Outsourcing: how to do it properly in 2022

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How to outsource properly this year, when the world is gradually recovering from the pandemic, when some economies are showing unexpected growth (France, USA), when remote work has naturally found its place in companies? Let’s add to this the pressing need for digitalisation; the rapid evolution of technology. It’s time to make your business processes efficient. Outsourcing is one of these solutions that are easy to set up, but also, and most importantly, allows you to save time and money. Let’s take advantage of the beginning of the year to put everything into perspective.

What exactly is outsourcing?

Investopedia defines outsourcing as follows: “Outsourcing is a business practice that involves hiring a party outside a company to provide services or create goods that were traditionally provided internally by the company’s employees and staff. Outsourcing is a practice generally adopted by companies to reduce costs. As such, it can affect a wide range of jobs, from customer support to manufacturing or the back office.

Outsourcing was first recognised as a business strategy in 1989 and became an integral part of the business economy in the 1990s. The practice of outsourcing is the subject of considerable controversy in many countries. Opponents say it has led to the loss of domestic jobs, especially in the manufacturing sector. Proponents argue that it incentivises companies and corporations to allocate resources where they are most effective, and that outsourcing helps to maintain the nature of free market economies on a global scale”.

ProContact is one of these providers recognised for the quality of their outsourcing service. Our range of offers is wide enough to allow companies to outsource all tasks that are essential but are recognised to be time-consuming:

  • Telephone reception
  • Remote secretary services
  • Researches, studies, satisfaction surveys
  • Remote marketing and remote prospecting (making appointments, prospecting …)
  • File qualification
  • Database management and enrichment
  • Customer loyalty
  • Technical assistance (hotline, webhelp, technical assistance)
  • After-sales service, customer service
  • B2B/ B2C Prospecting;
  • Remote secretary services;
  • Customer relations;
  • CRM tool and CRM software;
  • Satisfaction surveys;
  • Human resources;

With regard to our human resources, here again we rely on an unprecedented quality:

  • A highly qualified and positive team able to ensure a tailor-made follow-up of each operation;
  • A demanding recruitment;
  • A dense and continuous training on incoming calls, outgoing calls, marketing, webmarketing etc;
  • A motivating and human managerial management, supervisors who listen to employees and listen to you;
  • An independent quality department with a single goal: customer satisfaction

How to choose « the » provider who will become your partner?

Several criteria come into play when choosing your outsourcing provider. He must:

  • Be an expert in the field;
  • Have a solid reputation;
  • Present a clear budget, without hidden costs;
  • Guarantee the protection of your data and those of your customers;
  • He knows how to be flexible.

The advantages of outsourcing in the current context

Each company has its own reasons for deciding to outsource. Each contract has its own advantages defining specific needs and objectives:

  • Outsourcing is a way to break free from market competition by hiring a service provider, but above all a partner, with the expertise and capabilities necessary to quickly commercialise innovations;
  • The intervention of an experienced service provider encourages companies to quickly enter new markets;
  • By no longer having to invest non-critical services funds, companies can grow with a reduced financial burden and, as a result, respond opportunistically to new markets
  • Finally, outsourcing allows companies to focus on key skills and create skills that directly add value to customers.

Let’s add to that:

  • Significant time and cost savings;
  • A quality service;
  • A better focus on your core business ;
  • Immediate access to state-of-the-art services and technology;
  • Flexible management of your resources;
  • New opportunities in various fields.

Outsource efficiently!

Outsourcing is something that needs to be prepared and this preparation has several stages, which implemented diligently, allows the company to pass this milestone quickly and with serenity:

  • A constant involvement of the management team or the board of directors in decision-making;
  • A good overall communication among both management and employees about the benefits of outsourcing (achievement of the company’s vision and objectives, increased productivity at a reduced cost, etc.);
  • An involvement of all employees through appropriate documentation, but also an increase in the levels of responsibility;
  • A clear definition of your long-term business and financial objectives for personalised outsourcing;
  • The search for a quality service provider by taking the time to properly compare the different companies solicited;
  • Taking into account costs, one of the main advantages of outsourcing is their reduction. However, in reality, the actual savings very rarely correspond to the estimated ones. Anyway, by finding the right provider, after a few months of partnership, you will see a positive development in the company’s finances.

Contact us!

Outsourcing is our business! At ProContact, we closely accompany you in the inclusion of this solution in your business strategy. We offer you without delay an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without wasting time, money and quality.

ProContact is more than a contact centre. Thanks to trained, qualified, handpicked and multilingual agents, we allow companies that choose us to gain credibility and above all to satisfy their customers regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out 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.

Daily business management: think about outsourcing!

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If your company has to manage essential but time-consuming tasks in addition to its main business, ProContact offers to take care of them. Our permanent and flexible structure allows us to provide you with a wide range of services that have been designed so that you can carry out your B2B and B2C strategies efficiently.

With outsourcing, the recruitment of trained agents will save you time and costs, while sparing your teams the stress that some recurring but unavoidable actions can cause.

You will finally be able to focus on your core business and above all, use your human capital to its full potential, without parasitic tasks that can cause their concentration and motivation to waver.

How can outsourcing facilitate your business processes?

By taking the time to analyse the tasks performed internally, you will be able to determine which ones can be outsourced. For example, everything related to the financial aspect of your business should be handled internally.

In this sense, our offers, for example that of remote secretary, allow you to delegate the following tasks:

  • Calendar management;
  • Appointment confirmation;
  • Mailings;

What tasks can be outsourced?

