Your business is not
just run by the best product. There are other factors that contribute to the
success of a business. In the present time, one of the most influential factors
is the customer experience. The world of business is slowly being overshadowed
by the burst of digitalization. Everything is on the web and customers have
become extremely powerful. Every business is trying to entice its own target
audience with best efforts and extraordinary service deliverance.
To do the same, organizations
are tying up with a proficient BPO company or a call center. These specialized
service providers are known to deliver an unmatched customer experience that lift
the brand image of a business. In addition, businesses across the world are
making sure to hire the best BPO Company.
Stats tell us that even
though more than 70% of the global businesses are outsourcing, only 10% of them
are satisfied with the results. This is happening because, at the time of hiring
a call center or a BPO, businesses are not that aware of the aspects that should
be taken into consideration. Here are some tips that should be followed by the business
owners when contracting a service provider:
Clarity in business objectives
Not every business
looks to outsource because of the cost benefit. Every organization has its own
needs that draw them towards a BPO call centre. Before a business owner decides to go with a service
vendor, there should be absolute clarity in the expectations. If a company aims
to attain high profitability, the focus is on reducing the operational expense
to the minimum. On the other hand, if an organization seeks a high customer
service, the focus should be on finding the BPO that has the best record for providing
first-string service experience to the clients. Always choose your outsourcing
partner in compliance with your business needs. A call
center that is perfect for company A might be a total unfit for company B. It
all comes down to how precisely you are matching up your business bottom-line
with the BPO’s service deliverance.
Check the repute
Thousands of call
centers and BPOs exist today and each one of them is promising to render an
unparalleled service experience. Still,less than 10% of the customers are
actually moved by the service experience. This means despite all the money that
businesses pour in to get an ace-level service performance, expected results
are not attained.
What might be the
reason? One simple factor that accounts for this issue is that businesses
generally do not do a thorough background check on the call center’s reputation
in the market. Most of the companies contact these BPOs through online
referrals and content. Obviously,noBPO call centre will write down a negative
content for itself. So, to get the real picture, business owners should contact
the previous client of the vendor. Ask your would-be vendor to present previous
clients’ list and contact them. See what sort of review you get about the BPO. Along
with this, ensure to check social media platforms like LinkedIn and Twitter to find
out what sort of market image your vendor holds.
It is always advisable
to only connect with a call center that has a profound performance history in
serving the businesses. This will ensure that your investment is poured in the
right direction and with the right intent.
Measure your budget
What always seems
shiny is not necessarily gold. Remember, that the call center or BPO that is charging
high money are not essentially going to provide an impeccable service level. As
a business owner, make sure to keep a tight check on your business budget when
looking to hire a call center. If your business requirement is just for
particular seasons and you do not want to pay for all 12 months, there are BPOs
that offer ‘shared agents’ approach or ‘pay per agent’ schemes. Big call center
service providers also offer customized solutions as per businesses’ budget and
requirement. And if you have money to spare, make sure you are spending it on the
right features. For an instance, if you want customer support and have extra
budget to invest in, you can always go for a ‘shared agent’ chat support assistance.
This way, you are providing omnichannel support to your customers and utilizing
your budget quite nimbly.
