Read this before you outsource your tasks! (3/3)

Stage 3- Supervision

The last time, we talked about onboarding a remote team to take care of your back-end operations in the part 1 & part 2 of our series. Over the last couple of weeks, we explored the inboarding, execution and integration of a remote team into your existing operational processes. However, the real key to successful remote team utilization obviously lies in making the entire arrangement work for your organization over the long term.

Since back-office operations are an ongoing endeavour, you will need to take regular follow-ups to ensure that your functions are carried out accurately, efficiently and on-time.

Regular reporting and supervision are essential, of course. You may also want to keep the following simple practices in place to ensure organizational hygiene and the smooth functioning of your remote team. These basic administrative hygiene habits will not only help you stay on track with projects, but also maximize the value you get out of your remote services provider.

Crystal clear communication

Often, with remote teams, you are communicating across cultural and geographic boundaries. There may be a certain learning curve on both sides in terms of ensuring that the right expectations are conveyed at the right time.

As a result, it is of utmost importance that you also communicate how, when and why a particular process or task needs to be completed a certain way. When your remote team feels like they are a part of your organizational culture, it is easier to get them to buy-in to your operational agenda.

This may seem like a frivolous thing to cater to the people that are ‘supposed’ to do the job anyway, but just like with any other in-house employee, you are likely to get better outcomes if you are able to communicate the instructions to your remote teams clearly.

When your remote team feels involved and engaged, they are also more likely to take feedback positively and promptly implement recommended changes. Clear communication ensures that you are left with very few loose ends or errors due to miscommunication.

Ensure regular reporting

When you have a robust reporting procedure in place, evaluation of your remote team performance becomes easy. Your remote team efficiency can be measured easily if you can keep track of their daily, weekly and monthly task lists.

Even better if you can tie these into your common quarterly goals. That way, at the end of the year, when you sit down for budgeting and other assessment activities, you have all the necessary information in place.

While reporting structures may be complex within larger organizations, building them into managers’ and supervisors’ daily functions is relatively simple. When creating a reporting structure and feedback loop, keep in mind and include:

• Project timelines
• Daily productivity
• Exigencies and emergency leaves
• Clear expectations on both sides
• Regular meeting rhythms
• Open discussions to voice operational challenges

Offering constructive feedback

Most remote teams are continually looking for growth. As a result, they are usually open to feedback. Back-end operations can be smooth and effortless if you can give timely feedback and set clear expectations.

Constructive criticism that focuses on issue-based improvements can go a long way towards improving the way your remote team functions to suit your needs. Regular feedback is a great way of letting your team know that you value their contributions so they can stay actively committed towards the success of your organization.

Improving the operational process

Every operational process is a work in progress.

Just like your business is constantly changing as you grow to accommodate new clients, your remote team’s operational procedures need to be updated from time to time to meet these new demands. Your remote team provider may also be able to contribute actively to improve the team’s operating guidelines by updating their ‘Best Practice’ documents and SOPs from time to time. Speak to your point of contact to see what kinds of guidelines they use with remote teams in order to ensure that back-end operations evolve in a crisp manner to suit changing client needs.