Planning to offshore your customer service needs to a bilingual call center involves a lot of business meetings. From setting goals, to establishing strategies, discussing financial matters, and other aspects of outsourcing, you will find yourself in situations that would require you to negotiate.
Mastering the art of negotiation can influence your relationship with executives from other corporations. Having the right set of skills to facilitate discussions between two parties not only reflects your ability to lead, it also ensures that your business partnership is founded on a strong internal structure where both parties are receiving equal benefits.
The following are the negotiation skills you need to develop in order to cultivate great outsourcing partnerships.
Negotiations are all about reaching an agreement where both parties win, and this is where most managers fail. Often, business owners and executives are so focused on closing deals that are more beneficial to their side than for their partners. This strategy does not work and will only result to bigger conflicts. Rather, approaching matters as business partners rather than as competitors in an outsourcing contract will allow you to come up with fair conditions that would give both sides the right amount of benefits.
2. Research skills
Before you decide to offshore to a bilingual call center, take the time to get to know your prospective partners well. Understanding their services, processes, and rates will help you come up with strategies that will let you maximize your business partnership. Besides, you also have to study every aspect of your agreement before fully committing to it.
Remember that a negotiation is not just about you. You and your partner are more likely to reach an agreement if you show each other how your unique capabilities complement the other’s lapses. If you understand your partner’s situation, you can figure out their perception of the deal, which means that you can come up with fair solutions to existing concerns.
To fully develop your negotiation skills, you should know how to listen to your business partner and views things from their perspective. Most of the conflicts that executives encounter during meetings can be resolved if at least one of them is selfless enough to hear what the other has to say. By insisting on talking during these meetings, managers actually miss the chance of discovering new, and possibly better, ideas.
Do not hesitate to ask for what you want, but do so in a professional manner. Remember that there is a clear line separating assertiveness and aggressiveness when it comes to negotiations. Assertiveness is about knowing your rights and expressing them without being disrespectful, whereas aggressiveness means that you lack regard for other people’s interests.
The art of negotiation is a critical component of outstanding leadership. In the outsourcing industry, improving upon your negotiation skills is a way to start a great business partnership. It lets you form a solid foundation upon which everything about your customer service delivery depends.