Offshore BPO vendors need a performance boost. How can you inspire them to excel without constant oversight?

Ensure that your offshore BPO vendors understand the expectations and objectives. From my experience, aligning their goals with your business outcomes fosters a sense of ownership and responsibility. Transparency is key; make sure everyone is on the same page to avoid misunderstandings.

Clear, specific goals and targets are critical for the success of any BPO team. Without those, the team will not know what they are trying to attain or accomplish. The same is true of any employee in any business, but it's especially true for a BPO team member.

I was always amazed that the complexes of the situation have the simplest of answers and applying the SMART technique helped. Specific: Goals which are clearly defined. Measurable: Measurable Goals. Attainable: Realistic and achievable Goals. Relevant: Goals should be relevant to individuals. Time-bound: Setting up an ETA is crucial.

Clearly outline performance expectations, deliverables, and key performance indicators (KPIs). Ensure that all goals are communicated effectively and understood by the offshore team. Give the team autonomy to make decisions within their scope of work, which fosters a sense of ownership and responsibility.Motivate vendors to take initiative and suggest improvements or innovations.

Consistent feedback helps maintain performance levels and address issues promptly. Regular check-ins can be brief but meaningful, focusing on both strengths and areas for improvement. Constructive feedback not only motivates but also helps build a trusting relationship. Remember, the goal is to support their growth, not just critique.

Feedback is absolutely critical. Once goals are set and performance is being measured, giving feedback on that performance makes all the difference for the team member. Remember, this person is an extension of your business. They're an extension of your sales and service processes. They need to feel that, and one way they feel that is through appropriate feedback. But make sure the feedback is based on measurable standards because without measurements or KPIs the feedback is going to be difficult to apply because it's not based on anything concrete.

As an offshore BPO vendor, I always quote my services at a lower price and negotiate a higher incentive payout with my clients based on the quality of my work and the goals or objectives I need to achieve. This approach not only motivates me to meet the goals and objectives outlined in the agreement, but it also instills confidence in the client that I will do my best to achieve their targets. The incentives I receive from the client are shared with my team members, ensuring that they are equally invested in the purpose and committed to delivering their best.

The key here is rewarding exceptional work. You really want to highlight those that stand out so that others can look to them as an example of successful performance. Not that there's not a place for congratulating someone for doing their job well, but for those that are doing exceptional work and incentive program could make all the difference. In a previous career life we incentivized a BPO team by incentivizing the leadership team. By doing that, we encouraged them to stay, and because staff turnover can be a nightmare this ensured we had consistent leadership that was high performing. Lo and behold, that high performing leadership helped other team members to stay creating a much lower turnover rate then it might otherwise have been.

As a BPO vendor, training and development is not a one-time effort for me; it is a continuous process where I consistently upskill my team members. I also actively seek advice and guidance from my clients on the specific skills that need to be developed within my team. I strive to hold regular meetings where clients can meet with my team members to share their knowledge and industry insights. This three-way collaboration between the client, the vendor, and the team is essential and has consistently shown great results.

Training is something that is often overshadowed by bad or unclear processes. Proper training, combined with proper processes and workflows, will allow the BPO team to feel like they are being invested in, and it will allow them to be successful. Don't overlook the importance of clear, effective processes.

Utilize technology to streamline processes and enhance efficiency. Automation tools, performance dashboards, and collaboration platforms can reduce the need for constant oversight. Leverage AI to handle repetitive tasks, allowing your team to focus on more strategic activities. However, remember not to automate everything; human touch is essential in many tasks.

Any technology used currently should ideally be shared with the BPO provider. They should have every tool that anyone else on the team would have. Automation opportunities ought to be capitalized on, and don't be surprised if the BPO team suggests ways to make significant improvements through automation and technology. With AI technology advancing there are going to be many more opportunities to automate and improve outsourced services.

Build a partnership rather than a transactional relationship. Show genuine interest in their success and well-being. Open communication channels ensure that any issues are promptly addressed. Don’t overcommit; set realistic expectations and deliver on your promises. Establishing a strong, transparent partnership fosters long-term success and mutual growth. Contributing to this article with these insights, I hope it helps others in the LinkedIn community improve their offshore BPO vendor relationships and performance. Remember, building a connection and being transparent are the cornerstones of a successful collaboration.

Once you've signed an agreement with your vendor and handed over responsibilities, remain positive and confident that your vendor will be able to do their job. Avoid micromanaging; instead, request regular updates and maintain consistent communication to ensure that any issues are identified early and resolved before they escalate. Remember, firefighting consumes unnecessary time and energy. It's always better to prevent problems before they arise. If you require specific reports or need to stay informed, make these requests in advance. When issues do occur, sit down with your vendor and work together to find a solution.