By |Published On: February 5th, 2020|Categories: Posts|Comments Off on 3 Steps to Get Your Team On Board with Outsourcing|Tags: , , , |
Outsourced Customer Experience Services

When you’re considering outsourcing some of your business processes to a third party, it’s not unusual for your leadership team to be excited about the shift. But it’s also just as common for the rest of your employees to feel some hesitation, or even downright resistance, to such a change. Whenever you make a move that impacts your personnel, it’s in everyone’s best interest to work through these roadblocks and be intentional about getting everyone on the same page. Unsure how to do this? Here are a few ideas.

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Lead With Transparency

Sometimes the bulk of the hurdles you encounter are simply due to misconceptions and misunderstanding. When someone hears the word “outsourcing,” they might mistakenly think that their own job is on the chopping block or that you’re simply looking for cheaper labor. But the reality is far different. In fact, one of the primary reasons a company may choose to outsource some key business functions (like customer service) is because they want to be able to focus on their core competencies.
To that end, outsourcing can be thought of as a way to improve time management, in that it can allow your employees to spend their time on the areas in which they can really make a difference. Furthermore, it helps your business run more smoothly since executives and managers won’t have to plan around employees’ vacations and sick time. There will be enough support staff involved that there will always be a backup when needed.
Be honest and relay all of these key points to your team members. Explain to them, upfront, that outsourcing some processes can free them up to concentrate on their strengths and allow your business to operate more seamlessly. This will not only strengthen each of you as individuals, but also the company as a whole.

 Provide Context

Beyond understanding some of the nuances that accompany outsourcing, it can be helpful to explain its role in the greater business environment. Outsourcing certain business processes, especially technical support  is a widespread practice. When you talk with your employees about the areas you’ll be outsourcing, bring some contextual information with you. Explain how many other businesses like yours follow similar practices, what your BPO partner in particular has been able to achieve for their clients and what your engagement with them is structured like.
The more light you shed on the normalcy of outsourcing, and the more open you are about the details of the agreement with your outsourcing provider, the more likely you’ll win over your employees to the idea. A little context can go a long way.

 Reaffirm Your Vision

In the spirit of giving your employees some perspective, right before you engage in outsourcing is an opportune time to paint the picture of where the company is headed. Even if you regularly share revenue goals or customer count aspirations with your team, they may still feel a little rudderless. The executive team usually knows exactly why certain decisions are being made, and how each bubbles up to move the business forward toward the big-picture goals, but the average employee likely does not.
When you begin the conversation about outsourcing, use it as a jumping off point to remind everyone on your team about your company’s mission and vision. Be descriptive, and invite your employees to dream with you and envision your business reaching the highest pinnacle any of you can imagine. Then be sure to tie in how outsourcing is going to help you get there, and how it’ll likely impact each one of them.
Outsourcing business services (like IT support, customer support and more) can do a lot for your business in terms of time management and cost reduction. But it’ll help you grow a lot more fluidly and effectively if your entire team is on board with the change. Remember to be honest above all else when communicating about your outsourcing plans, provide context and invite your team members to get excited with you about where the company is ultimately heading. Contact us if you’d like information about our services or if you have any questions about outsourcing.

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