Podcast, Remote Working

Outsourcing Remote Resource and Scaling Quickly – GQ Fu – LTV Plus

Working with remote teams often means compromising and entrusting a part of our business operations, communication and partnership are key components to carry on with a smooth workflow - but sometimes we need more than a small team to operate properly, and we need to entrust a bigger part of the operation to a whole business remotely. Today in The Human Behind the Screen we’ll dive deep into remote businesses and partnerships with GQ Fu, co-founder of LTVplus, and expert in outsourcing and remote operation with businesses and partners.

Outsourcing and Partnering

Getting an outside team can be advantageous for a broad number of reasons, but when you need experts on a specific area or task then you need to entrust that wing of your project or company to an outside team that operates as their own business. This allows your business to tap into tried and tested lines of work processes that otherwise would be too alienating to your current teams and professionals. For GQ, this is key in today's remote work environments “...because they already have a lot of experience in that area. Let's just say so for example, for us, it's customer experience. Now, if you know you're just starting out or if you've been doing customer support customer service for your business for a while, but you just want that additional edge, but you're not exactly sure how to do it. And also, maybe you want to scale your team very quickly.” “That's kind of where outsourcing comes in. You're able to tap into tried and tested processes that are able to tap into train men. How're you also able to tap into experiences that a partner would have had worked with multitude of clients. So outsourcing really, essentially is just having a partner help you with a certain aspect of your business and helping you thrive in it, even if you didn't really know how to take it to the next level resemble there, there was also one other term that some people might have come across that is called out stuffing as well. So that in that sense for all stuffing for a definition would just really be having personnel that's from the partner's company to work for you dedicated that that's it. But that doesn't really include the consultancy layer to it.”

Incorporating an Outsourced Business into your Company Culture 

When working with an outsourced party it’s always important not to necessarily view them as an external party all the time. The further that you can embed the partner that you have in your company, the easier it is for you as a business owner. Because at the end of the day, communication is imperative for a successful business on-site or abroad, “...You want to make sure that they are integrated with your communications systems. So that you can have, I guess, a quick response that you need. So another thing that would really help with outsourcing is to just really have all your documentation and processes shared. Well, to a degree that you know, that is not breaching security. So in the sense of preparing all your product knowledge, I guess, like a knowledge base.”

“So if you're going to outsource customer support, for example, you would already have your knowledge base set up, share the documentation and give as much insight and info to your outsourcing partner so that they can take that and actually send that into training materials that could help better train the agents that are going to onboard for example, and also by you sharing being open and you know, ready to share your information with the partner under an NDA. They will be able to help call it and see there are better ways for that to improve your current processes, right so they can see your documentation and say that we could possibly improve some of the protocols“. 

The more open our company or business is, the better things will flow in terms of outsourcing. It’s also important to keep our expectations in check, for GQ Fu this is a crucial step when outsourcing; “...you need to understand what are you exactly outsourcing, of course, that idea will grow because you're not exactly sure from the beginning. And that's why you have to speak with a partner to figure that out. And a good partner will help you understand what can or cannot be done. So once you have that in place that will give you a better set of expectations as to what you can really achieve out of outsourcing. So if someone you know is just looking to outsource level one support, for example, and they establish that expectations with outsourcing partner, they know that they're set up for success. They know that whatever else outside of that they'll take care of it and if they want to take it further. They just have to be very clear and understand what can or cannot be achieved. And I think also the good part about outsourcing is that once you had that, that part, so the initial onboarding period is kind of where that where you as a business or as the party working with a vendor, you need to make sure that you are present to help the outsourcing partner in the initial, say, one to three months or depending on how long it takes to really onboard that aspect of your business. Once you do that, and you do it well, from the beginning, you can pretty much take a step back and just track the results and let the outsourcing vendor take care of that for you from that point.”

Bridging the Gap Between Different Environments

When hiring an outsourced team, for example, our role as a company is to accommodate them as much as possible, and make sure their workflow comes off smoothly and intuitively without disrupting their performance or your employee's workflow. For GQ, at the end of the day it’s all about having them be treated as any other colleague or employee, “...You know, you're not really Oh, this person is not from my company, therefore I treat the person differently because, you know, you just multiply your team, you're having different people in place. But that doesn't necessarily change the dynamics of how you, you know how you work with people. So the further that you can integrate with that, at least on the side of principle is hiring outsourcing team, the better results that you'll get and you know, just involved in with your day to day, I guess, even for meetings, there could be you couldn't have them join in at a couple points of different meetings if needed, like if needed done, but it's really all of it.”

Finding a common “Workspace Language” 

When combining multiple environments more often than not it can be hard to find a communicational middle ground where everybody is fluent and comfortable with the way they speak, communicate or express themselves. But sometimes having different communicational tones can lead to different ideals being expressed, and to GQ this is a natural process that needs its own space. “...people naturally will kind of find their way or on how they will speak and they as much as people may have differing opinions and that's it. What you wanted your company because you always want different opinions about different things, people will naturally find their own voice, people will be talking and joking about different things. And we just let the magic happen of its own people will just like start coming up within, let's just say, in company jokes, inside jokes, you know, like, that's one of the things that we find like people will start randomly calling people different nicknames, like your whichever, like, it just really comes out of the natural conversations that people have it. Yeah, you'll be surprised just by letting it take its own life a typical life of its own.”

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