A little preparation makes the first months of an outsourcing relationship far smoother. These are the steps we recommend to every agency before work begins.
1. Pick the right first process
Choose a task with steady volume and clear rules, such as certificates or policy checking. Avoid starting with your most complex or sensitive work.
2. Write down how it is done today
Even a rough checklist helps. It becomes the basis for a documented procedure your partner can follow consistently.
3. Decide who approves exceptions
Name one or two people on your team who answer questions and approve anything outside the procedure.
4. Set up access properly
Create individual accounts with only the permissions needed. Avoid shared logins; they make it hard to see who did what.
5. Agree how you will measure success
Turnaround time, accuracy on sampled work and the number of escalations are simple, useful measures to review together each month.
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