FourEyesSquad

 About a couple of years ago while working as a Director of IT for one of the largest mortgage firm in the Midwest, I was given an initiative to Project Manage an outsourcing project. 

Months prior to hiring the BPO vendor and while in the initiation process of the project with the stakeholders, one question that kept coming back that no one can quite provide a solid answer is: TO BPO OR NOT TO BPO?  Issues stemmed from patriotism to potential management nightmare, though what originally brought us together on the table was the creation of a cost-effective and efficient process that will catapult the company to the next level.  To make the long story short, the Executive Team just let it through without having a solid definition of the project.  It was a couple of hundred of thousands of dollars later and 3 months of process mapping and offshore personnel training until the executive management realized that our product and services does not quite fit to be in BPO.

Lessons learned included following the methodologies thoroughly for managing large projects.  The biggest lesson learned was to keep in mind that not all processes can be outsourced.  Our mortgage product still contains a lot of emotions in order for it to be bought by consumers because not all products are necessarily sold.  In short, there are still things that can not be scripted due to emotions that may be involved in its sales lifecycle.

CPC

FourEyesSquad.com provides BPO services to all types of businesses. Please contact us for details or call us at 800-406-4522.