Full Time Staff Engagements

Evaluate your options of in-house hiring, artificial intelligence or BPO to solve your problems. Common questions to ask yourself:

• Does in-house hiring prevent the problem from re-occuring?
• Do you have the resources and capability to set up AI?
• Do you have the processes set up for a BPO engagement?

BPO does not guaranteen success. Success is only evident from a careful consideration of internal staff structures and necessary processes to prevent bottlenecks from occuring.

Questions to ask yourself:

• Do you have the right processes in place for scale?
• Do you have the right staff to coordinate with the BPO?
• Do you have the desire to grow and scale up?

There are generally 2 types of BPO service models either dedicated full time staff engagements our output based engagements. Each have their pro's and con's.

• Full time engagements are typically more flexible
• Full time engagements can evolve overtime with you
• Output engagements tend to be cheaper but more rigid
• Output engagements give you less control

Determine risks for each provider and ensure they have specific industry experience and operating processes to prevent capability issues from arising.

• Provider must demonstrate industry experience
• See in your own eyes data security protections
• Provider must have transparent operating model

Success can only be had when both parties are in alignment of expectations and the contracting party can see actionable results. The trial is a good time to set up Service Level Agreements with the BPO provider which can ensure deliverable performance standards.

• Try before you commit
• Most BPOs have minimum periods or onboarding costs
• See in action data security and compliance maturity

The formal engagement begins with a structured onboarding process that ensures compliance, risk and quality controls procedures are properly set up.

• Clear scope of work and documented processes
• Defined service level agreements (SLAs)
• Training, systems access and integration planning

BPO engagements naturally evolve overtime. There are process changes, developments in AI for example and both parties have to adapt to changing needs. Periodic performance reporting and goal setting enables an opportunity to evaluate and analyse performance.

• Regular performance reporting against agreed SLAs
• Quarterly goal setting aligned to business priorities
• Capacity and resource planning for growth or seasonal shifts