The difference between running an office in New York and Los Angeles versus abroad is the magnitude of the savings, not the complexity of the operations.

When an organization is considering moving all or part of its operations overseas, there is a natural tendency to question how effectively they can be managed from thousands of miles away from the head office. With advances in technology and access to a well-educated and highly motivated workforce, combined with proven outsourcing methodologies, it’s no more difficult than running an operation that is located in different offices across North America or using staff from home. In fact, the offshore operation truly becomes a perfect extension of your business.

The benefits of business process outsourcing are as well known as the proliferation of outsourcing providers. However, the transition of business to a foreign location must not disrupt operations and must be transparent to customers. To ensure a successful BPO solution, the process must consist of implementation, organization, operations, and continuous improvement.

Implementation begins with understanding and planning and is successful through teamwork. The BPO provider and the client must work as a team to clearly define and document the workflow, process, procedure, cultural characteristics, and technology requirements. From this effort, a detailed implementation plan can be created. The project manager should be responsible for meeting all commitments and working with members of both organizations to ensure work is done on time and to mutually agreed upon standards. Sometimes, the client does not have established processes that he considers adequate and turns to the BPO firm to fill that gap. Examples often include the design of entry-level training programs, total quality management processes, and information solutions.

The organization of the offshore operation is designed to mirror internal operations in terms of people, proportions, processes, procedures, command and control. The BPO company must create a dedicated operating group hired and trained to the same standards as the client’s internal staff. The BPO firm then works with the client to duplicate the screening and hiring process and often invites the client to participate, especially in the selection of key staff members. Training must be delivered by professional staff members who have first been certified by the client through a comprehensive train-the-trainer process.

If there are no effective processes or if there are gaps, the BPO company can provide the client with solutions that work. Often a client will choose to have their staff members on the offshore site during the early phases of implementation. These subject matter experts serve as on-the-job training facilitators and expedite the transfer of institutional knowledge to team members abroad. The Account Manager exists to serve the customer. This highly trained and empowered specialist is more than just a BPO representative. He takes personal responsibility for the performance of the program and serves as a convenient single point of contact from implementation through the duration of the program.

Operations are simple for the experienced and proven BPO or outsourcing provider. Most BPO team members work when it is convenient for the client. They can be contacted by phone (no long distance or international dialing required), email or mobile phone, just like a customer’s staff in other locations. Since a BPO company can use the client’s systems, performance information is available when required and in the requested format.

Built-in IT redundancies ensure uninterrupted service while keeping systems and customer information secure. Since the offshore team is dedicated to the client’s program and trained to its standards, they function as the client’s in-house staff. Communications, ongoing training, reporting, performance management and problem resolution are part of the daily work expected of them. It is recommended that there be a weekly meeting between the key personnel from abroad and the management person responsible for the general operations of the client organization. The purpose is to review all program metrics, discuss upcoming initiatives, resolve issues, and provide a forum for teamwork and effective communications.

Continuous improvement is essential. To create long-term relationships, a BPO provider must do more than cut costs and improve quality. The ability to improve business collaboratively creates real value in the relationship. To facilitate this, quarterly business reviews are recommended, where both operational and senior management meet face-to-face to discuss ways to improve the business and plan effectively. This process provides a vehicle for continuous improvement, integration, and effective short- and long-term business planning and execution. It also serves as a forum for building relationships between members of the joint team.

Continuing education of offshore staff and regular team meetings designed to identify the thinking and ideas of the people doing the work also serve to create a process of continual renewal and improvement. In addition, the BPO account manager works proactively to improve the business and be a source of valuable information for the client’s administrative staff.