As your business develops, you will have less and less time to take on certain specific tasks. Here is a list of actions that can be taken care of easily and quickly by ProContact:

  • Maintaining the customer database;
  • Commercial inquiries;
  • Tracking and relaunching of leads;
  • Social media strategy and management;
  • Calendar and email management;
  • Web Marketing;
  • Prospecting;
  • Loyalty;
  • Commercial and administrative management;

Maintaining your customer database

The customer database is undoubtedly the cornerstone of an excellent customer experience! To this end, your customer database should allow your company to manage its customer relations. Each piece of information must be up-to-date and accurate. The maintenance of this base can be taken over by a person external to the company.

For successful outsourcing of this task, first establish a framework for the management of the data in question. Write down 3-5 best practices and create a training document in which you describe how the data should be ordered and structured, indicating the most important information.

Commercial inquiries

Our agents are trained to respond to prospects who want to get information about your products and services. Thanks to the information you provide about the products and services in question, our agents will save you time in prequalifying prospects, allowing you time to focus on other core aspects of your business.

Also note that your remote secretary is a representative of your company, its values, so, by providing relevant answers to prospects, he/she will participate in building your brand image!

Tracking and relaunching of prospects

As the influx of prospects increases, the remote secretary can become an effective management tool. Your virtual assistant can track leads from the company’s database and make your approach more effective and proactive, allowing the company to appear more responsive to the needs of your customers.

Social media strategy and management

Social media management is an everyday job. It requires skills and compliance with constantly evolving standards, things that we master at ProContact’s Digital Department. Hiring an outsourced agent allows your company to be constantly present on social media.

For a successful outsourcing of these tasks, share your social media goals and provide all the necessary information for a successful mission.

Web agencies, e-commerce sites, digital marketers, start-ups, companies in digital transition, our offer is complete, personalised and on demand: pool your resources, organise your teams, plan your campaigns … and take advantage of our call centre to take care of your customer relationship service.

Calendar and email management

Remote secretary is a highly demanded outsourcing offer. Establish the parameters of your appointments and communications before outsourcing these tasks.

Contact us!

In a context of globalisation, post-pandemic, where every decision counts and where the loss of time can quickly become problematic, ProContact offers optimised solutions accompanied by innovative services that are customised according to the expectations of your company:

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

By delegating the management of certain daily tasks of your company to ProContact, you also entrust us with your image. ProContact, as an experienced company, offers you quality and productivity at an optimised cost.

Adaptation and proactivity are the drivers that allow us to respond efficiently to customer needs for better loyalty, in compliance with the objectives set together and in order to reach and convert prospects with high potentials.

Outsourcing is our business! At ProContact, we closely accompany you in the inclusion of this solution in your business strategy. We offer you, without delay, an unprecedented reinvention of your way of working thanks to the arrival of resources located elsewhere, without wasting time, money and quality.

ProContact is more than a contact centre. Thanks to trained, qualified, handpicked, multilingual agents, we allow companies that choose us to gain credibility and above all to satisfy their customers regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of a business. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.

The 8 most common challenges in an outsourcing project and how to overcome them

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It is now very easy to outsource one or more tasks, nevertheless, it may happen that the company faces certain challenges. Here are easy solutions to implement so that the experience turns into a long-term partnership.

Why do modern companies choose outsourcing?

Once associated with offshoring, outsourcing has gained momentum. Now an integral part of the company’s business strategy, it allows it to increase its profitability, access a larger pool of workers, but also to gain efficiency, since the firm can finally focus on its core business and its main objectives.

Outsourcing is now a tool that can be used by all companies, from SMEs to large international firms. According to Statista, in 2019, the global outsourced services market was worth $92.5 billion.

Even so, the implementation of outsourcing can be messed up with some challenges that are perfectly avoidable. Here’s how:

The company’s lack of experience in outsourcing

Not all companies are naturally familiar with best practices, common concepts, workflow, etc involved in the outsourcing process. The company that has never had to pass on its vision to a third-party company that it is not acquainted with can complicate the task.

Always choose an experienced provider

An experienced service provider is always ready to support his clients throughout its outsourcing process. He accompanies them in defining their needs, calmly going through the discovery phase and building the best teams to achieve the expected results.

At ProContact, we have the experience you need, with several years of presence on the market and in the region. ProContact is an established name in the outsourcing sector! Our approach:

  • A highly qualified and positive team able to ensure a customised follow-up of each operation;
  • A demanding recruitment process;
  • A dense and continuous training on incoming calls, outgoing calls, marketing, webmarketing;
  • A motivating and human managerial management, supervisors who listen to employees and listen to you;
  • An independent quality department with a single goal: customer satisfaction

The lack of expertise on the outsourced task

Companies often outsource tasks with low added value, but there is not enough talk about those who turn to outsourcing due to a lack of expertise on a particular task. By entrusting this task to outsourcing, the company is also not able to correctly assess the results of the work done.

Train your resources to fill the knowledge gap

If the company intends to outsource a task due to a lack of in-house skills, it can fill this gap by setting clear performance standards. This task can be entrusted to an in-house person, who can also take care of monitoring the work performed by the provider. If here too, the lack of human resources does not allow you to allocate a person to supervise the operation, at ProContact, our experience guarantees a constant workflow and concrete results.

An incorrect cost estimate

It is true that outsourcing makes it possible to streamline costs, nevertheless, the condition is that the company take the time to organise its outsourcing project. The calculation of a fairly accurate estimate of costs is carried out by establishing precise requirements, deadlines, resources, etc.

