By Sagar Rajgopal, Ubiquity
Finding the right business process outsourcing (BPO) partner can be tricky when there are hundreds of carbon copy providers offering essentially the same thing.
As a disruptor and innovator, you need a BPO that differentiates on more than just price and a list of run-of-the-mill services.
You need a partner that can help drive exceptional customer experience (CX) that sends customer satisfaction through the roof.
Every small decision you make is business critical and every bit of budget you spend has got to work—not just in service of abstract KPIs, but in the moments that really matter for customers.
You’re looking for quality. You need someone that gets the minutiae of every touchpoint in the customer journey. They have to be uncompromising detail freaks that go the extra mile.
You want a partner you can rely on. When things are flying, they’re the wind beneath your wings. And when things go wrong, they’re putting out fires before you have to ask.
What’s more, they know how to turn negative experiences into opportunities that drive brand loyalty and customer lifetime value (CLV).
A partner with skin in the game
You need to trust your partner to care for your business as if it were their own.
You need a partnership of equals. A partner as invested in your long-term growth as you are.
A partner that naturally aligns on the key drivers and performance metrics that will deliver the best outcomes.
A partner that knows your success is their success.
But in an oversaturated market, just how in the hell do you find those guys?
Knowing whether your prospective BPO is right for you isn’t always easy. But like all relationships, it begins with trust.
Here, we investigate the telltale signs that mark out an advanced BPO partner from the herd.
1. Transparency is telling
When so many companies over promise and under deliver, finding BPO customer service that’s honest is more than refreshing—it’s vital.
If you’re going to give them the reins on key areas of your business, you need to know you can trust them.
Converse to the norm of self-aggrandizing marketing, humans are actually more likely to trust someone when they’re upfront about their shortcomings.
So, your ideal BPO will be open about what they can and can’t do, and they’ll work with you to understand your core business and your needs.
Of course, you’ll be able to hold them to account when they’re acting on your behalf.
But they’ll also share learning opportunities as willingly as they do successes, flagging areas with potential to run smoother and better.
2. Culture says it all
You can tell a lot about an organization by their culture.
A culture that fosters employee satisfaction is more likely to deliver on their promises. That’s because when employees are happy and engaged, they’re committed to the company’s overall vision and success.
So if you’re paying your prospective BPO a visit (in person or virtually) … read the room.
Does it feel like a place that churns and burns through employees? Are stats and performance metrics prioritized at all costs?
Are agents having conversations with colleagues and team leaders? Are there coaching sessions taking place?
Notice whether they have breakout rooms for downtime or a cafeteria for lunch. These amenities might not seem like much, but they are indicators of whether a BPO takes agent experience seriously.