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5 Offshoring Tips

Harry Fozzard
Harry Fozzard

You are planning to outsource your campaign to an offshore destination. The allure of low-cost, performance-based work is all too irresistible. The good news is that offshore outsourcing is a cost effective way to perform a myriad of back-office tasks. Many campaigns run year in, year out generating profit or reducing expenses for all concerned. The bad news is that many fail in deployment due to lack of planning and preparation.

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5 T I P S F O R O F F S H O R I N G A T E L I E R L U M I K H A
You are planning to outsource your campaign to an offshore destination. The allure of low-cost, performance-based work is all too irresistible.
The good news is that offshore outsourcing is a cost effective way to perform a myriad of back-office tasks. Many campaigns run year in, year out generating profit or reducing expenses for all concerned. The bad news is that many fail in deployment due to lack of planning and preparation.
This quick guide provides 5 suggestions for maximum success.
Strategy 1 : Dont Fire & Forget
5 Offshoring Tips
Many outsourcers use a fire and forget method of outsourcing, particularly if they are running a performance- based campaign. Sending out an email with training materials and expecting performance isnt only unrealistic; any back-office provider that doesnt commit to really understanding your project is very likely to fail. Invest the time to develop your campaign as completely as possible. Collaborate with your back-office partner.
Strategy 2 : Plan Like Crazy
5 Offshoring Tips
A tight deadline often drives an unmanaged or poorly managed program launch. Programs that launch too quickly sacrifice A/B script testing, proper KPIs, and compensation schedules that incentivize the right behaviors. Hasty campaign launches only prove the clich辿, no time to plan adequately, plenty of time for a crisis.
Strategy 3 : Customize the Learning
5 Offshoring Tips
Study after study shows that localized learning is more effective than generic, non-customized learning. Training for Americans isnt appropriate for most offshore destinations and may result in confusing calls. By wrapping certain basic elements of your campaign into the learning and factoring in cultural considerations, your agents will hit the phone better prepared and therefore perform better.
We focus on the Philippines so we often contend with outsourcers who presume that since Filipino agents are familiar with American culture they can be trained like Americans. The fact is that many aspects of Filipino culture that we appreciate most signify offshore telemarketer to the customer. For example: over using honorifics like sir and maam as well as a tendency toward vague rather than negative responses on customer service calls are areas that require attention during campaign training.
Strategy 4 : Have a Deployment Guide
5 Offshoring Tips
Deployment Guides force you to structure your campaign launch, think through logistics, and ensure your centers are all working in a coordinated fashion.
Dialing schedule Daily shift schedule Approved holidays Handshake between opener and closer centers (for transfer campaigns) Dialer configuration Dispositions Dialer reporting formats FTP locations for verification recordings Conversion (sales) definitions Qualification criteria Verification criteria Quality guidelines Script and Objections Script variations Common objections Objection responses Other Industry background Agent screening protocols Calibration checklists & schedules Commercial details & schedules
Strategy 5: Drive Continuous Development
5 Offshoring Tips
Campaign management lends itself to Scrum techniques for continuous improvement. Anyone who has offshored a campaign knows that the dictums Inspect & Adapt and Fail Fast so You Can Fix Early govern the first 30-90 days. The trick is to pay close attention to the performance intrashift and roll the lessons learned into your preshift briefing. Other tools for developing the team are quality calibration calls, diagnostics for areas of weakness and retraining, as well as maintaining an open door for input from the floor.
Thanks for Your Time! Atelier Lumikha 2/鍖 Sol y Mar Building Dumaguete City, Negros Philippines lumikha.co

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5 Offshoring Tips

  • 1. 5 T I P S F O R O F F S H O R I N G A T E L I E R L U M I K H A
  • 2. You are planning to outsource your campaign to an offshore destination. The allure of low-cost, performance-based work is all too irresistible.
  • 3. The good news is that offshore outsourcing is a cost effective way to perform a myriad of back-office tasks. Many campaigns run year in, year out generating profit or reducing expenses for all concerned. The bad news is that many fail in deployment due to lack of planning and preparation.
  • 4. This quick guide provides 5 suggestions for maximum success.
  • 5. Strategy 1 : Dont Fire & Forget
  • 7. Many outsourcers use a fire and forget method of outsourcing, particularly if they are running a performance- based campaign. Sending out an email with training materials and expecting performance isnt only unrealistic; any back-office provider that doesnt commit to really understanding your project is very likely to fail. Invest the time to develop your campaign as completely as possible. Collaborate with your back-office partner.
  • 8. Strategy 2 : Plan Like Crazy
  • 10. A tight deadline often drives an unmanaged or poorly managed program launch. Programs that launch too quickly sacrifice A/B script testing, proper KPIs, and compensation schedules that incentivize the right behaviors. Hasty campaign launches only prove the clich辿, no time to plan adequately, plenty of time for a crisis.
  • 11. Strategy 3 : Customize the Learning
  • 13. Study after study shows that localized learning is more effective than generic, non-customized learning. Training for Americans isnt appropriate for most offshore destinations and may result in confusing calls. By wrapping certain basic elements of your campaign into the learning and factoring in cultural considerations, your agents will hit the phone better prepared and therefore perform better.
  • 14. We focus on the Philippines so we often contend with outsourcers who presume that since Filipino agents are familiar with American culture they can be trained like Americans. The fact is that many aspects of Filipino culture that we appreciate most signify offshore telemarketer to the customer. For example: over using honorifics like sir and maam as well as a tendency toward vague rather than negative responses on customer service calls are areas that require attention during campaign training.
  • 15. Strategy 4 : Have a Deployment Guide
  • 17. Deployment Guides force you to structure your campaign launch, think through logistics, and ensure your centers are all working in a coordinated fashion.
  • 18. Dialing schedule Daily shift schedule Approved holidays Handshake between opener and closer centers (for transfer campaigns) Dialer configuration Dispositions Dialer reporting formats FTP locations for verification recordings Conversion (sales) definitions Qualification criteria Verification criteria Quality guidelines Script and Objections Script variations Common objections Objection responses Other Industry background Agent screening protocols Calibration checklists & schedules Commercial details & schedules
  • 19. Strategy 5: Drive Continuous Development
  • 21. Campaign management lends itself to Scrum techniques for continuous improvement. Anyone who has offshored a campaign knows that the dictums Inspect & Adapt and Fail Fast so You Can Fix Early govern the first 30-90 days. The trick is to pay close attention to the performance intrashift and roll the lessons learned into your preshift briefing. Other tools for developing the team are quality calibration calls, diagnostics for areas of weakness and retraining, as well as maintaining an open door for input from the floor.
  • 22. Thanks for Your Time! Atelier Lumikha 2/鍖 Sol y Mar Building Dumaguete City, Negros Philippines lumikha.co