Establish clear requirements for the project

It may be difficult for the company to set exact requirements, nevertheless, it is quite relevant to take up the services of a specialised company to perform this task. Bilateral communication is essential so that each party understands the limits of the budget.

The choice of a credible and effective service provider

It is difficult to find a service provider that is large enough to adapt to the needs of its customers or that is small enough to offer a personalised approach at competitive prices.

Finding the right balance between the two types of providers

Take stock of the size of your company: its payroll, its growth potential, its revenues, its brand awareness, etc. If you are in your early stages, you should preferably turn to a service provider with a human dimension, able to adapt to your budget. Paradoxical as it may seem, do not opt for the cheapest provider, which risks having to deal with hidden costs and other unpleasant surprises.

The lack of cultural openness

Not all companies have the geographical reach to collaborate with other cultures. With diversity, innovation and long-term financial results involved, the beginnings can be destabilizing, or even, create errors and misunderstandings.

Find a service provider equipped to answer this problem

ProContact is more than a contact centre. Thanks to trained, qualified, handpicked, multilingual agents, we allow companies that choose us to gain credibility and above all to satisfy their customers regardless of the situation and in complete transparency.

Contractual and legal processes

While the standardisation of processes is making its way in the outsourcing sector, we are not yet fully there. From one country to another, the formalities can be different and it can sometimes generate serious legal misunderstandings.

Show the utmost clarity and alertness

Your service provider will have to sign a confidentiality agreement with your company. Exchange as many times as necessary about the stages of the process, risks and safety. The contract must contain clauses relating to remuneration, working conditions, the responsibilities of the provider, information about the property and other relevant elements.

Knowledge transfer

Any wrong transfer of knowledge can lead to a malfunction in the partnership. Successful outsourcing requires clear documentation and transparent knowledge transfer procedures.

Create and always have at hand a clear and complete documentation

The knowledge transfer plan should be as detailed as possible, with the functionality, technology and logic of the code. This document should allow the provider to get into action quickly. Let’s add to this face-to-face or remote meetings and your human resources involved in the outsourcing project.

Communication problems

Communication is the key to successful outsourcing. Due to cultural differences, it is quite possible that communication is practically, or completely, non-existent.

Continuous communication

Calls, teams, video, meetings… today there are a plethora of methods for exchanging information 7/7 and 24/24.

How to motivate your employees to work with outsourced agents?

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It can be difficult for a company’s employees to get used to the idea of collaborating with agents from an outsourcing company. Indeed, the news can be destabilising, especially when it generates the fear of job loss. If used well, outsourcing is a solution, a modern tool for the company. To ensure that it can reap all the benefits, it must be handled fluidly to reassure internal teams.

What does the labour law say about dismissal on economic grounds?

It is a good idea to remind employees of French companies that “A dismissal for economic reasons must result either from the abolition or transformation of the employee’s employment, or from the modification, that is not accepted by the employee, of an essential element of his employment contract. That is, economic difficulties, necessary reorganisation to preserve competitiveness, the introduction of new technologies or the termination of the enterprise’s activity constitute an economic cause of dismissal only if they lead to the termination of the employee’s employment or the modification of his employment contract”. (Texts: C. trav., S. L. 1222-6; C. trav., Art. L. 1233-3; Ord. No. 2017-1385, 22 Sept. 2017, OJ 23 Sep.).

Two theories about job cuts

The post and its corresponding tasks disappear: In case of cessation of activity of the enterprise, all jobs are eliminated. Similarly, in the event of a partial cessation of activity or outsourcing of one of the company’s activities (without the conditions for applying Article L. 1224-1 of the Labour Code being met), the corresponding tasks and jobs disappear. A job position and the corresponding tasks can also disappear without there being a total or partial cessation of activity of the company. This is the case, for example, when the employer decides to review the workforce to match the decline in activity of the enterprise.

Example: a sales department is oversized in view of its declining activity for several years. The employer decides to remove certain positions from this service.

When the company decides to close one of its establishments and to transfer its activity and the corresponding jobs to another establishment or to relocate its activity to another country, are there any job losses or a simple change in the place of performance of the work entailing a change in the employment contract? According to the Court of Cassation, the reality of job loss must be assessed at company level: the relocation of the activity from one establishment to another company of the group established abroad entails the elimination of jobs from this establishment (Cass. soc., 5 Apr. 1995, No. 93-42.690). On the other hand, the transfer of the activity from one establishment and the corresponding jobs to another establishment of the company does not entail the abolition of these jobs.

The position disappears, but the corresponding tasks are still there. – There is also the deletion of a job post when a position is eliminated and the corresponding tasks are either taken over by a volunteer employee (most often, a member of the employer’s family: Cass. soc., 20 Jan. 1998, No. 94-45.094), or distributed among several employees already present in the company (Cass. soc., June 2, 1993, No. 90-44.956), or entrusted to a single other employee who was already working at the enterprise, in addition to his initial duties (Cass. soc., July 21. 1994, No. 92-44.870).

IMPORTANT NOTE: in both cases, a job loss does not necessarily mean a decrease in the company’s workforce. Indeed, the abolition of certain jobs may be accompanied by the creation of new jobs which entails different tasks. The reclassification of employees whose posts have been abolished should be considered in these new jobs, provided that they have the appropriate qualifications. (see No. 170-25).

(Source: 170-15 Quelles conséquences la cause économique de licenciement doit-elle avoir sur l’emploi ? – liaisons-sociales.fr)

Outsourcing is not synonymous with offshoring

It is essential to make and understand the difference between outsourcing and offshoring.

