Today, most call center outsourcing deals happen between two entities that are headquartered distantly from each other. Businesses from countries where labor and operational costs are steep are usually the ones that send out tasks to business process outsourcing (BPO) hubs where resources are more affordable. Partnerships with this type of setting need to conquer the challenges brought by distance, cultural differences, and language barriers in order to make the deal work.
There are many aspects that businesses need to consider before signing an outsourcing contract with a bilingual call center, but among the areas, here are two that stand to be the most crucial:
1. Business or delivery language
The outsourcing service provider and the client must agree on the language to be used both in the contract and in the delivery of the outsourced service itself. For instance, if the outsourcing company is from Malaysia, and the service-providing company is from the Philippines, the contract can be drafted in multiple languages for both parties to fully understand each stipulated clause. Be it in English or in Bahasa, the contract must bear the same intent in both versions.
A legal counsel should be able to verify that each version of the contract agrees with the other and that the translations are completely precise. This keeps away the possibility of blaming inaccurate translation should clause disputes arise. Finally, both parties should jointly identify which version is official or if both contracts would hold equal control and bearing in the deal.
As for the language to be used in delivering the call center services, you should confirm whether the provider truly has an excellent command of Bahasa or if it can scout native speakers who could carry out the customer service role. They should also determine if the processes would solely use the customers’ language of preference, if bilingualism should be observed, or if there should be separate people attending to native speakers and English users.
2. Local taxes and laws
As labor and tax laws differ from country to country, you must familiarize yourself with the regulations imposed in the overseas location that will handle your call center services. Otherwise, you could subject your business to hidden charges or legal trouble.
One possible consequence of overlooking this step is that you will end up paying your outsourced staff higher than what you initially expected, as some governments impose taxes on non-resident firms working within their area. To avoid this, get expert advice on local tax laws of your outsourcing location before finalizing the deal with your provider. Find out which laws and clauses will protect your interest, and make sure that your call center partner meets outsourcing standards, labor regulations, and customs clearance.
You can only guarantee success to your outsourcing endeavor if every step you take towards implementing it is safe, particularly during the initial stages. Every party involved in the outsourcing deal is responsible for educating themselves about the venture and laws surrounding it. Neglecting to recognize this can lead the contract to failure.