Get a better Return on Outsourcing

Choosing the right BPO partner from a cast of thousands is an unenviable task. But by asking the right questions around culture, openness, performance (and a few other things) challenger brands can start to build a picture of the perfect BPO for better customer experiences.

It’s not enough to be the best in a category like digital banking, the fast-growing challenger bank, which targets gig workers and SMBs, plans to set the bar for great customer experience in any industry by investing in people and technology.

It’s tough to quantify what makes great BPO customer service. Metrics are part of the picture, but there’s more—what are the soft skills beneath better customer experiences? Ultimately, agent experience ties into customer experience. Here’s how to figure out if your BPO service agents are teed up to deliver long-term success.

It’s tempting to treat outsourcing as a low-engagement, transactional affair. Rather than quick-win, short-term contact center solutions, here’s why a contact center customer experience based on deeper connections unlocks business growth.

As a growing fintech—an ambitious, disruptive, irreverent company looking to fundamentally change the game for the better—you need more than a dusty playbook to drive customer satisfaction and retention.