Business process outsourcing plays a major role in the trajectory of a business, aligning with internal and external priorities while providing enhanced value to their customers. Companies are becoming more comfortable tapping the expertise of trusted partners for many activities, such as customer call centers.
Today, companies outsource for a number of reasons, but the two most popular in Deloitte’s 2016 Global Outsourcing Survey were cost cutting (59%) and focusing on the organization’s core business (57%). Leading organizations are use outsourcing to drive transformational change and improve business results.
Here’s a look at the Top 10 reasons to use a BPO provider:
1. Industry Knowledge: The leadership of a BPO provider will have valuable experience in a variety of industries they can apply to your strategies. TDS Global has worked with some of the top telecom leaders around the world, so our clients have the benefit of the hard-won knowledge from those engagements.
2. Expert Management: You are an expert in your industry. Our people are experts in BPO engagements. We attract, retain, and train specialists in customer call centers who have spent their careers providing support across a variety of industries, products, and service. That broad experience can’t be matched by an in-house staff that has worked in only one industry.
3. Flexible Teams: BPO providers are adept at handling a variety of client processes. The staff is well trained and adaptable, and the teams can be adjusted to meet changing business needs. A BPO partner can staff a multi-lingual call center quickly, for example, leading to satisfied customers. The BPO staff can expand and contract in line with the business without expensive HR issues.
4. Quality Control: BPO providers are obsessed with quality control to manage the service level agreements that are the foundation for the relationship. The team will manage key indicators such as answer time and first-call resolution. Managers monitor calls to ensure that all customer calls as well as messages through other channels (such as email and web chat) are handled professionally and in accordance with brand standards. In-house call centers may not have the ability to ensure continuous quality monitoring and performance improvement strategies.
5. Access to Technology: BPO providers continuously research and invest in the best technologies for multichannel customer contact and other services. The latest tools, such as cloud-based platforms, VoIP, email, web chat, SMS text and social media monitoring, are vital to ensuring a high level of customer satisfaction. The technology investment can be spread out among multiple clients to ensure the provider experiences a reasonable ROI.
6. Big Data: Business process outsourcing providers have experience in managing data generated by marketing and advertising campaigns and customer contacts across multiple clients. These insights are crucial to gaining insights that will improve clients’ processes. At the same time, the BPO vendor can play a role in the development of future strategies that drive contacts to less expensive channels, i.e., self-help and chat vs. phone contact.
7. Full-Time Service: In a recent study, KPMG found that 45 percent of U.S. consumers will abandon an online transaction if their questions or concerns are not addressed quickly. So customers expect to be able to make contact with a company at virtually any time of day. It’s costly for in-house call centers to provide that level of service. With a BPO vendor, customers can pick up the phone, click on to web chat or shoot an email at any time and receive immediate, knowledgeable help. BPO vendors are staff and configure to provide around the clock service, and larger vendors offer near-shore and off-shore centers to serve time zones around the globe.
8. Scalability: With a BPO relationship, a call center can schedule staff efficiently to ensure service quality while optimizing costs. The client doesn’t bear the burden of rising costs per call, as the agents shift to serve other clients. During peak times such as responses to marketing campaigns, the BPO vendor can increase staff for brief periods, managing the ebb and flow of the activity, so agents are productive.
9. Cost Management: BPO vendors are masters at managing costs according to the SLA, with tools and processes in place to precisely measure transactional profitability. This cost detail is typically shared with the client on a monthly basis, helping the client evaluate the effectiveness of overall operations and any specific campaigns.
10. Reduced Costs: Setting up a call center requires major investments in facilities, equipment, operations, and staffing. A BPO relationship allows the costs to be spread across many clients who pay only on a transactional or hourly basis. The shared agent model helps deliver service a lower cost, usually at least 15 percent, than an in-house staffing model. A partnership with a BPO vendor can drive improvements in performance and behavior not only through contractual incentives but also in the planning and execution of the business strategy and future changes.