Transparency: The Value of being Frank

I truly believe that a transparent partnership creates the foundation for success. If you read my earlier blog post, you know that I believe healthy partnerships require both parties to be transparent. has 7 definitions for transparent.  Two of these definitions resonate with me the most…

  • Having the property of transmitting rays of light through its substance so that bodies situated beyond or behind can be distinctly seen
  • Open; frank; candid

In outsourcing, our partners trust us to run their contact center business just as they would. In some cases, they’re giving us the reins to run their business from (roughly) 8,000 miles from their corporate office. Transparency, both in providing a line of sight to everything happening in the operation as well as being open and candid in our conversations about the partnership, is very important.


Line of sight…

We launch every new partnership with cultural immersion. It is a time when our operations and training team visit our partner’s operations. During this time, our partner is being very transparent with us, allowing us to have a look behind the curtain and enabling us to identify how we will transition their culture into ours. This process reduces the learning curve and provides us a better understanding of the business, which minimizes our ramp to performance time.

Being open and frank…

I’m not one to beat around the bush. If there is something that needs to be addressed in the operation or in the business relationship, we’re going to talk through it. Being up front and honest about issues creates a more collaborative environment in which problems can be solved more quickly, keeping the business on track. Being guarded in conversation is not productive for anyone.

What are YOUR thoughts on transparency in business relationships? Are there times when transparency is not a good thing? Tell me about it in the comments below.

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