Managing an outsourced team can feel like navigating a maze. You want them to perform at their best, but the distance and lack of face-to-face interactions throw a wrench in the works. We’ve seen this countless times at Manforce! Companies eager to reap the benefits of outsourcing get frustrated when their team falls short of expectations.
The truth is, it all comes down to having the right performance management systems. A B2B software company we worked with was a classic example. Despite having a talented team of outsourced developers, the project was plagued with delays and miscommunications. But, once we helped them revamp their approach, their performance skyrocketed.
That’s the power of good performance management, folks! Let’s dive into how you can get it right with your own outsourced teams.
Goal Setting: Clarity is Key
| Outsourced Team Role | Individual Goal | Company Objective |
| Customer Support Rep | Resolve 90% of customer inquiries within 24 hours | Improve customer satisfaction |
| Social Media Manager | Increase website traffic from social media by 20% | Boost brand awareness |
| Data Analyst | Provide monthly sales performance reports | Identify growth opportunities |
When your outsourced teams are miles away, crystal-clear goals are your compass. Vague instructions or misaligned objectives lead to confusion, wasted time, and frustration on both sides.
Here’s the key: Set goals that are SMART – Specific, Measurable, Achievable, Relevant, and Time-bound. Don’t just tell your outsourced web designer to “improve the website.” Break it down: “Increase website conversion rate by 15% within the next quarter.”
It’s also crucial that your outsourced team members understand how their individual goals tie into the bigger picture of your company’s objectives. This promotes a sense of ownership.
The Power of Frequent Feedback
Think of those outdated, once-a-year performance reviews – are those really gonna cut it for your outsourced folks? Not a chance! Regular, timely feedback is the name of the game.
We recommend introducing “check-ins” with each outsourced team member. These can be a mix of scheduled one-on-ones and quick informal touchpoints, depending on the nature of their work.
The focus of these check-ins should be two-fold:
- Course correction: Is everyone on track to meet their goals? If not, it’s better to address issues early on.
- Positive reinforcement: Don’t underestimate the power of recognizing a job well done, even for small wins!
Delivering effective feedback, especially across different cultures or languages, takes some finesse. Research shows that poorly-delivered feedback can actually discourage and hinder performance, even when well-intentioned. It’s important to be mindful of cultural sensitivities and communication styles.
Motivating from a Distance
Okay, we can all agree that those office pizza parties and ping-pong tournaments aren’t going to work with a remote team. So how do you engage and inspire them?
Remember, it’s not always about the money. When it comes to outsourced workforces, consider these powerful motivators:
- Growth Opportunities: Can you offer professional development, upskilling courses, or mentorship? Demonstrating that you’re invested in their careers goes a long way.
- Public Recognition: A simple shout-out on a team call or in a newsletter for an outsourced team member who went above and beyond can be incredibly morale-boosting.
- Autonomy: When feasible, give your outsourced team flexibility in how they approach tasks and manage their schedule. Feeling trusted is a big motivator!
At Manforce, we often see real transformations when a client tweaks their motivational strategy. A logistics company we worked with implemented a “Star Performer of the Month” program for their outsourced customer service reps. Within a few months, they saw a significant increase in customer satisfaction scores and a noticeable drop in attrition.
Collaboration Tools as Your Ally
Picture this: managing outsourced projects relying only on email and the occasional phone call. Sounds like a recipe for chaos, right? Thankfully, we’re not in the dark ages anymore!
The right collaboration tools will streamline performance management with your outsourced teams. Here’s a quick hit list of the essentials, with popular examples:
- Video Conferencing: Regular face-to-face meetings, even virtual ones, are essential for building rapport. (Zoom, Google Meet, Microsoft Teams)
- Project Management Tools: Track progress, assign tasks, and keep everyone accountable in real-time. (Trello, Asana, Basecamp, Monday.com)
- Instant Messaging: For those quick questions or updates that don’t warrant a full-blown meeting. (Slack, Microsoft Teams, Google Chat)
The key is to choose tools that fit your company’s specific needs and ones your outsourced team is comfortable using. Create clear guidelines on how and when to use each tool to avoid miscommunication and tool fatigue.
The Importance of Trust and Relationship Building
You can have all the fancy goals and tools in the world, but if there’s no trust in your working relationship with outsourced team members, you’re headed for trouble. Here’s why it matters:
- Better Communication: When there’s trust, people are more likely to be open and honest. This is key for addressing issues quickly and overcoming any misunderstandings.
- Greater Collaboration: Teams built on trust are more willing to share ideas and go the extra mile, ultimately leading to better results.
- Increased Accountability: Outsourced team members who feel valued and trusted are more likely to take ownership of their work and deadlines.
But how do you actually build that trust, especially across distances and cultural differences? Here are some tips from Manforce’s playbook:
- Focus on transparency: Be upfront about expectations, challenges, and changes in plans. Don’t leave your outsourced team in the dark.
- Recognize and Celebrate Successes: Acknowledge even small wins – it demonstrates that you value their contribution.
- Address Mistakes Head-On: If something goes wrong, use it as a collaborative opportunity for improvement, rather than assigning blame.
Let’s illustrate this with one of our case studies. We worked with a rapidly scaling e-commerce company that used our outsourced product development services. Initially, there was tension due to mismatched expectations. By investing time in open communication and fostering a problem-solving culture, we turned things around. The outsourced team ended up being integral to the company’s successful product launch.
Performance management for outsourced teams might sound complicated, but the truth is, it boils down to clear communication, targeted feedback, the right tools, and a foundation of trust.
Remember that B2B company we mentioned way back at the beginning? The one with the struggling outsourced team? Well, after we helped them implement the strategies we discussed, their project finally got back on track. Not only that, but the outsourced developers became an invaluable extension of their in-house team.
That’s the power of good performance management, folks! If you’re ready to take your outsourced workforce management to the next level, the team at Manforce is here to help. We can analyze your current systems and offer customized strategies for success.
Let’s make outsourcing teams competitive! Contact us today.