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2 strategies and tactics for Offshore Support

What is Offshore Support strategy?

Every great achievement starts with a well-thought-out plan. It can be the launch of a new product, expanding into new markets, or just trying to increase efficiency. You'll need a delicate combination of strategies and tactics to ensure that the journey is smooth and effective.

Developing an effective Offshore Support strategy can be intimidating, especially when your daily duties demand your attention. To assist you, we've curated a list of examples to inspire your planning process.

Feel free to copy these examples into your favorite application, or leverage Tability to maintain accountability.

How to write your own Offshore Support strategy with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own strategies.

Offshore Support strategy examples

You will find in the next section many different Offshore Support tactics. We've included action items in our templates to make it as actionable as possible.

Strategies and tactics for finding offshore and nearshore admin help

  • ⛳️ Strategy 1: Research potential locations

    • Identify key countries known for providing offshore and nearshore admin services
    • Evaluate the cost of living and labour markets in these countries
    • Research employment laws and regulations specific to administrative roles
    • Examine the cultural compatibility with your organisation
    • Assess the level of English proficiency in potential locations
    • Collect data on broadband and technological infrastructure
    • Consider different time zone alignments with your business operation hours
    • Research existing companies providing admin resources in these locations
    • Gather feedback from businesses similar to yours about their experiences
    • Identify any geopolitical risks associated with hiring in these regions

  • ⛳️ Strategy 2: Establish recruitment process

    • Define the scope and responsibilities of the administrative roles needed
    • Create a clear job description with necessary qualifications
    • Consider working with recruitment agencies specialising in offshore placements
    • Post job listings on international job boards and relevant social media platforms
    • Set up a system for initial screening of candidates
    • Develop a structured interview guide to assess candidates' skills
    • Incorporate remote interview technologies for convenience
    • Prepare a standardised test to evaluate administrative skills
    • Create an evaluation form for consistency in candidate assessment
    • Set up a timeline for the recruitment and decision-making process

  • ⛳️ Strategy 3: Implement onboarding and training

    • Develop a comprehensive onboarding programme tailored to remote workers
    • Create training modules to familiarise new hires with company software and tools
    • Assign a mentor or buddy to guide new hires through the initial period
    • Schedule regular check-ins to evaluate progress and address challenges
    • Use collaborative tools for effective communication and project management
    • Establish a feedback mechanism for continuous improvement
    • Set clear performance metrics and KPIs
    • Foster a company culture that includes and values remote employees
    • Ensure compliance with international employment and tax regulations
    • Organise virtual team-building activities to encourage team integration
offshore-supportrecruitment-processrecruiterhr-manageradministrative-teamonboarding-team
Implement these strategies

Strategies and tactics for developing a Strategic Plan for Technical Support

  • ⛳️ Strategy 1: Enhance self-service capabilities

    • Implement comprehensive knowledge base articles on ServiceNow for common user issues
    • Develop instructional videos for JAMF and Intune functionalities
    • Regularly update self-help resources based on user feedback and issue trends
    • Integrate a chatbot on ServiceNow to guide users to the right resources
    • Promote self-service options through internal communications channels
    • Utilise analytics to identify top issues that can be addressed through self-service
    • Regular training for offshore Tier 1 team to reduce escalation of common issues
    • Establish KPIs to measure reduction in calls and monitor self-service usage
    • Schedule regular reviews of self-service resources to ensure accuracy
    • Incorporate user feedback loops to continuously improve the knowledge base

  • ⛳️ Strategy 2: Strengthen internal and external communication

    • Create an outreach process for SMBC MANUBANK and Jenius Bank to clarify support channels
    • Establish regular IT updates through newsletters or webcasts for both bank entities
    • Develop an Executive support team to address high-priority issues swiftly
    • Create detailed communication protocols for off-shore and internal technical teams
    • Ensure consistent messaging and support level agreement with SMBC stakeholders
    • Implement an internal communication platform for rapid exchanges between support staff
    • Coordinate regular meetings between IT and business units to align priorities
    • Engage with stakeholders to gather input on communication improvements
    • Provide training to enhance communication skills of technical support staff
    • Conduct bi-annual satisfaction surveys with all entities to refine communication strategies

  • ⛳️ Strategy 3: Optimise resources and processes

    • Implement ITAM support and integration processes with SMBC for asset management
    • Set up a prioritised project board for ongoing strategic projects
    • Streamline shipping and receiving processes for handling employee equipment
    • Utilise ServiceNow to automate ticket assignment and escalation processes
    • Develop a detailed plan for Avaya phone retirement and Vonage CCaaS implementation
    • Collaborate with InfoSec to support projects like Netskope and audit processes
    • Create a testing and deployment schedule for Windows 11 across departments
    • Coordinate with branch offices for seamless branch moves and technology upgrades
    • Evaluate and enhance current domain trust initiatives with SMBC MANUBANK
    • Measure and track resource allocation and efficiency through performance metrics
self-servicecommunicationtechnical-supportexecutive-supportit-teamcommunications-team
Implement these strategies

How to track your Offshore Support strategies and tactics

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

More strategies recently published

We have more templates to help you draft your team goals and OKRs.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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