Overcoming Communication Barriers in Offshore Outsourcing

Effective communication is key to the success of an IT project. Communication barriers can cause serious problems for outsourcers and should be addressed at the beginning of the outsourcing relationship. Communication encompasses more than just language. Outsourcing companies must discover ways to manage the different time zones, distance and multiple locations.

Too many outsourcers fail to place a high priority on communication. Cultural differences are often blamed when communication goes wrong. However, usually there are more factors involved than just cultural differences. Information must be communicated to the correct people, at the right time, to avoid a project being delayed or not properly developed. Outsourcers should create a communication plan, before sending work to an offshore vendor. The plan must address how and when communication will take place.

Create a communication infrastructure. Outsourcers and vendors should decide on how correspondence will take place, whether by telephone or email. High quality digital communication lines can ensure a clear connection and should be utilized by the outsourcing company. Some outsourcing companies have also found it beneficial to create a toll free number that can be used for team members. The point of contact should be identified so that the right person receives the necessary information. Direct telephone numbers and extensions, plus email addresses should be exchanged among those involved in the project.

Set the frequency of communication. Some of the questions that should be considered are – how often will communication occur and who will be involved? As the outsourcer and vendor collaborate, it is important to set a regular communication schedule to go over the project status, answer questions and address any potential problems. The frequency of these meetings should be set ahead of time to avoid complications or schedule conflicts. By taking part in interactive communication, pertinent information will be shared with those involved in the project. A follow up report should be distributed to the appropriate employees after a team meeting.

Establish communication methods. Methods used in communication may include status reports, newsletters and Intranets, which are all helpful tools for team members. A dedicated Intranet can be utilized to reiterate project goals and expectations to ensure the success of IT development. Managers must relay the importance of these communication methods to employees to make sure the information is being read. Even though a lot of effort may be put into creating great information, if it is not read, it is useless.

Communication barriers can be overcome if preemptive measures are taken by the outsourcing company and the vendor. An efficient communication plan can play an important role in the development of an outsourced project.