What management and motivation challenges do outsourcing companies face with their staff?
The motivation and management of staff is the greatest challenge facing any outsourcer today. People are your greatest asset and the only true differentiator from other providers. Technology can be had by anyone, but people make the difference.High turnover, retraining, career pathing and shift work are the primary issues that outsourcers and employees face. If an outsourcer has an attrition rate of 25% or less per year, has a tenured management team and a tenured client base then you know that they have been very successful in managing issues facing our industry today.How can outsourcers and clients ensure a fair partnership agreement? As an outsourcer, before we enter into an agreement a series of questions is drafted up for the client. The questions cover anything from product knowledge to call statistics. Answers from these questions are used to help outline a Statement of Work (SOW) which, when completed, then constitutes the core component of an agreement.As part of this process,
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