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Top 12 FAQs about partnering with Rimhub

Posted on June 12, 2014 by Su Fan in Blog

I have had the pleasure of meeting many of you at conferences such as the PTC, ITW, and Comptel Plus over the last few years.  At these events, I’ve frequently been asked how partnering with Rimhub works.  For the benefit of all, I’ve compiled a list of the top 12 FAQs and answers.

1.  I’ve never outsourced before.  How does it work with Rimhub?

When you outsource to Rimhub, we become an adjunct to your in-house team.  We interact with your customers and vendors as “your company”, and not as Rimhub – so operationally everything is seamless.

Here’s the short version of how it works, after you sign on with Rimhub:

Phase 1: Hiring & training (you hand pick your team and we coordinate training)
Phase 2: Performance goals setting and transition (shadowing & reverse shadowing)
Phase 3: Steady state & continuous improvement (our team becomes your extended staff and you’re always in control)

2.  I’ve had bad experience with outsourcing.  How will I know it won’t be the same with you?

Rimhub is not just any another outsourcing provider.  While most providers focus on cost reduction, we go further by helping our clients increase their revenues and free cash flow, and improve customer experience.

Our knowledge and experience in your industry (we came from service provider background ourselves), high performance & quality standards,  track record for delivering SLAs, and full transparency in our everyday business dealings with customers have led to long term partnerships with our clients.  There’s mutual trust and a whole lot of good communication between Rimhub and our clients which is another reason we’ve had long lasting relationships with our customers.  We have references to prove it!

3.  How solid is your company?  Are you reliable?

Rimhub has been operating in the outsourcing space since 2007 for telecom clients.  We are ISO certified in several areas which enables Rimhub to consistently deliver service excellence to our clients.  With ISO certifications in Quality Management (9001), Information Security Management (27001), Customer Satisfaction Management (10002), and Service Management (20000), you can rest assured that you’ll be receiving reliable and high quality services.

4.  Will the quality of services meet my expectations?

At a minimum, Rimhub will deliver the same level of Service Level Agreements (SLAs) as provided by your current in-house team.  If no SLAs are available, then Rimhub will work with you to define the SLAs after the first 90-day period.  Key Performance Indicators (KPIs) and benchmarks will be set for performance measurement purposes.

5.  I don’t have any training documents.  How do we go about training?  How long does it take?

No problem.  Some of Rimhub’s clients come to us without having any training materials.  During the training sessions with our clients, Rimhub documents and develops them into standard operating procedures (SOP) manuals which are used for cross training purposes.

6.  What are your service term requirements?

Rimhub’s contract lengths with clients range between 1 year and 3 years.  Many of our  clients continue to be customers since our doors opened in 2007.

7.  What are the types of engagement models do you offer?

Rimhub offers the flexibility of shared or dedicated staff engagements, along with outcome-based pricing.

8.  How much does it cost?

Rimhub’s outsourcing solution is affordable and our clients enjoy cost savings of at least 50%.

9.  What is the minimum of resources I must commit?

Rimhub provides skilled staff whether you need a team of 1 or 100+.

10.  What is your employee attrition rate and how will it impact me?

Rimhub’s employee attrition rate is 10% points lower than the average rate for BPO/KPO companies.  At Rimhub, we believe in retaining talent and as such, we have an attractive Rewards & Recognition program which awards and recognizes employees for their outstanding contributions in delivering superior outcomes to our clients.  Most of our staff has been with the company from day 1 of founding Rimhub.

11.  What hours do you support?

Rimhub can support any coverage customers require whether it’s after hours, 24×7, or client-defined hours.

12.  How will you keep my confidential data safe?

Rimhub takes data privacy seriously.  We are ISO 27001 certified for Information Security which addresses network, operations, and physical and environmental securities.  Additionally, we perform  pre-recruitment background checks on candidates and hired employees sign a non-disclosure agreement.

Don’t be shy and feel free to reach out to me before the next conference.  Whether your sourcing requirements are simple or complex, Rimhub can help you achieve your organizational goals through knowledge of your industry.   Choose from our wide range of services and let’s chat.

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