How to handle risks related to outsourcing?

When risks are managed with clarity, responsibility and relevance, outsourcing is a vector of cost reduction and value creation, therefore contributing to the overall success of the company. Let’s explore how to make this partnership fruitful and sustainable.

The advantages of outsourcing

Outsourcing has gradually become a tangible solution that can legitimately be integrated into acompany’s business strategy. Looking back at our article titled “2021: the annual assessment of outsourcing around the world?”

• Almost 54% of companies worldwide have implemented an outsourcing strategy to connect with customers;
• Globally, companies spent $75.2 billion on security outsourcing last year;
• 78% of companies worldwide have a positive opinion of their outsourcing providers;
• 71% of financial services executives outsource or relocate some of their services.

These companies understood that outsourcing was a vital tool, calibrated to help them in their development by offering them the following advantages:

Improved focus on their core business: Outsourcing redistributes time and resources within the company, which then manages to focus on its strengths, since internal employees can focus on the main tasks and the strategy to be applied in the future.

Greater efficiency: By choosing the right service provider, a company can quickly and simply hand over repetitive, time-consuming tasks, but which make it possible to deliver a more productive, more efficient and often better-quality service.

Cost control: Outsourcing makes it possible to better distribute the company’s budget thanks to the release of capital. The company can invest this money in other sectors.

Increased reach: A good service provider is equipped with all the hardware and software capabilities to meet the needs of its customers. The latter no longer has to worry about investing money in these two areas.

A greater competitive advantage: at a time of scarcity of local skills, outsourcing allows its clients to gain knowledge and skills, brought by external agents.

Managing outsourcing risks efficiently

Like any decision related to the operation of the company, outsourcing is not without risks. However, with proper preparation, the company can eliminate the said risks in question.

Trust: Trust in your service provider is a key element in outsourcing. The provider must be able to conduct a relevant risk analysis, but also, and above all, propose solutions to reduce these risks. This result does not just happen and is obtained by choosing a mature provider,

• Presenting a majority of successful performances;
• Having a lively, ergonomic, easily understandable website, containing relevant information;
• Having a concrete process regarding the sharing of knowledge and the development of technical skills;
• Able to present case studies, based on problematic partnerships, but having served as a basis for solutions that are still applicable to this day.

The expertise of the provider: what is the level of expertise of the provider in his field? To meet the needs of its customers, ProContact has a multilingual team of qualified, versatile and expert tele-actors, fully dedicated to customer satisfaction. We offer a wide range of services, including:

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

The ability to manage an outsourced team: A lack of outsourcing experience can lead a company to rejecting this solution. However, by choosing a service provider with solid, proven, well-established processes, the required skills and experience, the customer instantly has an ally.

Skill transfer: this is undoubtedly one of the most important criteria for the success of an outsourced service. A successful outsourcing project should be in the form of a two-way road on which knowledge flows in both directions.

Confidentiality and intellectual property: outsourcing involves the delegation of part of the information vital to the functioning of the company (customer base, etc.). By handing over these resources to the provider, the company must ensure that the provider is willing to sign a confidentiality agreement, if it has had the opportunity to work with sensitive data or if it has already carried out projects with these companies handling sensitive data.

Hidden costs: while outsourcing is also a strategy to reduce costs, it is essential to choose a provider with clear statements about its pricing. This must be especially written in black and white. In this sense, we offer all our customers:

• A controlled customer relationship;
• Optimized costs;
• Outsourced services performed by experts;

ProContact assesses the skills necessary to offer its clients a portfolio of services to precisely meet their needs and ensure the success of the operation.

Contact us!

Want to know more? Outsourcing is our business! At ProContact, we support you closely 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 implementation 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 enterprise. 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.