Answer these 6 questions to choose the right Business Process Outsourcing (BPO) partner to successfully run your Customer Operations.
Many companies often choose to leverage Business Process Outsourcing (BPO) in operations such as Customer Service, App and Technical Support, Video, Motions, Graphics, and Accounting to keep up with the breakneck pace of today’s business world. With the BPO market expected to reach US$ 576.98 billion by 2030, more and more companies will leverage BPO companies to increase efficiency, lower operational costs, and be more agile in the face of the dynamic business environment.
With a large number of suppliers making up this in-demand service, companies are finding it more difficult to cut through the noise and find the suitable outsourcing partner for their business.
So here are six key questions to consider when choosing your outsourcing/ BPO partner.
1- Are they constantly improving?
Well-established BPO providers are more likely to drive successful partnerships and desired outcomes. However, a BPO supplier’s reliability isn’t limited to their net results, but also tied to their continuous development. According to a Gartner report, the future success of BPO providers will depend on how they continuously invest and develop their key competencies.
An outsourcing partner can help you improve your long-term profits if they leverage the latest market and tech trends. They must also take the time to redesign traditional BPO methods, continuously implement new cutting-edge technologies, and relentlessly grow their teams to easily adapt and respond to changing demands.
The use of AI and automation has helped many companies improve their operations while optimizing costs even further. For example, here at FlairsTech, we developed our own AI expert tools to help our support professionals provide customers with superior and faster service, thus increasing our client’s CSAT scores.
2- Are they results-oriented?
When you decide to outsource, you need defined goals, KPIs, and timelines. The outsourcing company must work with you to meet these milestones and achieve the desired results. Aim to work with a strategic, highly organized, flexible outsourcer with proven methodologies.
Partnering with a BPO provider that relies on advanced data reporting mechanisms such as analytics and CEO dashboards prevents cost and project creeps, which benefits your organization in the long run. Sharing these reports regularly or having real-time access provides you with better visibility and saves you a lot of time – and ultimately, money.
We also recommend that you ask for data on your potential supplier’s projects, current collaborations, and customer references.
3- Are they offering you the best value for your money?
A specialized provider can offer you the services you need at an affordable cost, making cost reduction the number one reason 59% of companies worldwide prefer outsourcing.
While outsourcing can save a company an average of 20-25% of its budget, you shouldn’t look only at cutting costs. Find a partner that provides the best value for money. At FlairsTech, we regularly revisit our models to ensure that achieving 40% budget optimization doesn’t come in the way of offering our customers the highest quality support.
4- How are they different from other outsourcers?
Outsourcing grants you access to more technical expertise, better skillsets, and the latest technologies. Companies expect nothing less when deciding to outsource, so a high-performing BPO provider invests the most in its own resources (talent and tech).
The top 75% of high-performing businesses credit the success of their activities to the quality of the outsourcer’s expertise. The way a BPO company attracts and develops its own talent is the biggest indicator of how they will do this for you. Furthermore, superior BPO firms keep their teams at the top of their game with internal and external Learning and Development (L&D) programs, on-demand access to customer-specific knowledge as well as continuous communication and soft skills training.
5- Can they integrate smoothly with your in-house teams?
Prior to integrating an outsourced team into your organization, it’s better to prepare a plan that guarantees a smooth transition and helps you avoid gaps in services. Your outsourcing partner should have a true mentality of being “an extension of your in-house team.”
When working with a capable provider, they will have a process in place on how to best integrate a collocated team. Ask for their process and understand how they do it, as this can help you determine if they will be a valuable partner going forward.
Besides creating customized collaborative solutions, it’s also essential to pick a partner that complements and extends your in-house skills, helps you achieve your short and long-term goals, and addresses any challenges you face. You might also want to consider joint training between the suppliers’ employees as well as your own.
6- What other services do they offer?
78% of companies would prioritize having a good relationship with their outsourcing partners. So if you wish to delegate another aspect of your operations after a successful collaboration, your present-day outsourcing partner is your go-to-supplier.
With a solid understanding of the business needs and objectives, we have seen up to 95% of our customers hire us again for the same or different services. Therefore, we recommend you look at BPO providers with a wide range of services from the get-go. This way, you can be sure they can step in and take on another aspect of the business whenever needed.
Changing outsourcing partners is always possible, but there is an expense; whether it’s time, costs, reduced service, etc. It is necessary to switch BPO providers when you need better quality services, more flexibility, or require a more comprehensive solution that brings you value.
Take your time considering different BPO providers. While one vendor can set your business up for success, another can negatively influence your results and service delivery.
Start by analyzing your business objectives. If you want any help, you can always talk to one of our experts to discuss your goals and challenges, plus explore possible approaches.
- Amr Fahmy | Senior Copywriter