Communicating With Outsourcing Clients is Vital to Your Working Relationship
Communicating with outsourcing clients – it’s not a “one-and-done” type of deal.
When looking at what’s most important in a working relationship, you might be surprised to find that cost is a little lower on the totem pole than you thought. In order to develop effective outsourcing partnerships, the intangible parts of an outsourced connection — a partner’s reliability, trust, and other ‘non-technical’ qualities – are most important.
Businesses should strengthen themselves to suit customer expectations in a world affected by social media, mobile applications, and automation. After the twenty-first century, outsourcing underwent a significant transformation, with the market value of this industry reaching $88.9 billion in 2015. In 2022 and beyond, this number will continue to rise as it generates a significant amount of revenue for businesses.
Setting Up Communicating with Outsourcing Clients
Typically, the outsourcing partnership begins on a small scale, as a pilot, with some simple project functions being outsourced first. These modest project activities serve as the foundation for a long-term relationship that will lead to greater engagement in more sophisticated and in-depth project activities. At this point, extensive contact between senior management and executive levels of both organizations is required, encompassing:
- Establishing expectations
- Developing a control plan
- Monitoring adherence to the control plan
- Creating a framework for progressive engagement.
Video conferencing meetings are always the preferred method of communication at this point, preferably by an empowered committee comprised of representatives from both companies who would attend a workshop to complete these needs management tasks and produce a detailed control plan.
Best Practices for Communicating with Outsourcing Clients
While it’s important to focus on best practices for creating goals, effectively transferring skills, and implementing performance management, it’s even more crucial to prioritize communication. Your clients – and keeping them in the loop to their satisfaction – should always be the main priority.
Always Prepare in Advance
The vendor’s and client’s communication should begin long before the project commences. The vendor must demonstrate a full grasp of the customer’s commitment as well as the capacity to respond swiftly and effectively to any questions or concerns the client may have.
Both the vendor and the client should always have enough time to consider key decisions. Poor communication is often reflected in last-minute decisions. Throughout the engagement, a communication model must be in place that allows for unrestricted discussion of any aspect of the project.
Clearly Outline Responsibilities on Both Sides
Understanding that both clients and vendors share equal obligations is critical to fulfilling goals and meeting deadlines on time. It is the vendor’s job to assign resources to engage with clients, deliver products, and receive inputs, among other things.
Clients are responsible for determining who will provide feedback to vendors and assist in project tracking.
Look for Opportunities for Constant Improvement
The client will definitely have a broad understanding of their field. That, however, does not imply omniscience. From an outsourcing viewpoint, the vendor may be able to make helpful suggestions.
In these situations, the client needs to have sufficient faith in the vendor to absorb their comments and follow any recommendations. This will foster mutual understanding and fair and equal participation in the discussion. This also provides a forum for debate on how any major problems and performance issues might be addressed more effectively. Building a good rapport and keeping the lines of communication open at all times are the only ways to gain trust.
Remove Unnecessary Barriers
Time zones and cultural differences can sometimes cause issues between clients and vendors. These tiny setbacks can be compensated for with a little extra effort, and they can get back on track. To do this, any vendor-supplied preparatory materials should be evaluated as soon as possible. This not only evens out the discrepancies but also improves the team’s accuracy.
How We Communicate with Our Outsourcing Clients
At Noon Dalton, we understand that good communication affects both the cost-cutting and revenue-growth sides of the profit equation. Because of that, we need to know what kind of assistance the clients require, and they need to know that we understand their instructions and will provide them with high-quality assistance in order to achieve their deadlines.
It’s critical for us and our clients to feel like we’re accessible. We’re always willing and available to accommodate them, whether they prefer to pick up the phone, send us an email, talk face-to-face through video conference, or even have us come to their location.
Here’s we make sure we’re communicating effectively with our clients:
Instead of passively ‘hearing’ the speaker, active listening involves full attention on what is being said. It literally entails listening with all of one’s senses. We strive to completely comprehend your requirements and reply to the assignment in a timely manner.
People Before Professionalism
People prefer to work with vendors who are kind and friendly. Whether you’re speaking in person, on the phone, by email, or via video call, be yourself while remaining professional. The goal is to make your client feel at ease.
Ask Detailed Questions and Get Thorough Answers
Our goal is to deliver practical solutions that respond to our clients’ evolving demands and needs. We’re looking for clarification so that we can give them our complete attention.
Walk a Mile in Their Shoes
Think about it. What would give you the assurance that someone was looking after your needs and keeping your deadline in mind? Would sending an extra email or making a phone call be beneficial? If that’s the case, we’ll take care of it.
Be Where They Are
When communicating with outsourcing clients, it’s important to operate within their comfort zone. In the Age of Immediacy, you need to make sure that you utilize the communication platforms they are most comfortable with. Live chat, mobile phones, email, and social media are all important.
The outsourcing business world operates remotely, across multiple locations, cultural contexts, and technological platforms. As a result, we take a proactive approach to communication. With each new client we welcome onboard, we bring efficiency and results to the table.
See our professional BPO services here, including:
- Sales Support
- Customer Support
- Recruitment Process Outsourcing
- Accounting & Bookkeeping
- Data Processing
- Insurance Processing
See our BPO case studies to see how we’ve helped businesses to grow.