when should I consider changing my contact center outsource partner?
Maintaining a healthy relationship with your chosen BPO partner is crucial to maintaining a healthy relationship with your customer. With that said, sometimes it makes sense to change partners or add a partner to help motivate your existing partner to step up their performance.
Most of our clients engage CXPS to help them find the right partner to fit their needs. The three most common motives for doing so include lack of performance from their existing BPO partner when compared to the client expectations, poor communication related to performance failure and plans for improvement, and lack of genuine concern for the client relationship (small fish in a big pond).
In almost all cases, we found that the client was “oversold” on the BPO Partners’ capabilities, commitment, and overall investment to be made into the relationship by the selected BPO Partner.
Our conclusion: it never hurts to understand your options.
We have built our business around sharing information and working with clients to find the right contact center outsourcing partner who can exceed expectations – reach out if you are currently facing any of these challenges with your BPO partner. We can help.
customer service: why outsourcing is the answer24AUGUST 2021CXPartnerSourceHow do you define “customer experience”? It’s the personal, one-on-one interaction between a consumer making a purchase, requesting information about a product or service, or requesting...
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.
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.
what makes a contact center outsourcing partnership work?16JUNE 2021CXPartnerSourceAs 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....
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.