Young, successful, self-made start-up seeks experienced business excellence outsourcer (BPO) with a view to a long-term relationship. An adaptable, flexible outlook and an innate ability to embrace spontaneity is a huge advantage. A multilingual skillset and technically adept workforce is also a major plus, while cultural alignment and a mutual understanding of each other’s core values is critical to the success of the partnership. And, of course, an ability to provide a beautiful customer experience is a definite must.
Everybody wants to find the “one”. Whether it be in their personal lives, business relationships or for reasons of collaboration. And it would be foolhardy in the extreme to leave everything to pure chance when it comes to selecting a partner. That’s why, these days, connecting and matching people has become a specialised industry.
Finding a compatible outsourcing partner is no different. A lack of experience with the outsourcing process, poor experiences with previous vendors, not to mention the challenge of identifying the right cultural and strategic fit, all add to the complexity of the task. And whilst every company’s specific needs may differ, their overarching goal is the same – to find a trustworthy, high-performing, culturally aligned “soulmate”. That is someone who “gets” you, who is driven to continually improve themselves, and who is not afraid of constructively critiquing you. It’s the El Dorado of marrying client with outsourcer.
The International Standards Organisation (ISO) Quality Certification won’t guarantee that you find a match made in heaven, but it will increase your chances and help make the selection process that little bit easier.
The ISO develops and publishes globally accepted standards across a multitude of fields and industries. Recognised across 187 countries, it is essentially the 21st century’s leading global business passport. Companies awarded ISO Certification must not only meet exacting performance requirements but they have to continually strive on an annual basis to meet ever more exacting standards in retaining their accreditation.
ISO 9001:2015 is the global Quality Management Systems Certification award held by over 1 million companies worldwide, including Voxpro – powered by TELUS International. On December 19th 2018, Voxpro was one of 21 organisations that gathered at the National Standards Authority of Ireland (NSAI) offices in Dublin, Ireland for a special ceremony marking its achievement.
The businesses in attendance were independently audited by NSAI inspectors to ensure they complied with international standards. The Quality Management System certification is evidence that Voxpro operates to a high standard, possesses robust internal auditing systems and implements continuous improvement methodologies.
Commenting on the latest certification, Voxpro founder and CEO Dan Kiely said: “As a large company from a small Island operating in a big world, ISO accreditation is a critical stamp on our global business passport. Prospective customers may not have heard of Voxpro, they may not know Ireland, but everyone has heard of and trusts ISO.”
Considering a business process outsourcer with ISO 9001 as “the one” to partner with makes perfect business sense. It means that much of the work in ensuring that the company’s basics are of the highest calibre has already been done. It allows you to focus on other areas of priority such whether the chemistry of the partnership is right.
Of course, there are other reasons why an ISO partner has a higher chance of providing you with a successful and mutually beneficial long-term business relationship. Here are five:
- ISO companies are independently audited
Companies with ISO are independently audited to a very high standard. State-appointed (ISO accredited) auditors assess the company annually to ensure continued compliance and provide guidance around best practice improvements that should be considered or implemented ahead of subsequent audits. This alone provides peace of mind that the partner is being held accountable and obligated to continually pursue a state of “best in class” excellence.
- ISO companies are required to continually improve processes
Every role across an ISO-approved company must have a defined KPI. These KPIs are not just random numbers, but very real targets to which the KPI ‘owner’ must adhere. The owner documents what they understand they need to do, how it will benefit both the clients and the company strategy, and how they’re going to go about achieving it. Consistently hitting these targets is a key requirement of maintaining the ISO award. Overall, this means that ISO companies have a strong culture of continuous process improvement that is independently and regularly audited.
- ISO companies are continually standardising processes
Working closely with some of the most successful technology companies teaches you a thing or two about what excellence looks like. Throughout many years of partnerships and collaboration, Voxpro’s processes and systems have been fine-tuned and optimised to an incredibly high standard. A massive advantage of this knowledge is the capability to apply years of experience to the newest clients so they on-board much faster. Standardisation, the keystone of ISO, creates a culture of collaboration and shared knowledge, it reduces “re-inventing the wheel” mindsets and increases dynamic iteration.
- ISO companies have a passport to trade
Given that ISO 9001:2015 is recognised in 187 countries and held by 1 million companies, it is a common language understood worldwide. Furthermore, it is the single National Standard Model across 34 countries in Europe. In these uncertain times, ISO is one of the few ‘Brexit-proof’ market reliables due to the fact that it is not a European Union infrastructure. While the UK may well leave the EU, it will not be exiting the ISO.
Continued free trade between the UK, EU, and the rest of world will become more and more dependent on international standards. We are now entering an age where companies will not form partnerships with other businesses unless they have ISO accreditation in place.
- ISO companies make better business partners
A true partner embraces dynamism and change in the relationship – they are nimble, agile and flex rapidly to meet the needs of their partners. Such dynamism is embedded in an ISO-approved organisation as a natural result of the approval process. It requires a company to react quickly to improve certain processes, optimise functions and meet performance standards. When this behaviour is embedded in a company’s DNA, it will adapt the same approach to a business partnership. It is a mental state acting as a very real advantage to companies in dynamic and high-paced ecosystems.
So, if and when you decide that you’ve had enough of going it alone and are in the market for someone to help support that most precious of all assets – your customers – take some of the risk out of the equation and partner up with an ISO accredited BPO, like Voxpro.
We’re young (early 20s), have a great sense of style (check out the funky work spaces on our website), love to travel (we have homes in Europe, North America and Asia) and have a GSOH! What more do you want?