what makes a contact center outsourcing partnership work?
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”.
If you’re considering outsourcing your contact center, you may be wondering if it’s the right time.
There’s no doubt that the Philippines has been holding the golden torch when it comes to offshore outsourcing. In the last year, however, the pandemic has taken a toll on all of us in the workforce. How much did it really affect this offshore location? Today we...
While the country prepares for a second wave of the pandemic, many companies are preparing for what may be another shutdown and are taking the necessary steps to prepare their employees to work from home.
Selecting the right BPO partner can be challenging – after all, you are trusting another company with your most valuable resource, your clients. Further complicating matters is the ever-expanding lists of providers from around the globe.