What do you do if stakeholders in a BPO project are not informed about failure?

1 Assess Impact

Before you approach stakeholders about a failure in a BPO project, it’s essential to fully understand the extent of the issue. Take time to assess the impact on all aspects of the project, including financial, operational, and reputational factors. This will help you provide a comprehensive overview when communicating with stakeholders and will also assist in developing a remediation plan. Remember, your goal is to be as transparent as possible while also showing that you have a grasp of the situation and are working towards a resolution.

2 Plan Response

Once you've assessed the impact, it's time to plan your response. This involves crafting a clear message that explains what happened, why it happened, and what is being done to correct the issue. It's important to avoid technical jargon that may confuse stakeholders; instead, use plain language that is easy to understand. Your response plan should also include a timeline for when stakeholders can expect updates and what steps will be taken to prevent similar failures in the future.

3 Communicate Early

Timing is critical when informing stakeholders about a failure. It's crucial to communicate early, even if you do not have all the answers yet. Delaying communication can create speculation and mistrust. Start by acknowledging the issue, provide as much information as possible, and commit to regular updates. This demonstrates that you are proactive and taking responsibility for the situation, which can help maintain stakeholder confidence during a difficult time.

4 Be Transparent

Transparency is key in maintaining trust with stakeholders during a BPO project failure. You must be honest about the situation's severity and avoid downplaying the issue. Share what you know, what you don't know, and what you are doing to find out more. Transparency also means admitting any mistakes that were made and showing your commitment to learning from them. Stakeholders are more likely to be forgiving if they feel they are being treated with respect and honesty.

5 Formulate Solutions

In addition to being transparent, you need to formulate solutions to the problem. This involves identifying the root cause of the failure and developing actionable steps to address it. Share these solutions with your stakeholders, ensuring they understand how these actions will prevent future failures. This not only shows that you are in control of the situation but also helps rebuild trust by demonstrating your commitment to continuous improvement.

6 Follow Up

After initial communications, it's important to follow up with stakeholders regularly. Provide progress reports on the remediation efforts and any changes implemented to avoid future failures. This follow-up should be consistent and continue until the issue is fully resolved. Keeping stakeholders informed every step of the way reinforces that their interests are being taken seriously and that their investment in the BPO project is valued.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?