As part of a company’s organic growth, many departments evolve to have little to do with their core competencies. It’s the nature of business that supporting roles need to be filled. However, these departments can be extremely wasteful both in the context of finances and company resources. That’s why many businesses turn to outsourcing. One frequently outsourced department is the contact center.
Business process outsourcing (BPO) services allow you to enjoy the benefits of a large contact center without many of the downsides. However, determining the right contact center BPO is key to getting the best value for your dollar while enhancing the customer journey at every touchpoint. In this article, we’ll look at how selecting the ideal BPO to manage your contact center can have a significant effect on your business.
1. Reduced Costs
One of the big reasons for choosing a contact center BPO in the first place is to reduce costs. In fact, cost tops the list of reasons companies choose to outsource with 70% of companies listing it as a primary motivation for doing so. Growing the size of an in-house contact center means:
• Hiring more staff
• Taking on additional administrative overhead
• Purchasing more equipment
• Paying for software and other tools the team will need
• Increasing the size of your office to accommodate the new staff
BPOs enable you to save money by outsourcing all of these expenses to a company that already expertly manages them. Because BPOs service many businesses, you’ll be paying a fraction of the cost you’d otherwise be spending had you created your own department. But, like most everything, BPOs come in a range of different options. By finding the one that provides the right balance of services, affordability, and quality, you’ll be maximizing how much you save over an in-house option.
2. Improved Customer Experiences
Note that we were careful to mention the need to balance price with quality. A good BPO will have a large team of experienced professionals fully prepared to properly support your customers’ needs. When you pick the right BPO, the result is an enhanced experience that most in-house organizations do not have the capability to support.
The expertise of the BPO staff matters as well. In this case, it isn’t as cut and dry as picking the company with the most contact center experience. Staff at the contact center BPO you choose will be representing your brand. Therefore, it’s important that they have experience handling the specific types of situations they’ll be supporting with when your customers contact them.
Customer experience is vital to the success of a company. An American Express survey found that a third of respondents would switch to another company after just one bad experience. That number rises to 60% after two or three instances of poor service.
3. Access to Advanced Technologies
One of the largest initial expenses of starting your own contact center is purchasing or leasing the equipment needed to perform the job effectively and subscribing to any services that will help increase staff productivity. But those expenses are limited to the initial outlay. Technology is constantly evolving and your customers’ expectations evolve along with it. If you don’t keep your equipment up-to-date, the competition will have a significant competitive advantage.
A good BPO will keep its staff equipped with state-of-the-art technology so the business can remain competitive in the BPO space. Evolving technologies such as artificial intelligence (AI), machine learning, big data analytics, and an increase in cloud computing capabilities are helping to drive growth in the industry. When BPOs compete to provide the latest and greatest solutions, your customers reap the benefits.
Selecting the Right Contact Center BPO
The team at JMB Global Services has expertise in a wide range of industries. We work diligently to ensure your customers always get the best service possible. Contact us today to learn how we can help you create and deliver the best experience for your customers.