Outsourcing and Offshoring to the Philippines

 

Offshoring experts:  DiversifyISS are experts in assisting businesses establish their own offshore teams (also commonly referred to as outsourced staff, offshore outsourced staff, remote staff or BPO) in the Philippines. Learn More >

Benefits to business: The benefits of offshoring are many and include promoting growth without incurring massive overheads, operating 24/7/365 as well as achieving  increased value for your staffing dollar spend. Learn More >

Industry specialisation: DiversifyISS specialises in assisting businesses in the professional services and retail sectors with offshore staffing implementation, including strategy and planning.

Why the Philippines?: With 94% English literacy, 400,000 graduates each year and an average age of just 22 the reasons for choosing the Philippines as your offshoring destination are many. Learn More >

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What can my business offshore or outsource?

Friday, Aug 14.

Aug14

What can my business offshore or outsource?

Friday, Aug 14.

Business owners who have considered offshoring or outsourcing in the past, or have had a poor experience with it, are no-doubt curious as to how other businesses have made it work so well. This is particularly so now with the development and uptake of cloud based technology has made it easier than ever for business to develop, implement and effectively manage an outsourced or offshored workforce.

The rapid development of technology, increasing sophistication of offshore and outsourced service providers and availability of different delivery options mean that businesses can now select a solution tailored to their specific needs. Although having a wide selection of service providers and a variety of service delivery options is great for businesses it may actually create uncertainty around what option may work for them and what functions can and should be outsourced or offshored.

The success or failure of an offshore or outsourced workforce depends on a business having a good idea on what components of their business can be successfully completed offshore, Many of the stories of an unsuccessful implementation stem around businesses trying to offshore roles that should be maintained locally or trying to roll out an offshore or outsourced workforce to quickly. Either of these scenarios will likely result in failure. Understanding that not everything can be offshored or outsourced is critical to success followed by a measured, strategic and project based roll out.

This poses the questions as to what can your business effectively offshore or outsource?

A key element in the planning stage is how to strategically select which roles to outsource or offshore. The best way to start this approach is to consider the functions that are important but not critical elements to business success. These are usually core roles that support the more critical functions of the business. . Examples of roles that can (and have) been successfully offshored or outsourced include:

Administrative Services

Virtual assistants are capable of handling routine administrative tasks such as checking and answering emails daily, managing a director’s personal schedule, organising and managing a database, travel arrangements, data entry and documentation.

Customer Support

Offshoring or outsourcing of customer support has been occurring for over a decade. Many large organisations have been using offshored or outsource workforces to provide customer service in the form of phone or online support. A major benefit of offshoring or outsourcing customer support is the increasing importance of being responsive to customer queries on a 24/7 basis.

A number of US-based companies have transferred some of their customer support responsibilities to different outsourcing companies like those in the Philippines, where employees have a high proficiency in American English.

Accounting Solutions

Most, if not, all companies require assistance in accounting or finance. Whether it is for recording financial statements, payroll, bookkeeping and other accounting tasks. Businesses, especially start-ups, tend to neglect this task as they are focused to running the core operations of the business. As a result, they end up struggling to keep up with compliance requirements when they are about to undergo auditing. This is where outsourcing comes to the rescue.

Creative Solutions

Businesses outsource or offshore their visual and content requirements for branding. This includes graphic design for both offline and online marketing purposes.  This can include logos, banners, flyers, brochures, magazines and posters. Creative solutions also include content development such as blogs, articles for press releases, scripts and web content.

Legal Process Services

Law firms have been utilizing offshore and outsourced resources to reduce the administrative burden on local resources, Tasks that can be undertaken offshore include simple documentation development, precedent and workflow development, legal research, word processing, and data entry.

Marketing Support

Businesses have ventured on to boosting their marketing efforts through outsourcing, especially in the digital marketing field. Executing search engine optimisation activities, rolling out email marketing campaigns, social media management and online advertising are just a few of the marketing support services that can be offshored or outsourced.

Outsourcing and offshoring can be an effective way to grow your business and increase competitiveness in your industry.

Although this is the case it is important to understand that there is no ‘one size fits all’ way of doing so. Diving into the process without investing any time or effort in determining what you can offshore or outsource will result in a less than desirable result.

A measured, strategic and planned approach to offshoring and outsourcing will provide positive results. Start small and identify roles that can easily be offshored. Achieve success, secure organizational buy-in and then scale-up as your understanding and knowledge base increases. This is the benefit Diversify provides. We work with you right from the beginning in growing your understanding before you jump in.

