Cody McLean

And it gives them a sense of ownership that they otherwise wouldn't have had typically in any kind of documentation type of mentality.

And so going on to outsourcing creatively, there are a wide array of ways that you can actually outsource your company or use an outsourcing company to service your company as well.

So one of them is corporate BPO, which is what Support Ninja was.

These are typically companies that you approach and you have KPIs, metrics, and you're handing off the training and the management to these companies.

And they take on the burden of managing that for you so that you can focus primarily on scaling your company.

And in doing so, it allows you to

offload the expectations of the kpis onto them so if they fail to meet them then that's something they have to resolve on their own but in doing so you're going to end up paying a much higher fee and probably get stuck into a contract and one of the things to consider with any corporate bpo is again staff attrition and what is their culture it's so easy just to look at the bottom line so often we would get companies and we would quote a certain amount of money and then they're like well this other company is charging us this much and we're like okay

that you know we don't recommend that but somewhere along the line they are cutting something from the process that they're not telling you and if even no matter how good a corporate bpo's training or onboarding processes if their attrition rate is low or they don't have a great culture to maintain those employees again you're losing this tacit knowledge that is really difficult to train so you should maximize having employees for the longest period of time

And this is also more ideal if you have a set process.

So if you are in a growth stage and you know that you're going to need a certain amount of agents to service your customers over a certain period of time, that's what this is best for.

If you need a small team, it's not necessarily the best idea for that.

Then you also have staff or seat leasing.

And this is actually how I started Support Ninja.

I was able to find a staff and seat leaser in the Philippines and they helped me to get everything done.

effectively allowed me to like borrow their resources to start it on my own.

And this is more economical.

It's a lot cheaper.

But again, you're now managing those staff.

They're just paying those employees and they're making sure that they're meeting the labor laws in that country.

And you're still having to manage them.