Turning to outsourcing and remote hiring can quickly grow your team by adding qualified and experienced sales or customer service reps from around the world. While there are many benefits of outsourcing employees, it also comes with challenges. One of the most critical challenges is training outsourced employees no matter if they’re in-house, offshore, or outsourced.
If you’re trying to figure out how to manage outsourced workers, here are nine tips that will keep you from pulling out your hair.
1. Deliver consistent training—often
Training should never be a one and done process. In fact, outsourced employees should receive specific and consistent training as often as your in-house employees. Because your company is constantly changing, outsourced workers need to stay in-the-know with new products, services, or processes so they can deliver a consistent experience.
2. Track progress without micro-managing
You need to know exactly where each employee is in their training, but you don’t want to frustrate team mates by sending dozens of emails each week requesting updates. Start with a training system that streamlines tracking so each employee can mark their own progress without feeling micro-managed recommends Fox Business. You’ll build trust and quickly figure out who needs a little more help to stay on track.
3. Get feedback from in-house employees
Before you unleash your training program on a dozen remote workers hundreds of miles apart, ask a few seasoned in-house employees to help you test it. Sitting side-by-side as you walk through the system is the fastest way to catch confusing blunders before they bog down a real team trying to train.
4. Encourage practice
At the end of the day, training should deliver the skills that every outsourced employee needs to perform. Give them the chance to apply newly learned information and tactics in practice situations before they start working with real customers or prospects. This will give you the chance to review their current skill set and provide feedback for improvement.
5. Setup a safety net
What are you going to do when a remote employee falls behind or stops checking in for a few days? You can’t just ask them to stop by your office for a quick one-on-one meeting. Make a safety net plan before you start training so there’s no feeling of panic when someone shows signs of struggling with the training process. Communicate this with the team and make sure all of your expectations are set appropriately.
6. Encourage interactivity
Want to reduce your personal training workload while getting even better results from your outsourced employees? The experts at MIT’s Sloan Management Review say to work more opportunities for interaction into your training program. By connecting moms providing customer service in their pajamas or sales people scattered across Europe, you can encourage experienced workers to help train the new additions. You’ll notice an immediate drop in the number of frantic emails you receive when a team member knows they can turn to a fellow remote employee for help too.
7. Focus on culture
Culture is extremely important. While it’s important to try to work with outsourced teams and companies who closely match your culture, it will never be perfect. That’s why it’s beneficial to help your outsourced employees understand your company culture and how you operate. International reps may also need additional training on customer demographics and general U.S. culture that they may not be accustomed to.
8. Emphasize brand voice
Outsourced workers are an extension of your company and brand. Since they’ll be working with customers and prospects, it’s helpful that they understand your company’s brand, mission, and values. This will ensure that they can deliver the customer or prospect experience that you want to provide.
9. Make it scalable
Finally, build your training materials for outsourced employees to scale properly from the very beginning. A handful of scattered emails and hard-to-update PDFs might work when you’re only bringing in one new team member, but it becomes a stressful mess when your company needs to add a dozen new employees at once. Lessonly is the perfect way to create a training program that works equally well with one or one thousand outsourced workers.
Lessonly is purpose-built to help outsourced employees Do Better Work
Customer service and sales teams across the globe use Lessonly to learn, practice, and perform like never before. Whether you’re working with a BPO or third-party sales team, Lessonly’s simple training software can help you scale training and get your outsourced employees on the same page. Learn more about Lessonly with a quick preview.