what makes a contact center outsourcing partnership work?

16

JUNE 2021

CXPartnerSource

As we’ve stated before, managing a healthy contact center outsourcing partnership takes work. The largest component to success is ensuring you have selected the right partner. Unfortunately, “size matters” when it comes to building a successful BPO partnership. Many of our clients initially chose larger BPO firms when they decided to outsource. Although not in all cases, many have since asked us to evaluate other options due to their current partners’ lack of focus and performance failure.

In our view, the characteristics required for a successful outsourcing relationship include shared goals and expectations, strong communication and motivation to improve, and genuine concern for the client’s experience no matter how large the program. Large BPO’s are built for scale and large programs (500+ FTE). Smaller BPO’s have built their models to offer scale, efficiency, genuine concern, and cost-benefit.

If you are not happy with your current partner, we can help you find a partner who “gets it”.

 

 

clients aren’t from mars and customer care providers don’t have to be from venus  – managing great expectations

clients aren’t from mars and customer care providers don’t have to be from venus – managing great expectations

Good relationships don’t just happen.

They don’t happen in life and they certainly don’t happen in business either. In the corporate world, they take work. They take a lot of work. We’re not talking about transactional relationships where commodities are bought and sold. These associations are one-time or occasional transactions that don’t require a deep understanding of your client’s long-term needs.

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what rate should I pay to outsource my contact center in the US?

what rate should I pay to outsource my contact center in the US?

The fact is, BPO’s who operate in the US managed to pivot during the pandemic by moving their staff to a work-from-home solution. In most cases, BPO’s grew during the pandemic, which has been great for the industry however, the stimulus is forcing BPO’s to accelerate their planned wage increases which don’t always align with their contractual rate structure.

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