How To Deal With Back Office Outsourcing
When people say “outsourcing”, it can’t be helped that most would associate it with either customer service and call centers OR IT development and support departments. In truth, you can actually outsource jobs that don’t necessarily define your business. Whether it’s for the purposes of just saving on costs or for the sake of getting better quality work, Back Office Outsourcing is definitely a viable (and sometimes, practical) reason option for most businesses.
By definition, back office outsourcing is simply back office work outsourced to another company (in this case, specifically to outsourcing companies or staff augmentation companies like us). Essentially, the back office is made up of people and roles that don’t have to face the business’ clients. This can include jobs in human resources, jobs that are administrative in nature and any other support role that doesn’t have to face clients. In a nutshell, back office work doesn’t necessarily define the business’ identity or its role to its target audiences, BUT they’re essential to its survival as a company.
That said, there are a few things you have to consider before working with companies that give you the option to outsource back office work. Since the survival of your company depends on these tasks, it’s crucial that it’s done in excellence and superb quality. Here are three main considerations you should make before moving forward with back office Outsourcing.
Consider the Working Model and Technology
It’s essential to know how your outsourcing provider works and what kind of business model they have. Does the outsourcer’s business model look simple and easy to follow? Or is it convoluted and has too many requirements? Do they have automated options? Or do they have to hire another person to help handle these back office requirements?
Knowing how your potential provider operates can give you an idea if you’re spending more for relatively menial work or if you’re getting more value for your money. Also, it also gives you the ability to compare with other providers and find out which model works for you and which one provides the most convenience.
Everything SHOULD be Results-Based
Even with back office work, results are to be expected. The reason behind this lies in the issue of whether or not you’re getting more value for your money. You don’t want to spend so much on something that’s going to be considered “menial” work after all. But how does one establish whether back office work produces “work”? Finding the right key performance indicators for outsourced back office work might seem tricky, but it all boils down to one word: efficiency.
How long does it take for papers to be processed? Does IT support personnel in charge of a specific software or platform your company uses (the Intranet, perhaps) respond in a prompt and timely manner? If so, how many of these are responded to in a day?
Having a clear set of goals and establishing the right KPIs don’t only tell you if you’re getting your money’s worth? It also tells you how effective your provider is in terms of back office work and whether or not you should find another.
How Do You Monitor Them?
Just like how you monitor regular outsourcing jobs, you need to know how you can monitor back-office work. Based on the premise above however, having a set of goals and key performance indicators gives you something to look forward to but how should it be presented?
This is done through a carefully crafted set of reports that you can see according to your preference (perhaps monthly or bi-monthly). When getting a back office outsourcing provider, make it a point that they have good reporting options.
Remember, while they don’t define your business identity nor establish your importance to your target audience, back office work is a necessity if you want your business to survive. Treat it like how you outsource your main services: with careful consideration.
Do you have any stories about back office outsourcing? Any kind of experiences that you’d want to share? What other pieces of advice do you have? sShare it in the comments section below for discussion!
If you’re interested in outsourcing your back office work to us, we’d be more than happy to oblige! Send us a message or give us a call and we’ll definitely get back to you as soon as we could.