How do you reduce BPO quality and performance risks?

1 Define clear goals and expectations

Before you outsource any process, you need to have a clear vision of what you want to achieve and how you will measure it. You should communicate your goals and expectations to your BPO partner and align them with their capabilities and resources. You should also establish a service level agreement (SLA) that defines the quality standards, performance indicators, and penalties or rewards for meeting or missing them. A clear and realistic SLA can help you avoid disputes, monitor progress, and ensure accountability.

2 Implement quality assurance systems

Quality assurance is the process of checking and verifying that the outputs of your BPO partner meet your specifications and standards. You should implement quality assurance systems that cover the entire outsourcing lifecycle, from planning and execution to evaluation and feedback. You should also use tools and methods that are suitable for the type and complexity of the process you outsource. For example, you can use audits, surveys, reviews, tests, or certifications to assess the quality of your BPO partner's work.

3 Monitor and evaluate performance

Monitoring and evaluating performance is the process of collecting and analyzing data on how well your BPO partner is delivering the agreed outcomes. You should monitor and evaluate performance regularly and systematically, using the metrics and targets defined in your SLA. You should also use dashboards, reports, or scorecards to visualize and communicate the performance results. Monitoring and evaluating performance can help you identify gaps, issues, or opportunities for improvement and take corrective or preventive actions.

4 Foster communication and collaboration

Communication and collaboration are the keys to building and maintaining a successful relationship with your BPO partner. You should foster communication and collaboration by setting up channels and platforms that enable frequent and transparent exchange of information and feedback. You should also assign roles and responsibilities, define escalation procedures, and establish a governance structure that facilitates decision-making and problem-solving. Communication and collaboration can help you align your expectations, resolve conflicts, and leverage best practices.

5 Provide training and support

Training and support are the processes of enhancing the skills and knowledge of your BPO partner's staff and providing them with the necessary resources and guidance. You should provide training and support to your BPO partner's staff to ensure that they understand your business goals, processes, and standards and can perform their tasks effectively and efficiently. You should also provide them with the tools, systems, and documentation that they need to access and use. Training and support can help you improve the quality and performance of your BPO partner's work and increase their engagement and loyalty.

6 Review and improve continuously

Review and improve continuously is the process of assessing and enhancing the quality and performance of your BPO partner's work over time. You should review and improve continuously by conducting regular feedback sessions, audits, or surveys with your BPO partner and involving them in your improvement initiatives. You should also benchmark your BPO partner's performance against industry standards, best practices, or competitors and set new goals and expectations accordingly. Review and improve continuously can help you optimize your outsourcing outcomes and adapt to changing needs and expectations.

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?