Be it to care for its customers or to serve the global market who may need support around the clock, some companies just have to be available 24 hours a day - even seven days a week. Be it to care for its customers or to serve the global market who may need support around the clock, some companies just have to be available 24 hours a day – even seven days a week.

In the industry of business process outsourcing which generally identifies a service that will be present regardless of current time or day – could be a personnel of a medical facility or by an automated online assistant, the ability to provide round the clock call center, customer service and technical support is just one of the elements that answers solutions to an industry challenge.

Read related article: Knowledge Process Outsourcing: Moving Beyond Transcription Services

It is common for call centers to run 24/7 this is due to, in part of a decrease in long distance call charges, which allow employees based in one continent and time zone to provide services to customers in another during the night. The challenge comes in having the human support that does not only work the long hours, but to do so with the genuine sense of service with a smile. And it can never be easy.

Read related article: Outsourcing Services Made Our Client Earn 15M

Especially with outsourcing offshore, businesses should be flexible given the time differences. To sustain relationships, answer problems and better communications – a well defined communication plan should be established to ensure a consistent coordination between the organization an its vendor.

Read related article: Outsourcing – Fullest Advantage

Author Linda R. Dominguez of “The Manager’s Step-by-Step Guide to Outsourcing” cites that, to accommodate the time-zone differences, consider the following ideas:

1) Schedule meetings as far ahead as possible to allow people to adjust to their schedules.

2) When between the in-house and outsourced teams have to be coordinated, one group is probably going to be inconvenienced; they will either have to stay several hours late or come in several hours early. One way to reinforce the team concept, partnership model, and relationship development is to rotate the timing of the conference calls or meetings so that each group takes a turn at being inconvenienced.

3) Plan for your in-house staff to shift their work hours or ocassionally be “on-call.” If someone from across the country or across the world has a problem or question that requires a response from your organization, that vendor’s work will most likely stop until the vendor receives your directions.

4) Set-up a “hot-line” that lets your vendor reach you during your working hours, in case serious issues arise.


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