By Allwell Nwankwo

Outsourcing is one of the biggest business discoveries in the last two decades. In simple terms, it means handing over the management and execution of some business processes, functions or services to another organisation that has the expertise in handling such things.

In Nigeria, many organisations have discovered that it pays them to outsource security, transportation, call centre operations, customer service, among other things.  Even the provision of drivers, security men, bank tellers, receptionists, secretaries, sales staff can all be outsourced.

No doubt, outsourcing has its advantages.  It reduces the cost of doing business, allows the client organisation to focus on its core business, brings some expertise into the business and expands employment opportunities.
The flip side though is that, sometimes, it could be a challenge to get outsourced employees to deliver service to the satisfaction of the client organisation and its customers.  For instance, sourced security men may not fully appreciate the need to be courteous to customers, bank tellers may be rude, indifferent and slow and drivers may abuse other road users, not minding that they drive branded company vehicles. All this could be as a result of ignorance, poor attitude to work, lack of job satisfaction, lack of motivation to key into the service vision of the company, etc.

Unfortunately, customers don’t care whether the employees serving them are outsourced or not.  Once such employees misbehave, it is the organisation that suffers a damaged image.

Here are some tips you could use to get the best out of your outsourced staff.

Organise induction for them Often times, organisations let outsourced employees loose on their customers without proper induction.  This is more often the case with drivers and security men.  It ought not to be so.  You need to execute appropriate induction for your outsourced staff.  Let them know how you expect them to relate to customers, your own employees, visitors, etc.  Show them the way you do things. Share your corporate vision with them and let them see how they can help to achieve that vision.

Train them
Truth is that a lot of outsourced employees have not been adequately trained by their employers.  Even when they have been trained, their training may have been too general.  You still need to train them from time to time to upgrade their skills.  Alternatively, you could get their organisation to train them.

In any case, it is still your duty to ensure competent people work for you.

Define work relationships
Sometimes, outsourced employees believe they owe allegiance basically to their employer – that is, the supplier organisation.   You need to let them know those who have authority over them among your own employees.  They need to have a clear reporting line.

Monitor their performance
You need to appraise outsourced staff on regular basis to ensure they deliver consistent service to your organisation and your customers.  Also pay attention to customer feedback concerning them.  It may shock you to discover that your outsourced security men ask for tips from customers before providing parking space.  Sometimes, the security chaps prevent customers from coming to do business.

Reward top performers
It will be a great idea to reward top performers among your outsourced employees.  Make them feel that their contributions are appreciated.  For instance, while giving end-of-year gifts to your own employees, extend similar gestures to your outsourced staff.

Exercise your right to fire them
Don’t hesitate to send those who perform below expectations back to their employer.  You cannot afford to keep people with poor attitude to work.

Treat them like your employees
Expect high standards from outsourced employees.
Treat them the same way you’d treat your own employees.  It makes no business sense to put up with unacceptable behaviour simply because the culprit is not your regular employee.

Insist on Fair Treatment
You need to ensure that your outsourced employees are fairly remunerated by their employers.  Some supplier organisations exploit the burgeoning unemployment situation to pay mere pittance to their employees.   Dissatisfied, poorly paid employees cannot deliver great service to your customers.

Remember that outsourced employees are an extension of your company. After all, they represent you and you ultimately pay their wages.