Business process outsourcing (BPO) offers organizations ways to add trained staff to support increased efficiency, reduce costs, and improve customer relations. If you’re in the process of selecting a BPO partner, you want to ensure the onboarding process goes as smoothly as possible. Read on for insights into how to onboard a BPO for optimal success in the personal lines agency sector and other industries.
6 Focus Areas and Best Practices for Partnership Success
Here are six essential areas of focus to ensure your partnership succeeds.
1. Teambuilding: Develop a Team Approach
It’s important that your BPO team understands your culture, values, and mission. Comprehensive knowledge in these areas gives them the ability to provide the best service to your customer or client base.
2. Expectation Management: Establish Clear Expectations
Expectation management is one of the key components of partnership success. The clearer you are with your expectations, the quicker onboarding can occur. Some questions to consider include:
- What do you expect from a BPO service?
- What are your business and productivity goals?
- What steps will be taken when issues or challenges arise?
3. Project Planning: Design a Detailed Project Plan
Effective project planning helps keep you on schedule and makes it easier to manage necessary changes. BPO partnership launches tend to go smoother when a clear and detailed project plan is in place. The project plan should provide a clear timeline of items required during the ramp-up period, during the launch, and for at least the first 90 days following the launch.
4. Training: Develop a Comprehensive Training Program
Training is vital to ensure your BPO partnership gets up and running as smoothly and quickly as possible. Items to include in your training program include:
- Your company’s mission, vision, and values
- Your service or product
- Customer services procedures and processes
- Technological tools and systems
- Your company’s brand and voice
5. Communication: Create a Comprehensive Communications Plan
An effective and comprehensive communication plan keeps all players informed of the necessary information, updates, changes, and more. When people are “in the know,” they tend to feel more included, clear, and appreciative, and it avoids unnecessary confusion and frustration.
6. Goal Setting: Set and Monitor Targets
When you have clear goals and targets, it allows you to create objectives to meet those goals. It also allows you to monitor progress down the road so you can more easily pivot and make necessary adjustments as needed. It also provides an opportunity to celebrate milestones and successes as a team.
Work With a Top-Rated BPO Call Center Team Today!
Now you know the best practices on how to onboard a new BPO service for partnership success. But do you know of a business process outsourcing option with more than 1,000 staff members with a predominantly bilingual English- and Spanish-speaking staff to support your business? And one that operates every day of the year, 24 hours a day?
Here at Confie, we take care of our BPO partners and are well-equipped to help you lighten the load by providing essential services, including IT support and call center needs. Feel free to reach out online or give us a call at 714-252-2500.