LITMIR.BIZ

Скачать книгу

it is just a good business strategy to acquire their services, without the need to spend time in hiring qualified individuals, and purchasing extra resources. In short, the business saves more money rather than starting from scratch.

      Indeed, it would be a smart move to conduct researches first and analyze what the specific needs of the business are before making that most important decision. Call center outsourcing

      27

      companies have their own specialization and choosing the best bet will yield more desirable results in the future.

      28

      Outsourcing in China Good or Bad

      Move

      One of the questions being asked in the four corners of the outsourcing world is this Will China rule the future of outsourcing?

      The answer is yet to be determined as there are still a lot of Asian players that are indeed doing well in as far as growth and progress in terms of acquiring outsourcing jobs is concerned. Two of the countries that provide competition to China include India and the Philippines. Without a doubt, these countries have already established their competence and credibility in the world of outsourcing.

      Now, what makes China a potential candidate? First and

      foremost, it has a large labor supply pool like what India has. In addition, companies who have setup Asian headquarters can avail of China s bilingual population. Most people can speak both Japanese and Chinese, particularly in key cities such as Shanghai. Aside from this, people in China are known to be hardworking and very much dedicated in any line of work. They produce quality work just like any other nationality, provided that proper training is given.

      How about China s disadvantage? One is that most Chinese people do not have good English language capabilities. Second is lack of project management expertise, which is very much critical in today business world.

      Salary-wise, this is not much of an issue. Research shows that though programmer costs in China is about 10 to 15% lower compared to India, supervisory staff, project managers and other staff positions is about 25% higher. This simply mean one thing, outsourcing in China is indeed very feasible. But then again, India and the Philippines will still be included in the picture.

      29

      Companies that Outsource: The Reasons

      Behind Outsourcing

      Outsourcing has changed the way global business is conducted.

      Before, outsourcing is just a means to cut operational costs.

      But now, companies need to have more reasons than cutting costs to meet the additional demands of the companies. . Companies that outsource have various reasons why they do continue outsourcing.

      Cutting Operational Costs The main reason that companies outsource is to reduce the operational cost. According to studies, this is the primary force behind the initiative to outsource.

      A company that generates quality services or products at a high cost is not welcome news at all. Therefore, good quality at lower cost comes together and the answer is to move part of its operations overseas where cheaper labor is available. Higher Retention Rates Companies that outsourced have higher customer retention rates. If a company gives much importance to combining

      creative programs and motivating talented agents with timely execution, then there are dramatic increases in customer retention.

      The company should be able to impart to there outsourcing agents that customer satisfaction is the key to customer retention. The Ability to be Flexible Outsourcing gives companies the ability to be flexible.

      There are some companies that have peak and non-peak seasons.

      During peak seasons such as Christmas, they need more

      agents to work for them. Having an outsourcing partner can make hiring temporary agents easy for companies. There are several more reasons why companies turn to outsourcing aside from lower costs, higher retention rates and flexibility. Outsourcing is also a chance for companies to diversify because expertise in some areas can be found outside. Outsourcing has been discovered to be good

      30

      management-wise and cost-wise. More and more companies are expected to turn into outsourcing in the future.

      31

      Negative Effects of Outsourcing

      Having to deal with outside parties can also be difficult and unmanageable. As you try to outsource, you need to be cautious of the partner you would be dealing. Your business future is at stake with this partner.

      To outsource is a decision that you must carefully think about. Should you decide to outsource, you should have ready at hand to identify your fundamental principles for discussion to your outsourcer, At the outset, it is necessary that relationship is harmonious and clear to both of what expectations are to be met.

      Unsatisfactory relationship could result to early termination of agreement or contract. One cause of failure in an outsourcing relationship is when the buyer (owner) dictates to supplier (outsourcer) of what the services and performance levels should be.

      The buyer lays down the expectation, the supplier process.

      Another con of outsourcing is the buyer s failure to control the quality of service. The buyer awaits the finished product and hopes that they are of better quality. The buyer loses control of hiring the best-qualified people to perform the job. Outsourcer does have the tendency of hiring less qualified people to perform the job, thus reducing cost at their end.

      As others see the benefits of outsourcing as reducing cost to the company, they fail to realize that productivity is lost as well.

      While you can invest on productivity of improving your product or service, the knowledge and skills, which are your intellectual property, are passed unto others. This allow other countries where outsourced is done to gain more skills and apply them to their other clients, which could also be a competitor of yours now or in the

      32

      future. Give a careful thought about outsourcing and its effect to your business.

      33

      Why Not Outsource your Customer

      Service

      Your customers are one of your most valuable assets in your business. Your customer s satisfaction comes first over and above anything else in the business. They make your business going and grow. A dissatisfied would either stop patronizing your product or send bad feelers to friends and family of the kind of service you provide.

      Customers should be given attention and utmost care in answering to their needs. In a global competitive world, you need to be attentive to your customers needs and wants or you would eventually lose them. You certainly need more help in attending to your customers.

      To solve your problem and focus more on your core business areas, you may think of having your customer service outsource.

      Outsourcing customer service seeks to ease out the problems you are experiencing your business. Through outsourcing your customer service, service providers are expected to handle unresolved complaints and pricing issues. They also provide suggestions as to better offers from competitors, or just simply handle your customer transaction with a personal touch. With these services, you are assured that your customers are receiving an excellent service and their complaints are handled and addressed right away.

      Customer service outsourcing is can be done over the phone or through website. However, most often it is over the phone where customer concerns are received by call centers. The service provider you choose to contract with should have a unified system that will link and record your customer s historical complaints. Cus

      34

      tomers hate to start all over again about their complaints, as if they complaints are not being addressed immediately.

      Give

Скачать книгу