There are many reasons to transfer administrative processes such as payroll accounting, travel expense accounting, or financial accounting to an external service partner. In order to benefit from the advantages, sufficient energy must be invested in the selection of a suitable partner. The focus should be on the following points:
- Company size, structure, and culture
Companies should ask themselves what value they will have as a customer with the potential BPO partner. Accordingly, it makes sense to ensure that the company size, structure, and culture of both partners match each other. - Competence
When deciding on a BPO partner, it is crucial whether they can provide the outsourced task to the desired extent and quality in the long term. In addition, the BPO partner should be able to competently manage the dynamics of an outsourcing project. - References
If the BPO service provider already serves customers in the company’s own industry, it is possible to get a good overview of its specific competencies and service quality. - Certification
Quality standards should play a role in the evaluation of BPO service providers. A professional service provider can demonstrate appropriate technical and manufacturer-specific certifications. - Security and data protection
In the selection process, great attention should continue to be paid to the topics of data storage, data protection, and compliance. BPO service providers must ensure the protection of customer and personal data and provide proof that all necessary requirements are met to protect the data from external attacks and from unauthorized access at the service provider itself. - Contractual framework
An outsourcing contract must clearly describe which services are to be provided for which fee – and which are to be paid separately. It also contains statements on the handling of contractual disputes, notice periods, and possibilities of contract termination.
At the same time, suitable control and measurement criteria, so-called Service Level Agreements (SLA), are to be agreed. As an annex to the service contract, they contain detailed agreements on service content and its quality characteristics. - Human factor
Outsourcing means change for the workforce and especially big changes for affected employees. An active change management is therefore unavoidable.
Necessary personnel-related measures must be defined jointly with the BPO service provider at an early stage and supported by a joint communication strategy based on a clearly defined concept.
Successful outsourcing basically does not require much
Decisive are good planning and preparation as well as the cooperation with a competent BPO specialist matching the outsourcing company.
Companies looking for a BPO partner must ask themselves and finally the potential partners above all the right questions in order to find the suitable service provider. What is the goal? Which model is desired? What can the service provider offer? Which customer-service provider relationship is aimed for?
Chemistry and the interests between the partners must be right. Then the outsourcing can succeed and lead the process to a high efficiency and stability.
Read more about this topic in the article Anfang gut, alles gut? Erfolgreiches (europäisches) Outsourcing (LOHN + GEHALT, issue 5/2016).
What experience do you have in BPO projects? How do you ensure efficiency in your commercial processes? We look forward to your comment.
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