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5 T I P S F O R O F F S H O R I N G
A T E L I E R L U M I K H A
You are planning to outsource your campaign to 

an offshore destination. 

The allure of low-cost, performance-based work 

is all too irresistible.
The good news is that offshore outsourcing is a cost effective
way to perform a myriad of back-office tasks. 

Many campaigns run year in, year out generating profit or
reducing expenses for all concerned. 

The bad news is that many fail in deployment due to lack of
planning and preparation.
This quick guide provides 5 suggestions for 

maximum success. 
Strategy 1 : 

Don’t Fire & Forget
Many outsourcers use a fire and forget method of
outsourcing, particularly if they are running a performance-
based campaign. 

Sending out an email with training materials and expecting
performance isn’t only unrealistic; any back-office provider
that doesn’t commit to really understanding your project is
very likely to fail.  

Invest the time to develop your campaign as 

completely as possible. 

Collaborate with your back-office partner.
Strategy 2 : 

Plan Like Crazy
A tight deadline often drives an unmanaged or poorly
managed program launch. 

Programs that launch too quickly sacrifice A/B script testing,
proper KPI’s, and compensation schedules that incentivize
the right behaviors. 

Hasty campaign launches only prove the cliché, “no time to
plan adequately, plenty of time for a crisis.” 
Strategy 3 : 

Customize the Learning
Study after study shows that localized learning is more
effective than generic, non-customized learning. 

Training for Americans isn’t appropriate for most offshore
destinations and may result in confusing calls. 

By wrapping certain basic elements of your campaign into
the learning and factoring in cultural considerations, your
agents will hit the phone better prepared and therefore
perform better. 
We focus on the Philippines so we often contend with
outsourcers who presume that since Filipino agents are
familiar with American culture they can be trained like
Americans. 

The fact is that many aspects of Filipino culture that 

we appreciate most signify offshore telemarketer 

to the customer. 

For example: over using honorifics like “sir” and “ma’am”
as well as a tendency toward vague rather than negative
responses on customer service calls are areas that require
attention during campaign training. 
Strategy 4 : 

Have a Deployment Guide
Deployment Guides force you to structure your campaign
launch, think through logistics, and ensure your centers are
all working in a coordinated fashion.
• Dialing schedule

• Daily shift schedule

• Approved holidays

• Handshake between opener 

and closer centers (for 

transfer campaigns)

• Dialer configuration

• Dispositions

• Dialer reporting formats

• FTP locations for verification
recordings
• Conversion (sales) definitions

• Qualification criteria

• Verification criteria

• Quality guidelines

• Script and Objections

• Script variations

• Common objections

• Objection responses

• Other

• Industry background

• Agent screening protocols

• Calibration checklists & schedules

• Commercial details & schedules
Strategy 5: 

Drive Continuous Development
Campaign management lends itself to Scrum techniques for
continuous improvement. 

Anyone who has offshored a campaign knows that the
dictums “Inspect & Adapt” and “Fail Fast so You Can Fix
Early” govern the first 30-90 days. 

The trick is to pay close attention to the 

performance intrashift and roll the lessons learned 

into your preshift briefing. 

Other tools for developing the team are quality calibration
calls, diagnostics for areas of weakness and retraining, as
well as maintaining an open door for input from the floor.  
Thanks for Your Time!
Atelier Lumikha

2/fl Sol y Mar Building

Dumaguete City, Negros

Philippines
lumikha.co

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5 Offshoring Tips

  • 1. 5 T I P S F O R O F F S H O R I N G A T E L I E R L U M I K H A
  • 2. You are planning to outsource your campaign to 
 an offshore destination. The allure of low-cost, performance-based work 
 is all too irresistible.
  • 3. The good news is that offshore outsourcing is a cost effective way to perform a myriad of back-office tasks. 
 Many campaigns run year in, year out generating profit or reducing expenses for all concerned. The bad news is that many fail in deployment due to lack of planning and preparation.
  • 4. This quick guide provides 5 suggestions for 
 maximum success. 
  • 5. Strategy 1 : 
 Don’t Fire & Forget
  • 6.
  • 7. Many outsourcers use a fire and forget method of outsourcing, particularly if they are running a performance- based campaign. Sending out an email with training materials and expecting performance isn’t only unrealistic; any back-office provider that doesn’t commit to really understanding your project is very likely to fail.  Invest the time to develop your campaign as 
 completely as possible. Collaborate with your back-office partner.
  • 8. Strategy 2 : 
 Plan Like Crazy
  • 9.
  • 10. A tight deadline often drives an unmanaged or poorly managed program launch. Programs that launch too quickly sacrifice A/B script testing, proper KPI’s, and compensation schedules that incentivize the right behaviors. Hasty campaign launches only prove the cliché, “no time to plan adequately, plenty of time for a crisis.” 
  • 11. Strategy 3 : 
 Customize the Learning
  • 12.
  • 13. Study after study shows that localized learning is more effective than generic, non-customized learning. Training for Americans isn’t appropriate for most offshore destinations and may result in confusing calls. By wrapping certain basic elements of your campaign into the learning and factoring in cultural considerations, your agents will hit the phone better prepared and therefore perform better. 
  • 14. We focus on the Philippines so we often contend with outsourcers who presume that since Filipino agents are familiar with American culture they can be trained like Americans.  The fact is that many aspects of Filipino culture that 
 we appreciate most signify offshore telemarketer 
 to the customer. For example: over using honorifics like “sir” and “ma’am” as well as a tendency toward vague rather than negative responses on customer service calls are areas that require attention during campaign training. 
  • 15. Strategy 4 : 
 Have a Deployment Guide
  • 16.
  • 17. Deployment Guides force you to structure your campaign launch, think through logistics, and ensure your centers are all working in a coordinated fashion.
  • 18. • Dialing schedule • Daily shift schedule • Approved holidays • Handshake between opener 
 and closer centers (for 
 transfer campaigns) • Dialer configuration • Dispositions • Dialer reporting formats • FTP locations for verification recordings • Conversion (sales) definitions • Qualification criteria • Verification criteria • Quality guidelines • Script and Objections • Script variations • Common objections • Objection responses • Other • Industry background • Agent screening protocols • Calibration checklists & schedules • Commercial details & schedules
  • 19. Strategy 5: 
 Drive Continuous Development
  • 20.
  • 21. Campaign management lends itself to Scrum techniques for continuous improvement. Anyone who has offshored a campaign knows that the dictums “Inspect & Adapt” and “Fail Fast so You Can Fix Early” govern the first 30-90 days. The trick is to pay close attention to the 
 performance intrashift and roll the lessons learned 
 into your preshift briefing. Other tools for developing the team are quality calibration calls, diagnostics for areas of weakness and retraining, as well as maintaining an open door for input from the floor.  
  • 22. Thanks for Your Time! Atelier Lumikha
 2/fl Sol y Mar Building
 Dumaguete City, Negros
 Philippines lumikha.co