Frequently asked questions

Background to Services

Who is Controlaccount?
Controlaccount has continuously operated for forty years and provides a range of UK based outsourced services to global brand names and SMEs.

What is Outsourcing?
Business Process Outsourcing (BPO) or outsourcing is a business strategy where a company partners with an external provider to deliver or support services in order to improve efficiency, reduce overheads, increase sales and lower investment costs. Outsourcing can be onshore (within your own country), nearshore (in a nearby country within the same time zone) or offshore (in a distant country).

What services do Controlaccount offer?
Controlaccount delivers more than fifty services across a range of business functions. If you don’t see the service you require, it doesn’t mean that we can’t do it. Please get in touch if you’d like to discuss a project with us.

Do you have the infrastructure and processes to support my business?
The short answer is yes. We use the latest technology and infrastructure to deliver the highest level of service. We invest in training and staff, making sure that we attract and retain the best talent on the Controlaccount team.

Is your service flexible?
One of our unique selling points – and which sets us apart from other BPOs - is that our services can be taken on a flexible basis and our clients have complete control at all times. During set up clients can scope out exactly how they want the service to operate in every aspect, following implementation, elements of the services can be paused as dictated by your own particular workloads. Perhaps support is only needed during peak times, during the holiday seasons or out of office hours. We have been providing short-term support to an increased number of businesses during Covid-19 where remote working has not been a viable option for their business.

Do you provide references?
Following successful contract award we are more than happy to provide references operating in similar industry sectors.

Do you sign non-disclosure agreements?
Yes, this is included in our Service Level Agreement document which both parties will sign at the outset of any service implementation or by confidential undertakings within any contract. Should your business require an NDA, prior to discussing requirements our legal team will be more than happy to prepare something that meets with your approval.

Is there a contract?
Both parties will sign a Service Level Agreement which will act as the blueprint for our partnership. However, there is no contractual tie in, and the service can be terminated at any point. Larger customers tend to have contracts to secure long term benefits, where a business is onboarded following a tender process or cost thresholds dictate more formal arrangements. Either way Controlaccount is flexible.

How long will it take to start my project?
The timeline depends on the type of project and the skill set required. It also depends on the size of the team. Typically, it takes anywhere from 2 to 4 weeks for smaller projects and 4 to 8 weeks for larger projects.

How will my project be managed?
Following a consultation period where we ‘map out’ an agreed work flow process with our clients, there will be a trial period to enable both parties to evaluate the service and recognise areas that need further focus. We aim to provide a seamless, fast onboarding period so that your business can benefit from our services immediately.

How secure is my data?
We take data protection and security very seriously – and our ISO 27001 accreditation is testament to this

What is implementation?
Good service implementation is the process that turns strategies and plans into actions in order to accomplish strategic objectives and goals. Controlaccount spend a great deal of time with your team understanding requirements in order to implement the right strategies from the start and ensuring this covers every aspect of the service including the people, the processes and the reporting requirements.

How do we interface with your systems?
Our in-house IT and software development team will form part of your implementation team and will be on-hand to resolve the technical details of providing a connected solution.

How long does implementation take?
Typically 2-4 weeks depending on the complexity of your requirements, generally this is a process scoped by Controlaccount, where you provide the necessary information from the client side

How do you select the right people for my team?
We understand the job market in the UK and the skill sets required for certain services or projects. Our seasoned, highly professional, HR and operational staff can assemble a first class team to work on your project in a very short time.

Can I visit your office and work with the team?
We recommend you visit and spend time with your team as it helps integration.

Data security requirements?
We take data protection and security very seriously – and our ISO 27001 accreditation is testament to this. We have the most stringent security measures in place to protect our clients, their customers, our employees and suppliers at all times. For more information, visit our privacy policy page or email our Compliance Officer here . All data security requirements will be discussed and agreed during implementation.

Will I be assigned a Contract Manager?
Yes, a designated contract manager will be assigned to the project team which will include a Client Services Account Handler who will manage your account and be your key contact in the business. You will also be provided with secure access to our ClientWeb portal which will enable you to manage your account remotely, should you wish. Full reporting and analytics will be available as often as required.

How do you manage all aspects of the service?
During implementation all the key requirements are discussed and agreed, these are then turned into workflow and other parameter files and committed to the system which in turn governs all actions. Where necessary ISO Quality procedure guides are updated and all staff involved in providing the service are given specific training.

How do you ensure employee retention?
Employee retention is key to our business success, we select candidates with the right attitude, work ethics and experience. Our staff salary and generous benefits are consistent with the best in the industry. We ensure a first class and safe work environment. We also encourage teamwork, conduct team building activities to maintain employee morale. This is how we ensure employee retention, which in turn this gives Controlaccount stability and a high-performing happy team.

How do you measure performance?
During implementation we will determine a set of key performance indicators that will best show supplier performance and convert these into contractual obligations, listing them within a service level agreement or contract together with a review period. At the end of each review period Controlaccount will produce a “presentation pack” covering the agreed KPI’s for review.

How regularly would you expect to hold a contract review meeting?
We would hope to formally meet with our customers up to 4 times a year to discuss all aspects of performance, for customers where our service is part of their daily routines such meetings would take place monthly to discuss the previous months KPI’s.

What if we need to change or add features to the services?
Part of the contract review meeting is to discuss service improvements, we understand that as the service evolves and you begin to see the benefits, service improvements can be identified more easily and factored into the service.

Improve cashflow and reduce overheads
Our clients find that our services are extremely cost-effective and can provide savings on operating costs of over 50% with access to modern systems with any capital outlay. Clients also see improved cash flow and sales.

Greater competitive advantage
Outsourcing provides access to knowledge and skills which will help leverage your business, making it more flexible and agile to changing market conditions. It will also provide costs savings and service level improvements across your business

Focus on your strengths
Improve focus on core business activities allowing your staff to concentrate on their main tasks and on the future strategy.

Release Capital for investment in core activities
Cost-cutting may not be the only reason to outsource, but it's certainly a major factor. Outsourcing converts fixed costs into variable costs, releases capital for investment and allows you to avoid large expenditure in the early stages of your business. Outsourcing can also make your firm more attractive to investors, since you're able to pump more capital directly into revenue-producing activities.

Reduce labour costs
Hiring and training staff for short-term projects can be very expensive, and temporary employees don't always live up to expectations. Outsourcing lets you focus your human resources where you need them most.

Increase efficiency
Companies that do everything themselves have much higher infrastructure expenses all of which must be passed on to customers. An outside provider's cost structure and economy of scale can give your firm an important competitive advantage.

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