Outsourcing can be a great time and money saver for businesses, but it is not something that anyone should go into lightly. If you do it wrong, you can end up frustrating your customers and costing your business in more ways than just dollars. In order to keep client confidence and make sure you are getting the most bang for your buck, here are some important dos and don’ts to keep in mind when you consider outsourcing your business.
Don’t Outsource Core Services
Whatever your basic service may be, keep it in-house. Outsourcing your basic services or products is a recipe for disaster. At best, it can cause quality control issues. At worst, you lose oversight of staff and management and become less capable of addressing customer questions and concerns.
Do Outsource Irregular Expertise
If you are an IT company, there’s no need to keep a graphic design department in house. This is not a core part of your business and others may be better able to handle it. Likewise, if you are a product-production company (regardless of the product) it is unlikely that you need an in-house printing facility to produce your brochures and newsletters. If the job requires expertise not tied to your core services, go ahead and outsource.
Don’t Internationally Outsource Customer Service
Nothing frustrates a customer like a language barrier. When considering outsourcing your customer service operations — which can be a good idea, as these may not be core services — it is often a good idea to keep it in the country. Outsourcing to a nation whose native language is different than yours may save a lot of money, but it can cost you in terms of consumer confidence.
Do Hire Committed Workers
Make sure that whatever firm you choose to outsource is committed to your vision and quality assurance. Many companies that specialize in outsourcing view it in general terms. Make sure that you deal with a company who is willing to learn your business, get to know you as a person, and work with you to provide only the best in quality outsourcing for your specific brand.
Don’t View Outsourcing as a Bandage
Outsourcing is not a temporary solution to cover you while you search for an in-house solution. If you want to keep a job in-house it’s best to develop it in-house. When you outsource, you are creating a chain of command and infrastructure that becomes embedded in your system. It will be there for the long-term and may be difficult to untangle from your overall business workings.
Outsourcing carries with it many benefits, but many potential pitfalls and responsibilities. If you are going to have to micromanage the process or if you don’t pay attention to the potential long-term effects on your business, you can find yourself quickly in over your head. Do you have any ideas about dos and don’ts of outsourcing that every business should keep in mind? We’d love to hear what you have to say. Leave us a comment below!