How to Foster Company Culture With Offshore Staff

Company culture is often stressed in all kinds of organisations. This can be easily managed in-house, but what about offshore? No matter how menial a job is, all employees still need to work under one goal. It's easy to forget the remote staff who are tasked to churn in a set amount of work on a deadline. Here are tips to maintain your company culture no matter the location.

Alignment

 

Stringent service level requirements (SLAs) are passed on to offshore employees. BPO providers end up implementing strict performance metrics. As a result, the offshore staff focus on hitting the numbers rather than producing results. This creates a rigid numbers game that will either wear them out or get them bored.

For example, in a call centre, SLAs are focused on the speed of call handling and resolution. As a result, call centre agents get caught up in hitting their average handling time (AHT), rather than focusing on a desired outcome.

Businesses should keep in mind that they need to align their business goals with their SLAs. This way, the offshore employees contribute to their strategy and feel that they have a purpose.

Reach Out

 

In time, it’s hard to get yourself psyched up on the job if all you know about the outsourcing client you work for is a logo on a free pen. The long distance can create a disconnect.

Offshore employees should be treated as an extension of the in-house team. Small businesses should make the effort to inform their offshore teams about the status of the company, so they know that they are part of the organisation.  

Put a Face Behind the Brand 

In relation to #2, it’s beneficial to know that there are people behind the logo. Small business owners should visit their offshore team. Instead of “set and forget”, small businesses should encourage integration.