Increase quality and efficiency
When your offshore team cares about the outcomes of their work, they’ll work harder and commit to continuous improvement.
Done right, offshoring can significantly improve your quality and efficiency. Discover how GSIT is different from what you probably think about offshoring.
Of all the challenges of growing a business, one of the most difficult to solve is quality. That’s true whether you staff up locally or you look abroad for your talent, but it’s tempting to think that quality is bound to suffer more if you offshore. (We’ve all experienced terrible offshore customer support and telemarketing.)
But the truth is, done right, offshoring can actually improve your quality and efficiency. To understand how and why, you first need to understand the difference between what GSIT does and what you’re probably thinking of when you think about offshoring.
You retain full control
But that’s not what GSIT does; we’re not a traditional BPO.
With a traditional BPO, you hand over all control of your offshore team, and you have no say in who’s hired, how they’re trained, their conditions, the quality of their work or the offshore organizational culture. That’s where all those nightmare telemarketing scenarios are born.
What we do is called ‘managed operations’, and it’s a totally different thing. With managed operations, your offshore team is all yours – you choose them, and you don’t share them with other companies. You make all the decisions, exactly as you do for your team at home. And you treat them exactly as you do your teams at home. What you don’t have to worry about is the support services side of things – premises, recruitment, HR, labor laws, IT, payroll, security, support, etc. We handle all of that.
This means you can train your offshore team to the same standard of expertise as your local team, and you can monitor and provide feedback on their performance, just as you do at home. You can set and monitor deadlines, design and monitor work practices, and take on board staff and customer feedback about those deadlines and work practices. You can visit your offshore team and dedicate an onshore champion to focus on them.
And you have full control over performance management. Everything’s open and accessible, so when there’s a performance problem, you’re not dealing with a black box. You can easily identify and address the problem.
None of this happens with traditional Business Process Outsourcing (BPO), because there’s an inherent conflict of interest. Traditional BPOs are paid based on output, so there’s a natural incentive to achieve a contractually acceptable result at the lowest possible cost. Tenured employees get replaced by cheaper fresh hires, investments in IT upgrades get postponed and providers even manipulate performance metrics to show the best possible reports.
We’ll guide you with proven best practices
With GSIT, you have expert support in all of these areas. We do have the experts in-house, and we’ll work proactively with you to share our expertise and ensure these processes are all smoothly set up.
Loyal, honest and hard-working staff
This is partly due to the country’s culture of customer service excellence (discussed below), and partly due to the fact that they recognize the value Western organizations bring to their communities.
Sri Lankan’s revolves around customer service
What’s more, large, multinational Australian and New Zealand companies have invested in customer service personnel and training for decades. So the labor market is rich in highly skilled talent.
You’re not distracted by support services
This means you’re better able to concentrate on supporting your team to produce top quality work, in a timely, cost-effective manner.
Likewise, you’re not distracted or hamstrung by the costs associated with those operational considerations. So you can afford to invest the time and resources into training up your offshore team to make them every bit as good as your onshore team.