10 Key Business Outsourcing Ingredients – Chapter 8
Published by: Greymouse Marketing | 14 October, 2022
Measure to manage and you cannot go wrong! What you measure will grow.
Remember that generally team members do what is Inspected NOT what is expected!
If you have a CRM (Customer Relationship Management) system, you will be able to extract statistics to measure the productivity of your vir-tual team member.
If you do not have a CRM, your team member can keep a manual report of his/her activity. The key is to measure what is done (ie. how many calls made or received, how many emails handled, tickets logged, appointments made, etc.). These reports can be submitted for your pe-rusal weekly, bi-monthly or monthly.
| • | You can quickly identify if the virtual employee is doing his/her job |
| • | Monitor deliverables and deadlines with your clients |
| • | Take on new business based on the delivery times |
| • | Nothing slips through the cracks |
| • | You are in control of your business as you know what everyone is up to |
Example – Measurement
Sam and Jo from the Pet Resort get a weekly report on every transaction and contact point the virtual team does for them. The report contains data and diagrams to show the actual situation of the bookings, sales and enquiries. Currently, the virtual team handles more than 3000 contact points a month (meaning emails, phone calls, text messages, and web chats).
‘Meeting expectations and measuring the results’ is like losing weight. You maintain a record of everything you eat as well as your activity each day, for the sake of accountability. The results will show at the end of the week.
The man who cannot endure to have his errors and shortcomings brought to the surface and made known, but tries to hide them, is unfit to walk the highway of truth.
– James Allen
What reports do I need to see?
What access do I need to give to the Virtual Resource?
What training I need to give?
