In this Q and A we’re going to answer :
- How should I resolve performance issues with outsourced staff?
- What happens to my outsourced staff if I terminate my agreement?
- If my outsourced staff do an excellent job, how should I reward them?
Transcript of the video:
David Judge from Affordable Staff and welcome to our RAW Q&A session around outsourcing.
We’ve created these series of videos for businesses that have considered outsourcing and they have genuine questions or concerns that need answering.
The format? 3 questions and 3 answers based on over 275,000 hours of outsourcing experience.
Let’s get into it
How should I resolve performance issues with outsourced staff?
There are a number of reasons you may have performance issues with your outsourced staff and these are generally the same issues you’d have with local staff.
This can be everything from attendance to issues performing their role and should always be addressed right away when you come across any performance issues.
Under our structure the client would normally contact their account manager to identify the issue and we would discuss how we would address that issue.
We always approach any performance issue from a ‘what is the issue, why did it occur, how do we fix it and how do we prevent it from reoccurring?’ perspective.
This is an important point actually, as whilst we have supervisors and other mechanisms to monitor a team member’s performance, in my opinion you should always have a local contact ‘HERE’ that you can contact and discuss any overseas staff issues. A lot of times you can overcome performance issues faster as that person acts like a bridge between you and your outsourced staff and can overcome any potential communication gaps.
What happens to my outsourced staff if I terminate my agreement?
Dependant on the termination of agreement will determine what will happen to your outsourced staff.
Generally they would be reallocated to a different client as we employ the staff full time under our business in the Philippines.
We employ a majority of our Philippines staff full time, meaning we’re obligated to supply them with a salary and benefits.
We cannot terminate their employment if a client terminates a contract with us as our Philippines business has legal obligations to that employee.
We’ve set up this infrastructure as we pay all staff benefits which means we attract higher calibre and skilled employee. It also means the employee agreements and nondisclosure agreements are legally binding.
If my outsourced staff do an excellent job, how should I reward them?
In the Philippines, Food is really important and it’s common for a client to shout lunch for a job well done, for birthday’s and work anniversaries.
With this in mind as you get to know your outsourced staff you’ll know what they need. One of our clients recently arranged a pram for one of their staff that went on maternity leave.
If you wanted to give money or a reward we prefer our clients to liaise with their account manager who would work out the logistics and delivery of the reward. This will also ensure the reward is appropriate and will get to the actual person.
Ok, that’s it
If you’d like to find out more about how outsourcing can work within your business you can call us anywhere within Australia on 1300 139 482.
This is David Judge from Affordable Staff showing Australian businesses how to achieve business efficiency through outsourcing.