  • In the case of outsourcing, the company simply transfers certain business operations to third parties.
  • In the case of offshoring, the company transfers its activities to any other country where the cost of managing these activities is lower than that of the country of origin.

How is outsourcing likely to affect an employee’s motivation?

While it is highly unlikely that outsourcing will take over the tasks and responsibilities of an employee internally, it can create a feeling of frustration, and therefore destroy his motivation, loyalty and satisfaction with the company employing him. This phenomenon is often noticeable at the level of basic job positions, but also among those located higher in the organisational chart. Let’s add to this that the Covid-19 pandemic and the health crisis are not fixing the situation.

As a result, when outsourcing is mentioned, companies must prepare for a wave of resignation, unless they take the problem seriously.

How to prepare internal teams for outsourcing?

To be successful, outsourcing must have a strong following within the company. A prepared meeting, with clear words and numbers can help the company convince its human resources of the relevance of such a choice. Here are 3 important points to implement:

The benefits of outsourcing for employees:

  • Outsourcing has built its reputation on its ability to reduce the workload of internal teams;
  • It makes it possible to better distribute the work between each resource;
  • It helps to drastically reduce the stress level;
  • It offers a better work-life balance.

Team introductions

After the first step, introduce the internal teams to the outsourced agents and explain clearly that these agents will take over, for example:

  • Telephone reception
  • Remote secretary services
  • Studies, research, satisfaction surveys
  • Remote marketing and prospecting (making appointments, prospecting …)
  • File classification
  • Database management and enrichment
  • Customer loyalty
  • Technical assistance (hotline, webhelp, technical support)
  • After-sales service, customer service
  • B2B/ B2C Prospecting
  • Customer relations
  • CRM tool and CRM software
  • Satisfaction surveys
  • Human resources
  • Digital outsourcing

These are the offers set up by ProContact.

Once the outsourcing process is up and running:

Set calendar meetings according to which your internal and outsourced teams can exchange regularly.

Organise a hybrid Zoom meeting with internal and outsourced teams in one room.

Contact us!

Outsourcing is our business! At ProContact, we closely accompany you in the inclusion of this solution in your business strategy. We offer you without delay an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without wasting time and money and without compromising on quality.

ProContact is more than a contact center. Thanks to trained, qualified, handpicked and multilingual agents, we allow companies that choose us to gain credibility and above all to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services or for a quality partnership, click on our contact form, send us an e-mail or call us at (+33) 1 77 75 04 50.

How to explain the success of outsourcing in the post-pandemic era?

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The COVID-19 pandemic has left its mark on the outsourcing world, which must not only adapt to technological developments, but also respond to new demands and expectations. How does outsourcing manage to continue to develop in such a context?

More and more companies are delegating to gain efficiency

Another effect of the COVID-19 pandemic is that more and more companies are focusing on their core business by streamlining their activities in order to gain positioning, innovate, expand, all the while minimising risks, but above all by reducing costs.

Outsourcing has therefore become a strategy that companies are now happy to turn to, in order to refocus on their core business while offering increased quality. Let’s add to this that they have realised that outsourcing is easy to set up, especially since it can grant them more freedom and flexibility, which was hitherto impossible to achieve.

ProContact, the picture of competitiveness

Faced with the increase in outsourcing needs, it is imperative for the sector to increase its competitive rate. This is a good thing, since this phenomenon allows us, at ProContact, to innovate and to explore all possibilities in order to propose new offers designed to meet the changing demands of our current and future customers.

At ProContact, we offer a wide range of services, to be adopted according to the needs of your company and your evolution plans:

  • Telephone reception
  • Remote secretary services
  • Research, studies, satisfaction surveys
  • Remote marketing and prospecting (making appointments, prospecting …)
  • File qualification
  • Database management and enrichment
  • Customer loyalty
  • Technical support (hotline, webhelp, technical support)
  • After-sales service (after-sales service), customer service
  • B2B/ B2C prospecting;
  • Customer relations;
  • CRM tool and CRM software;
  • Satisfaction surveys;
  • Human resources;
  • Digital outsourcing.

Massive digitalisation: another consequence of the Covid-19 pandemic

Among the previously unthinkable consequences that can be attributed to the Covid-19 pandemic, there is the massive digitalisation of companies. Indeed, the successive lockdowns put in place by the various governments have pushed companies to set up remote working.

Of course, this practice has allowed employees to continue working safely from home, but most importantly, it has made it possible to break down the geographical barriers that companies have faced so far.

Thus, we can say that the term « globalisation » is now taking on its full meaning, with the possibility of meeting remotely, via the touch of a simple button…

The time has come to evolve with the times!

We now know that the outsourcing sector has evolved rapidly and is becoming more and more competitive. Let’s add to this that now, it does not hesitate to diversify his offers, as we do at ProContact with our Digital Service. It is aimed at web agencies, e-commerce sites, digital marketers, start-ups, pure players, etc., with digital needs:

  • Website maintenance/ redesign;
  • E-commerce or social media management;
  • File processing;
  • Design & graphics;
  • Content creation.

Our goal is to constantly improve and progress; to strengthen our services through innovation.

What does the modern company gain by choosing outsourcing?

Legitimate question: why choose ProContact to outsource? Here are our answers.

Save time: How much time do you and your employees have? With the economic recovery slowly but surely taking shape, your time is going to become a scarce commodity that must be used in the most sensible way. Outsourcing allows for a more agile and efficient distribution of everyone’s time while professional and trained agents take over time-consuming and low-value-added tasks.

Keep growing: no company can reasonably remain at the same position as when it was created. Outsourcing encourages growth thanks to its reduced costs, which allow the company to continue to develop, and therefore, to grow.

