Smaller is Better in the Contact Center BPO World, Some Experts Say

Smaller is Better in the Contact Center BPO World, Some Experts Say

01

DECEMBER 2020

CXPartnerSource

Originally published on Customer Magazine

As working remotely becomes more and more common for today’s workforce, many companies are turning to Business Process Outsourcing of their contact center as they’re being forced to rethink where, when, and how their customer service programs will evolve to better serve their market.

For a company new to the contact center outsourcing scene, finding the right BPO partner is easier said than done. When looking for an outsourcing partner, companies often start with the largest BPOs in the market today, but with the innovation in technology and business models, there are many more options available, including working with “next-gen” BPOs who are much smaller than the industry giants.

Mid-size BPO partners often get overlooked due to their market visibility, as they are unable to promote themselves in the same ways that large-size BPOs can. This inability to call attention to themselves, mixed with the notion that a bigger partner will offer better services leads many companies to choose a partner based purely on perception. The mid-size BPO market is growing, in large part due to the availability of less expensive and more sophisticated infrastructure, including software platforms that enable these service provides to hire, train, support, and compensate talented agents who thrive in a remote working environment, while delivering personalized experiences to customers, whether live interactions, webchat, or other omnichannel capabilities.

On the surface, large BPO partners seem like the right choice to new companies looking to outsource, by leading with their staggering workforce numbers, large facilities, and impressive Fortune 500 customer lists.

The challenges start when small and medium clients are treated as the “small fish” as large contact centers prioritize the bigger clients that make up a more substantial portion of their revenue.

Mid-size contact centers, on the other hand, offer more personalized attention and service to a client, while often exceeding the quality of work being promised by a larger partner. “With a work culture that fosters higher levels of employee engagement, small and mid-size contact centers tend to strive harder toward achieving goals and providing customized solutions directed towards a client’s exact needs,” said Tom Silzell, founder and President of CX Partner Source, a Colorado-based company that specializes in matching companies with the best medium size BPO providers.

“Large BPO partners also put a heavy priority on making sure they turn a profit, regardless of the work they put out,” Silzell explained. “With massive amounts of corporate overhead and an immense workforce they must compensate, large contact centers rarely provide value-added cost recommendations for clients. It is often the opposite, as large BPO partners will look to bill clients for anything, hoping to generate the most revenue for themselves as possible.”

According to Silzell, these mid-size BPO partners are also able to offer up their services to a client at a much better rate than that of a large contact center. With less corporate overhead and reduced emphasis on solely making a profit, mid-size contact centers can provide the same quality work all at a lower cost.

“Mid-size contact centers can also provide added value when it comes to the future growth of a client company,” Silzell, who has decades of experience in the large contact center BPO industry, said. “Great teamwork and a strong relationship between the client company and the contact center is essential, and with a larger workforce, these connections are often lacking. Mid-size BPO partners that come with a smaller workforce can focus more on adequate training and give more attention to detail, ensuring more efficient work and a higher rate of customer satisfaction. At the end of the day, customer satisfaction is the most crucial part of a business, and the better a contact center partner can meet this objective, the more a client company will continue to grow.”

Overall, size is of the utmost importance when choosing a contact center to partner with your company. However, instead of focusing on the overall size as an important factor, companies looking to outsource should consider mid-size BPO partners that may better fit their needs when searching. By utilizing all their options, many companies will find that a mid-size BPO partner will offer a better client experience and that the old saying “bigger is always better” isn’t always true.

Benefits of Nearshore Outsourcing

Benefits of Nearshore Outsourcing

When it comes to outsourcing, most people think they need to partner with Asian-based providers halfway around the world to reduce their costs. And while there are plenty of quality BPOs in that region, there’s one a little closer to home – Belize.

read more

Leading Customer Experience Executives Introduce CX Partner Source, Bringing Expertise to Organizations Seeking Breakthrough BPO Contact Center Services

Leading Customer Experience Executives Introduce CX Partner Source, Bringing Expertise to Organizations Seeking Breakthrough BPO Contact Center Services

17

NOVEMBER 2020

CXPartnerSource

Colorado based company combines decades of operating experience, proven strategic thinking, and new technology insights together to help organizations find and engage with the ideal BPO Partner

November 17, 2020; Grand Junction, CO – an assembly of Contact Center Business Process Outsourcing senior leaders, assembled by Founder and President Tom Silzell, today announced they have established a new advisory business, CX Partner Source, driven by disruption in the growing BPO industry and new opportunities for businesses, government agencies and others to identify and connect with contact center operators who can provide greater value and more modern experiences to customers in a changing world.

Silzell, an industry veteran whose passion for customer service and commitment to quality is well-known following a three-decades long journey working with many of the finest companies in the world to improve their customer experience (CX), is bringing together experts in relationship development, sales, marketing, technology, contracting, and strategic planning to form a core team who are recruiting additional leaders who are likewise inspired to bring fresh ideas and improved economics to buyers of BPO services by Partnering with a select array of mid-size BPO companies who are disrupting the BPO industry by focusing on the employee and client experience for programs of all sizes, large and small.

“I’ve spent the better part of my life in the BPO industry, and in the context of dramatic change and unstoppable growth, and exciting innovations in serving customers with more personalization, more empathy, and more efficiency than ever thought possible, I knew it was time to invest in a business model that supports the brave new BPOs who are taking on the giants by bringing their offerings to thousands of organizations ready to Partner with BPO’s who have a genuine concern for their client’s customer experience,” Silzell said.

The BPO industry continues to grow, according to an Infinity Research report published in July 2020. According to the firm, the call center outsourcing market is poised to grow by over $13 billion over the next four years, progressing at a CAGR of 3% during the forecast period.

