Outsourcing is picking up significant traction lately. Businesses are now slowly understanding its significance. In fact, it is predicted that business process outsourcing will reach a value of $620 billion by 2032. This reflects the growing dominance of outsourcing. Although any business operation can be outsourced, the most common is the call center.
Different companies have various reasons for trying BPO contact center service. For instance, some may do it to reduce their expenses while others may do so to facilitate the growth of their business. Whatever the reason may be, one thing is for certain, finding the right contact center outsourcer is a real challenge. This is because no one knows your business as you do. But, at the same time, remember that not all contact centers are created equal!
What Is a BPO Contact Center?
Business Process Outsourcing or BPO is a term used for third-party companies that handle business operations on behalf of a company. People often use contact center outsourcing and BPO contact center interchangeably.
A BPO contact center refers to a third party that manages the communications for another business. This can include offering inbound/outbound contact center support and email marketing. Some BPO companies also provide a holistic omnichannel solution to the organizations, helping them develop strong customer relationships which eventually translates into more sales and profitability.
Why Should Companies Outsource Their Contact Center?
There are multiple reasons why a company should consider outsourcing its contact center needs. One big reason is that it provides efficiency with time and budget. How? You must know that contact center personnel are experts in their field. They ensure to provide their clients with the best result by carefully recruiting skillful agents and training them to meet your customer service objectives. BPO call centers also provide round-the-clock service, answering the queries and concerns of the customers to help your business build a solid rapport. If businesses, especially IT support companies hire and train talents on their own, it will require a lot of time, money, and effort.
Another equally important reason why organizations should outsource call center operations is to free themselves from distractions. Contact centers can be difficult to manage sometimes. So, having an expert handle this aspect of the business will not only allow companies to improve their productivity but will also help them focus on growth and innovation.
3 Key Efficiencies: A Product of BPO Call Centers
BPO call centers provide companies with 3 important efficiencies. They are as follows:
1. Employee Scale
If a business has an internal contact center with a limited number of team members, the company may face different problems. For instance, someone may call in sick. This will create hurdles in meeting business needs. Luckily, BPO contact centers can take care of this issue. This is because such companies have no shortage of resources. Therefore, you can take advantage of this scale.
2. Technology
Investing in technology can be expensive. Not everyone can buy costly tools to facilitate contact center needs. However, BPO call center agencies have the necessary equipment to operate the business function seamlessly.
3. Measurement
Call center outsourcers measure everything to monitor the performance of agents in terms of delivering exceptional CX to the customers. Employers can count on them to measure metrics like customer satisfaction score, conversion rate, first call resolution, and average speed of answer.
Before Finalizing a BPO Contact Center Service
References matter! You should always check for references and talk to different businesspeople within your industry to find out what works and what doesn’t when it comes to outsourcing a contact center company. You can also inquire about their success stories. Do ask about failures as well and follow it up with questions like:
- What could have been done differently?
- How was the situation managed?
- What was the lesson learned from the failure?
This information will come in handy when you meet with potential BPO contact center providers. Once you connect with them, make sure that they have the same norms, values, and culture as your business. You should also ask them how they define success and failure.
Finding the Ideal Contact Center Outsourcing Partner
There are a lot of call center agencies that provide outsourcing solutions but not everyone will be an ideal fit for your business. Therefore, it is advised to take some time out and identify the goals of your company first. Businesses must know what they want to accomplish. If they know that, looking for the right BPO call answering service provider will not be an issue.
Employers should know if they want to opt for onshore, offshore, or nearshore outsourcing. They must also define the percentage of the work that needs to be handled with the latest technology such as omnichannel contact centers. This information will help them find the best contact center provider to satisfy their business needs.
Building a Value Proposition
BPO contact center outsourcers may not understand your business fully. This is because they may not live within your specific industry solely. But that isn’t a bad thing. An IT outsourcing company will look at your business processes differently. Therefore, don’t be surprised if they ask why things are done in a particular way.
The company may also sometimes present you with a solution based on their past experience. This is where things will get interesting. You can easily create a value proposition by combining your industry experience with the expertise of a call center agency. It will allow businesses to develop something new and unique to serve their customers better.