Outsourcing

Outsourcing is a service for organizations that prefer to completely or partially locate their customer service at an external location. This service is interesting if you have a shortage of space, lack the right expertise, want to be fully unburdened or want to look for a way to cut costs.

We offer our outsourcing services in multiple forms and combinations, but split them into three main outsourcing solutions:
• Outsourcing in Belgium, Luxembourg, and The Netherlands;
• Nearshoring in Bulgaria;
• Offshoring in Morocco.

Homeshoring

We intend to unburden you from your entire customer service and take full responsibility for the results.

We have a number of facilities within the Netherlands such as Almere, Nijmegen, and Zwolle. In Belgium, we also have facilities in Gent, Brugge, Doornik, and Moeskroen. We also have a facility in Luxembourg in Differdange.

This makes Outsourcing in the entire Benelux possible and allows us to offer this service in multiple languages such as Dutch, French, and many more.

Nearshoring

Besides Homeshoring we can also offer a Nearshoring solution from our facilities in Bulgaria.

From this location, we can operate in the Dutch, Belgian, French, Italian, and Scandinavian market.

If you want to reduce costs and/or control the international market but stay within European borders, Nearshoring could be an interesting solution for your organization.

We are here to unburden you so that you can focus on your core business.

Offshoring

If you want to mainly operate within the French market, reduce your costs and are open to an Outsourcing solution in countries outside the European Union, Offshoring from our facility in Morocco could be an interesting solution.

Due to the reduced living expenses in Morocco compared to the Benelux, we have the ability to create a more suitable offer for our services.

Offshoring also increases the flexibility of your customer service by partially or fully working in Morocco.

The volumes at the customer service from Greenchoice kept rising. So what should they do when the volumes at their customer service became too high to handle themselves?

Combining Outsourcing and Temporary Staffing

De Persgroep wants to make sure their (potential) customers experience great service and are offered the right products that fit their needs. So what should they do in an ever more competitive labour and newspaper market that also faces increasing online competition?

We help Sodexo make their services more efficient by handling the first line cases and forwarding second line complex cases to the relevant back office desk.
Outsourcing B2B en B2C sales
Outsourcing solutions
The right choice for you depends on several aspects such as the way you want to service your customers, your company policies, and local laws. When you choose our outsourcing solution there are several potential advantages. We have all the necessary expertise, we can cut costs because of more efficient processes, we will recruit and hire the right candidates, we provide training & onboarding, and we can follow our local payment policy.

Recruitment

When you choose for an outsourcing solution Yource will be fully responsible for the recruitment and employment of the teams. Of course, we always start by getting to know you and your organization, so we know who would fit on your project. When we have identified the right candidate profile that matches with your organization, we will start recruitment.
In the case of nearshoring, the candidates will be recruited in your home market and employed in our nearshoring location. We have several collaborations with different parties to find the right candidates that want to work abroad. In general, we use a range of 7 to 10 starters per month for nearshoring projects. This way the buildup of the team is controlled and we can guarantee the quality of service.
The recruitment in the case of offshoring will be done locally. To do this we have several local recruitment channels in place.

Project size

We can offer most of our outsourcing solutions even with low volumes. We can do this because it's possible for our employees to work on several of our projects at the same time. The same goes for our management who can manage several smaller projects at the same time.
The only exception is offshoring, where a minimum of 10-15 employees is required to truly compensate the large start-up costs.

Labor conditions

Yource will always take full responsibility for the employees on the outsourcing projects. We make sure all contracts, payments and working conditions are compliant.
We will determine the exact employment conditions based on your personal wishes and the chosen flex solutions. In the case of local outsourcing, we can follow your labour condition, but can also offer the Yource employment conditions as we are not obliged to follow your collective labour agreement. When you choose for our near- and offshoring services these will be adjusted to the local standard.

Setup & management

Yource will be responsible for the daily management of the team(s). This means a team manager will be appointed who will manage the team in our way-of-working.
Besides a team manager, the team will also be supported by:

  • Quality Monitoring: As we are responsible for the employees, we also monitor the quality of the customer contact. Of course, you are more than welcome to also measure the quality yourself in any way you’d like.
  • Coaching: Also coaching will be done by our coaches to ensure and continuously improve the quality of our employees.
  • WFM: On bases of your forecast we will take care of planning, scheduling, and traffic. Using the data available Yource will also create the operational reports.

Output responsibility

During outsourcing, Yource is responsible for the achieved output at the outsourcing location. Therefore agreements are made before the start about goals, objectives and KPI’s. A designated client manager will be appointed who is responsible to make sure we live up to the agreed results.

Onboarding & education

Because Yource is responsible for the results, our academy will use its resources to make sure all:
Team managers, coaches, trainers, and employees are fully trained. Also, we will create the onboarding training, so this perfectly fits with your own and will continue their training over time. We will create all training, e-learning and other required courses using your content, to make sure everything is up to the same quality standard.

Location & facilities

Using outsourcing, all employees will be housed at one of the Yource locations. Here they will be provided with all necessities such as a place to work and areas to take a break in and relax. We will, however, examine with you which of your systems are required on our location to properly carry out the activities.

Would you like more information to find out if one of our shoring solutions is right for you? Feel free to contact us for more information.

Contact us