Criteria to be considered as one of the Top Australian Outsourcing Companies
There are many questions
on Quora and other forums about finding the top Australian outsourcing
companies for their business processing needs. Decision makers are confused
about which BPO to choose from; and perhaps the reason is they are solely
looking for employees and not the top Australian outsourcing company.
Does a high number of
offshore employees mean that the outsourcing company is a top performing BPO? Not necessarily. In order to be one of the top Australian
outsourcing companies, the most important consideration to take care of the
qualifications and experience of the offshore staff. The staff should be good
in all aspects such as communication, attitude, skills, qualifications and
discipline and the Management need to be leaders and mentors. Top performing
Australian outsourcing companies have long standing relationships within their
clients, with little or no client attrition, which can be attributed to the
staff feeling as if they are part of the business on and offshore and have a
long term career. The result is, the clients, offshore BPO company and the
staff are all happy with the agreements that are in place.
Pool of Talent
Different BPO companies
have different methods of searching for the perfect talent for their clients.
Some BPO companies use the traditional hiring method of seeing applicants
in-person, while other companies prefer the employees pass a skill test before
the initial interview stage. There are also BPO’s that get fresh graduates and
train them rather than find experience, qualified staff. To be the best BPO in
town, the company should take the time and have Face To Face interviews and
recruit based on the clients needs.
Top Australian
outsourcing companies have a great pool of mature, experienced, hand picked
individuals to ensure they can confidently deliver on the tasks they are asked
to perform and deliver for the partners of the BPO.
Right People for the
Right Job
Finding the right offshore
staff is like fitting the right key into the keyhole.
The most important characteristics to look for staff when recruiting staff is
the combination of skill, attitude and job knowledge. Some BPO’s simply pool
candidates with basic knowledge as a requirement, but do not focus on what the
clients are looking for. This recruitment style creates low performing
outsourcing companies as it focuses more on getting staff cheap rather than
hiring the right people to fill the job vacancy. Top Australian outsourcing
companies focus more attentively on the client’s needs and tasks over profit
and hiring someone unfit for the work. Top performing outsourcing companies
recruit right and find the ideal candidate rather then just take someone who
will eventually ruin the relationship between the client and the BPO.
Hiring the right people
drives the partner to trust the BPO company and eventually leads to them
providing more and more work to the outsourced company.
Accountability Matters
A good BPO company
values accountability and puts in place the best possible measures and
practices to ensure the safety of client information including following the Australian
Privacy Principles. Accountability is
important because it installs confidence into the partners knowing that their
offshore investment is safe and sound. One of the qualities of the top
Australian outsourcing company is they are committed in taking care of
confidential information, or prevention of possible incidents by ensuring the
best possible protective measures are in place.
This means, that the
outsourcing company is responsible and stays true to their commitment to their
partners and will implement all the necessary paperwork and systems as well as
apply the company’s policies and procedures for both the partners and the
employees. This is achieved by constantly monitoring the outsourced staff
members work output and behavior to ensure work consistency and task
achievement. Good outsourcing companies value client-BPO relations above profit
and is a big factor when determining the good BPO’s from the not so good BPO’s.
Offshore Employees are
human too
Virtual
staff are not robots. Outsourcing companies have
different approaches when it comes to handling the employees from an
administrative perspective through to their social well-being. There are
outsourcing companies that have very strict rules, where it is prohibited for
the employees to interact with each other, and others offers and encourage a
friendly environment in the office and treat you like human beings. Another
requirement of being a top Australian outsourcing companies is the employees’
welfare. If the client is happy but the employees are not; the company may
receives good ratings from its clients, but over time, if the employees are not
happy and comfortable in their work, eventually they will leave. Top Australia
Outsourcing Companies invest in their people and then the business will then
take care of itself.
Written by Marc Mangubat
Co edited by Tony Godbehere
