5 Reasons your Decision Not to Scale with a Managed Service is Based on Fear

Published on Sep 26, 2017 by Maryann Thomas

The main reasons for scaling your business with a remote workforce are related to productivity and results, not costs.


A recent conversation with one of our B2B sales executives revealed a common objection among potential prospects. Several business owners were deciding not to outsource based on fear rather than educating themselves on the current reality of remote workforce solutions.


Intrigued, I did some digging up to understand where this sentiment came from.


The increasing need for companies to become more efficient with their customer service led to the invention of the call center in the 60’s (and extended well into the late 80s and early 90s). It involved large office spaces which employed agents whose purpose was to respond and resolve customer queries. There were so many companies outsourcing customer support to India and the Philippines, that the quality fell and companies began to lose clients because of the poor quality of service. Outsourcing began to develop a negative reputation associated with cheap labour, low-skilled service and poor value.


However, the reality today is different and data shows that remote jobs are increasing and positively contributing to the economy.


The table below, which was produced by the U.S. Department of Labor and Forrester Research, Inc, shows that outsourcing is no longer about low paid customer support work. Architects, life scientists and coders are just some of the technical positions that are outsourced.

 

Job Category

2000

2005

2010

2015

Management

0

37,477

117,835

288,281

Business

10,787

61,252

161,722

348,028

Computer

27,171

108,991

276,954

472,632

Architecture

3,498

32,302

83,237

184,347

Life Sciences

0

3,677

14,478

36,770

Legal

1,793

14,220

34,673

74,642

Art, design

818

5,576

13,846

29,639

Sales

4,619

29,064

97,321

226,564

Office

53,987

295,034

791,034

1,659,310

Total

102,674

587,592

1,591,101

3,320,213


So, why is it then that the companies are still scared of contracting remote workers.

Here we break down the reasons business owners are reluctant to outsource, and explain why their fears are unfounded.


I will lose control of the business


One of the main issues that emerged in conversations with our clients is that they’d lack of sense of ownership if they outsourced.


International cloud-based workforces now have more tools at their disposal than ever before. For instance, using a CRM software like HubSpot can allow managers/leaders to record and analyze 100% of their customer interaction and call software systems such as RingCentral have screen-sharing options to resolve client problems in real time. This in turn will improve customer experience, usage rates and boost levels of client satisfaction.


With a little bit of forward planning, one can easily find and deploy the right tools and resources to manage your remote team efficiently, allowing you to enjoy increased control.


I will be unable to effectively communicate with my team


Skeptics should note that cloud software has evolved to a great extent and the options available to connect and communicate with remote employees are completely different from all those years ago. Take project-management tool, Wrike, for instance. It helps your remote workforce track various project milestones and deadlines, allowing you get an overall view of workflows, responsibilities and schedules.

Google’s cloud-based apps (available under the umbrella term, G Suite) can improve internal communication by hosting all your documents in one place - Google Drive. You can organize meetings and/or sales calls over Hangouts, send automatic email invitations using a shared calendar, and share and edit multiple documents on the go.


98% of employees say that collaborative software make it easier to build relationships with co-workers and almost 50% pick up the phone more regularly after using the technology remotely. In other words, remote workers become more connected with their teams precisely because they aren’t in the same office as them. (Quartz)


It is too difficult to manage people across time zones


While managing people across the world can make it hard to coordinate workflows, there are plenty of useful cloud-based software available to make it much easier. Take RingCentral, for example. The communications-platform can enable you to host and join video conferences, meetings, events etc. all with a click of a mouse, no matter where you are based!


Outsourced employees will be low-skilled


One of the big advantages of remote workforces is the opportunity to hire previously inaccessible talent from an international, diverse talent pool which provides the potential for growth and expansion into new markets. Moreover, there are plenty of online resources available today, including training videos, seminars, blogs, online exams and tutorials which can easily be shared across departments to train your team.


Outsourced employees will not understand my target audience


Current remote employees could not be more different from the masses of outsourced workers from a couple of decades ago. Today’s remote workers are much better connected, thanks to globalization, the internet, social media, and instant access to distant societies at the click of a button! They are more likely to understand the different work cultures of international colleagues, and more willing to learn from them. Given the right tools and technology, they can more easily collaborate with and understand their colleagues.


No longer a Plan B


Companies need to innovate in order to continue growing and those who do not will quickly fall behind competitors. Take a hypothetical example of a group of wealthy business men in the early 1900s. They decided to invest in a stable with horses, because it felt like the right thing to do at the time without realizing or failing to acknowledge the dominance of the automobile.


Fast forward to the current day, and it is clear that people are still basing decisions based on what they know, and unwilling to step out of their comfort zone to embrace a new way of working. Using a remote workforce is not just an effective way to cut costs, but it also shows that a company is embracing change and adapting to the new and evolving requirements of the digital age.


The main considerations while hiring remote workers shouldn’t simply be about cutting costs. Rather, it should be seen as a solution to employ highly skilled talent that can help your company grow and thrive - leading to a low churn rate, high levels of retention and ultimately, higher revenue.

 

Use Remote Working Solutions to Scale your Business and Improve Operational Efficiency

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