The value of transparency in a Business Process Outsourcing ...

The value of transparency in a business process outsourcing relationship with clients ? how to get the wahoo effect after going through difficult times?

(Dreamstime)

Transparency in the client-vendor relationship in the multilingual Business Process Outsourcing industry has become as important these days as value-for-the-money services and high quality customer satisfaction ratings.

Until the financial crisis of 2008 the topic about business transparency as a competitive advantage was rarely on the daily agenda of CEO?s and Sales Managers. The reason for that is that back in that period most companies could afford to hire and fire numerous business process outsourcing providers without this having a big impact on their business. Since the business process outsourcing providers were used to clients working with their competitors on the same project, they took additional measures to preserve their Know-How and employees, as well as allocating resources from projects that were deemed too uncertain.

After the financial crisis in 2008 both potential Clients looking for Customer Care services and Business Process Outsourcing providers had to change the way they do business. Companies looking to outsource their multilingual Customer Service often need to ?make this right? from the first try because any disruptions of services and complaints from customers may damage their brand and reputation irreparably. On the other hand Business Process Outsourcing providers have to use every single competitive edge they have to win contracts and new clients ? including significant increase and innovation in the quality of the multilingual Customer Service and facilitating productivity performance improvements.

Transparency is the only real way to build a business relationship that will last ? assuring long term stability when it comes to multilingual Customer Care for the clients and business growth for the Customer Service providers.

(CallPoint)

The integrated production process refers to achieving business relationship transparency during the Customer Care project implementation phase. The Outsourcing of a Business Process is not simply a client-vendor-services-rendered relationship ? it?s a long term strategic partnership for both companies and its outcome affects both parties significantly. This requires a more integrated approach to building transparency and trust and it requires active participation from both parties in the project implementation of the Customer Care service.

What is more importantly ? transparency and building rapport between the client and the multilingual Business Process Outsourcing provider has to be a structured process for both parties and an underlining work ethics in all communication ? from the initial sales and contract negotiation, the Customer Care project implementation, to the staff hiring and the Day-To-Day operations/reporting/quality assurance.

(CallPoint)

Sharing information and Know-How between the Client and the multilingual Business Process Outsourcing provider is the key factor in dealing with business uncertainty and the long term stability of the Customer Care project between the two companies. The more the Business Process Outsourcing provider is open about both the challenges and strengths of the project, the less is the Client inclined search for alternative options from competitors.

The most important thing about establishing a culture of transparency between the Client and the multilingual Business Process Outsourcing provider is that it goes both ways. Not only the Customer Service provider is more proactive in identifying issues and resolving them, but the Client itself has the incentive to promote business stability by stating and resolving concerns when they arise.

Please feel free to share your own views on business transparency and how your company communicates with both clients and vendors.

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Source: http://www.multilingual-bpo.com/the-value-of-transparency-in-a-business-process-outsourcing-relationship-with-clients-how-to-get-the-wahoo-effect-after-going-through-difficult-times/

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