It is important to remember that the tasks you should consider outsourcing may vary depending on your industry. For companies planning to use offshore labour, it is advisable not to pass on tasks that are highly critical to the company’s main strategy, especially at the start. Create a plan, budget the costs and document what success will look like before embarking upon your outsourcing or offshoring journey.

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Use of technology when offshoring and outsourcing

Wednesday, May 20.

May20

Use of technology when offshoring and outsourcing

Wednesday, May 20.

Technology is the backbone of any outsourcing or offshoring activities and with that in mind it is useful to consider the technology related tools that are available for use when outsourcing/offshoring.

High speed internet/direct links

The speed and quality of your connection is the most important consideration when considering offshoring or outsourcing.  Sometimes when an internet connection alone won’t provide the security or speed you are after a direct link may be the solution.

Cloud computing

One of the biggest attractions on offer is cloud computing.  When done well this can considerably speed up your offshore computer network working far faster and more efficiently than a remote access solution. 

Digital Data

The move towards paperless or at least “less paper” offices means that more and more information is available to us electronically which in turn means we can usually access it from any place at any time. There is no doubt that cloud computing and digital data are two of the big enablers for distributed workforces.

Video conferencing

There is a range of video conferencing software solutions available ranging from the basic and free (skype/vsee) to commercial integrated solutions.  These have opened the way to communicate and collaborate with staff any-where at any time (subject of course to having a reliable internet connection).

Employee monitoring software

There are a range of software programs that allow you to remotely monitor the websites your staff visit, take random shots of their computer screen and otherwise oversee productivity.

Internet cameras

Cameras can help greatly both with communication and also general supervision.  Ceiling mounted cameras have become common in many offshoring facilities as they assist greatly with staff supervision.  Some clients even replicate this set up locally so that their offshore staff feel more connected to their local workforce.

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The importance of training when offshoring/outsourcing

Thursday, Apr 30.

Apr30

The importance of training when offshoring/outsourcing

Thursday, Apr 30.

Many companies and organisations have waxed eloquently on the value of training and how it contributes to success for both the employees and the organisations/companies themselves. The recent changes in the way the world works - expanding economies, borders becoming more porous, collaboration between cultures - corroborates this assertion. It is undeniable that most companies acknowledge  that time invested in the development of employees is critical and have one or another form of training in place.

There is also a consensus as to what results are to be expected when a premium is placed on training and development. Improved performance, increased productivity and a higher employee satisfaction achieved are some of these results. Having established these, there are other benefits observed from being immersed in an environment of disseminating knowledge and information for the last decade.

It is significant to note the distinction between just having training in place versus the provision of training that has resounding impact felt by the individual and the organisation. Below are some benefits resulting from observing the proper utilisation of training and development:

Training helps nurture initiative and loyalty

The availability of training opportunities translate the value the organisation places on the development of its employees. Training truly becomes a tool for seeing employees as valuable to the company if these opportunities and programs are malleable enough to suit the employee’s perceived and actual needs. Customisable training encourages initiative it its employees, helping them to assess their strong and weak competencies. The investment in tailored personal development aids in the discovery of the individual and their ties to the organisation.

Knowledge builds confidence

Human beings by nature require acceptance and affirmation. Weakness or a lack of proficiency at work is perceived as a trigger to be ostracised or singled out. This leads to a waning belief in the individual’s capabilities. When there are options to improve competencies and skills, even if it something as basic as being a more effective communicator, employees can see, hear and feel themselves improving - provided that there are effective evaluation methods alongside the training. This renews a belief in themselves which is the root of confidence.

Expertise is a strong motivator

Training’s primary purpose is to equip employees with the knowledge and skills necessary for performing tasks and executing business functions. Because training is a continuous path towards mastery, employees start to enjoy what they do as they get closer to being fully proficient in their desired skills and competencies.

Autonomy and self direction

Training, as touched upon on the first point, should have the latitude to be self-directed. Training should always be coupled with development which dictates the frequency and kind of learning to reach a specified proficiency level. When training opportunities are too controlled, limited or restricted, employees no longer see it as a motivator. Technological advancements, particularly in online learning or learning-on-the-go, have made development opportunities more achievable.

In conclusion, organisations that are aware of the value of training and development should take a step further and ensure that the training framework ensures continuous feedback, evaluation and improvement and that all training programs elicit the maximum impact for the employee and the organisation. Supporting and encouraging full engagement in training and development can truly reap the most benefits.

“Tell me and I forget, teach me and I may remember, involve me and I learn.”

― Benjamin Franklin

 

 

 

 

 

 

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