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

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