining in competence. As a small company, this strategy is full of advantages, provided of course that you follow certain rules and know how to balance the internal processes and those delegated to a trusted provider.

Outsourcing: an easy, fast and effective strategy to implement

Outsourcing should not be complicated for small businesses and for this, there are some good practices to follow and others to avoid:

The provider’s skills: as a small company, you have everything to gain by choosing your outsourcing provider with the utmost care. If the cost is significant, it should not be taken lightly. Indeed, take the time to compare the different charges, and also the opinions filed by current and departed customers. The idea is to avoid a poor performance or the provision of “talents” that are untrained or inconsistent at all costs.

Communication: As communication is one of the pillars of a successful and sustainable outsourcing, it is essential to select a service provider who has agents who speak at least two languages. Let’s add to this that they must be reachable at any time, especially in case of urgent requests. This avoids delays in solving problems, and therefore makes it possible to increase and maintain quality and customer satisfaction.

Security: Data leakage is one of the biggest fears of companies and rightly so. The outsourcing provider must be able to guarantee the integrity of its customers’ data. For example, at ProContact, our infrastructure is based on the state-of-the-art Dialogic-Vocalcom platforms, which offer high-level flexibility and reliability. The solutions used also allow advanced call/processing management.

As for Vocalcom, it is secured by a Vicidial solution running permanently in the “cloud”, which means that it is able to resume operations instantly. The whole process is. therefore, totally secure.

The right steps for a successful outsourcing

A simple mistake can be quite costly for the company, whether it is in terms of resources, time or energy. This goes against the objectives of outsourcing. Here’s how to make your outsourcing project a success.

Don’t aim for cost savings only

Do not focus your outsourcing project on cost reduction. Of course, some providers offer particularly low rates, however, always keep in mind that an offer that is “too good to be true” can have many repercussions on your business.

Compare offers between different providers covering a wide range of rates. Keep in mind that a Business Process Outsourcing (BPO) provider must also be able to invest in its infrastructure, equipment, tools while remaining up to standard in order to convince and recruit the best talent.

Setting up the right strategy

Creating a plan and a strategy for outsourcing: these are the two reflexes to have for a successful outsourcing project on all levels. Companies that have successfully completed their outsourcing project have thought carefully about their needs, have visibility into the coming months and years, figures, etc.

A step-by-step outsourcing process

There is no need to outsource all processes at once. Start by developing a strategy on your measures and your goal by delegating each process and counting on ProContact, to take charge, over time, of your needs in:

• B2B/ B2C Prospecting;
• Remote secretary;
• Customer relations;
• CRM tool and CRM software;
• Satisfaction surveys;
• Human resources;
• Digital outsourcing

Support your outsourced team

Regardless of its mission, your dedicated outsourced team needs to feel that it is included in the proper functioning of your company. To achieve this, it needs to be trained on your processes so that it is clearly informed about its responsibilities as a provider.

Accompany this team so that it is always in tune with your expectations and your brand image.

Have a Plan B

What to do if your service provider fails to meet your expectations? In order to avoid any conflict which consumes time, money and energy, in order to maintain the brand image of your company and to make sure its reputation with your customers is not tarnished, always have an alternative plan that can be implemented quickly and transparently by your provider.

Always analyse the structure of your company

It is not always necessary to delegate all the company’s processes to a service provider. By analysing the structure of your small business, you will be able to target areas, such as customer service or software development, for improvement.

Involve your internal team

A successful outsourcing project must take into account the feelings of each actor in the company, even if it is a small company. This makes it possible to create an atmosphere conducive to collaboration, creativity and innovation.

By involving your internal team in your outsourcing project, they will clearly understand your expectations and ambitions!

Contact us!

Outsourcing is our business! At ProContact, we accompany you, at every step of the way, in the introduction of this solution in your business strategy. We offer you, without any delay, an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without wasting time, money and quality.

ProContact is more than a contact centre. Thanks to trained, qualified, handpicked and multilingual agents, we allow companies that choose us to gain credibility and above all to ensure customer satisfaction, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services or for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.