“How to choose a partner”, is not just a catchy title.
Whether BPO for your requirement means outsourcing your IT support requirements, using overflow call center solutions to augment your in-house workforce, or outsourcing your receptionist duties, a real partner is what you would need for it to work.
The industry exploded in the early 2000s with countries such as India providing low-cost alternatives to hiring local but has resulted in the outsourced industry being tainted with customer stories and an automatic expectation by customers for subpar experience when they hear an accent.
Does this mean that at least for customer-facing services BPO no longer has a place?
No, the lower cost of outsourcing should be an added bonus and not the reason why you choose an outsourcing provider. The reason you choose a partner needs to be that they are a perfect extension of your business, a company that can understand your values and your services and offers a seamless addition to your offering. To the client is should be obvious that this is still your company when they interact with the technicians or agents.
The BPO industry has matured and the competition is great within the industry, leaving a few key players who have specialized to offer services catered specifically for unique needs. The problem now is how to choose the right provider.
Over the coming weeks, we will be publishing some helpful insights on how to choose the perfect provider. This is from the experience we have garnered providing as well as using these services and the experiences that were shared with us by our customers. So stay tuned…