The global COVID-19 pandemic has dramatically accelerated the virtualized call center, which had been a growing trend facilitated by the cloud, new software applications, the availability of broadband and momentum of the “gig economy.” With thirty-five percent of the customer experience (CX) workforce expected to Work-from-Home by 2023, up from 5 percent in 2017, according to Gartner, CX Partner Resource team saw an opportunity to help organizations take advantage of better solutions at lower costs, yielding higher levels of customer satisfaction and loyalty.

“We’ve spent the first year prior to launching CXPS identifying and meeting with alternative BPOs, and spending time with buyers of BPO services, businesses, and agencies operating their own CX platforms and contact centers to truly understand their needs and desires in a changing world,” Silzell said. “We are now prepared to introduce the market to the best new BPOs and their individual offerings to companies ready to make their moves up to simply better CX programs that can often save money, while meeting new business goals and driving extremely positive customer satisfaction and ongoing loyalty. Different from a traditional broker who simply brings options to organizations to earn commissions from traditional BPOs, our team remains engaged to ensure whatever match is made is fully supported all the way through contracting and ongoing success assurance.”

Based in Grand Junction, Colorado, CX Partner Source has assembled a global network, and growing dataset of fully vetted and registered BPOs and have a solution for any geographic, work-at-home and vertical expertise requirement, in parallel with a growing dataset of enterprises, small and medium businesses, government agencies, non-profit organizations who are seeking CX improvements through efficiency and innovation. The company was created to inspire and educate companies who want to outsource CX services (contact center, technology, and managed services) on the advantages of Partnering with a mid-size provider.

“Unlike larger BPO’s, mid-size Partners see value in every client relationship no matter the size,” Silzell said. “Every client is a strategic client and has access to the executive team, and in most cases, the owner of the company. Unlike larger BPO’s, mid-size Partners have low overhead which, in almost all cases, allows them to offer a much lower rate and better deal terms.”

The founding leadership team, in addition to Silzell, includes Joe Fiorello, Director, Relationship Development, Brad Richards, Leader, Global Advisory Solutions, Scott Wilson, Legal Advisor, and Cynthia Artin, Marketing Advisor.

 

About CX Partner Source

We offer businesses a scalable contact center outsourcing solution by leveraging a network of small and medium size BPO’s who will provide the right amount of focus, attention, and added value to each client. CX Partner Source has established a network of BPO disruptors, who can offer a better performing, more scalable, and cost effective solution than the larger, more well-known BPO suppliers who tend to focus solely on their largest clients who provide 80% of their revenue.

Benefits of Nearshore Outsourcing

Benefits of Nearshore Outsourcing

When it comes to outsourcing, most people think they need to partner with Asian-based providers halfway around the world to reduce their costs. And while there are plenty of quality BPOs in that region, there’s one a little closer to home – Belize.

read more

Managing Work From Home BPO Partner Relationships

Managing Work from Home BPO Partner Relationships

17

NOVEMBER 2020

CXPartnerSource

With so many employees spread out over such vast areas, some companies are having a hard time managing and keeping all facets of their companies organized. This goes double for companies using a BPO Partner, as they also have to make sure the Partner is well updated in expectations, and that the relationship between the two companies stays strong. So while it may seem hard to get everyone on the same page when no ones in the same room, there are some steps that can be taken to make working with a work from home BPO Partner a bit smoother given the circumstances.

The most important thing you can do for your BPO Partner is to centralize all your data and make sure that your Partner has a steady stream of information at all times. With people working from home, information won’t be readily available in one spot like it usually is. Making sure there’s a platform where all your essential info can be found by BPO employees while away from their normal work computer is essential in making sure they are just as empowered as usual, and ready to help your clients. Using some form of cloud based project management tool will make it easy for BPO employees to always go to the same spot for whatever they need.

Clear communication has become another luxury that we used to take for granted, but is now essential for a relationship with a work from home BPO Partner. Prior to the pandemic, it was already important to make sure that a company’s needs and expectations were clearly understood by a BPO Partner, to make sure things ran as efficiently as possible.

Now, with the margin of error so microscopically small for many companies, making sure your BPO Partner is clear on the expectations has become a priority. While they may be a tad glitchy, and laggy occasionally, video chats are currently the quickest and easiest way to communicate between companies. Confirmation emails after video chats aren’t always necessary, but are a nice added measure, to make sure a company and their BPO Partner are always on the same page one hundred percent of the time.

A good way to keep expectations managed and clearly communicated is to set KPIs. KPIs, otherwise known as Key Performance Indicators, are used as a way to track progress in a company. They’re usually used for long-term goals and progress, but during the pandemic, KPIs of any size are a good way for companies to keep both their and their BPO Partner’s agents and managers motivated and on track. KPIs will give employees something to strive for, as it’s a clear goal that can be seen and reached.

Personal KPIs are even more important now with working from home. Without the feeling of working together as an office or as a company, it may be hard to feel satisfaction from the company reaching its goals. But by giving team members personal KPIs it not only gives them something to work for and feel proud of for reaching, but it also gives you the chance to monitor their progress. Doing this with a BPO Partner would allow for regular one-on-ones, as well as follow up meetings. It would assure you that your BPO Partner is working towards a mutually set objective.

Maintaining a strong relationship with your BPO Partner right now is no easy task, but there are some steps that can be taken to assure efficiency while everyone is working from home. And while there’s no doubt that the pandemic has put a strain on managing a business, now more than ever it’s important to be on the absolute same page as your BPO Partner.

Benefits of Nearshore Outsourcing

Benefits of Nearshore Outsourcing

When it comes to outsourcing, most people think they need to partner with Asian-based providers halfway around the world to reduce their costs. And while there are plenty of quality BPOs in that region, there’s one a little closer to home – Belize.

read more