How to choose a Business Process Outsourcing company
Business Process Outsourcing (BPO) refers to hiring outside contractors to perform specific work processes. Businesses can use BPO to outsource front and back-of-house operations such as accounting, payroll, human resources, IT services, and more. Some businesses may outsource numerous processes to external teams, while others may just need a single virtual assistant to help them with the administrative essentials.
BPO companies can help your organization streamline operations and save money. BPO is not a scam, but as with any product or service, you need to ensure you’re selecting the best company to handle your needs. This post explains how to choose the best BPO company for your business and avoid being scammed.
Key takeaways:
Do background checks.
Read customer reviews.
Check out the company’s website.
Request samples and demos.
Ask about data security.
Look into a BPO’s hiring policies.
Insist on process expertise.
Match customer management strategies.
Look for scalability.
Request an account manager.
Ask for a trial period.
Do a background check of the company
BPO companies are probably going to deal with a lot of your business’ sensitive information. They may see your employees’ Social Security Numbers if they do payroll, have access to your bank accounts if you have them handle accounts payable, or even just engage with your creative ideas. Make sure you do a background check before hiring them and spend as much time as possible learning about them.
Read customer reviews
One of the most effective ways to learn about a company is to read its customer reviews. Look for reviews of the company from other businesses that have used its business process outsourcing services. Ask the company for the names of current and past clients and contact them directly if you cannot find any reviews online.
Check out the company's website
A BPO company’s website can often be a good indication of how it conducts business and if it’s legitimate. Look at the company’s blogs, read case studies, and check out the history of the company on its website.
Request demos
You may want to request demos of certain processes. Ask to listen in on a call if you are considering hiring a company to handle your call centre, for example. Ask about how workflows will look if you want to outsource accounting, human resources, payroll, or similar types of administrative functions.
Ask about data security
Again, the BPO company will likely be handling a lot of your sensitive info as well as your client’s details, and you need to ensure this information is as secure as possible. Ask the company about its data security policies and make sure they are compliant with the industry standards that affect your organization.
Investigate the BPO's hiring policies
The BPO industry is booming across Asia, South America, and Eastern Europe, and as a result of the rapid expansion of this industry, many companies are forced to hire employees quickly. This fact alone doesn’t put you at risk – remember, even in the United States there is a lot of internal fraud. Outsourcing your business processes is not inherently more dangerous than taking care of issues in-house.
The difference, however, is that you know what’s happening in-house, but with the right questions, you can get a solid understanding of what’s happening with these external companies as well. Ask about their hiring policies, how they screen new hires, and how they keep tabs on employee integrity. Then, you can make a well-informed decision.
Look for expertise in your area
Trustworthiness is only one element you need to consider when hiring a BPO company. You also have to ensure they meet your needs. Do they have experience with the types of virtual assistance you need? Ideally, you should only hire a company if they can offer a resounding “yes” to that question.
Choose companies with similar customer management strategies
The BPO company you hire may deal with your customers depending on the types of services you need. You need to make sure that they understand your customer management strategies before you let them interact with them. Talk about your desired relationship with your customers and make sure you’re on the same page before your launch your relationship.
Make sure the company can scale with your organization
A quality BPO company is a partner in your success. They handle essential tasks for you at a rate that is cheaper than you can find with a local workforce, and in addition to saving you money, they should also save you time. However, this company also needs to be able to grow with you.
Look for scalability when choosing a BPO company. You may just need a virtual assistant right now, but in the future, you may want a payroll specialist, someone to handle onboarding, an internal auditor, or other types of professionals. You should look for a company that can meet all your needs both now and in the future. Otherwise, you may end up back at square one when your company starts to grow and you need change.
Request a dedicated account manager
Look for companies that can provide you with a dedicated account manager. An account manager gives you a dedicated point of contact with the company. You shouldn’t have to call, sit on hold, or deal with countless different professionals. An account manager ensures that happens and they help you navigate the ins and outs of outsourcing your business processes.
Start with a trial period
You don’t want to get stuck with a long contract and then decide you don’t like a certain company. Look for companies that offer trial periods so that you can avoid this risk. Alternatively, look for a company that never makes you commit to a long contract.
Contact Doxa7 for help with Business Process Outsourcing
BPO can help you expand your business while also protecting your bottom line. At Doxa7, we are a global business services firm that is dedicated to improving workflows and outcomes for small and medium businesses. We can provide the infrastructure, tools, and resources you need to compete with the giants in your industry.
Reach out today for a free consultation. We never make you choose our company in the dark – you can also opt to interview two to three candidates to get a feel for our professionals and we provide free process optimization for teams of five or more. To learn more, contact us today.
