... BPO PROVIDERS PERFORM JUST AS WELL AS , IF NOT BETTER THAN , IN- HOUSE TEAMS .
State-of-the-art facilities and access to the latest industry innovations are another tangible element of a positive culture . They enable employees to perform their tasks efficiently and with confidence . In the outsourcing industry , where operational excellence is paramount , having the right infrastructure and resources is a key differentiator .
THE COST ADVANTAGE
Of course , cost savings are still a key part of the equation . BPO firms typically manage large facilities and employ a skilled workforce , allowing them to spread costs more efficiently across multiple clients . This shared infrastructure reduces the financial burden on individual businesses , making it possible to access resources and expertise that might otherwise be financially out of reach .
BPO providers also offer leadership and management expertise . They have established processes and experienced leaders who can efficiently oversee operations and drive performance improvements . They also employ subject matter experts with deep knowledge in specific domains , enabling businesses to tap into industry-specific expertise without the expense of hiring and training these people in-house .
Technology is another key cost driver in outsourcing . Providers frequently invest in solutions to enhance their service delivery . Clients benefit from access to these innovations without having to invest in them independently . This not only reduces costs but also ensures that businesses stay competitive in rapidly evolving industries .
As alluded to earlier , the global labor market is another crucial cost-saving aspect . BPO providers can tap into a vast pool of talent worldwide , often in regions with lower labor costs . They have the established infrastructure , networks and processes to recruit , train , and manage talent efficiently across the globe . This allows businesses to hire skilled professionals at a more competitive rate , thus reducing labor expenses .
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... BPO PROVIDERS PERFORM JUST AS WELL AS , IF NOT BETTER THAN , IN- HOUSE TEAMS .
THE SEVEN HABITS
When it comes to digital CX outsourcing , I ’ m often asked whether the BPO provider should handle the whole program themselves , or whether they can seamlessly split the work with the client ’ s in-house contact centers .
There are many ways to approach this . Some clients like to outsource 100 % of their work to one or many outsourcers based on their business model , strategy , and budget . Others prefer to split the work between an in-house contact center and a BPO provider .
But no matter what the client chooses , there are seven critical factors that must be addressed by the BPO provider to ensure a seamless customer experience ( CX ).
1 . It ’ s essential to hire individuals whose profiles align precisely with the job requirements . This ensures that the right skills and expertise are in place to meet customer expectations consistently .
2 . Clear communication is a must , whether an employee is in-house or outsourced . It ’ s vital to convey consistent messages and information to all associates ( agents ), regardless of their location or employment status . This ensures everyone is on the same page and can provide customers with accurate and coherent responses .
3 . All associates should have access to the same knowledge base and resources to perform their tasks effectively . This uniformity in resources guarantees a consistent level of service quality . Having the very best technology in hand also helps create a positive work environment for the associates who handle crucial customer interactions .
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4 . The use of standardized processes , workflows , coaching , and feedback mechanisms is crucial . This ensures everyone follows the same procedures and receives consistent guidance and support , contributing to a unified customer experience .
5 . Leadership supervision and escalation protocols should be consistent across the board . Whether an associate is in-house or part of an outsourcing team , they should have access to the same leadership support and know the proper channels for addressing issues or escalating matters when necessary .
6 . Adaptability is key in an ever-changing environment . Processes and workflows should be continuously reviewed and adjusted to stay aligned with evolving customer needs and industry trends .
7 . All associates must embody the mindset that they represent not just the outsourcing company but also the brand and product they support . They should understand that , in the eyes of end customers , they are the face of the brand and company . The quality of their service directly impacts how customers perceive the brand .
FINAL THOUGHTS
At the end of the day , BPOs are an extension of their clients and of them to their customers . The BPOs ' success determines theirs , and vice versa .
Often the proof is in the numbers . When looking at CSAT , NPS , and VoC scores , for instance , the data consistently shows that BPO providers perform just as well as , if not better than , in-house teams .
This compelling evidence is driving more and more companies not only to explore domestic outsourcing but also to consider nearshore and offshore options for their operations .
Preeti Raina is ibex ’ s SVP and U . S . Country Manager with over 22 years of combined leadership experience in the BPO space , leading Operations Delivery and Operations Excellence teams . Preeti is also an active member of Women of ibex and a mentor .