In today’s globalized tech landscape, outsourcing has become a critical strategy for companies looking to scale operations, access specialized talent, and enhance efficiency. However, it comes with its own set of challenges—especially when it comes to communication issues due to differences in culture, language, and time zones.

At the forefront of solving these problems is BnK Solution, a leading provider of 4.0 tech services, including software development, process automation, and IT support. With a focus on optimizing the Offshore Development Center (ODC) model for global clients, BnK ensures seamless communication between their teams in Vietnam and international partners.

We sat down with a Software Engineer and a Business Analyst from BnK Solution to discuss how they navigate these communication barriers in their respective roles.

Interviewer : Working in an ODC model involves close collaboration with international clients. What common communication challenges do you face in your role?

Software Engineer: From a technical perspective, the main challenge is related to language barriers. While we use English to communicate with clients, it’s not always their first language, and this can lead to misunderstandings, especially when discussing technical details. Some terms can be interpreted differently depending on the client’s level of familiarity with the technology, which is why I try to break things down as much as possible.

Business Analyst: For me, the biggest issue is understanding cultural differences. Every culture has its own way of approaching business. Some clients are direct, while others are more indirect in their communication. Misreading these cues can lead to confusion and misaligned expectations. I’ve had to learn how to adapt my approach depending on who I’m talking to. It’s not just about understanding the words they use but also the context and tone behind them.

Interviewer: Interesting! How do you both overcome these barriers in your day-to-day work?

Software Engineer: For language barriers, I make sure that we establish a clear glossary of technical terms with each client at the beginning of a project. This helps ensure that everyone is on the same page when discussing complex concepts. I also avoid using jargon or slang unless I know the client is familiar with it. Regular check-ins with the client to clarify any uncertainties have been key to avoiding miscommunication.

Business Analyst: In terms of cultural differences, I’ve found that patience and flexibility are crucial. I spend a lot of time building rapport with clients so I can better understand their communication style. I also rely heavily on documentation. Clear, written records of meetings and decisions ensure that nothing is lost in translation, so to speak. It also helps to have a culturally diverse team, as we can pool our insights and experiences to better address client concerns.

Interviewer: Time zone differences must also pose a challenge. How do you manage that when coordinating between teams?

Software Engineer: Time zones can definitely be tricky. We often have to schedule meetings at odd hours to accommodate clients. For ongoing projects, we plan our work so that there’s overlap between our office hours and the client’s, ensuring faster response times. We also use collaboration tools like Slack and Jira to keep communication flowing asynchronously. This way, the client can leave feedback even when we’re not online, and we can address it first thing when we log in.

Business Analyst: I agree. I also plan ahead as much as possible, and I make sure the client is aware of our schedule. Having set times for updates helps avoid situations where a simple query takes hours or days to resolve. It’s all about making the most of the time we have when we’re both online and ensuring that our clients know we’re available to help, even if we’re not in the same time zone.

Interviewer: Could you share a success story where your strategies made a difference in overcoming communication challenges?

Software Engineer: One project that comes to mind is when we developed PAI, a payroll automation tool for a major Vietnamese bank. We were working with a client who wasn’t entirely fluent in English, and there was a lot of potential for technical misunderstandings. By establishing clear communication channels and simplifying complex concepts, we completed the project ahead of schedule and with minimal hiccups.

Business Analyst: I was working on a process automation project for an international client, and they were used to a much more indirect style of communication. At first, they found our direct approach jarring, and there was some friction. I took the time to explain our method and adapt our communication to match their expectations. Once we aligned on that front, the project went smoothly, and we even managed to expand the scope beyond the initial requirements.

Interviewer: What advice would you give to companies struggling with communication issues in the ODC model?

Software Engineer: My advice would be to invest in clear communication tools and protocols from the start. It’s essential to standardize your terminology, avoid assumptions, and schedule regular check-ins with clients. As technical experts, we can’t assume that the client knows as much about the technology as we do.

Business Analyst: I’d say that understanding the client’s cultural and communication preferences is just as important as understanding their business needs. Taking the time to learn their style will help you build stronger relationships and avoid potential misunderstandings. Flexibility and adaptability are key to success.

Conclusion

As outsourcing becomes an increasingly popular strategy for companies looking to optimize operations and reduce costs, mastering communication in the ODC model is essential. Through structured communication strategies, cultural awareness, and smart time zone management, BnK Solution has created a model for seamless global collaboration. By learning from their approach, other businesses can mitigate the risks of miscommunication and build more productive relationships with their offshore teams.