Master your outsourcing with our advice!

Outsourcing must be part of the business strategy of the company. Choosing the provider, creating a sustainable and solid partnership, many parameters come into play to include your project in the development of your brand.

Outsourcing, more than a management method

Over time, and especially in the current context, outsourcing has become a strategic approach. Much more than just a management method, this solution requires careful preparation upstream before being implemented.

As a medium-or long-term strategy, outsourcing is the result of a comprehensive and in-depth analysis of the needs and objectives of the company, since it impacts the company on several levels: financial, organizational, social, etc.

Accurately identify business needs and objectives

The company in the process of outsourcing one or more services must, above all, take stock of the reasons that encourage it to consider such a solution: is it a question of continuing to produce efficiently in the current context? Is it to streamline costs by improving the service?

Analyse point-by-point the overall needs and objectives and ask yourself how outsourcing could meet them quickly and efficiently. The final objectives are for the company to continue to grow, to optimize its internal resources, but above all to focus on its core business by acting only on activities with high added value. It is also a question of gaining competitiveness, controlling costs and involving external skills in order to increase the quality of the services offered, so that they become more profitable.

Of course, these goals change from one company to another.

Who should be involved in the creation of an outsourcing project?

The company is a complete ecosystem, composed of many players, as important as each other. In the context of an outsourcing project, it is important, not to say vital, to involve each sector:

• The general directorate;
• Legal team;
• Human Resources;
• Purchasing department;
• Financial management;

The scope of outsourcing

Once the first phase of the outsourcing project is in place, it is time to define the scope of the project and focus on its feasibility. What tasks do you want to delegate to a specialist service provider? Are these recurring tasks? A temporary assignment?

At ProContact, we handle a wide range of services:

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

Based on your expectations, we offer innovative solutions and services:

• Outsourcing Services: prospecting, back office, customer relations, etc.;
• Digital Services: web and digital outsourcing;
• Business Solutions: staff leasing;
• Professional Services: business incorporation, accounting, etc.

But also:

• Impeccable follow-up;
• Powerful marketing tools;
• Attentive listening;
• Relational ease;
• Continuous cost optimisation.

Outsourcing, a project that concerns the whole company!

Have you thought about talking to your employees about your outsourcing project? While it seems natural to share this with shareholders and social actors, human capital is also an essential element of success.

By being transparent, the company gains on several levels: the expression of real needs on the part of the main stakeholders, a greater adherence of internal resources, a better understanding of the outsourcing approach, to name but a few reasons.

The choice of outsourcing provider

Outsourcing is not about “getting rid” of certain tasks that waste time and could bring more money to the company. As a strategy, well mastered and considered, it has the ability to become a sustainable partnership, while allowing the company to gain qualitative commitment and flexibility.

In the context of outsourcing, flexibility must concern both the client company and the provider. Together, each party must be able to create an environment conducive to exchanges and adjustments, knowing that an activity is never frozen. By finding this balance, both the customer and the supplier achieve the ultimate goal: customer satisfaction!

The ideal provider must be able to respond favourably to the natural requirements of any company by:

• providing a service able to meet the requirements of its customer;
• focusing on performance;
• Continuously seeking to improve its quality.

The importance of specifications sheets

Specifications sheets play a major role in the success of an outsourcing project. As mentioned in one article, this is an essential element, which is part of the first step of the outsourcing process. It guarantees a satisfactory result by presenting accurate and complete information. It makes it possible to clearly define the problem to be addressed, to identify the needs, to determine the expected results while establishing the rules of conduct between the client and his provider by answering the following questions:

• Why the implementation of the concerned project?
• Stages of implementation
• The benefits of such a project for the company,
• The disadvantages for the company in not making this project a reality,
• The actors who will ensure the product follow-up.

Good to know:

The client has the right, if necessary, to modify the specifications during the project, even if the client has already accepted the previous version!

As mentioned above, the specification sheet is a contractual document, which makes it possible to remove any ambiguity between the customer and the service provider. Concretely, it will provide a clear guideline and no shadow zone to the prime contractor, so that the prime contractor can, for its part, be sure to deliver a service in accordance to the client’s wishes.

Use of specification sheets internally

The specifications are an effective and comprehensive tool that:

• Allows the company to identify its needs and choose those to be addressed as a priority. It allows to have visibility on future developments
• Allows you to choose the relevant provider who will be able to respond quickly and efficiently to the needs of the company.

Contract and partnership

To proceed smoothly, outsourcing must be the subject of a certain formalisation that takes up the commitments of the company to the provider and vice versa.

This document must accurately describe the terms of transfer, provider rates, the evolution of each delegated point, etc.

Let’s discuss your outsourcing project

ProContact is more than a contact center. Thanks to trained, qualified, handpicked and multilingual agents, we allow companies who choose us to gain credibility and above all to satisfy their customers. To learn more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us at (+33) 1 77 75 04 50.