No in-house expertise: by choosing ProContact for your outsourcing project, you will delegate your low-added-value tasks to experienced and permanently trained people. The result is definitive: these tasks are performed with the utmost professionalism, but also by leveraging skills that may not be present internally.

What tasks can you outsource?

What tasks are essential for the smooth running of the company, while being very time-consuming? Payroll, recruitment, social networks, remote secretary, application maintenance… just consult the list of offers offered by ProContact to understand that our range is wide enough to assist you in a concrete way.

Let’s add to this a multilingual team of qualified, versatile and expert actors, dedicated entirely to customer satisfaction; yours of course, but also that of your customers.

Indeed, our outsourcing platform offers the same quality of service as in inshore thanks to our three production sites. Moreover, our mastery of technological resources both in terms of CRM software and office equipment as well as the control of production costs, allow us to offer remote services with a very competitive price/ quality ratio.

Contact us!

Outsourcing is our business! At ProContact, we closely accompany you in the inclusion of this solution in your business strategy. We offer, without delay, an unprecedented adaptation of your way of working thanks to the availability of resources located elsewhere, without wasting time, money and quality.

ProContact is more than a contact centre. Thanks to trained, qualified, handpicked and multilingual agents, we allow companies that choose us to gain credibility and above all to satisfy their customers regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.

How to think strategically about outsourcing?

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(Source of this article: https://www.imeche.org/news/news-article/how-a-strategic-approach-to-outsourcing-can-build-process-resilience)

Outsourcing is no longer just a way to reduce non-essential costs for the company. Today, the real challenge of outsourcing is for it be used as a tool capable of creating strategic value, transforming the company and even fundamentally changing the dynamics of the sector. The key is to forget what you think you know about outsourcing.

Outsourcing has changed its face in recent years

Once considered a simple cost-cutting technique by offshoring low-value-added functions, such as payroll and IT, outsourcing had no brilliance. It was never considered a strategic or revolutionary movement within the company. In the early 90s, the perception of this practice began to change, as companies began to outsource more strategically important functions, such as manufacturing and logistics, product design and other innovation-related activities. Suddenly, outsourcing has turned into an essential management tool.

Nevertheless, companies had to deal with an unattractive, or even very discouraging, flip side of the coin. In theory, it was pretty simple to set up, but outsourcing was actually much more complex to put in place. Another serious issue, it often struggled to keep its promises. Therefore, companies do not outsource the right processes, choose this solution for the wrong reasons and do not benefit from sufficiently qualitative support to achieve concrete results.

However, outsourcing is currently one of the best strategies to implement. Its status as a solid and reliable tool has not changed and to take full advantage of it, it is imperative for companies to shed the image they have of it.

By choosing outsourcing, the company finally gives its managers the necessary time and latitudes so that they can finally focus on more strategic tasks with higher added value.

It also needs to build and maintain a longer-term vision and innovate by implementing measures that have results at the enterprise level, such as a better return on investment or a better return for shareholders, as explained by Jane Linder, research associate and associate director of the Institute for Strategic Change at Accenture in Cambridge, Massachusetts. She adds that “In general, this means that outsourcing must be focused on external results – for example, repositioning itself on the market or changing its value proposition to customers, rather than using outsourcing to save 5% on the cost of an internal administrative process”.

In other words, outsourcing, when entrusted to a company that truly knows its business, is transparent in all aspects, is capable of generating strategic value and it is well used, it can transform companies and fundamentally change the dynamics of the sector.

Outsourcing is no longer synonymous with offshoring, but a major step forward for the company and the teams that participate in its development every day.

Reduce costs and add value

When used appropriately, outsourcing continues to go beyond the background functions and embellish the strategic services of the company. To achieve such a result, the company should not turn to a provider offering the lowest prices, but to suppliers that have proven themselves. At ProContact, we offer a wide range of services, to be adopted according to the needs of your company and your human capital:

  • Telephone reception
  • Remote secretary services
  • Surveys, researches, satisfaction surveys
  • Remote marketing and teleprospecting (making appointments, prospecting …)
  • File classification
  • Database management and enrichment
  • Customer loyalty
  • Technical support (hotline, webhelp, technical support)
  • After-sales service (after-sales service), customer service
  • B2B/ B2C Prospecting
  • Remote secretary
  • Customer relations
  • CRM tool and CRM software
  • Satisfaction surveys
  • Human resources
  • Digital outsourcing

Outsourcing is a catalyst for change

“Companies are not very good at change”, says Jane Linder. “Whether it’s changing their business model, implementing innovations or reengineering, it’s hard work and people don’t get everything they expect”.

However, some forward-thinking leaders are beginning to understand that outsourcing is a change management tool capable of leading to a major transformation at the company level: competitive positioning, increasing market share or share price. According to Jane Linder: “Companies have tended to use mergers and acquisitions to get into new industries and change the boundaries of what they were doing. This is a very blunt instrument and difficult to use correctly. With outsourcing, you get a finer tip on your pencil”.

This is called transformational outsourcing, which is capable of going outside to look for the missing piece essential to the company, relying on the expertise of a partner who can be operational from the start. Often faster and more efficient than major internal changes, such as acquisitions or large movements, outsourcing can become a precise and reliable instrument.

Contact us!

Outsourcing is our business! At ProContact, we closely accompany you in the inclusion of this solution in your business strategy. We offer you, without delay, an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without wasting time, money and quality.

ProContact is more than a contact centre. Thanks to trained, qualified, handpicked and multilingual agents, we allow companies that choose us to gain credibility and above all to satisfy their customers regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services or for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.

