Why Unrealistic Expectations Can Break Your Outsourcing Experience
Imagine a car salesman offering you a brand-new, luxury, bulletproof, all-electric 4×4 SUV—sports edition—for the price of a 1993 Toyota Camry. Sounds too good to be true, right? That’s because it is.
Unfortunately, this same logic gap often goes unnoticed in the outsourcing industry.
Outsourcing, at its core, is not a complicated concept. When implemented well, it can lead to higher efficiency, lower operational costs, and sustainable business growth. Many large companies have scaled successfully by strategically outsourcing non-core functions. However, for small businesses and entrepreneurs, especially those exploring virtual assistants for the first time, outsourcing can be difficult to execute properly—mainly due to unrealistic expectations.
The Problem: Expecting a Clone for Pennies
It’s common to hear business owners say they want a virtual assistant who can essentially function as a carbon copy of themselves. Someone who can handle cold calling, resolve customer complaints, manage scheduling, respond to emails, and even make strategic decisions.
Some outsourcing firms promise exactly that—for an unbelievably low price. The result? A frustrating, ineffective outsourcing experience that leaves the business owner feeling misled and disappointed.
Instead of discovering the real benefits of outsourcing, these business owners walk away with a bad taste in their mouth—and often write off outsourcing entirely. That’s not just bad for them, it’s bad for the industry.
The Fix: Set Clear, Realistic Expectations
Success in outsourcing begins with understanding what’s realistic—especially when working with offshore teams. Ask yourself: What tasks make sense to outsource?
Let’s take an example: You run a small car rental business in Seattle and need someone to answer calls and explain directions from SeaTac Airport to a downtown hotel. Would you hire someone locally or outsource it overseas?
Think about it. A local employee would easily explain directions because they know the area. But an offshore employee, say in the Philippines, has likely never been to Seattle—maybe not even heard of Washington state. The task becomes much harder, and the outcome? Likely a frustrated customer and a bad brand impression.
We’ve all had poor customer service experiences—like calling an airline when your flight has been changed multiple times. The agent may be polite, but if they can’t empathize or understand the situation, it only adds to your frustration.
Great Results Take Time, Training, and Leadership
That doesn’t mean outsourcing complex tasks is impossible—it just takes time and effort. At Connext, we support a property management company where one of our reps can confidently answer client questions about local real estate. The service is now excellent—but it took six months of training and coaching to get there.
Outsourcing isn’t a plug-and-play solution. Like hiring any new employee, results come with onboarding, clear communication, and good leadership.
Do Your Research—Know What You’re Paying For
Outsourcing can be a game-changer for your business—but only if you approach it with the right mindset. Don’t fall for the “supercar at used car prices” pitch.
- Define your needs
- Set clear expectations
- Ask the right questions
- Understand what you’re paying for
These simple steps can dramatically improve your outsourcing experience and set your business up for scalable, sustainable growth.
If you’re exploring outsourcing and want a long-term, scalable solution, we’re here to help.
Connext Global Solutions builds custom, dedicated support teams in the Philippines for companies that want more than just a low-cost solution—they want a strategic partner.
FAQ: Setting Realistic Expectations in Outsourcing
Unrealistic expectations can lead to frustration, misalignment, and poor results. Outsourcing works best when both client and provider clearly understand responsibilities, timelines, and outcomes. Proper expectation-setting builds trust, ensures smoother onboarding, and leads to long-term success.
On average, it takes 4 to 12 weeks for an offshore team member to ramp up, depending on the complexity of the role. Like any new employee, they require orientation, training, process familiarization, and time to build confidence.
Yes—with proper onboarding, support, and performance management, offshore team members can match or even exceed in-house performance. However, they need the same level of leadership and communication that you’d give to a local employee.
The most common mistake is expecting a “plug-and-play” solution. Businesses often assume that offshore employees will perform at full capacity on day one without providing guidance or training. Outsourcing should be treated as a partnership, not a quick fix.
Not initially. It’s best to start with defined, process-driven tasks before expanding to complex or strategic responsibilities. As trust and experience grow, you can gradually scale the scope of work and assign more responsibility.
