Imagine being the manager at a clothing store during a major sale event.
It’s a bustling store, and each staff member serves a specific purpose. A cashier handles customer purchases by the counter. Next to her, another staff member takes care of the packaging. Down the back, the inventory specialist keeps track of the stock levels while someone is in the corner attending to customer queries.
Buyers are coming in hot by the second, so there’s no time to waste.
The good news is that you have already prepared and set tasks ahead of time. You prepared all week for this event and regularly talked to your team about each member’s duties and responsibilities.
The night went by smoothly. Customers left happy and satisfied one by one, and the store remained intact and organized.
It’s another successful weekend sale for the store; customers will flock in for the next one.
This scenario exemplifies how good communication is crucial for any team’s success. The customers didn’t witness the team’s communication—it all happened behind the scenes. Nonetheless, it ensured the store ran like a well-oiled machine, benefiting the store and the customers directly.
The manager communicated goals and tasks appropriately. The entire team had a thorough plan and executed it well, with each member performing their functions despite the hectic peak hours.
You need the same level of communication and coordination when managing remote customer support teams, and this blog will help you understand why.
We’ll outline the best practices for communication in outsourcing and discuss the importance and benefits of applying them.
6 Best Practices for Seamless Communication in Outsourcing
Developing a communication scheme with your outsourcing partner is a collaborative process, and we’ve compiled our best practices that you can apply to your outsourcing teams.
1. Set Expectations Early On.
Any collaborative process should start with setting objectives and setting expectations. Ensure you and your outsourcing partner are on the same page regarding your goals. Work out realistic and measurable outcomes based on each other’s practice and experiences, providing a solid foundation for the partnership.
For example, you contact a BPO provider about its need to adopt an omnichannel approach to its customer experience (CX) processes, leading to an introductory meeting where you discuss the project in detail.
This call allows the potential BPO partner to evaluate your project requirements and develop a well-planned strategy.
2. Determine Your Communication Channels.
Good communication happens when both parties in the partnership stay in touch. When deciding which communication channels to use, assign them according to a specific exchange.
For instance, e-mails would be the best communication channel for reports. Messaging and video conferencing platforms, on the other hand, are ideal for quick check-ins or inquiries.
3. Pay Attention to Your Team’s Feedback.
Feedback shapes effective communication at work. By taking into account each other’s feedback, you’ll be able to prevent potential errors and drive more productivity within your outsourcing team.
Feedback systems can include organizing quarterly performance reviews and giving teammates feedback forms.
4. Foster Cultural Sensitivity.
Most outsourcing teams are composed of talent from diverse cultural backgrounds. Respecting diverse cultures encourages a more harmonious work environment and prevents miscommunication among teammates.
Organize team activities that would help teammates build healthy relationships with one another and develop policies that reinforce inclusivity and respect within the workplace.
5. Promote Timely Conflict Resolution.
Resolving conflicts too slowly will do your business no good. Once issues arise, it’s critical to address them professionally and head-on. Being proactive with your conflict resolution measures will ultimately strengthen your working relationship with the team.
6. Monitor Progress Through Performance Metrics.
Establishing relevant Key Performance Indicators (KPIs) for your operations enables you to keep up with the competition. It’s essential to measure your progress according to these data so that you can make improvements on time.
Communication Tools for Outsourced Customer Support Management
There are a lot of communication tools to consider for your outsourcing team. Here are some of the top tools worth looking into:
E-mail is an established communication method because it provides a complete record of exchanges. It makes sending messages or keeping track of old ones easier.
While it’s convenient for teams working in different time zones, e-mail communication isn’t as fast as other communication platforms because people often don’t respond to e-mails in real time.
Skype
Skype is another popular communication tool because it enables users to exchange messages and video conferencing online. However, the features you can use would depend on your subscription plan.
Slack
Slack is another widely used communication platform among businesses that emphasizes team communication. It offers features like team messaging, file sharing, and threads for specific topics, tasks, or clients.
Slack also includes a plug-in system that enables users to integrate third-party software into the platform.
Zoom
Many businesses use this video conferencing platform because it has many features that enhance the call experience. Users can share screens, create meeting rooms, and schedule calls.
Why Communication With Outsourced Teams Is Crucial
Communication with outsourced teams you partner with is critical to your business’s long-term growth. Simply put, communication allows both parties in the partnership to be more aligned. It’s the key to setting your goals, meeting desired targets, and elevating the quality of work.
5 Benefits of a Well-Rounded Communication Framework
Failing to set a flow of communication with outsourcing partners spells challenges for business, including:
- Lack of alignment on project requirements and deliverables
- Miscommunication due to language and cultural barriers
- Limited visibility on necessary updates
Developing a robust communication strategy addresses these challenges, so taking the necessary steps and applying best practices is essential. Here are five key advantages an effective communication process could bring to your business:
1. Establishes Clarity Across the Team
Having a comprehensive work plan minimizes room for error. Establishing timelines, goals, and scope of work with your outsourcing partner ensures smooth operations, especially when dealing with complex tasks.
2. Builds Credibility in the Partnership
Openly communicating about your objectives and desired results ensures that parties can set expectations and stick to the plan. A good communication scheme paves the way for seamless collaboration and increased productivity.
3. Allows Room for Continuous Improvement
Regardless of your industry, one thing is sure: change is constant and often happens almost instantaneously. Communication makes you more adaptable to sudden changes, whether in industry regulations, market demands, or what’s best for your business.
4. Promotes Workplace Efficiency
Any high-performing outsourcing partner would understand the impact of a solid communication process on simplifying work processes. With access to a team of experts dedicated to improving the communication process, making necessary improvements is easier.
5. Ensures Safety and Compliance
Establishing a culture of compliance also involves opening communication channels to identify potential threats and address them accordingly. A good communication framework guarantees that the people behind your operations understand compliance as a shared and constant responsibility.
An Outsourcing Partner You Can Trust
ClearSource has worked closely with business leaders from multiple industries. We have years of experience providing exceptional experience to top businesses in healthcare, financial services, renewable energy, and even e-commerce.
We take our core values to heart. These involve providing the best service to our partners and ensuring their long-term success. We know today’s markets are more volatile than ever, demanding proactive approaches to collaborating with our partners.
Want to learn more about how we can grow your e-commerce or multi-level marketing business? Connect with our team today!
