What is the price of a missed email? An urgent phone call that remains unanswered? A confirmation text message that was not sent? In the domain of outsourcing, businesses can reap the multitude of outsourcing benefits only if the communication between the hiring company and the outsourcing third party is proper. According to the study conducted by the Project Management Institute, it is stated that “the final quality of the project and potential for the future will depend on management’s ability to prioritize communication and its quality”.

Communication failures in outsourcing occur not only because of technical issues, but also because of poor language skills, limited knowledge, cultural differences, etc.

So, how exactly does poor communications becomes a barrier to outsourcing success?

The Virtual Boundary: Time Zone Differences and Delays

Companies are partnering with BPO service providers in different parts of the world to access seasoned professionals and cost benefits. However, there are some hidden challenges associated with this type of outsourcing.

Imagine that a critical issue arises while you are working and you need immediate assistance from the outsourcing partner, but the outsourcing staff is unavailable due to being asleep. What would you do? What if your feedback email gets lost in the flood of morning emails?

Hard work is not what matters here, but innovative work. You can think of smart methods to eliminate this challenge.

Language Fluency: More Than Just Vocabulary

English is a language that facilitates effective communication in outsourcing projects. As this is a global language, it is widely known and increasingly being used by many. However, while English serves as a core connector, it sometimes poses barriers.

For example, the data expert in the outsourcing team understands the technical document in English but finds it challenging to comprehend the idioms or colloquial terms. This will definitely create issues in the project if the team proceeds without further clarification on those non-understandable terms and usages.

Therefore, language proficiency can become an obstacle to project success if open dialogue is absent. To overcome this, both parties must use clear and straightforward language while communicating.

Assumptions: The Hidden Threats

Assumptions are cracks in the foundation. They will remain unmet until you meet a missed deadline or issue with the partnership.

Clients often think that what they think is important is also critical for the vendor. For example, a client outsources their customer support operations, and for the client, a fast and minimal response is what matters. However, the vendor assumes that a detailed response is more important. Thus, a significant contradiction arises, and the client may revoke the contract since their goals have not been met.

Another common misconception is the notion that deadlines are merely guidelines. The client may set a deadline, but did not say a word about it in the later communications. Then, the vendor assumes it can be pushed to another date. However, only at the end did the vendor realize that it was not possible to extend the deadline, as it was a firm one.

In short, every unspoken assumption will widen the gap between what the client needed and what is delivered.

No Feedback: The Price of Silence

Feedback is one of the essential factors that contribute to the success of a project. Hence, when the feedback is absent or unclear, it will have adverse effects.

Clients may sometimes hesitate to provide negative feedback, thinking it is rude. On the other hand, vendors might avoid asking for feedback out of fear. Over time, this silence will create issues between both parties.

So, What You Should Do Instead?

• Schedule regular feedback sessions to ask questions and raise suggestions before they pile up.
• Use simple language for effective communication and avoid using jargon.
• Try to document everything immediately after verbal communication.
• Entertain the cultures where queries are accepted; it will create a way for open communication.
• You have to set everything clear in the initial stages itself – the objectives, formats, deadline, etc.
• Be conscious of your tone and clarity. Use a tone that shows respect.
• You can conduct training to enhance employees’ communication skills.

Final Thoughts: It is not Where You Are, it’s How You Talk

Communication has a significant role in outsourcing. It is not the time zone differences, cultural differences, or any other things that cause failure. But the questions, doubts, and suggestions that are not discussed.

So, next time, when you are partnering with a business process outsourcing service provider, keep in mind the information that you got from this blog. Thinking of a BPO partner who can ensure both quality services and maintain seamless communication throughout the project? Then, we can help you. Drop your requirements to [email protected] now!

Tumkur, S. V. (2005). Effective communication for successful outsourcing. Paper presented at PMI® Global Congress 2005—Asia Pacific, Singapore. Newtown Square, PA: Project Management Institute.