More and more agencies are choosing to reap the benefits of offloading repetitive yet critical back-office tasks through outsourcing. Choosing the right outsourcing partner and the structure of that relationship will mean the difference between success and failure. Having spent nearly a decade helping agencies choose and implement outsourcing solutions, I’d like to share six vital components that will set this important relationship up for long-term success.
Every relationship requires commitment. It carries with it the hope the union will be long-lasting, characterized by mutual trust and fulfillment. The right relationship can be incredibly rewarding when structured appropriately. It can help to motivate your team, maximize the value of experienced and knowledgeable staff and let the entire agency focus on what the people do best – building and retaining business.
But how can agency executives be sure they are picking the right partner? As Patra celebrates its 10-year anniversary, we enjoy many positive, long-term relationships with our clients. If you’re thinking about outsourcing your back office, I hope these words of wisdom will help you ensure your investment pays off in the long run.
- Know your outsourcing goals
- Communicate with your staff
- Look for industry expertise
- Have they worked with agencies of your size before?
- How much of their onshore team is licensed?
- How many of their overseas staff members are CISR- or CIC-accredited?
- Clarify that outsourcing doesn’t have to mean offshoring
- Is English a required subject in the public education system of the overseas location?
- How much interaction will you have with overseas staff?
- Will communication be by phone or e-mail?
- How will the time difference affect communications?
- Know the limits -- and the true costs
- Are there annual minimums?
- Are there rush charges?
- Will you pay more for overnight service?
- Read the cost reports and measure the value for yourself
- Insurance industry expertise
- Onshore client-facing presence
- Flexible program options
- Affordability
- Ease of entry
- Quality consulting staff
- Accreditation and certifications
- Reporting and communications systems
- ROI measurement criteria
- Range of services to meet your needs
- Scalability for growth and fluctuations in quantity of work
- English-trained offshore workforce