BUILDING MUTUAL TRUST
The first step in starting a partnership involves discussions between Runway COO and the client regarding what a BPO partnership will entail and defining the client's outsourcing service requirements. Runway strives to provide tailor made services on a partner-to-partner basis, which is why building mutual trust is of crucial importance for a successful partnership, and it starts with the very first step. A partnership based on mutual trust is a cornerstone of our service provision model, as it implies that all else will also be done in a manner that honors this trust. By receiving reliable information from our clients, we are able to identify the best possible outsourcing strategy, give reliable figures regarding the preparation required and present our clients with a realistic expected “go-live” date estimate.
To fully understand our client's business process outsourcing goals and requirements, we need to familiarize ourselves with their company and understand the current business process management model. In order to do so, we will require information regarding various aspects of the current BPM model and the required BPO services. The information gathered will be analyzed using a well established methodology, developed and perfected by Runway over the years of providing high quality, cost-effective BPO services to numerous clients in the Nordic and other European countries.
Business Process Management Model
With regards to the current BPM model, we will need to learn about how our client's business processes are structured and managed at the moment, what are the current KPI results as well as the peak business hours and various other business performance indicators that depend on the particular nature of our client's business. This will help us evaluate the required service complexity and estimate the approximate workload and working hours required from our service team(s).
BPO Service Requirements
As for our BPO services, we will need to know what type of services are required, what are the necessary service languages, the required employee profiles as well as the expected quality standards, service speed and the go-live date. This will enable us to assess the time and preparation work needed to initiate service provision as well as the quality monitoring and assurance processes that need to be implemented. If the client is unsure about the best BPO solution, we can also analyze the information gathered to help them decide on the most appropriate outsourcing solution, which will suit their specific needs and yield maximum benefits for their business.
DEFINING THE SPECIFICS
Defining the overall goals for business process outsourcing is of crucial importance, as it enables Runway to tailor our service offer in a way that emphasizes these goals. Other details defined during this step include the expected KPI targets, required employee profiles, the reporting processes, expected go-live date, payment model and other specifics relating to the necessary BPO services. The details defined in this step will then be incorporated into the partnership agreement documents, thus ensuring maximum clarity and transparency for both parties involved.
PRESENTING AN OFFER
Depending on the efficiency of the communication, the size of the project and the readiness of the client, the first offer could be made even as soon as a week after these discussions have begun. Once this has been done, negotiations of the terms and conditions of the contract and the second stage of starting a partnership can begin.