How to develop your start-up through outsourcing?

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Outsourcing is one of the practices adopted for a long time already by many start-ups. They understood that this solution was particularly suitable for their development. Today, in this economic and pandemic context that we are experiencing, if you have such a structure, it is time to give up your fears to save time, skills and money, all thanks to outsourcing.

Numbers that make you think

In his article “Over 1,000 UK start-ups collapse amid coronavirus”, the website sifted.eu tells us that “According to new data from Plexal and Beauhurst, the number of start-ups that filed for bankruptcy reached its highest level in 10 years in September (ed. note 2020), while the impact of the coronavirus is wreaking havoc on new businesses.

More than 1,000 companies have filed for bankruptcy, liquidation or dissolution since the UK lockdown began in March. In September, 273 companies filed for administration, an increase of 181% compared to August.

According to the report’s analysts, these data highlight the delayed impact of the coronavirus pandemic on the economy, as government support programs artificially delayed the problems until September”.

Outsourcing helps to stimulate the growth of the startup

However, the current economic context should not make any start-up lose sight of its objective: to grow! Thanks to outsourcing, this goal becomes much easier to achieve, provided, of course, that you find a trusted provider who truly knows his job. This is the asset that the start-up needs to optimise deadlines and deploy faster in new regions, while focusing on its core business.

At ProContact, we have understood that the simplest and most time-consuming tasks in appearance actively participate in the proper functioning of any start-up. In order for it to continue to develop, grow and gain position, it must be able to count on trained and professional people who are available to take care of them. Here is a range of services to adopt according to the needs of your startup:

  • Telephone reception
  • Remote secretary
  • Surveys, research, satisfaction surveys
  • Remote marketing and teleprospecting (making appointments, prospecting …)
  • File classification
  • Database management and enrichment
  • Customer loyalty
  • Technical support (hotline, webhelp, technical support)
  • After-sales service and customer service
  • B2B/ B2C Prospecting;
  • Remote secretary;
  • Customer relations;
  • CRM tool and CRM software;
  • Satisfaction surveys;
  • Human resources;
  • Digital outsourcing.

When is the right time to outsource when you are a startup?

Wikipedia defines a startup as follows: “A startup or “young firm” is a newly created innovative company, usually looking for large investment funds, with a very high potential for economic growth and financial speculation on its future value”.

In front of the “youth” highlighted by this definition, we can legitimately ask ourselves if a start-up really needs to outsource and when to proceed? It is essential to take stock, because each structure has its own life-line.

As outsourcing specialists, we advise you to do this when the flow of activity has become too sustained for the start-up’s human resources, preventing it from managing the company’s expansion, its performance and at the same time as customer satisfaction.

ProContact provides startups with a multilingual team of qualified, versatile and expert remote actors that are fully dedicated to your satisfaction, but also, and above all, to the satisfaction of your customers. Our outsourcing platform offers you the same quality of service as in inshore thanks to our three production sites. Our mastery of technological resources both in terms of CRM software and office equipment as well as the control of production costs, allow us to offer remote services with a very competitive price/quality ratio. Our teams are ready to take on new challenges for you, both in the fields of remote marketing, remote prospecting, incoming call management, but also to handle outsourced tasks (HR, remote secretary etc.).

Finally, we offer you a partnership, based on respect and sharing the same values.

Ask yourself the right questions!

To live and continue to grow, the start-up often has to make complex choices, set priorities and ask itself the right questions, if it choose outsourcing:

What tasks are essential for its operation and cannot be outsourced? These tasks must therefore remain in-house. Nevertheless, internalisation is not the solution in itself, for example, for actions that require scarce skills or significant expenses, such as digital marketing, web development and customer services.

How can I reduce my costs without losing quality? It should be borne in mind that outsourcing is not always the best solution to reduce costs, because as a start-up, you need to continue investing in the formation of your human capital, recruitment and development. However, when calculating the return on investment from outsourcing, do not forget to take into account the expected level of service, the cost of internal management (including recruitment, training and development) and the criticality of the service for your operation.

Is outsourcing the best solution to save time and achieve faster operational results? It has been repeatedly proven that outsourcing can help a company accelerate its expansion and allow it to focus on more strategic goals. To achieve such results, start-ups that have chosen outsourcing have worked hand in hand with their provider!

Contact us!

Outsourcing has become a tangible and concrete business strategy for the development of any start-up. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.

Outsourcing, a symbiotic partnership

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When it comes to outsourcing, it is essential to find more than one provider. Indeed, the first objective for a successful outsourcing project is to find and connect with a symbiotic partner who is aware of the impact it has on the customer’s value.

We are going through a favourable period for companies that are able to step out of their comfort zone in order to fully take advantage of current economic developments. Technology, organisational development, human capital… all the key elements are at the maximum of their potential to increase productivity and allow value creation.

More than ever, companies need to adapt and be agile, especially since there are few sectors where the organisation needs to be completely vertical in their functional areas. In the current competitive environment, the company must have all the tools it needs to concentrate its energy, and that coming from outside, and its resources towards its core business.

Business process outsourcing is the solution

Once mocked at, outsourcing of business processes has fully revealed itself to be finally recognised as a precise tool for companies looking for a strategic advantage and eager to increase their overall value.

If outsourcing was previously associated with job loss and knowledge leakage, today its importance and effectiveness are recognized.

To be able to innovate and evolve, the company must constantly work to understand its consumer base in order to link clients with its offers from a strong position. If the processes are in place, they can be even more efficient if the non-essential functions are outsourced to trusted providers who recognized for their understanding of ethics and the company’s value proposition.

