Attractive cost benefits offered by offshore outsourcing may still be the main driver behind the outsourcing initiative, given the status of today’s global economy and the rising competitiveness in the global market. However, no business deciding to outsource would certainly want to lose any foothold on customer markets due to sub-par outsourcing services. As such, outsourcing service providers are constantly under pressure to deliver services according to the client’s quality standards.
Quality assurance in outsourcing services should not be taken lightly as it can affect several very significant aspects:
Most outsourced processes— like Customer Support or the Contact Center— directly impact the experience of the client’s customers. If the quality standard of the process/service is maintained or improved even after outsourcing it to an offshore location, this could help boost the image of the client’s company or brand.
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With an effective quality assurance plan in place, both client and outsourcing service provider are able to recognize and resolve any production or operational efficiency problems that might arise. This is the way flaws, issues, and other problems are dealt with, contributing to overall operational efficiency.
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With quality standards maintained in the services and products of the client’s company, customer satisfaction and perception of the brand also improves, thereby contributing to the company’s competitive strength.
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As quality standards are maintained in the outsourcing project, the relationship between the client and the outsourcing service provider will naturally flourish as well. The service provider is able to deliver the required outsourcing services to the client and the client reaps the benefits of outsourcing. This way, both parties are able to benefit from the outsourcing initiative.
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