Month: April 2017

Have you considered the advantages of BPO solutions to your business? Or are you among those hesitant, even wary about the prospect? Outsourcing is staple practice in big corporations, but does this translate to small businesses and start-ups? There are many reasons why businesses avoid BPO services and its potential to bolster operations. However, it’s likely some of these reasons are based on faulted notions on the industry.

If you’ve yet to hire a BPO service provider, this short list is meant for you. Consider these three misconceptions on BPO that are far from the truth; you have a lot to gain by outsourcing your business!

Misconception #1: You’re Risking Your Data

This is by far one of the most pressing concerns companies have against outsourcing. Entrusting operations to BPO solutions means you’re willing to hand over necessary, essential data. Aren’t you going out on a limb, is the risk too much for the payoff? This is reason why companies want to keep processes contained and in-house. After all, supervising your teams hands-on sounds better than having someone else handle them for you.

As is with anything worth doing in business, due diligence is your ally in sourcing processes to a BPO provider. Scout and shortlist all viable prospects, conduct background checks. Grill your prospects for credibility and competence. You’ll eventually realize one of the perks of outsourcing debunks the next point:

Misconception #2: BPO Solutions Is Costly

This needs to be addressed bluntly: outsourcing is as feasible as you want it to be. Not costly or cheap, but feasible. The resources you’ll invest in outsourcing will have ROI comparable to investing in-house, but there’s significant difference in cost. There’s competition among BPO companies to provide service at competitive rates, for one thing. You have a range of options to consider, in cost and terms.

The source of the service is also a practicality, usually involving offshore companies with competitive, feasible offers. The least you can do is consider BPO solutions for a limited run, and then compare costs spent with your previous practice.

Misconception #3: No Control, Oversight On The Project

The notion is you’re giving the BPO service provider control of the campaign, down to the smallest details. This is true in as far as you’re granting autonomy, but if you’ve done your due diligence there’s nothing to worry about. A good BPO company will also have supervisors on board who will ensure your interests are prioritized throughout the campaign.

Let a reliable third party handle the details, and you’ll have more time and energy to focus on the big picture. Partner with a good BPO company, someone able to take care of day-to-day routines, ensuring your long-term goals are on track.

You should always negotiate with a BPO services provider, as much as you can. There’s always room to bargain from initial proposal. But, as established in a previous post, silence can be an effective negotiation tactic. There’s a handful of ideal opportunities when you’re better off staying put, and here are three more to consider the next time you consider a quote:

1. When The Other Party Makes A Counter-Offer

Have you ever felt stonewalled? It’s unpleasant and frustrating, and you’re at a disadvantage the first few minutes after you’re given the cold shoulder. This is but natural, since there’s an expectation for immediate response in communication. The trick is responding with a meaningful pause, long enough to cause the other party to flinch.

Silence in negotiation is an acquired skill, though. If you’re corresponding in person, supplement your silence with a nod of acknowledgment. If it’s a phone conversation, stall with hanging responses like “I see…” or “I understand…” Reserve this tactic for the most important terms in the negotiation.

2. After The Initial Small Talk, Right Before You Talk Brass Tacks

Pleasantries are important in business correspondence. You need to build rapport with a BPO services provider so you’re relaxed the moment you talk details. However, the challenge is in the transition; how do you bridge the gap between small talk and real talk? It turns out silence (or short pause) could be the only transition you need.

The brief lull in conversation gives both of you breathing space. It also allows you to effortlessly shift gears, as soon as possible. Bide your time and wait for your prospect to resume the thread, though. If you have initial terms and proposals, best wait what the other party has in mind. You can then adjust responses in your favor.

3. Immediately After You’ve Presented Terms To A BPO Services Provider

This complements the first point; you should give your prospect ample time to compose a response. In turn, you’ll also pick up queues from the other party (in face-to-face conversation). Do you see disappointment or relief? Rethink your strategy according to the response. It’s a given face-to-face correspondence is preferable to text, audio, even video chat; you’re missing out on all those non-verbal cues if you don’t meet your prospect in person.

If silence is too much and you need to break the ice, you can pitch pointed questions instead. Loaded questions like “What are your comments on our proposal?” or “We sent you terms yesterday. Any thoughts?” catch your prospect on guard. This puts the burden of response on your prospect.

It’s possible the BPO services provider you’re considering is fine with the terms. Aren’t you thankful you didn’t open negotiations by offering a discount? Develop silence as a staple tactic and you’ll notice an increase in meaningful, favorable negotiations. It takes a while to learn, but it’s second nature with persistence and practice.