ProContact is one of the leading providers in the region. Acting as business partners, we strive to clearly understand the impact of our service on the value chain of each customer, and therefore, the customers of the latter. This way of thinking makes it possible to create agility in our customers, optimising their ability to evolve, to grow, thanks to greater adaptability.

Outsourcing through ProContact is a way for the company to take advantage of international talent and exploit the advantages of our country of domiciliation in terms of costs and to improve quality.

If there are still companies reluctant to outsource, the process is easy to set up, when the time is right.

Provider evaluation

How does your service provider look like? Most importantly, what is his knowledge of the services he offers and how does he manage this knowledge? What is the process put in place to minimise the risks associated with the loss of knowledge?

Our approach at ProContact:

  • A highly qualified and positive team that is able to ensure a tailor-made follow-up of each operation;
  • A demanding recruitment process;
  • A dense and continuous training: incoming calls, outgoing calls, marketing, webmarketing;
  • A motivating and humane managerial management: supervisors who listen to employees and listen to you;
  • An independent quality department with a single goal: customer satisfaction

At ProContact, we offer a wide range of services, to be adopted according to the needs of your company and your human capital:

  • Telephone reception
  • Remote secretary
  • Surveys, research and satisfaction surveys
  • Remote marketing and teleprospecting (making appointments, prospecting …)
  • File classification
  • Database management and enrichment
  • Customer loyalty
  • Technical support (hotline, webhelp, technical support)
  • After-sales service, customer service;
  • B2B/ B2C Prospecting;
  • Remote secretary services;
  • Customer relations;
  • CRM tool and CRM software;
  • Satisfaction surveys;
  • Human resources;
  • Digital outsourcing.

A service provider always up to date

The modern company needs technology, which allows it to learn, improve the customer experience and gain efficiency, provided, of course, that it is used as it should be.

This rule also applies when the same company chooses its outsourcing provider. The latter must present the right combination of technology and specific expertise in its service areas. He must be able to use technology to enhance the value of his service delivery and create a lasting advantage for his client.

At ProContact, we are aware of the constant evolution of our environment, so we have all the necessary infrastructure to provide a compliant and technology-driven service. Our daily concern: to constantly increase the competitiveness of our customers!

As the Covid-19 pandemic has shaken the entire planet, you can count on ProContact to keep moving forward and gain positioning on the competition, even if the economic context may seem fragile. Together, let’s form a lasting and solid partnership, which will allow your company and more precisely your customers to win on all fronts!

Contact us!

Outsourcing is our business! At ProContact, we closely accompany you in the inclusion of this solution in your business strategy. We offer you, without delay an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without wasting time, money and quality.

ProContact is more than a contact center. Thanks to trained, qualified, handpicked and multilingual agents, we allow companies that choose us to gain credibility and above all to satisfy their customers regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services or for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.

Dos and Donts for small businesses to outsource successfully

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Outsourcing, when well-planned and implemented, allows a small business to improve its activities while generating savings. It allows it to grow and to make significant savings, while gaining in competence. As a small company, this strategy is full of advantages, provided of course that you follow certain rules and know how to balance the internal processes and those delegated to a trusted provider.

Outsourcing: an easy, fast and effective strategy to implement

Outsourcing should not be complicated for small businesses and for this, there are some good practices to follow and others to avoid:

The provider’s skills: as a small company, you have everything to gain by choosing your outsourcing provider with the utmost care. If the cost is significant, it should not be taken lightly. Indeed, take the time to compare the different charges, and also the opinions filed by current and departed customers. The idea is to avoid a poor performance or the provision of “talents” that are untrained or inconsistent at all costs.

Communication: As communication is one of the pillars of a successful and sustainable outsourcing, it is essential to select a service provider who has agents who speak at least two languages. Let’s add to this that they must be reachable at any time, especially in case of urgent requests. This avoids delays in solving problems, and therefore makes it possible to increase and maintain quality and customer satisfaction.

Security: Data leakage is one of the biggest fears of companies and rightly so. The outsourcing provider must be able to guarantee the integrity of its customers’ data. For example, at ProContact, our infrastructure is based on the state-of-the-art Dialogic-Vocalcom platforms, which offer high-level flexibility and reliability. The solutions used also allow advanced call/processing management.

As for Vocalcom, it is secured by a Vicidial solution running permanently in the “cloud”, which means that it is able to resume operations instantly. The whole process is. therefore, totally secure.

The right steps for a successful outsourcing

A simple mistake can be quite costly for the company, whether it is in terms of resources, time or energy. This goes against the objectives of outsourcing. Here’s how to make your outsourcing project a success.

Don’t aim for cost savings only

Do not focus your outsourcing project on cost reduction. Of course, some providers offer particularly low rates, however, always keep in mind that an offer that is “too good to be true” can have many repercussions on your business.

Compare offers between different providers covering a wide range of rates. Keep in mind that a Business Process Outsourcing (BPO) provider must also be able to invest in its infrastructure, equipment, tools while remaining up to standard in order to convince and recruit the best talent.

Setting up the right strategy

Creating a plan and a strategy for outsourcing: these are the two reflexes to have for a successful outsourcing project on all levels. Companies that have successfully completed their outsourcing project have thought carefully about their needs, have visibility into the coming months and years, figures, etc.

