Efficiency: can they suggest ideas for how to improve your business processes so quality can be maintained, but the cost to serve can be reduced?.Innovation: are they thinking about the future of the industry and how customers behave? Could you turn to your partner and ask how your own customers will be behaving next year and receive intelligent insight?.
Employees: are they offering their employees training and career options so they don’t feel they are just punching the clock in a contact center until they can escape into a different job? Are they creating an engaged environment where people really want to help customers? Are they building careers?.If their focus is on low-cost and high-turnover employees then how are they going to offer multilingual skills or very specific business knowledge?Įveryone is focused on the cost of a customer service strategy, but the real conversation between a client and BPO supplier should be ‘What are you going to do for me? How are you going to improve my business and the relationship with my customers?’ If the BPO is losing 100% of the team every year then you will need to be attracting an enormous number of new recruits into low-paid jobs just to grow the team. This also means that they will struggle to scale up. They must be paying their employees the lowest possible rates so they will struggle to attract high-quality resources and they will struggle with constant attrition - hiring constantly just to keep replacing those who are leaving. Just think about the consequences of comparing a few BPO providers and only ever going for the lowest-cost option. So why would this be any different in Business Process Outsourcing (BPO) and contact center processes? Which do you choose? The cheapest option or the one that is most likely to offer more value by delivering on what they promise? There is another local company that charges a little more but has consistent five-star reviews online. You ask a few to quote you and one is a much lower price than the others, but you can’t find any reviews and it’s a company you don’t know. If your bathroom springs a leak then you might Google for a local plumber. Value can be measured as an increase in customer satisfaction, improved efficiency so they can do more with the same number of people, increased revenue, greater customer loyalty, and an improved brand reputation. The value that can be created is very different though. That cost needs to cover the equipment, software, employees, and all the other operating expenses incurred by the supplier to the client. Of course, there is a cost associated with the service. Think about one company buying a customer experience (CX) or customer service process from another. At first glance, they sound like the same thing, but there is an important difference and it is very important to understand.
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