Leading Edge June 7, 2015 No Comments

How to build teamwork in outsourced tech support

How can you keep you team together, especially if some members are on a different continent? Working with team members who have been outsourced can present a unique set of challenges in the modern workplace. But it is possible to make it work, even with time zones, oceans and cultural differences to transcend. Even though some factors that may seem like hurdles, with the right attitude, systems and access to technology, it is possible to build a strong team environment with outsourced employees.

To succeed in business, it’s essential that you can build teamwork within your off shore tech team. The business process outsourcing (BPO) industry is established practice these days. Considering its 20 year span and high revenue to be gained in both countries, BPO is here to stay. BPO can save your business a lot of money, as well as providing salaries for a host of employees, and quality service to your customers. Just because it is the cost-effective option does not mean you need to compromise on quality.

Here is Leading Edge’s guide to building the right team for your outsourced tech project. This comprehensive guide covers building your team and maintaining a culture of communication and shared goals:

1 – Pick the best person for the job

During the interview process, you should ensure your future employees posses the following qualities. Firstly, it goes without saying they need to have the skills and technical knowledge to get the job done. Secondly, make sure they can work well as a team member, even when unsupervised.

It can be a good idea to hire through recruitment agencies. Several are specifically designed to handle offshore outsourcing. This means they are well aware of the specific traits required in BPO employee, and will be able to make a shortlist before you interview. By taking time to thoroughly interview, you can get your team off to a good start with solid, trustworthy members.

2 – Communicate as a team

Encouraging a process of communication is a great way to build a cohesive team environment. By keeping your overseas employees informed, you can make them feel as though they are part of the team, even if head office is in a different time zone. No-one wants to feel isolated, and this step is excellent for team morale. It also has the benefit of keeping you in touch with everything that is going on in your business, no matter where it is happening.

3 – Keep your employees happy

Communicate with your employees and ensure they are doing well. This will translate to a job better done for you and your business. It may cost you a few extra dollars, however the benefits can far outweigh this small cost. This is particularly true for customer service roles. Happy customer service staff will lead to pleasant service, which in turn can lead to repeat business and referrals for you.

4 – Have realistic processes in place that measure performance

In order to make sure work is going on, it’s a good idea to have processes that compare everyone’s performance. You may choose to set KPIs, or WPIs. Another option is to get trusted senior staff to report on the performance of each staff member. Some companies even get employees to sit online quizzes to ensure they are on the same page. Whatever you choose, be sure that your expectations of your staff members are realistic.