A step-by-step outsourcing process

There is no need to outsource all processes at once. Start by developing a strategy on your measures and your goal by delegating each process and counting on ProContact, to take charge, over time, of your needs in:

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

Support your outsourced team

Regardless of its mission, your dedicated outsourced team needs to feel that it is included in the proper functioning of your company. To achieve this, it needs to be trained on your processes so that it is clearly informed about its responsibilities as a provider.

Accompany this team so that it is always in tune with your expectations and your brand image.

Have a Plan B

What to do if your service provider fails to meet your expectations? In order to avoid any conflict which consumes time, money and energy, in order to maintain the brand image of your company and to make sure its reputation with your customers is not tarnished, always have an alternative plan that can be implemented quickly and transparently by your provider.

Always analyse the structure of your company

It is not always necessary to delegate all the company’s processes to a service provider. By analysing the structure of your small business, you will be able to target areas, such as customer service or software development, for improvement.

Involve your internal team

A successful outsourcing project must take into account the feelings of each actor in the company, even if it is a small company. This makes it possible to create an atmosphere conducive to collaboration, creativity and innovation.

By involving your internal team in your outsourcing project, they will clearly understand your expectations and ambitions!

Contact us!

Outsourcing is our business! At ProContact, we accompany you, at every step of the way, in the introduction of this solution in your business strategy. We offer you, without any delay, an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without wasting time, money and quality.

ProContact is more than a contact centre. Thanks to trained, qualified, handpicked and multilingual agents, we allow companies that choose us to gain credibility and above all to ensure customer satisfaction, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services or for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.

Why is outsourcing scary?

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Outsourcing has been around for a long time and it continues to incessantly scare some companies. Misconceptions and the fear of the unknown form a perfect combo to keep executives who are less inclined to trust a proven business strategy away. This article will look at the true face of outsourcing, as portrayed by ProContact, the first French-speaking Contact Centre in the Indian Ocean!

What are the most common fears about outsourcing?
Costs, communication barriers, quality, security, technical problems, time zones…. these are the most commonly expressed fears of companies tempted by outsourcing, but afraid to take the plunge. ProContact is here to reassure you…

Precise and optimised costs

The costs, especially hidden, are undoubtedly one of the biggest fears of companies. In fact, by finding the right provider, outsourcing allows you to save considerable amounts of money every year. It should be noted that the service provider must provide a complete price list that is above all, easily readable and understood by all.

ProContact’s solution: our outsourcing platform offers you the same quality level of service as achieved inshore thanks to our three production sites. Moreover, our mastery of technological resources both in terms of CRM software and office equipment as well as the control of production costs, allows us to offer you remote services with a very competitive price / quality ratio.

Communication barriers

Communication is the key word of a successful outsourcing partnership, whether you are looking for French-speaking or English-speaking agents. At ProContact, we offer a wide range of services:

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

ProContact’s solution: to carry out each contract, we have set up a multilingual team of qualified, versatile and expert remote agents who are fully dedicated to customer satisfaction; yours of course, but also that of your customers.

Increased quality

Outsourcing makes it possible to have agents dedicated to quality control, supported by proven tools and processes that ensure the accuracy of data processing: the final project must always meet the customer’s requirements! Each project is subject to regular audits, so that everything takes place with the utmost precision.

ProContact’s solution:

  • A highly qualified and positive team that is able to ensure a tailor-made follow-up of each operation;
  • A demanding recruitment process;
  • A dense and continuous training on processes such as incoming calls, outgoing calls, marketing, webmarketinhg, etc.;
  • A motivating and humane management style: supervisors who listen to employees and listen to you;
  • An independent quality department with a single goal: customer satisfaction

SLAs and KPIs

In order to be precise in their actions, companies are setting up an ecosystem that is personalised to such an extent that many of them fear the intervention of outsourcing, which may adversely affect production.

ProContact’s solution: we implement SLAs and KPIs for data entry missions, independent data entry, outsourcing of business processes, such as accounts payable or receivable, and other processes.

A guaranteed level of security

Data is the liquid gold of business. The risk of losing it is always high in new companies, unless you can count on an experienced outsourcing provider that especially equipped to ensure data protection and security.

ProContact’s solution: ProContact customers feel safe! The infrastructure is, first of all, based on Dialogic-Vocalcom’s latest generation platforms offering high-level flexibility and reliability. The solutions used also allow advanced call/processing management.

As a result, they offer all the functionalities necessary for the activity of a general contact centre. Finally, Vocalcom is secured by a Vicidial solution running permanently in the “cloud”, that is, operations can be resumed instantly. Thus, the whole system is completely safe.

Technical problems

When a company decides to outsource its business processes, it requires the presence of technical support and even training. It is very likely that the internal resources of the company does not have all the necessary expertise in order to make the changes in the required time.

ProContact’s solution: we assign a dedicated and experienced project manager to each project. This ensures that all your requirements are met, including in the event of technical problems.

The question of the time zone

A successful outsourcing is coordinated and can be followed at any time by the sponsors. How does this happen when a service provider is on the other side of the planet? Can this affect the smooth running of the business? Will customers lose confidence and turn to the competition? Not with ProContact!

Procontact’s solution: ProContact adapts to your needs, wherever you are in the world! We adapt our schedules according to your needs, so that your company is always reachable, including outside of its opening hours and during holiday periods. Thus, you can gain credibility and reliability, two pillars that are important for customer satisfaction.

Contact us!

Outsourcing is our business! At ProContact, we closely accompany you in the inclusion of this solution in your business strategy. We offer you, without delay, an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without wasting time, money and quality.

ProContact is more than a contact center. Thanks to trained, qualified, handpicked and multilingual agents, we allow companies that choose us to gain credibility and above all to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.